Airlines love to have customers book on their Web sites. It saves them booking fees, and keeps the passengers from choosing a different carrier. And they love to trumpet lowest fare guarantees and bonus mile offers to that end. But it limits travelers’ options when things go wrong.
Many frequent travelers also like booking directly with their preferred airlines, and they figure they can fix any problem themselves, especially with a simple domestic ticket. Here’s a story about a simple domestic ticket that almost became a major business disaster.