For savvy seekers, the online hunt for cheap airfare can offer the thrill of discovery. But for many, the array of choices is dizzying.
Airlines have created innumerable ways for people to book travel, at wide-ranging prices and through a bounty of channels. But these new opportunities also breed new ways to dupe consumers, creating frustration and outrage among travelers.
And that has left airlines and independent travel websites accusing one another of unfair business practices.
In October, the federal government opened an "exploratory" investigation into the situation through the lens of consumer rights and protection. The U.S. Department of Transportation solicited feedback from industry, consumer advocates and the traveling public on whether airlines are fair in how they distribute and market flights to independent, third-party websites.
That formal inquiry is still open for public comment until March 31, but resolution could be delayed by the change in presidential administrations and the complex picture that has emerged from the feedback so far.
"We don't know what the Trump administration will do, but we certainly hope he takes up this mantle of consumer protection," said Emily Cullum, spokeswoman for Travel Tech, the trade group representing online travel sites.
Nearly half of all travelers who book flights online use third-party travel websites for side-by-side flight comparisons, according to a Travel Tech study. But airlines, for various reasons, have gradually restricted the amount of information they give to these websites.
Some advocates said this is an unfair business practice that is hurting consumers who may not realize the search results omit certain carriers. Airlines argue it's their flight information and they can do what they want with it.