Considering number of claims against airlines over last couple of years, and amount of lobbying the airlines do in Canada i really don't see the difference between being ignored or jerked around by the air company, or by the "aggregate" web site. And for poops and giggles i did compare tickets to the same destination through cheapoair (that i used on numerous occasions) and the airline. Somehow the airline didn't have the same flight that cheapoair was able to offer. Also, if you have to make a connection switching airlines in progress it's real PITA to do yourself (in my opinion).
I had to cancel my latest trip due to family matters, had no problems cancelling tickets, and the penalty was reasonable, imo, for doing so a week before scheduled departure
Sooo, bottom line, YMMV. I have no problems using third party. That's what travel agents probably use anyway
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