Which? survey reveals best holiday companiesTrailfinders and Kuoni are top in our survey

26 May 2011

Trailfinders and Kuoni are the top-rated holiday companies

Trailfinders and Kuoni are the top-rated holiday companies

Travelling with a big-name tour operator doesn't necessarily guarantee you a great holiday, according to the results of a new Which? survey.

We questioned almost 10,000 people about their holiday experiences, and found that some of the major tour operators are much better at keeping their customers happy than others.

Long-haul specialists Trailfinders and Kuoni fared best across a range of criteria, including customer service, accommodation and value for money, scoring 80% each in our table.

Biggest holiday firms not necessarily best

Other companies rated highly by holidaymakers include P&O Cruises (79%), Saga and Travel Republic (78% each). But two of the biggest package holiday providers – Thomas Cook and First Choice – failed even to make the top ten.

Both firms attracted an overall score of 64% and scored just two stars out of five for value for money. However, they both performed better than last-placed EasyJet Holidays, which managed just 61% – thanks in part to its poor score for customer service.

Overall, the average cost of a trip abroad was £677 per person, compared with £317 for a holiday in the UK. So despite offering value for money, our top-rated companies aren’t exactly a budget option; we found that an average trip with Trailfinders or Kuoni would set you back around £1,300 per person.

Rochelle Turner, head of research at Which? Travel, said: 'Holidays are one of the top things that most people are saving for. They cost a lot of money and with so much emotion riding on them, it is important to get them right. Our ratings show the holiday companies that do all they can to make holidays memorable'.

Holiday company ratings
Travel companyOverall organisationCustomer serviceValue for moneyAccommodationJourneyScore
P&O Cruisesexcellentgoodsatisfactorygoodgood79%
Travel Republicsatisfactorypoorgoodgoodgood78%
Co-op Travelgoodsatisfactorysatisfactorygoodgood74%
Virgin Holidaysgoodsatisfactorysatisfactorygoodgood73%
Direct holidayssatisfactorysatisfactorygoodgoodsatisfactory71%
Shearings Holidaysgoodsatisfactorysatisfactorysatisfactorysatisfactory71%
Teletext Holidayspoorsatisfactorygoodsatisfactorysatisfactory68%
British Airways Holidaysgoodsatisfactorysatisfactorygoodgood67%
Thomas Cooksatisfactorysatisfactorypoorgoodsatisfactory64%
First Choicesatisfactorysatisfactorypoorgoodsatisfactory64%
Low Cost Travelpoorpoorsatisfactorysatisfactorysatisfactory64%
EasyJet Holidayspoorpoorsatisfactorysatisfactorysatisfactory61%

The June edition of Which? contains the full report. Had a bad experience with a travel company? Check out the Which? Travel guide to dealing with holiday problems.