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Which? survey reveals best holiday companies

Trailfinders and Kuoni are top in our survey
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 company Overall organisation Customer service Value for money Accommodation Journey Score
Trailfinders good good satisfactory good good 80%
Kuoni good good satisfactory good excellent 80%
P&O Cruises excellent good satisfactory good good 79%
Travel Republic satisfactory poor good good good 78%
Saga excellent good good good excellent 78%
Co-op Travel good satisfactory satisfactory good good 74%
Virgin Holidays good satisfactory satisfactory good good 73%
Airmiles satisfactory satisfactory good good good 72%
Expedia good poor satisfactory good satisfactory 72%
Direct holidays satisfactory satisfactory good good satisfactory 71%
Shearings Holidays good satisfactory satisfactory satisfactory satisfactory 71%
Teletext Holidays poor satisfactory good satisfactory satisfactory 68%
British Airways Holidays good satisfactory satisfactory good good 67%
Lastminute.com satisfactory poor satisfactory good satisfactory 66%
Thomson satisfactory satisfactory satisfactory good satisfactory 66%
Thomas Cook satisfactory satisfactory poor good satisfactory 64%
First Choice satisfactory satisfactory poor good satisfactory 64%
Monarch satisfactory poor satisfactory good satisfactory 64%
Low Cost Travel poor poor satisfactory satisfactory satisfactory 64%
EasyJet Holidays poor poor satisfactory satisfactory satisfactory 61%

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.

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