Which? reveals best and worst holiday companiesThomson, First Choice, Thomas Cook and more rated

21 June 2013

Trailfinders has topped a Which? poll to find the best and worst holiday companies, heading a list of more than 40 holiday providers.

Image showing best and worst holiday companies

Trailfinders fared best in our survey of over 5,500 holiday experiences, achieving an impressive customer score of 92%. By contrast, Thomas Cook sit at the bottom of the table with a customer score of 60%.

You can see how each of the 43 holiday companies performed in the full table of survey results – these include ratings for customer service and value for money for companies including Thomson, First Choice, Thomas Cook and Virgin Holidays.

The best holiday companies

Worldwide holiday specialist Trailfinders performed impressively across a range of criteria in our survey, including ease of booking, accommodation, tours and value for money - the company's ‘first-class service’ also comes in for particular praise.

‘All the agents were very knowledgeable about both resorts and all hotels’ said one member. While another Trailfinders traveller also praised the ‘well-travelled’ consultants.

Other top holiday companies include self-guided walking and cycling specialist Inntravel (89%), cruise operator Princess Cruises (88%) and adventure specialists Exodus (88%).

Thomas Cook bottom

Which? members who booked a holiday with Thomas Cook were less pleased with their experience. The worldwide tour operator achieved a customer score of 60% for the overall holiday experience, scoring just two stars for their tours and the holiday journey.

One Thomas Cook holidaymaker described their transfer to the airport as ‘appalling’, while another said their transfer mini bus was in ‘very poor condition, noisy and uncomfortable’.  The flight to the holiday destination also came under fire from one member, who described the aircraft as ‘dirty’ and ‘cramped’.

Last minute deals investigated

In a separate report into last minute holiday deals, Which? exposed how many deals are not available at the advertised prices and how some holiday extras are not often included in the initial price.

Ratings for holiday companies

To produce customer scores for each holiday company, we asked Which? members how satisfied they were overall with their experience and how likely they would be to recommend the holiday company to a friend. 

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