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Updated: 23 Nov 2021


Package holiday company 86%
Which? Team

Who is Kuoni?

Kuoni is a luxury holiday operator with several outlets inside John Lewis stores. All its trips are tailor-made and you book them via one of its ‘personal travel experts’ over the phone, in store or with its virtual apportionments via online video. Aruba, Fiji and the Maldives are the sort of destinations Kuoni offers, but it has also launched a range of UK trips. 

Which? verdict 

It was rated joint top of our survey of package travel companies and while Kuoni’s tailor-made holidays aren’t cheap, customers who booked one said they were fantastic value for money.

Kuoni refund and cancellation policy rated

With half a dozen ways your holiday can be disrupted or cancelled, from traffic lights changing to a future lockdown, it’s crucial you book with a provider that has an excellent flexible booking policy. Which? analysis found Kuoni has one of the best.

You’ll get your money back for lockdowns, if the country you are travelling to is moved from amber to red and you’ll be able to rebook without paying an amendment fee if the country is moved from green to amber.

Kuoni customer ratings

WRPAvg price per day: short haul/long haulAccommodationCustomer serviceDescription matching realityHoliday repOrganisation of holidayValue for moneyCustomer score

If you want to see how Kuoni measures up to its rivals, find out more on our best and worst package holiday providers page.

What’s Kuoni like?

The travel company focuses on personalised experiences, so it plans and delivers holidays that are special, as demonstrated by its impressive five out of five-star ratings in most categories. 

On its website, Kuoni shouts about its ‘exceptional’ customer service, which is clearly not just a marketing tactic, because it landed the full five stars in this category. You might pay extra for the experience, but the company looks after you right from the beginning. When you book in store, you’ll do so while sipping a glass of fizz, and with help from an adviser who has likely visited the country you’re travelling to, you can get honest advice. 

Many customers raved about the ‘impeccable’ and ‘excellent’ level of service, and how easily contactable reps were if needed.

It’s not just the staff who are great, either. Kuoni was the only company to score the full five stars for the quality of its accommodation. One customer commented: ‘I trust the resorts they promote will meet the high quality that their brand represents.’ 

Should I book with Kuoni?

Absolutely. Kuoni offers a personal service and top-quality holidays that justify its high price, particularly in uncertain times. It’s a Which? Recommended Provider.