Battle of the giants: Which? Travel names best and worst operators

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By Linsey McNeill
03/01/2023
Home » Battle of the giants: Which? Travel names best and worst operators

Jet2holidays and Kuoni came joint first in the Which? annual survey of package holiday providers.

The two operators achieved the highest customer score in the consumer champion’s survey of over 8,000 travellers who were asked to rate their holidays over the last three years, including customer service, how well descriptions of the holiday matched the reality, organisation and value for money.  

Both Jet2holidays and Kuoni achieved a score of 84%, and an almost perfect run of five-star ratings.

Jet2 slipped to four stars only on accommodation, while Kuoni, the most expensive provider in the survey, lost one star for value for money.

Both retained their Which? Recommended Provider status.

Multiple respondents were repeat Jet2 customers, owing to their reliability and consistently high levels of service, said Which?

Of Kuoni, one respondent said the operator was ‘prepared to work with us to get exactly the holiday we wanted’, while another said ‘nothing was too much trouble – they went the extra mile’.

Trailfinders, Inghams and Hays Travel also came in the top five and were named as Which Recommended Providers (WRP).

Virgin Holidays tied with Hays on a customer score of 80%, but is not a WRP as it could not offer a guarantee that it would not levy surcharges on existing bookings.

At the other end of the table, online travel agency eDreams achieved a customer score of just 64%.

The firm received just two stars for how well the description of the holidays matched the reality, and despite being the cheapest provider in the survey, with a price per night of £72pp for short-haul stays, it received only three stars for value for money. 

Travellers with big name brands like Lastminute.com, loveholidays, easyJet Holidays and On The Beach were all generally satisfied with their holidays, with none receiving a customer score of less than 70%.

However, these companies failed to deliver the five-star levels of customer service reported by those at the top of the table.

One traveller with loveholidays said customer service was ‘non-existent’, a lastminute.com customers that ‘their customer service is appalling…completely unhelpful’, while an easyJet holidays customer complained the operator ‘never answer the phone’.

TUI’s customer score was 74%, 10 points behind Jet2holidays.

One customer described TUI cabin crew as ‘rude and ignorant’ while another complained of a ‘long-winded and frustrating’ experience of trying to contact customer service agents via an app. Others did report more positive experiences however, with one satisfied customer reporting ‘everything was very slick, good communication and lovely staff’. 

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