Travel, refund and cancellations survey reveals best and worst firms for Brits

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9th July 2020 12:08 - Sport, Leisure and Tourism

Travel, refund and cancellations survey reveals 'best' and 'worst' firms for Brits: A survey of over 77,000 travel customers asking them about their refund experiences due to COVID-19 has revealed the 'best' and 'worst' providers.

The survey by Money Saving Expert (MSE) placed Alpharooms at the bottom of the table with a score of -99%, followed by Jetline (-97%) and Teletext Holidays (-96%)

Opodo was close behind (-92%), along with TravelUp (-89%).

Some of the big name firms were also found close to the bottom of the table, including Ryanair (-89%) as well as Virgin holidays (-88%) and Virgin Atlantic (-88%).

Loveholidays had a high number of responses to the survey (2,806) and ranked 12th from bottom with a score of -81%. 

Satisfied customers

Other travel companies have received praise for the way they have responded to customers during the pandemic, with Travel Counsellors receiving the best score for customer refunds (+84%). Also at the top of the table with high satisfaction scores was Trailfinders (+81%), Jet2 (+79%) and Jet2Holidays (+77%). 

Other companies who scored well include Airbnb (+69%), Hays Travel (+64%), British Airways Holidays (+63%), Haven (+54%),Center Parcs (+53%), Saga (+52%) and Disney (+51%). 

The travel, refund and cancellation survey was previously conducted in May, when it had 27,000 responses. While many rankings did not move either up or down considerably in the latest July survey, there were others which had significant changes. 

The improvers...

First Choice improved dramatically from the first survey (up from -60% to +5%) as did Trailfinders (up by 49 percentage points to rank in second position) and Riviera, which went up the charts by +47 points to rank in 22nd position. 

The fallers

On the other hand, Virgin Atlantic fell from -51% to -88% to rank in 62nd place, while Aer Lingus and Lufthansa also dropped (a percentage point change of -30% and -29% respectively).

MSE noted that the net score has been calculated by subtracting the percentage of respondents who rated their experience as 'poor' from the percentage who rated their experience as 'great'. 

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