On the Beach and Sykes scoop consumer awards despite refusing refunds

Two holiday companies that refused to fully refund customers for holidays that were cancelled due to coronavirus walked away with gold trophies from the British Travel Awards last night.

On the Beach won no fewer than six gold awards despite being criticised during the pandemic for refusing to fully refund packages cancelled by customers after the Foreign Office advised against travel.

The company, which quit ABTA earlier this year over its refusal to refund airfares unless it was able to recoup the money from the airlines, was voted Best Online Travel Retailer and LGBTQ+ Holiday Company.

It also took the gold awards in the large company category for Best Family Holiday Company, Best All-Inclusive Holiday Company, Best Holiday Company to south and southeast Europe and Best Holiday Company to the Iberian Peninsula and the Islands.

It was the first time OTB had entered the awards, which were broadcast live from the Boisdale Restaurant in London’s Canary Wharf.

Sykes Cottages, which also refused to fully refund customers for rentals that were cancelled during the summer lockdown until the Competition and Markets Authority stepped in, was named Best Holiday Cottage Holiday Company in the large category.

Some 132,000 consumers cast a total of 244,000 votes in the awards. BTA CEO Lorraine Barnes Burton said: "Voters were specifically asked to show their support for companies they had a good experience with, paying particular attention to customer service – recognising companies who had helped them with re-bookings, refunds and cancellations."

Titan Travel walked away with the most awards on the evening, winning seven gold trophies in the medium-sized company category, including Best Escorted Tours Holiday Company, Best Coach Holiday Company and Best Holiday Company to Central & Northern Europe.

Travel Counsellors was again voted Best National Travel Retailer, beating Trailfinders who took silver and Tui the bronze.

There were no cruise awards this year except for Best Cruise Holiday Retailer and Best River Cruise Company and these awards went to Bolsover Cruise Club and Viking Cruises.

Newmarket Holidays took away four golds, plus five silvers. Travelbag won Best Holiday Company to Southeast Asia and Best Holiday Company to the Indian Ocean, in the medium category.

Of the small tour operators, Wendy Wu won three Golds for Best Escorted Tours Holiday Company, Best Holiday Company to Southeast Asia and Best Holiday Company to East & Central Asia.

In the medium category Emirates Holidays won three Golds including Best Luxury Holiday Company and Best Holiday Company to the Middle East with Etihad Holidays winning the Middle East accolade in the small category.

Lots of companies hung on to awards for consecutive years including APH winning Best Airport Parking Company for an incredible eleventh year.

Staysure won Best Travel Insurance Provider for the fifth year; the Post Office won Best Foreign Exchange also for the fifth year and Canvas Holidays made it a hat trick winning Best Camping & Mobile Holiday Company in the medium category for the third year.

You can see the full list of award winners on www.britishtravelawards.com.

By Linsey McNeill, Editor (UK)