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TC and Cosmos bottom of Which? Holiday survey

Monday, 05 Jan, 2010 0

 

 

New Which? Holiday findings have found that smaller independent operators come out on top against their larger rivals.

France specialist VFB Holidays came top achieving a 94% customer score, and five stars for its customer service, accommodation, overall organisation and any journeys involved in the holiday. Which? members who had taken a VFB holiday described the tour operator as “efficient” and “dependable”.

But Cosmos and Thomas Cook came bottom of the table, scoring 57% and 58% respectively. 

 
Fewer than half of people who booked their holiday with Cosmos described the company as efficient, while Thomas Cook received a lower rating than any other tour operator for its reps, and only a third of its customers found its brochure to be very accurate when describing  destinations.  

Rochelle Turner, head of research for Which? Holiday, said: “It’s great to see the small operators doing so well. They have the advantage of being able to offer a more personalised service – something valued by many.

“However, larger tour operators still have an important role to play in offering affordable holidays to families. 

 
“The vast number of holidaymakers that these companies deal with each year means it may often be harder to provide the attention to detail their smaller rivals can offer.
 
“Although the larger tour operators performed well in terms of the accommodation they offer, they really need to up their game across the board and give their customers what they expect in terms of quality of service and value for money.”

The survey also revealed that, despite the credit crunch, the amountWhich? members spent on a holiday in the last 12 months was more than in 2008 – rising from just under £900 per person to more than £1,000 on average.

 
More than 4,500 Which? online panel members, including 889 Which? Holiday subscribers, answered questions about their most recent “tour operator” holiday abroad with at least one night away since June 2008.  Only those operators mentioned by 30 or more members were included in the results table.
 
VFB managing director Jonathan Blizard said: “We have consistently scored highly in Which? Holiday surveys in the past and are delighted to be awarded favourite tour operator this time. This is an impressive achievement that is due testament to our hard-working, efficient staff.”
 
Celebrating its 40th birthday, VFB Holidays claims to have introduced the concept of the French gîte holiday to the British market.
 
*See linked story for Thomas Cook response.

by Phil Davies
 

 


 

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