The 50 best and worst travel companies for cancellation refunds revealed

Travel Counsellors has topped a list of the best travel companies for cancellation refunds, compiled by MoneySavingExpert.com.

Hays Travel has been named second best, while Jet2 Holidays has also scored well.

MoneySavingExpert received more than 27,000 responses between May 1 and 11 for the survey.

Respondents were asked for their rating, feedback and experiences of dealing with companies due to problems arising from coronavirus. Firms were then ranked by subtracting the percentage who had a poor experience from those who had a great experience with the company.

Of the 53 firms that MoneySavingExpert.com received more than 100 responses for, travel company Travel Trolley was the worst with a net score of -95%, followed closely by TravelUp also at -95% (but with a slightly lower proportion of ‘poor’ votes) and Teletext Holidays at -94%.

Of the big names, the worst were Ryanair at -82% and TUI at -60%.

Travel Counsellors came top with a net score of +91%, followed by Hays Travel with +70% and Airbnb with +56%. Of the big names that did well, Jet2Holidays scored +54%, Booking.com +18% and British Airways +8%.

One Travel Counsellors customer said: "They were always one step ahead in getting things sorted for us. Totally hassle-free and very much appreciated."

Another said: "I was contacted as soon as my flights were cancelled and kept in the loop at all times."

One Hays Travel customer said: "Hays Travel was fantastic. Full cash refund offered before I even asked for it. Booking included Ryanair flights, so I had expected a problem. Really feel Hays Travel looked after me. Will book with them again."

MoneySavingExpert.com will be compiling a full, detailed report of travel firm behaviour, with both the ratings and people’s experiences, and sending the findings to the Government’s Department for Business, Energy and Industrial Strategy, as well as the Competition and Markets Authority.

Martin Lewis, founder of MoneySavingExpert.com, said: "This is a tough time for the travel industry. It’s one of the sectors worst hit by coronavirus, but it’s a tough time for the public too, many of whom are also in dire straits. And they’ve been strident in telling us that they’ll remember how firms dealt with them during this time – good and bad.

"People aren’t just judging on whether firms failed to give a refund – though that plays a big part. Many poor ratings are also about difficulties in getting in touch, being given the run around, and terrible management of expectations – such as Ryanair sending vouchers to those who’d specifically requested cash refunds.

"People shouldn’t be annoyed with firms offering to move bookings or offering vouchers as refunds. Indeed I’d encourage those who don’t need the cash to take them, especially from firms with solid financials, as it’ll help keep the industry going and keep people in work. Yet when people are entitled to monetary refunds, to make them sit on phones on hold for hours, often getting cut off to get it, when vouchers are available at the click of a button leaves people feeling rightly riled.

"Sadly, out of the 53 companies rated, only 17 were net positive. But that means they should get even louder plaudits for trying to do it right. They’re struggling, but are protecting customers too, and the likelihood is when this is all over, they’ll come out stronger and with more brand loyalty because of it."

See below for the full list.