The coronavirus pandemic has been devastating for the journey trade, with hundreds of thousands of holidays and journey bookings both unavailable or cancelled.

But how corporations deal with their clients on account of the pandemic varies enormously, in line with a serious new investigative survey. It requested 27,000 journey clients to price corporations in line with how they’ve handled issues arising from coronavirus and filtered them right into a 53-place rating.

Journey Counsellors got here high, adopted by Hays Journey and Airbnb, with journey agent Journey Trolley on the very backside, adopted by TravelUp (52nd) and Teletext Holidays (51st) – and Ryanair in 47th place.

Travel Counsellors has been rated as the best firm in the UK for dealing with coronavirus-related travel issues

Journey Counsellors has been rated as the very best agency within the UK for coping with coronavirus-related journey points

Travel Trolley was rated as the worst firm for dealing with coronavirus-related issues

Journey Trolley was rated because the worst agency for coping with coronavirus-related points

Hays Travel came second in the poll, which was carried out by

Hays Journey got here second within the ballot, which was carried out by


1 Journey Counsellors 

2 Hays Journey 

Three Airbnb 

Four Jet2 Holidays 

5 Jet2 

6 British Airways Holidays 

7 Heart Parcs 

Eight Disney Holidays 

9 Trailfinders 

10 Haven 

11 Saga 



14 Easyjet Holidays 

15 British Airways 

16 HomeAway 

17 American Airways 

18 Ebookers 

19 Onthebeach 

20 Qatar Airways

21 Journey Republic 

22 Easyjet 

23 Expedia 

24 P&O Cruises 

25 Eurotunnel 

26 Aer Lingus 

27 Norwegian 

28 Riviera 

29 Eurostar 

30 Wizz Air 

31 Emirates 

32 Lufthansa 

33 Brittany Ferries 

34 Virgin Atlantic 


36 First Selection 

37 Tui 

38 Vueling 

39 Hoseasons 

40 Love Holidays 

41 Virgin Holidays 

42 Air France 

43 Secret Escapes 

44 STA Journey 

45 Sykes Cottages 

46 KLM 

47 Ryanair 

48 Opodo 


50 Vacation Extras 

51 Teletext Holidays 

52 TravelUp 

53 Journey Trolley  

207  +91

1,017  +70 

924  +56 

1,621  +54 

1,593  +47 

289  +45 

202  +42 

147  +37 

233  +32 

212  +30 

151  +26

441  +21 

1,178  +18 

163  +10 

1,809  +8 

199  +8 

123  +1 

108  -11 

283  -18 

112  -21 

266  -27 

2,425  -28 

811  -28 

603  -30 

106  -35 

193  -38 

196  -42 

142  -45 

239  -46 

158  -48 

450  -48 

142  -49 

253  -50 

627  -51 

244  -54 

223  -60 

3,252  -60 

119  -61 

451  -68 

677  -70 

775  -73 

149  -76 

299  -76 

150  -77 

610  -79

596  -82 

2,563  -82 

283  -86 

550  -87 

291  -92

251  -94 

593  -95 

338  -95 

The desk ranks corporations by internet rating (variety of ‘nice’ votes minus the variety of ‘poor’ votes – with ‘OK’ votes disregarded) and lists the variety of responses for every. Solely corporations with greater than 100 responses have been included.


Different massive names that did nicely within the ballot, which was carried out by (MSE), have been Jet2 Holidays (4th), (13th) and BA Holidays (sixth).

MSE stated it is going to now be reporting these findings to the Authorities’s Division for Enterprise, Power and Industrial Technique in addition to the Competitors and Markets Authority and the Civil Aviation Authority.

Martin Lewis, founding father of, stated: ‘This can be a powerful time for the journey trade. It is one of many sectors worst hit by coronavirus, but it surely’s a troublesome time for the general public too, lots of whom are additionally in dire straits. They usually’ve been strident in telling us that they will bear in mind how corporations handled them throughout this time – good and dangerous.

‘Individuals aren’t simply judging on whether or not corporations failed to provide a refund – although that performs a giant half. Many poor rankings are additionally about difficulties in getting in contact, being given the runaround, and horrible administration of expectations – resembling Ryanair sending vouchers to those that’d particularly requested money refunds.

‘Individuals should not be aggravated with corporations providing to maneuver bookings or providing vouchers as refunds. Certainly I might encourage those that do not want the money to take them, particularly from corporations with stable financials, because it’ll assist preserve the trade going and preserve individuals in work.

Ryanair came 47th in the poll. Martin Lewis, founder of, 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'

Ryanair got here 47th within the ballot. Martin Lewis, founding father of, stated: ‘This can be a powerful time for the journey trade. It is one of many sectors worst hit by coronavirus, but it surely’s a troublesome time for the general public too’

‘But when persons are entitled to financial refunds, to make them sit on telephones on maintain for hours, usually getting lower off to get it, when vouchers can be found on the click on of a button leaves individuals feeling rightly riled.

‘Sadly, out of the 53 corporations rated, solely 17 have been internet optimistic. But meaning they need to get even louder plaudits for making an attempt to do it proper.

‘They’re struggling, however are defending clients too, and the chances are when that is throughout, they will come out stronger and with extra model loyalty due to it.’

MailOnline Journey requested Ryanair, TravelUp and Journey Trolley for a remark however didn’t obtain a response.

Airbnb came third in the poll, which produced a ranking of firms each used by at least 100 respondents

Airbnb got here third within the ballot, which produced a rating of corporations every utilized by no less than 100 respondents


The precise course of to comply with in case your reserving is cancelled and also you wish to get your a refund will fluctuate relying on the kind of reserving you might have (flight, lodge, package deal vacation and so forth).

Earlier than asking for a money refund, take into account if you happen to want one. In the meanwhile, many corporations are actually struggling. This implies it is safer to demand a refund reasonably than accept a voucher, in case the agency collapses earlier than you need to use it. However it’s additionally price contemplating whether or not you are able to point out forbearance.

Having stated that, if you happen to’re positive that you simply do in your a refund, listed below are a couple of temporary tricks to comply with: 

1. Converse to the agency first and use its refund system. All the time begin this manner. Give it an opportunity, use its methods.

2. If that fails, warn it you may take it additional. In case you can converse to the agency and it is not serving to, warn it you may converse to your card agency. This prices corporations and it is cheaper in the event that they do it themselves, so give them the prospect.

3. If the agency will not offer you a refund, ask your card supplier. Converse to your card supplier and ask it to do a chargeback – the place it asks the agency’s financial institution for the cash.

4. If this does not work, your remaining motion can be to take the authorized route, maybe by way of a county courtroom.


Wayne Perks, Managing Director of Teletext Holidays, stated in response to the survey end result: ‘Regardless of having to place probably the most of our UK crew on furlough, and having halved the scale of our operation in India, the remaining workers have been working continuous with suppliers to cancel holidays and negotiate the waiving of any cancellation charges from them, in addition to answering any communication we obtain.

‘We needed to change our telephone traces off as a result of the Indian authorities enforced a really strict lockdown within the cities the place each our gross sales centres are positioned and we have been unable to get workers into these places of work. I can now advise that the restrictions are being eased and our gross sales centres are as soon as once more in a position to take calls, albeit at a lowered price while social distancing is maintained. ‘

He added: ‘After we guide holidays for our clients, we instantly pay for the flights, and subsequently don’t retain any of this cash inside our enterprise. As well as, Teletext Holidays usually pays lodges upfront with a view to get clients the very best room charges.

‘Teletext Holidays, subsequently, acts as an agent and we’re experiencing lengthy delays in receiving monies again from airways, with some telling us that we’ll not obtain clients cash till “the virus has handed”.

‘We now have put in place a two-stage refund course of, providing clients Atol protected refund credit score notes which they will use as much as December 31, 2020, for holidays travelling as much as December 31, 2021. If they don’t resolve to take this feature, we’re providing full refunds from July 31, 2020.’ 

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