Which? has issued its list of top high-street agents, using the results of a survey compiled from readers’ responses.
The consumer champion surveyed more than 2,500 holidaymakers who have used a traditional high-street travel agent in the last three years.
When asked why they booked with a high street agent, 60% said it is because they want to talk through their options with a real person, while more than a third (36%) said it is because they had a complex itinerary or specific requirements.
Which? Travel Editor Rory Boland said: “Travel agents offer exceptional customer service and unrivalled travel knowledge, and are well worth considering for your next big holiday.
“It’s a chance to pop down to your local high street, have a cup of tea and chat with someone knowledgeable about where you want to go.”
Trailfinders topped the table with a score of 90% and was praised for exceptional all-round service. It received five stars in the majority of categories readers were asked to score.
Miles Morgan Travel came in second with 87%, with Althams Travel third, scoring 85%. Miles Morgan got five stars for customer service during the planning and booking stages, description matching reality and the quality of services provided, while Althams received five-star scores for tailoring the holiday to the customer’s needs, as well as customer service whilst travellers were on holiday.
Co-op Travel, Fred. Olsen Travel and Hays Travel all came joint fourth, scoring 84%.
Hays Travel scored five stars for customer service when planning and booking, description matching reality and the holiday being tailored to a client’s needs. One customer said: “The staff were knowledgeable, friendly, easy to deal with…just what is needed from a travel agent.”
Co-op Travel received five stars for customer service when planning and booking and tailoring the holiday to a client’s needs. One customer called Co-op a ‘fantastic travel company, they did everything for us and we as a family had a brilliant experience and time away’.
Fred. Olsen Travel received five stars for customer service during the planning and booking process, quality of services and description matching reality.
Which? top travel agents
1 Trailfinders
2 Miles Morgan Travel
3 Althams Travel
4 Co-op Travel, Fred Olsen Travel and Hays Travel
In a separate survey, Which? has listed the top five tailor-made holiday specialists, based on responses of more than 12,000 holidaymakers.
They are:
1 Trailfinders
2 Audley Travel
3 Travel Counsellors
4 Kuoni
5 Travelbag
