Holidaymakers are returning to high street travel agents, with 94 per cent of customers satisfied with their experience, according to a new Which? survey of over 2,500 people. The consumer champion found that 60 per cent of respondents valued speaking to a real person, while 36 per cent used agents for complex itineraries.
Trailfinders topped the rankings with a 90 per cent score, praised for going the extra mile across its 47 shops. Miles Morgan Travel followed at 87 per cent, earning full marks for customer service and quality of travel. Althams Travel, operating in northern England, scored 85 per cent for seamless bookings and high customer care.
Co-op Travel, Fred Olsen Travel and Hays Travel each achieved 84 per cent, all receiving five stars for customer service. However, Which? noted that Co-op Travel and Fred Olsen are not Which? Recommended Providers because they would not commit to never surcharging customers.
Flight Centre and Virgin Holidays scored 76 per cent, while all providers earned four stars for value for money. Rory Boland, editor of Which? Travel, 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.'
Boland advised customers to ensure any package bought is ATOL-protected, stating: 'This ensures your money is safe if you book a package and the operator goes bust.'
