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The 70 best and worst firms for travel refunds: new MSE survey – Virgin and Loveholidays join Ryanair at the bottom

The 70 best and worst firms for travel refunds: new MSE survey – Virgin and Loveholidays join Ryanair at the bottom

Travel abroad from the UK has partially opened up again, after being essentially banned for over 100 days. During that time millions of people have been owed refunds for holidays they couldn't go on. Today MoneySavingExpert.com reveals the results of its latest survey, with 77,000 responses, showing a stark divide in the way different firms treat their customers.

The survey ran between Tuesday 30 June and Monday 6 July and had 77,101 individual responses about travel firms. The aim was to find out how people felt about their 'refund experience', by asking them to rate it as 'great', 'OK' or 'poor', and whether they actually got one.
 
Three big names did particularly poorly. Ryanair continues to live up to its customer service reputation, scoring the worst of the major brands at a net score of -89% (worked out as the 1% who rated it 'great' minus the 90% who deemed it 'poor'). It's now joined by Virgin Atlantic and Virgin Holidays on -88% and Loveholidays on -81%.

Unsurprisingly, these three firms were also among the worst at refunding people, with 4% or less of their customers saying they'd had a refund to date. A majority of Virgin Atlantic and Ryanair customers also said they'd been waiting more than two months for a refund since first asking.

While not a statistical random sample of the UK public, this huge survey does paint a strong picture of what's going on in travel refunds. Here are the detailed results. 

1. Loveholidays and Virgin join Ryanair with dire feedback as the worst big firms for refunds, while Travel Counsellors, Jet2 and Hays Travel gain customers' applause

We ranked firms by taking the percentage of those who had a 'great' experience with the company and subtracting the percentage who had a 'poor' experience to give a 'net experience score'. 

Of firms that received at least 100 responses, travel agent Alpharooms came out bottom with a net score of -99%, followed by Jetline (-97%) and Teletext Holidays (-96%).

At the top, Travel Counsellors managed an impressive net score of +84%. It was closely followed by Trailfinders (+81%) and both Jet2 brands (+79%, +77%), all of which have shown a big improvement since the last time we did this survey, in May. 

Travel firms ranked from best to worst

Firm Number of responses Net score Change from last survey
1. Travel Counsellors 745 +84 -7%
2. Trailfinders 974 +81 +49%
3. Jet2 Holidays 2,283 +79 +25%
4. Jet2 3,269 +77 +30%
5. Airbnb 1,102 +69 +13%
6. Hays Travel 1,629 +64 -6%
7. British Airways Holidays 342 +63 +18%
8. Haven 245 +54 +24%
9. Center Parcs 302 +53 +11%
10. Saga 230 +52 +26%
11. Disney Holidays 246 +51 +14%
12. Co-operative Travel 188 +34 New result
13. Easyjet Holidays 311 +31 +21%
14. Norwegian Air 309 +23 New result
15. HomeAway 276 +17 +9%
16. British Airways 3,248 +11 +3%
17. American Airlines 137 +9 +8%
18. Eurocamp 105 +7 New result
19. First Choice 292 +5 +65%
20. Booking.com 1,221 +4 -14%
21. Hotels.com 482 +3 -18%
22. Riviera 266 +2 +47%
23. Ebookers 128 +1 +12%
24. Travelbag 126 -3 New result
25. Qatar Airways 127 -6 +15%
26. Travel Republic 575 -12 +15%
27. Villa Plus 234 -17 New result
28. Tui 5,901 -21 +39%
29. Cottages.com 242 -22 +32%
30. P&O Ferries 120 -24 New result
31. Eurostar 268 -24 +22%
32. Expedia 1,059 -29 -1%
33. P&O Cruises 1,052 -31 -1%
34. Brittany Ferries 441 -32 New result
35. Princess Cruises* 100 -33 New result
36. Onthebeach 1,042 -34 -16%
37. Wizz Air 215 -34 +14%
38. Netflights 225 -36 New result
39. Hoseasons 313 -36 +32%
40. Easyjet 6,407 -39 -11%
41. Emirates 743 -48 No change
42. Vueling 196 -52 +9%
43. Etihad 112 -54 New result
44. Turkish Airlines 113 -60 New result
45. Holiday Extras 634 -65 +27%
46. Shearings 377 -65 New result
47. Aer Lingus 551 -68 -30%
48. Air France 198 -69 +7%
49. Loganair 183 -73 New result
50. Iglu* 191 -73 New result
51. Travel Trolley 270 -74 +21%
52. Secret Escapes 386 -77 -1%
53. Lastminute.com 877 -77 +10%
54. Sykes Cottages 683 -77 +2%
55. Lufthansa 310 -78 -29%
56. STA Travel 239 -78 -1%
57. KLM 575 -79 +3%
58. Loveholidays 2,806 -81 -11%
59. Budget Air 300 -82 New result
60. Barrhead* 195 -87 New result
61. Fleetway 297 -87 New result
62. Virgin Atlantic 2,675 -88 -37%
63. Virgin Holidays 2,518 -88 -15%
64. Air Transat* 173 -88 New result
65. Ryanair 8,897 -89 -7%
66. TravelUp 703 -89 +6%
67. Opodo 726 -92 -6%
68. Teletext Holidays 507 -96 -2%
69. Jetline* 198 -97 New result
70. Alpharooms* 188 -99 New result

Net score is calculated by subtracting the percentage of respondents who rated their experience as 'poor' from the percentage who rated their experience as 'great'. The number who rated their experience as 'OK' is not factored in.

We allowed users to include firms that weren't in our initial list of options and have put them in the table if we received more than 100 responses for that particular firm. The 100 response threshold is why most of the firms included are national brands, rather than smaller, independent companies. Asterisks denote firms that weren't included in our initial lists.

Firms that had over 1,000 responses are in bold.

Here's Martin's view on these companies' performance on travel refunds.

Martin: 'The refund farce must end, regulators need to take action'

MSE founder Martin Lewis said: "This refund farce has now gone on too long. The pandemic has been a torrid time for millions, who have faced huge financial shocks. Having thousands of pounds tied up on what was once a dream has turned into a nightmare. It's left people in distress and some will have seen their mental health impacted.

"It is time for regulators and politicians to take action. Even now, after months, less than a third of people in our mammoth survey have received the full (usually) legally required refunds, and it simply isn't good enough. We will be passing a dossier on this to the Competition and Markets Authority (CMA), Civil Aviation Authority and Department for Transport.

"The CMA's already called on full cancellation refunds. It first focused on childcare, weddings, events and UK holiday accommodation sectors. And it's worked, with firms U-turning on refunds. Now it must turn its attention to these travel firms, pressure needs to be put on Virgin, Loveholidays and others – as people have run out of options.

"Of course, we understand that the impact of the pandemic on the travel industry sector is devastating. It's why I've long called for 'forbearance' both ways – if people can help by taking vouchers, or rebooking, then they should. 

"Yet how individual firms have treated their customers during this time will long be remembered. And the fact so many firms are flouting the law and treating customers poorly means those that have bent over backwards in a difficult time need applause. 

"Bravo then to Jet2, Trailfinders, Hays Travel, Airbnb, Travel Counsellors, and all the small firms that have helped that weren't big enough to make our survey. I'd urge your customers to remember this, and reward you with their future custom.

2. Virgin plummets with the worst decline – First Choice and Tui see substantial improvement

This is the second travel refund cancellation survey we've done since the coronavirus crisis began. In our early May survey we had 27,000 responses and while many firms haven't improved or fallen by very much since then, there have been some substantial changes, as shown in the table above. 

Top of the drops was Virgin Atlantic, which plummeted from -51% to -88% (a -37 percentage-point change) drawing it level in disgrace with its fellow Virgin Holidays brand, also at -88%. Big airlines Aer Lingus and Lufthansa also had significant falls in their net score (-30 and -29 percentage points down on last time).

On the other hand, there were some positive movers. First Choice improved its score from -60% to +5%, while Trailfinders improved by +49 percentage points, and Riviera by +47 points.

Unsurprisingly, firms that have recently prominently changed their stance (often after pressure from the Competition and Markets Authority) to offer customers refunds saw a jump too.

These include Tui, which was up from -60% to -21% (see Tui refunds information), Hoseasons, up from -68% to -36% (see Hoseasons U-turns on refunds) and Holiday Extras, up from -92% to -65% (see Holiday Extras U-turns on refunds). Sykes Cottages' U-turn on refunds yesterday (Monday 6 July), came after this poll was concluded. 

3. Less than 1 in 20 customers of Ryanair, Loveholidays and Virgin Holidays have had a refund so far compared with 31% on average, yet Jet2 has refunded in 87% of cases

As you might expect, our survey tended to find that firms that performed well in terms of net score were better at providing customers with refunds.

We asked customers who'd had bookings cancelled by firms whether or not they'd had a full refund and found that overall, less than a third (31%) had. Of those who had got a refund, most had got it quickly, with 60% having received it within a month. Forty-six per cent of those refunded got it automatically without having to do anything to claim it.

Alpharooms and Air Transat were the worst performers, with not one of their combined 326 survey respondents saying they'd received a refund for a trip the firms had cancelled. Teletext Holidays and Virgin Atlantic had a refund payout rate of 1% among those who'd had trips cancelled. Big firms Ryanair, Loveholidays and Virgin Holidays barely did any better, with only 4% of their customers saying they'd had a full refund.

At the other end of the spectrum, 87% of Jet2 and Jet2 Holidays customers who'd had bookings cancelled said they'd had a refund from the firm. Trailfinders and Airbnb customers were also likely to get a refund, with 85% and 83% respectively saying they'd been refunded.

Best and worst firms for refunds

Firm Number of respondents with bookings cancelled by the firm % who have received full refund from firm
1. Jet2 3,033 87%
2. Jet2 Holidays 1,955 87%
3. Trailfinders 767 85%
4. Airbnb 286 83%
5. British Airways Holidays 294 81%
6. Villa Plus 188 78%
7. Norwegian Air 288 70%
8. Disney Holidays 117 67%
9. Haven 182 66%
10. Travel Counsellors 525 64%
11. First Choice 245 63%
12. Easyjet Holidays 244 63%
13. Saga 173 63%
14. Hays Travel 1,252 63%
15. Center Parcs 217 60%
16. British Airways 2,856 60%
17. Co-operative Travel 162 59%
18. American Airlines 94 53%
19. Hotels.com 256 50%
20. Riviera 188 49%
21. Eurostar 185 49%
22. Hoseasons 225 49%
23. Tui 5,281 47%
24. Booking.com 475 41%
25. Travelbag 108 41%
26. Qatar Airways 95 38%
27. Cottages.com 161 35%
28. Travel Republic 518 35%
29. P&O Cruises 829 35%
30. Expedia 752 34%
31. Brittany Ferries 344 31%
32. Easyjet 6,004 30%
33. Wizz Air 176 30%
34. Netflights 198 29%
35. Travel Trolley 220 27%
36. Princess Cruises* 83 25%
37. Vueling 184 24%
38. Sykes Cottages 318 20%
39. Etihad 94 19%
40. Emirates 593 18%
41. Holiday Extras 286 14%
42. Lastminute.com 733 14%
43. Secret Escapes 334 13%
44. Aer Lingus 412 12%
45. Onthebeach 962 12%
46. Air France 170 9%
47. Iglu* 161 9%
48. Turkish Airlines 97 8%
49. Loganair 147 6%
50. Barrhead* 177 6%
51. Lufthansa 268 6%
52. STA Travel 197 6%
53. Virgin Holidays 2,215 4%
54. Loveholidays 2,470 4%
55. KLM 504 4%
56. Ryanair 8,610 4%
57. TravelUp 590 3%
58. Jetline* 187 3%
59. Budget Air 281 2%
60. Opodo 611 2%
61. Shearings 362 2%
62. Virgin Atlantic 2,368 1%
63. Teletext Holidays 465 1%
64. Fleetway 286 1%
65. Alpharooms* 163 0%
66. Air Transat* 163 0%

We included firms if we received more than 50 responses for them. We set the threshold as 50 here (rather than the 100 above) as it's a factual answer with fewer options, so a lower number still works. This threshold is why most of the firms included are national brands, rather than smaller, independent companies. Asterisks denote firms that weren't included in our initial lists.

There are fewer firms in this table than in the 'net score' table above, as not everyone who scored a company was seeking a refund, so not all companies that feature in the table above feature in this one.

4. Airbnb quick to refund, but yet again it's Virgin Atlantic and Ryanair keeping the majority waiting two months or more (and some are still waiting)

We also asked how long people had to wait to get a refund, or how long they had been waiting. Again, the firms that tended to do well in the overall net score were quick to refund, and those that did badly, either slow or just not refunding.

Airbnb was quick to refund with 87% getting a refund within two weeks. Also quick were big firms Jet2 Holidays (57% within two weeks), British Airways (56%) and Jet2 (55%).

Note that below, the columns include both those who got their refund in the time stated, and those for whom it's been that long since they started their claim, though they don't have their refund yet.

Top 10 firms for refund waiting times

Firm % waiting less than two weeks % waiting two weeks to one month % waiting one to two months % waiting more than two months Total number of responses
1. Airbnb 87% 9% 3% 2% 247
2. British Airways Holidays 78% 13% 3% 6% 266
3. James Villa Holidays 64% 29% 7% 0% 69
4. Jet2 Holidays 57% 26% 14% 3% 1,787
5. British Airways 56% 14% 13% 18% 2,349
6. Jet2 55% 27% 14% 4% 2,848
7. Eurostar 50% 15% 19% 16% 122
8. Hotels.com 45% 19% 19% 17% 175
9. Disney Holidays 44% 20% 9% 26% 106
10. Trailfinders 44% 21% 25% 11% 689

We allowed users to include firms that weren't in our initial list of options and have put them in the table if we received more than 50 responses for that particular firm. We set the threshold as 50 here, as it's a factual answer with fewer options, so a lower number still works. The 50 response threshold is why most of the firms included are national brands, rather than smaller, independent companies. Figures may not add up to 100% due to rounding.

And while those customers who have to wait are still better off than those who got nothing, the worst performing firms for delay time were Iglu and Budget Air. For both, 83% of their customers had waited more than two months for a refund (or it's been that long since they started their claim).

Virgin Atlantic (69% two months or more, 9th worst) and Ryanair (59%, 20th worst) were the poorest performing of the big firms here. 

Bottom 10 firms for refund waiting times

Firm
% waiting less than two weeks
% waiting two weeks to one month
% waiting one to two months
% waiting more than two months
Total number of responses
10. Opodo 3% 7% 22% 67% 410
9. Virgin Atlantic 4% 8% 20% 68% 2120
8. Loganair 2% 4% 25% 69% 134
7. Princess Cruises* 3% 6% 19% 72% 72
6. STA Travel 1% 8% 17% 74% 122
5. Fleetway 1% 4% 20% 75% 171
4. TravelUp 3% 4% 17% 76% 316
3. Jetline* 0% 3% 20% 77% 94
2. Iglu* 2% 3% 13% 83% 133
1. Budget Air 2% 4% 11% 83% 214

We allowed users to include firms that weren't in our initial list of options and have put them in the table if we received more than 50 responses for that particular firm. We set the threshold as 50 here, as it's a factual answer with fewer options, so a lower number still works. The 50 response threshold is why most of the firms included are national brands, rather than smaller, independent companies. Figures may not add up to 100% due to rounding.

5. Customers who got refunds or got to rebook were more than twice as happy as those who got vouchers

Not all of the respondents in our survey have got a refund or other resolution yet. But of those who have, unsurprisingly, there's a huge disparity in happiness levels between those who got full refunds and those who reached other resolutions.

About 75% of those who got refunds said they were happy, as did 70% of those who rebooked for a future date. But only 29% of those who accepted a voucher or credit note said they were happy, with another 42% saying they thought this was a 'reasonable' solution.

And unhappiness reigns for those who have had to fight tooth and nail to get a refund, with a whopping 50% of those who went via their card firm or travel insurer saying they're unhappy or very unhappy – despite getting money back.

MSE's quick tips to get your money back

The exact process to follow if your booking is cancelled and you want to get your money back will vary depending on the type of booking you have (flight, hotel, package holiday etc).

Before asking for a cash refund, consider if you NEED one. At the moment, many firms are struggling. This means it's safer to demand a refund rather than settle for a voucher, in case the firm collapses before you can use it. But it's also worth considering whether you're in a position to show forbearance.

Having said that, if you're sure that you do need a cash refund, here are a few tips to follow:

1. Speak to the firm first and use its refund system. Always start this way. Give it a chance, use its systems.

2. If that fails, warn that you'll take it further. If you can speak to the firm and it isn't helping, warn it you'll speak to your card firm (this costs firms – it's cheaper if they do it themselves, so give them the chance).

3. If the firm won't give you money back, ask your card provider. Speak to your card provider to ask it to do a chargeback – where it asks the firm's bank for the money. Though some firms may later try to claw this back and you will have to go through a further dispute process.

If this doesn't work, your final action would be to take the legal route, perhaps through a county court.

Important! To be eligible for a refund, it's usually the case that the firm needs to cancel the booking rather than you doing it, as if you cancel, unfortunately there's no guarantee you'll get a refund. Plus, you're unlikely to be covered by travel insurance, providers of which would usually regard you cancelling as a 'disinclination to travel'.

However, some firms are now being more flexible and are letting customers rebook. For full cancellation rights and help, see our Coronavirus Travel Rights guide.

What do the firms say?

There are many firms that have performed negatively, but we have highlighted three big ones in this article – so felt it was appropriate to give them a right of reply, and justify themselves, which also likely sets the tone for other firms in a similar position.

A Virgin spokesperson said: "As a direct result of the global travel restrictions, we have had to cancel a vast number of flights and continue to be inundated with enquiries, including refund requests. Our absolute focus remains on supporting all of our customers to amend, rebook or cancel plans.

"We would reassure all customers that if they've requested a refund for a cancelled trip, it will be repaid in full, and the work to process refunds is our priority."

  • "As a direct result of the global travel restrictions, we have had to cancel a vast number of flights and continue to be inundated with enquiries, including refund requests. Our absolute focus remains on supporting all of our customers to amend, rebook or cancel plans. 

    "We would reassure all customers that if they've requested a refund for a cancelled trip, it will be repaid in full, and the work to process refunds is our priority. In order to accelerate the process, we have boosted the size of the teams handling refunds and trained additional staff to use the required systems, which is increasing our capacity to process refunds.

    "We are committed to completing each refund at the earliest opportunity, but certainly within a maximum timeframe of 120 days, from the date the refund is requested. We are making every effort to reduce this timeframe wherever possible in these extraordinary circumstances and thank all of our customers for their patience."

Ryanair spokesperson said: "We are pleased to have made such significant progress over the month of June in eliminating the backlog of cash refunds due to the Covid-19 flight cancellations. Over 90% of passengers who booked directly with Ryanair and who requested a cash refund for travel between March and June will receive their refunds before the end of July."

Loveholidays spokesperson said: "We recognise that during these exceptional times, the experience customers have had with us wasn't as efficient as any of us would have liked and we've been unable to deliver the high levels of service we endeavour to give. We appreciate that this is a worrying and uncertain time for many of our customers and apologise for issues that they have faced with refund payments."

  • "We recognise that during these exceptional times, the experience customers have had with us wasn't as efficient as any of us would have liked and we've been unable to deliver the high levels of service we endeavour to give. We appreciate that this is a worrying and uncertain time for many of our customers and apologise for issues that they have faced with refund payments. 

    "To date, Loveholidays has actioned more than 42,000 refund requests totalling over £22m (excluding the cost of refunds from airlines) which represents over 25% of our customers affected. Unfortunately, due to the scale of cancellations involved, while we are working as hard as possible to process refunds, it is taking longer than we would like.

    "We are listening to customers and appreciate they have had trouble contacting us as our live chat has been overwhelmed but we are working on improving that. Automated processes have been introduced to speed up the refund procedures with further improvements being worked on. For example, over 20,000 customers with refund credit notes due to expire at the end of July are being contacted this week to bring forward their refund payments (excluding flights) with the aim to pay their refund within the next 14 days (the exact timing of receipt is subject to card providers' timelines which are outside of our control). 

    "For all other customers, we are aiming to process all requested cash refunds back to them within eight weeks of us receiving the request via 'Manage My Booking' on our website. Where we receive cash refunds from airlines, we are committed to pass these on to our customers within five working days but it is important to note that to date we have only received 28% of the total due from the airlines. We will continue to review and evaluate our refund processes and will try to make this as fast as we possibly can and, once again, we would like to apologise to customers affected."