Small holiday firms 'are better'

Often travel agents are owned by major tour operators

UK holidaymakers are dissatisfied with big tour operators preferring the customer service offered by smaller independent holiday firms.

Most customers of the "big four" tour operators said that they would not recommend the holiday to a friend, when asked by the Consumers' Association.

When it comes to quality of service, the smaller independent holiday companies are topping the ratings

Which? editor Helen Parker

The Consumers' Association surveyed 30,000 of its members and asked them to rank UK tour operators for value for money and quality of service.

The survey results will come as a blow to the big four - Thomson (TUI), MyTravel, Thomas Cook (JMC) and First Choice - because January is traditionally a time when many families book their summer holidays.

Choice offers

Some 21 million Britons take a package holiday every year, with three-quarters travelling with the big four.

Top holiday companies

Laskarina

Great Rail Journeys

Swan Hellenic

Tapestry Holidays

Titan Travel

Source: Consumers' Association

Last year was a difficult time for big tour operators as a sluggish economy and rising costs in the aftermath of September 11 ate into profits.

The Consumers' Association claims that many holidaymakers are unaware that they were booking with the big four.

Bottom holiday companies

JMC (Thomas Cook)

First Choice

Golden Sun

Airtours

Unijet

Many big name High Street travel agencies and holiday brands are in fact owned by the major tour operators.

The Consumers' Association says that as a result consumers think they are being offered a choice - yet the chances are they will end up with a holiday from the Big Four.

Small is best

Customers of smaller independent travel firms seem to enjoy their holidays the most.

More than eight out of 10 customers of travel company Laskarina said that they would recommend their holiday to a friend, for example.

At the other end of the scale, Thomas Cook (JMC), the UK's oldest travel operator, came last in the Consumers' Association survey for the second year running.

Only one in five Thomas Cook (JMC) customers said that they would recommend their holiday to a friend.

TUI, which owns the Thomson brand, did the best of the big four - 47% of its customers were satisfied.

However, the average for all independent travel companies surveyed was 66%.

"When it comes to quality of service, the smaller independent holiday companies are topping the ratings," Which? editor Helen Parker said.