Which? lists its top agents for service Andrew McQuarrie
High street travel agencies have welcomed research by Which? confirming they offer “exceptional customer service and unrivalled travel knowledge”. The brand, which surveyed more
than 2,500 people about recent trips booked through high street agencies, revealed 94% of respondents said they were satisfied with agents’ service. Trailfinders achieved the highest
customer score, with a rating of 90%, followed by Miles Morgan Travel with 87%, and Althams Travel, 85%. The next best-performing
agencies were Co-op Travel, Fred Olsen Travel and Hays Travel, all with a score of 84%. Others on the list included Baileys Travel (82%), Oasis Travel (81%), Kuoni
(80%), Tui (79%), Barrhead Travel (78%), Premier Travel (78%), Spear Travels Group (78%) and Flight Centre (76%). Customers rated the agencies
on customer service when booking, while on the trip and afterwards. They also scored them for the range of suitable holidays offered; quality of services (accommodation, etc); whether the description matched the reality; the ability to tailor holidays to their needs; and value for money. Which? noted that all of
the agencies received four stars out of five for value for money, “highlighting how more people should be using them, especially if they often feel overwhelmed when booking a trip themselves”. Rory Boland, the brand’s travel editor, said: “Travel agents offer
Abta set to appoint new chair to follow Alistair Rowland
Ian Taylor
Abta will confirm the appointment of a new chair in the next fortnight, with the decision to be agreed at a special board meeting so the chair can be in place at the next scheduled board meeting on January 22. Outgoing chair Alistair Rowland,
chief executive of Blue Bay Travel, stood down from the board following Abta’s annual general meeting (AGM) on December 4, having held the position since 2019. His replacement will be selected from among the 13 current directors.
6 8 JANUARY 2026 However, the board is set to
expand following an amendment to Abta’s Articles of Association agreed at the AGM that will allow the appointment of two additional directors – expanding the maximum number to 16. The additional members
will serve two-year terms and, if reappointed, a maximum of three terms as do current appointees to the board. Board members elected by Abta members also serve two-year terms but with no restriction on the number of terms they serve. The two additional directors may be Abta members, but do not have
Travel agents offer
exceptional service and unrivalled travel knowledge, and are well worth considering for your next holiday
exceptional customer service and unrivalled travel knowledge, and are well worth considering for your next big holiday.” Trailfinders, Miles Morgan
Travel, Althams Travel and Hays Travel were named as Which? Recommended Providers (WRP). Miles Morgan Travel managing
director Mandy Shillito said it was “quite overwhelming” for the agency to be recognised as a WRP.
She added: “Since the launch
of Miles Morgan Travel back in 2006, customer service, staff knowledge and expertise have been at the top of our priorities.” Althams Travel managing
director Sandra McAllister said the business was “truly honoured” to be named as a WRP, adding: “The award is especially meaningful to us as it reflects our ongoing commitment to provide outstanding service to the lovely customers in our communities.” Sue Bradley, head of customer
experience at Hays Travel, said: “We are delighted to be named a Which?-recommended high street travel agent once again. “We value our customers, and
providing excellent customer service is key at Hays Travel.”
Abta’s current board of directors
Outgoing Chair O Alistair Rowland (pictured), chief executive, Blue Bay Travel
chief executive O Mark Tanzer
elected board members O Daniele Broccoli, director, Britaly Travel and Typically Italian Holidays
O Adam Murray, group chief financial officer for Europe, Flight Centre
O Edward Byrne, chief executive, PB International Travel
Abta Appointees O Richard Slater, Henbury Travel – represents Abta’s Council of Regions
O Steve Heapy, chief executive, Jet2 O Garry Wilson, chief executive, easyJet holidays
O Neil Swanson, managing director, Tui UK & Ireland
to be. An Abta spokesperson said the amendment “gives the board more scope to ensure it comprises a range of skills and expertise reflecting the dynamic and diverse nature of the
travel industry and the environment in which Abta and its members operate”. No date had been set for the
special board meeting as Travel Weekly went to press.
travelweekly.co.uk
O Giles Hawke, international vice-president, Celebrity Cruises
O Chris Wright, managing director, Sunvil Group
non-abta member appointees O Minette Batters, former president, National Farmers’ Union
O Andrew Swaffield, former chief executive, Monarch
O Ailsa Pollard, former UK head, dnata Travel Group
PICTURE: Arif Gardner
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