A list of the best and worst airlines and travel companies for dealing with cancellation refunds has been published by MoneySavingExpert.com.

How firms treat their customers due to the Covid-19 pandemic has led to a “stark divide”, MSE said.

More than 27,000 customers responded to a survey, which asked for their rating, feedback and experiences dealing with 81 travel companies due to problems arising from coronavirus.

Firms were then ranked by subtracting the percentage who had a poor experience from those who had a great experience with the company.

Of the 53 firms that received more than 100 responses, travel agent Travel Trolley was found to be the worst with a net score of -95%, followed closely by TravelUp at -95%, with a slightly lower proportion of ‘poor’ votes, and Teletext Holidays at -94%.

The worst performing major businesses were Ryanair at -82% – from 2,500 responses – and Tui at -60%.

At the other end of the scale, Travel Counsellors came top with a net score of +91%, followed by Hays Travel with +70% and Airbnb with +56%.

Other names that did well were Jet2holidays with +54%, Booking.com with +18% and British Airways with +8%.

MSE will be reporting the findings, with both the ratings and people’s experiences, to the Department for Business, Energy and Industrial Strategy as well as the Competition and Markets Authority and the Civil Aviation Authority.

MoneySavingExpert.com founder Martin Lewis said: “This is a tough time for the travel industry. It’s one of the sectors worst hit by coronavirus, but it’s a tough time for the public too, many of whom are also in dire straits.

“People aren’t just judging on whether firms failed to give a refund – though that plays a big part. Many poor ratings are also about difficulties in getting in touch, being given the run around, and terrible management of expectations – such as Ryanair sending vouchers to those who’d specifically requested cash refunds.

“People shouldn’t be annoyed with firms offering to move bookings or offering vouchers as refunds.

“Indeed I’d encourage those who don’t need the cash to take them, especially from firms with solid financials, as it’ll help keep the industry going and keep people in work.

“Yet when people are entitled to monetary refunds, to make them sit on phones on hold for hours, often getting cut off to get it, when vouchers are available at the click of a button leaves people feeling rightly riled.

“Sadly, out of the 53 companies rated, only 17 were net positive.

“Yet that means they should get even louder plaudits for trying to do it right. They’re struggling, but are protecting customers too, and the likelihood is when this is all over, they’ll come out stronger and with more brand loyalty because of it.”

MoneySavingExpert ranks travel firms from best to worst

The table ranks firms by net score (number of ‘Great’ votes minus the number of ‘Poor’ votes – with ‘OK’ votes excluded votes as a neutral rank – and lists the number of responses for each.

Only firms with more than 100 responses have been included and in bold are the 10 biggest firms by number of respondents in the survey.

Rank  

Firm

 

Responses

 

Net score

1 Travel Counsellors 207 +91
2 Hays Travel 1,017 +70
3 Airbnb 924 +56
4 Jet2holidays 1,621 +54
5 Jet2 1,593 +47
6 British Airways Holidays 289 +45
7 Center Parcs 202 +42
8 Disney Holidays 147 +37
9 Trailfinders 233 +32
10 Haven 212 +30
11 Saga 151 +26
12 Hotels.com 441 +21
13 Booking.com 1,178 +18
14 Easyjet Holidays 163 +10
15 British Airways 1,809 +8
16 HomeAway 199 +8
17 American Airlines 123 +1
18 Ebookers 108 -11
19 Onthebeach 283 -18
20 Qatar Airways 112 -21
21 Travel Republic 266 -27
22 Easyjet 2,425 -28
23 Expedia 811 -28
24 P&O Cruises 603 -30
25 Eurotunnel 106 -35
26 Aer Lingus 193 -38
27 Norwegian 196 -42
28 Riviera 142 -45
29 Eurostar 239 -46
30 Wizz Air 158 -48
31 Emirates 450 -48
32 Lufthansa 142 -49
33 Brittany Ferries 253 -50
34 Virgin Atlantic 627 -51
35 Cottages.com 244 -54
36 First Choice 223 -60
37 Tui 3,252 -60
38 Vueling 119 -61
39 Hoseasons 451 -68
40 Love Holidays 677 -70
41 Virgin Holidays 775 -73
42 Air France 149 -76
43 Secret Escapes 299 -76
44 STA Travel 150 -77
45 Sykes Cottages 610 -79
46 KLM 596 -82
47 Ryanair 2,563 -82
48 Opodo 283 -86
49 Lastminute.com 550 -87
50 Holiday Extras 291 -92
51 Teletext Holidays 251 -94
52 TravelUp 593 -95
53 Travel Trolley 338 -95