Airbnb Voted Third For Coronavirus Customer Satisfaction
We are all too aware of the difficulties the coronavirus pandemic has imposed on our everyday lives with the tourism sector one of the hardest hit. In a time when millions of holidays and bookings have either been unavailable or cancelled, how companies have dealt with problems arising from coronavirus has varied enormously, according to a new survey.
27,000 travel customers were asked to rate firms according to how they’ve dealt with problems arising from coronavirus and Airbnb claimed a spot in the top three of the 53-firm list compiled by Moneysavingexpert.com.
1 Travel Counsellors
2 Hays Travel
3 Airbnb
4 Jet2 Holidays
5 Jet2
6 British Airways Holidays
7 Center Parcs
8 Disney Holidays
9 Trailfinders
10 Haven
11 Saga
12 Hotels.com
13 Booking.com
14 Easyjet Holidays
15 British Airways
16 HomeAway
17 American Airlines
18 Ebookers
19 Onthebeach
20 Qatar Airways
21 Travel Republic
22 Easyjet
23 Expedia
24 P&O Cruises
25 Eurotunnel
26 Aer Lingus
27 Norwegian
28 Riviera
29 Eurostar
30 Wizz Air
31 Emirates
32 Lufthansa
33 Brittany Ferries
34 Virgin Atlantic
35 Cottages.com
36 First Choice
37 Tui
38 Vueling
39 Hoseasons
40 Love Holidays
41 Virgin Holidays
42 Air France
43 Secret Escapes
44 STA Travel
45 Sykes Cottages
46 KLM
47 Ryanair
48 Opodo
49 Lastminute.com
50 Holiday Extras
51 Teletext Holidays
52 TravelUp
53 Travel Trolley
207 +91
1,017 +70
924 +56
1,621 +54
1,593 +47
289 +45
202 +42
147 +37
233 +32
212 +30
151 +26
441 +21
1,178 +18
163 +10
1,809 +8
199 +8
123 +1
108 -11
283 -18
112 -21
266 -27
2,425 -28
811 -28
603 -30
106 -35
193 -38
196 -42
142 -45
239 -46
158 -48
450 -48
142 -49
253 -50
627 -51
244 -54
223 -60
3,252 -60
119 -61
451 -68
677 -70
775 -73
149 -76
299 -76
150 -77
610 -79
596 -82
2,563 -82
283 -86
550 -87
291 -92
251 -94
593 -95
338 -95
The table ranks firms by net score (number of ‘great’ votes minus the number of ‘poor’ votes – with ‘OK’ votes disregarded) and lists the number of responses for each. Only firms with more than 100 responses have been included.
Martin Lewis, founder of MoneySavingExpert.com, 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. And they’ve been strident in telling us that they’ll remember how firms dealt with them during this time – good and bad.Martin Lewis, founder of MoneySavingExpert.com, 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. And they’ve been strident in telling us that they’ll remember how firms dealt with them during this time – good and bad’
‘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 runaround, 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.’
