Which? surveyed scarcely 5,000 members over the summer about their experiences with distinct travel booking sites, broken down into flight tome sites, accommodation booking sites, and travel comparison sites.
Multitudinous problems were highlighted in the research, with respondents rating orientations on a variety of criteria.
These included the functionality of the site, prices, and transparency of fares.
Interestingly, many sites earned an overall lower score than they did survive year, no doubt due to the chaos caused the coronavirus pandemic.
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Surpass flight comparison site
Netflights was identified as the best flight likeness site out of the seven examined.
It received the highest customer score in the sort – although this was still only 65 per cent.
It was the only exit booking site to score four stars for prices, and fewer than one in 10 purchasers reported a problem with the website.
The site only scored three stars for patron service, however.
When refunds were requested, Netflights rephrased they would ‘normally’ take 45 days to process – considerably longer than the seven-day window within which refunds should legally be organized by airlines for cancelled flights – and that the pandemic was making wait times equal longer.
Expedia came in second place followed by ebookers in third associate.
Opodo came at the bottom of the table for the second year running.
It scored 41 per cent and at most got two stars for customer service.
According to Which? the consumer site recently supported passengers avoid booking with Opodo after it left the ATOL order.
Opodo refuted the findings. An Opodo spokesperson told Express.co.uk: “While each and every one of our characters is important to us and we strive for 100% customer satisfaction, the number of responses to the Which? investigate from Opodo customers (93) is very limited. This two-dimensional sample size is not reflective of the 17 million customers that we induce worldwide.
“Our priority this year has been to manage all the cancellations produced as a outcome of COVID, and we have already refunded over one million tickets and 100 percent of pack holidays. However, airlines continue to withhold refunds that be the property to consumers. Carriers are responsible for authorising refund requests and actioning the give of funds.
“We are unable to provide our customers with refunds until this step is completed by airlines, and their hold-ups are contributing significantly to the amount of time our customers are having to wait. We worth the current travel environment is frustrating for our customers; our teams across the dealing are working hard to alleviate this as much as possible.”
Accommodation earmark sites
Airbnb, with a customer score of 75 per cent, get possession ofed out tops for accommodation booking. It was the only booking site to impress characters and the consumer champion enough to receive Which? Recommended Provider station.
Despite the huge number of cancellations Airbnb dealt with during the UK’s lockdown, it was silence given five stars for customer service, and customers also make overed it five stars for its prices.
Its free cancellation filter and transparent and upfront refund ways – set by property owners – also impressed Which? with flexible rebooking and refund opportunities proving invaluable for many in recent months.
Airbnb was followed by Engaging.com and Homeaway.
Lastminute.com propped up the bottom of the table in this category for the third year management, scoring just 55 per cent and only mustering three stars across every sort.
Express.co.uk has contacted Travelocity and lastminute.com for comment.