Financial protection and no hidden charges ‘most important factors’ for bookers

Financial protection and avoiding hidden charges are the most important factors considered by customers choosing a holiday company to book with, according to a survey by Blue Bay Travel.

The operator asked 4,499 consumers what is most important to them when choosing a holiday booking company, and found “no hidden charges” and “financial protection” topped the list.

They were followed by “high quality customer service”, “access to help should any issues arise”, and “flexible search options”.

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“Speedy replies from the travel company”, “ease of online booking”, and “expert travel advice” were also key drivers.

The survey also found 75% of the UK population plan to take a holiday in the next two years, with 42% of those opting for break with three or more hours of flying time, and 30% of those saying they will book that trip as a package holiday.

Chief executive Alistair Rowland said: “We’ve always placed a huge emphasis on customer service and our recent research shows that it’s more important than ever to win the trust of the customer.

“Travel is firmly back on the agenda as our survey demonstrated, with 75% of the UK population planning a holiday in the next two years, but we know that customers have a wide choice of holiday companies to book with and we never rest on our laurels when it comes to earning their trust and keeping their custom.

“The customer truly is king and employing a talented, motivated team of expert travel advisors to look after them, go the extra mile, and be available on the end of the phone should the client have any issues is the key to success.”