Customer service

Consumer group Which? has ranked hotels based on customer feedback – with pub chain Wetherspoons given a ‘great value’ gong and Premier Inn losing Recommended Provider status as it slips down the list

The Britannia Hotels chain has been ranked the worst place to stay for the 12th year running in a poll, as Wetherspoons beat Premier Inn and took home the ‘top value’ prize.

Consumer group Which? gave Britannia, with more than 60 sites, a lowly customer score of just 44%. It managed just one star out of a possible five for the quality of its bedrooms and bathrooms.

One Britannia customer at the Grand Burstin Hotel in Folkestone, Kent, described witheringly as a “total dive”. Another said they had three nights booked but left after one because of the poor service, room and food.

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Britannia’s chain include a number of historic and landmark hotels. They include Liverpool’s famous Adelphi, which scores just 2.6 out of possible five on Tripadvisor as the website says guests “frequently cite noise issues due to thin walls”. Britannia’s Grand Hotel in Scarborough gets an even lower 2.4 on Tripadvisor, which says rooms are “basic and dated, with mixed reports on cleanliness.”

The firm’s hotel in London’s Docklands has been the scene of protests amid reports it was being used to house asylum seekers. It has been given a score of 2.8 on Tripadvisor. The Britannia group is controlled by tycoon Alex Langsam, who also owns holiday camp Pontins and was criticised after its Southport’s site sudden closure in early 2024.

The Mirror confronted Mr Langsam at the time at his 10-bedroom mansion in Cheshire. But when asked if he had anything to say to the workers who left in tears, he claimed: “It’s nothing to do with me, I am nothing to do with Pontins.”

Top in the Which? large hotel category was a pub chain with 35 inns. The Coaching Inn Group received a customer score of 81%, with “often historic buildings located in beauty spots or market towns where they aim to be ‘the best venue in town’.”

Pub giant JD Wetherspoon, which has over 50 hotels across the country, was also praised. It came fifth and was the only chain to be awarded a Which? Great Value badge. At just £70 for an average night’s stay, Wetherspoons got four stars for value for money and the majority of other categories, including customer service. One guest commented that the hotel was “clean, comfortable and good value”.

It came above Premier Inn, which slipped to seventh in the large chain table, and lost the Which? Recommended Provider status. While customers still ranked Premier Inn’s beds as some of the most comfortable in the survey, some guests told Which? their stay wasn’t good value and suggested that standards were slipping.

One guest said that “Premier Inn has lost its way. Prices no longer budget levels and service is no longer a priority”. An average night’s stay is £94. Rory Boland, Editor of Which? Travel, said: “A night away should be a real treat but with hotel prices climbing, finding a hotel chain that consistently offers comfort, good customer service and a charming location at a fair price has become harder. “

A spokesperson for Premier Inn said: “At Premier Inn we help millions of people have a great night’s sleep and sell over 20 million room nights every year to families, leisure and business guests. We’re pleased that the 2,746 Which? members who answered for Premier Inn as part of this summer survey awarded us five stars for bed comfort and that they also rated our customer service and cleanliness highly.

“Whether it’s our estate-wide roll-out of brand new, high-quality beds all with a choice of soft or firm pillows, providing relaxing shower products in every room or keeping our food and drink menus updated with new offers to tempt and excite customers, we’re continually investing in our guest experience. We are always looking to improve and welcome comments and feedback– indeed we actively seek them through our own customer surveys. We will certainly pay special attention to address anything that feedback suggests we need to.”

Britannia Hotels was contacted for comment.

Holiday-maker Jason Hall was heading home after a nine-day break in Cyprus with his 13-year-old daughter when they found themselves ‘abandoned’ at the wrong airport

A holidaymaker vowed to boycott an airline after he and his daughter were left ‘abandoned’ overnight.

Jason Hall, 54, had been enjoying a nine-day getaway with his 13-year-old daughter in Cyprus, and they had been due to land at Birmingham Airport at 5.30pm on August 6. But, after a small aircraft crash-landed on the runway, their flight was diverted to Cardiff Airport, arriving at 6.10pm.

Passengers on the aircraft were promised that return transport would be arranged for them – but, according to Jason, that did not take place. He has gone on to slam the company’s ‘shocking’ after-care.

Jason, of Clayton, told StokeonTrentLive: “I can’t complain about the holiday – it was lovely. Coming back was where the trouble started. We were promised that we’d be provided with coach travel back to Birmingham – I didn’t mind, these things happen sometimes.

“We spent an hour-and-a-half collecting our bags because they weren’t expecting two massive 300-passenger TUI planes in. But once we’d got our things, we couldn’t see a single member of TUI staff in the whole airport. We left for the car park, and there were around 450 people stood waiting for these coaches.”

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He continued: “Eventually, a member of staff from Cardiff Airport – not a member of TUI staff – came out to tell us that three coaches had already been and gone. But if you think that a coach can hold roughly 50 people, that was nowhere near enough for the 600 of us who had landed.

“There were young families, children, kids in wheelchairs, all sorts of people left with no way of getting home. We stood in the car park for around an hour waiting for some sort of direction. Then everybody’s phone went off at the same time. It was an email from TUI informing us that they could not get us home and that we’d need to make our own arrangements.”

Passengers left stranded at Cardiff Airport were told that the airline was ‘having issues sourcing transport’ and encouraged passengers to pay for their own travel arrangements. TUI promised customers it would compensate them in full for any extra costs after their journey.

“We were all just abandoned by TUI,” Jason explained. “There were students and people who didn’t have the money to pay for this up front. Some people were getting local taxis that were costing £350. Others were getting Ubers which were costing £450. Within half an hour, you couldn’t even book one. They’d all gone.

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“I made a decision to get a nearby hotel room for me and my daughter, as I didn’t want to make her sleep in the airport. We got a little room down the road for £85. We couldn’t physically get home. There were no taxis and you couldn’t get a train until the next day.

“The next morning, we went to the station and caught four different trains. We went from Cardiff to Bristol, Bristol to Birmingham New Street, and Birmingham New Street to the airport. When we finally arrived back to the car, I’d got a parking fine.”

Jason’s disastrous journey home led him to miss a day’s paid work as well as the £85 hotel bill, £100 in train fares, and the £60 parking ticket. But he claims TUI refused to compensate his costs in full.

He added: “They only offered to pay for my train fares. I explained the rest of my additional costs, but they just weren’t interested. They made out as if I should have just gone straight back, but that wasn’t possible. The duty of care and customer service was just non-existent.

READ MORE: Mum and kids driven ‘out of our minds’ as they’re ‘stranded’ after TUI cancellation

“It was absolutely shocking. I’ll never use them again. They’re fine so long as everything runs smoothly. But as soon as there’s some kind of incident, it seems they just don’t want to look after you at all. The bare minimum is ensuring they can get you to your destination – not just abandon you somewhere else.”

TUI has since repaid Jason in full.

A spokesperson for TUI UK & Ireland said: “We would like to apologise to all customers impacted by this unexpected flight diversion, which was unfortunately out of our control. We always strive to provide our customers with the best possible travel experience, and we understand that this situation impacted the end of their holiday.

“We have been in direct contact with all customers, including Mr Hall, and have arranged refunds for out-of-pocket expenses.”

Saying this one phrase to airlines when your flight is cancelled can dramatically increase your chances of getting the help you need

Having a flight cancelled is an incredibly stressful experience. If you’re at the airport, bags packed and ready, everything booked and suddenly stranded, emotions can run high. However, it’s important to stay calm.

Anna Bielikova, Chief Operations Officer at Simply Contact, has shared her top tips for working your way through the chaos and getting the best customer service without losing your patience. She said there is one phrase you can say which will almost always ensure your case is addressed promptly, reports the Express.

Anna said: “Say ‘I need rebooking options, not a refund’ right away.

“This tells the system you’re looking for a quick resolution, not a lengthy refund process. Also try ‘I have onward connections’, even if you don’t. This gets you flagged as a complex case needing senior agent attention.”

She also recommends ditching the phone call for social media.

These platforms often have shorter queues than phone lines because fewer people think to use them.

Anna said: “We see response times on airline apps that are 60% faster than phone support during peak periods. Social media teams also have more flexibility to solve problems quickly, and they hate public complaints.”

Try Twitter DMs or Facebook Messenger first. These teams want to resolve issues fast before they become reputation disasters. If the airport is packed and the service desk for the airline you’re using has a huge queue, you can also try one of the other partner airlines.

A lot of airlines share booking systems and can help with rebookings.

“If you’re flying British Airways and their desk is packed, try checking with American Airlines or Qantas,” suggests Anna. “They’re all in the same alliance and can often help faster than waiting in your original queue.”

If you are going to call the airline, try to avoid peak times.

Anna said: “The biggest mistake people make is calling during peak hours, which are between 8am and 6pm when everyone else is calling.

“Try early morning or late evening instead, if it’s not urgent. And never rely solely on airport staff during major disruptions. They’re dealing with hundreds of people face-to-face while phone and digital teams might be less overwhelmed.”

It’s also crucial to stay calm and be polite, no matter how frustrated you may be. “Whatever you do, don’t shout or get aggressive,” said Anna.

“I’ve seen our systems flag difficult customers, and once you’re marked as problematic, every future interaction becomes harder.

“Stay calm, be specific about what you need, and always have your booking reference ready. The agents want to help you, so make their job easier and they’ll make yours easier too.”

While passengers typically sleep in their seats on long-haul flights, few know where the cabin crew rest – but a TUI flight attendant has offered a rare behind-the-scenes look

A TUI air hostess has lifted the curtain on a little-known aspect of aviation by showing where cabin crew staff sleep on long haul flights. Experienced travellers will be well-versed in the hierarchy of airline seating from economy to first class, with the latter two offering flat-bed luxury.

However, for some passengers it’s a mystery as to where the flight attendants rest during these lengthy journeys. Charlie Silver, an air hostess with TUI, took to TikTok to give a glimpse into the resting place for staff onboard planes. In her video, she walks through a hidden door near the galley and climbs a ladder to a snug sleeping area above the main cabin.

She reveals: “This is our crew bunks and we have six of these little beds located on our 787 Dreamliners.” She goes onto describe how each crew member receives a ‘bunk kit’ for their break, complete with a pillowcase, mattress topper, and blanket.

Charlie admits that making up these compact beds isn’t straightforward due to the cramped conditions.

The flight attendant shared: “Some crew can’t sleep up here but even if you’re not going to sleep sometimes it’s just a nice little escape from everyone.

“I, personally, can sleep and I think it’s just the sound of the plane that just soothes me.”

Ensuring her safety, she always fastens her seatbelt over the blanket in case of any unexpected turbulence. The bunks also usually come with reading lights for convenience.

Charlie further revealed that these snug spaces are where crew members can “have a little nap at 40,000 feet somewhere across the Atlantic”.

After take-off, rest periods are scheduled and rotated among the crew to ensure everyone gets a chance to recharge.

As per Cabin Crew Wings, on flights ranging from 8 to 12 hours, staff might be allocated an hour or two for their rest break.

On ultra-long-haul flights (those exceeding 12 hours), they are often given up to four hours to rejuvenate and be ready to help passengers.

Cabin Crew 24 reveals that passengers “rarely know about these spaces as they are often hidden from view”.

Despite being compact, these compartments provide enough comfort for crew members during their breaks.

They come equipped with essentials like privacy curtains and ventilation systems.

The website also emphasises that rest for cabin crew is a “critical part of ensuring the safety and efficiency of the flight”.

This is because the onboard staff have numerous responsibilities, including handling emergencies and providing customer service.

Charlie’s TikTok video, offering a peek into where TUI cabin crew members catch some shut-eye, has garnered more than 30,000 likes and nearly 200 comments.

One person remarked: “I’d pay good money to have one of these instead of a normal seat.” Another chimed in: “Gosh I’d feel very claustrophobic.”

A third expressed their astonishment, saying: “Why have I travelled long haul millions of times with TUI and never knew about these.”

Meanwhile, a fourth commented: “Been on a TUI 787 many times, where on Earth is this located on the plane?!?!” To which Charlie responded: “At the back most people think it’s a toilet!”

A survey of 1,700 holidaymakers has revealed some of the best and worst of British holiday park breaks

A survey by Which? has revealed some of the best and worst holiday parks in the UK for 2025, with well-known brands such as Haven and Center Parcs losing out to lesser-known providers.

The survey was completed by 1,700 Which? members who were asked to rate their experiences in UK holiday parks and resorts. Respondents were asked to rank details from the cleanliness of the park to the quality of their accommodation, variety of free activities on offer, and the overall value for money of their holiday.

Topping the chart for “customer score” was Potters Resorts, which offer all-inclusive holidays at two resorts based in Essex and Norfolk. While it’s an adults-only resort most of the year, children are allowed during the summer holidays in Norfolk. Potters scored an impressive 87%, with an impressive five-stars for quality of facilities and accommodation, and a perfect score for the variety of free activities on offer.

Although Potters is the most expensive of the parks included in the Which? survey, the price includes all food and drink, activities that range from pickleball to archery and evening entertainment which is described as ‘West End’ quality, netting the parks a four-star rating for value for money.

Forest Holidays came in second, with an overall customer score of 80%. The brand has eight parks in England, three in Scotland, and two in Wales, with rural locations and accommodation such as log cabins and treehouses. Customers gave positive feedback for the quality of the accommodation and cleanliness, although they only got three-stars for value for money.

Another winner was Bluestone Wales, which is set in picturesque Pembrokeshire. Bluestone offers luxury lodges and cottages, also scoring highly for the quality of accommodation on offer. While they scored well for the variety of children’s activities on offer and the entertainment, they also scored three-stars for value for money, giving them an overall score of 77%.

Pontins are yet again at the bottom of the chart, having also come bottom in 2024. The brand only has one holiday park that’s currently open to guests, the adults-only Sand Bay Holiday Village in Weston-Super-Mare. Their other two parks in Burnham on Sea, Somerset and Pakefield, Suffolk are temporarily closed in order to house construction workers.

Scoring just 56% for customer satisfaction, Pontins scored just two-stars in most areas and, despite being the cheapest option, customers still felt they received poor value for money.

In a Tripadvisor review of their Pakefield park, one customer said: “Worst place I have ever visited, chalet was old unkempt and dirty, holes in sheets, beds pushed together with terrible matress and pillows, to shower you had to keep pushing a button in, it leaked all over the floor”.

Another complained: “Rooms are shabby and quite dirty. Dirt on the baseboards, cobwebs in the corners and behind doors, our shower curtain had pink mold growing along the bottom seam, clearly not laundered between guests.”

However, there were positive reviews of the Pontins experience. One said: “We went beginning of October had a brilliant week! Food was great, swimming pool was really good and for the price you really can’t get any better!”

And many reviews praised the entertainment on offer, with one saying: “The Bluecoats show Vegas was amazing! They are all so talented and are always doing some activity or joining in on the dance floor and having a laugh or chatting with people.”

The bottom of the list also included Largo Leisure Parks, a chain of six parks in Scotland, who scored 64%. However, it’s worth noting they had a small sample size of just 30 respondents who had visited their parks.

A spokesperson for Largo Leisure said: “Whilst this is of course disappointing, this relates to only 30 people who were surveyed about Largo Leisure over 12 months ago. On both TripAdvisor and Google Reviews, where we have thousands of reviews for each of our six Scotland holiday parks, all of them are rated 4.3 or above out of 5.

“We regularly get 5 star reviews on both TripAdvisor and Google reviews and we would encourage people to take a look on both to see a true reflection of the guest experiences at our parks. We are very proud of our track record for providing exceptional holidays for our guests but we never stop trying to improve. We are enjoying a busy year across all our parks and if people read the online reviews they will see why.”

Away Resorts had the same score. They have 25 parks across the UK, including the popular south-west of England area and the Isle of Wight.

Away Resorts got just two stars for value for money, despite offering a wide range of accommodation from caravans and glamping to luxury lodges. They also scored poorly for customer service, but received three-stars for cleanliness and quality of accommodation.

The most popular holiday park provider in the survey was Center Parcs, which scored 69%, putting it neck and neck with Haven. While it scored well for the quality of its facilities and accommodation, it received low scores for the variety of free activities on offer and overall value for money. It was the third most expensive on the list, coming in after Potters and Warner Leisure Villages, who offer adults-only breaks.

One Which? member wrote: “Very expensive for what it is. Accomodation excellent, apart from the oasis pool, everything was extra. Staff were very helpful and the children enjoyed their stay. I will not be going back.”

Haven, who have 38 parks across the UK, scored the same percentage as Center Parcs, although they did get three stars for value for money. Which? readers gave them two star scores for food and drink and the variety of free activities on offer.

Best and worst holiday parks in the UK ranked by customer score

1. Potters Resorts 87%
2. Forest Holidays 80%
3. Bluestone Wales 77%
4. John Fowler Holiday Parks 77%
5. Hoburne Holidays 75%
6. Hoseasons 74%
7. Waterside Holiday Group 74%
8. Warner Leisure Villages 71%
9. Center Parcs 69%
10. Haven Holiday Parks 69%
11. Parkdean Resorts 68%
12. Butlins 67%
13. Park Holidays UK 66%
14. Away Resorts 64%
15. Largo Leisure Parks 64%
16. Pontins 56%

Pontins, Away Resorts, Park Holidays, Butlins, Center Parcs, and Haven have been approached for comment.

Liverpool John Lennon Airport has been named the best airport in the UK – despite being significantly smaller than some of its southern rivals such as Heathrow and Gatwick

Liverpool John Lennon Airport has soared above its UK counterparts, despite being smaller than southern giants like Heathrow or Gatwick.

The local airport secured an impressive 35th place out of 250 in the 2025 AirHelp Score, which evaluates airports worldwide, making it the highest-ranking UK airport.

London City followed as the next best UK performer, landing at 56th. However, big hitters such as Gatwick and Heathrow didn’t fare as well.

In fact, Gatwick was dubbed the worst-performing UK airport, ranking a dismal 235th globally.

Heathrow, the busiest airport in the UK, also failed to impress, managing only 178th place, reports the Liverpool Echo.

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Both major London hubs have had a challenging year, grappling with staffing shortages, strikes, delays, and even a power substation fire at Heathrow causing significant disruption.

The annual AirHelp report, running since 2015, assesses airports based on punctuality, passenger service quality (including staff and comfort), and the variety of food and shops.

This year’s report evaluated airports in 68 countries, providing valuable insights just as the bustling summer holiday season kicks off.

Other UK airports also struggled. Leeds Bradford landed mid-table at 132nd, while Manchester and Birmingham languished near the bottom at 220th and 214th respectively – largely due to complaints about delays and subpar customer service.

The latest findings reveal a concerning trend for some of the UK’s major airports, yet also shine a light on the dependability of smaller hubs like Liverpool as holidaymakers prepare for their summer getaways.

Globally, Cape Town International Airport in South Africa has clinched the top spot in this year’s airport rankings, with Doha Hamad and Riyadh King Khaled not far behind.

Conversely, Tunis Carthage Airport in Tunisia finds itself at the bottom of the list, deemed the worst globally.

AirHelp CEO Tomasz Pawliszyn commented on the significance of these rankings for passengers. “As millions of people get ready to fly off on holiday, our data shows exactly where you’re most likely to have a smooth trip – and where you might want to pack a bit more patience,” he remarked.

He praised the performance of Liverpool and London City airports but noted that there is room for improvement at other large UK airports.

Pawliszyn also offered advice to those travelling during the summer season: “For anyone flying this summer, it’s worth knowing your rights if your flight is delayed or cancelled. Being prepared can make all the difference to your trip.”

Travel company Great Little Escapes has been removed from the ATOL scheme and ceased trading, leaving Brits with holidays booked through the firm in chaos

UK-based travel agency Great Little Escapes, also operating as Our Holidays and Tunisia First, has abruptly ceased trading, casting uncertainty for many travellers.

British holidaymakers are faced with turmoil as bookings fall through following Great Little Escapes being stripped of its ATOL scheme membership and halting its operations.

The Berkshire-based firm touted itself as a provider of the ‘best cheap breaks in the UK’, focusing on city breaks, while Your Holidays boasted a varied offering, including deals for hen and stag dos, LGBT getaways and bespoke packages.

Falling into financial difficulty, the company’s latest figures reveal a near £77,000 loss last year and a hefty £186,000 deficit reported for 2023, says TTG, the travel industry’s news outlet.

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In the UK, it’s mandatory for any business selling holidays and flights to possess an ATOL (Air Travel Organisers’ Licensing), providing a safety net for consumers’ finances. The ATOL protection ensures that customers can either continue their planned trip or claim a full refund if a travel operator collapses, reports Wales Online.

Following the company’s sudden downfall, ATOL stated they are “currently collating information from the company” and will issue guidance promptly.

Those potentially impacted have been instructed not to submit claims yet, with warnings that premature attempts will be turned down.

But now hundreds of summer breaks are in jeopardy and holidaymakers are desperate for clarity.

The authority also issued explicit guidance for associated travel agents, noting: “If you are a travel agent of Great Little Escapes LLP and you are currently holding consumer payments which you have not yet paid to Great Little Escapes LLP, you must not use these funds to refund consumers until you have received instructions from the Air Travel Trust.”

The collapse of this latest travel agency is sure to unsettle those thrifty holiday-seekers keen on saving on their bookings to have more spending money for beachside cocktails and souvenirs during their getaway.

What to do if your holiday company goes bankrupt

So, what’s the next step if your travel firm goes under? What rights do you have, and how can you reclaim your hard-earned cash?

Discovering that your holiday provider has folded is every traveller’s worst fear, especially when you’re yearning for that essential escape. Thankfully, various laws and regulations exist to aid you in getting a refund should things take a turn for the worse.

Your first port of call should be to touch base with your travel agent if you arranged your trip through them, to confirm your booking is still valid.

All providers offering services within the EU are bound by consumer protection legislation. According to the European Consumer Centres Network: “If you book a holiday, rental car, accommodation or a flight in the EU, Norway or Iceland and run into problems, rest assured that consumer rights are in place to support you.

“If your flight is cancelled, your baggage is lost, your cruise doesn’t go smoothly, or you miss your train connection, EU legislation will ensure you obtain redress.”

In the UK, travel companies that provide packages, including a flight, and sell them to customers must protect your money through the ATOL scheme.

As the Post Office notes, this means that if you booked your overseas holiday with an ATOL member and it goes bust before you travel, you can apply to the Civil Aviation Authority (CAA) for a full refund. If you’re already on holiday when the company goes bankrupt, the CAA will arrange for you to return home.

ABTA, the Association of British Travel Agents, also provides financial protection for UK consumers who book holidays through ABTA members. This protection ensures that consumers receive refunds or assistance if their travel company goes out of business.

Package holidays and agency booking can also offer travellers extra reassurance and customer service. “Booking through a professional agent gives you the peace of mind that you are protected in the event of any changes to your travel,” said Sarah Davies, a travel advisor from Life Begins with Travel. “Even if just to have someone on the end of the phone to guide you through the process.”

Davies explained that many online travel companies weren’t members of ABTA, though, so it was important to ensure you choose a company with both ABTA and ATOL protection “so you don’t end up out of pocket and that you’re well looked after.”

Look for the ATOL logo when booking, and you should receive an ATOL certificate immediately after booking. You can also check a company’s ATOL status on the CAA website.

If you can’t reach the travel company, contact your airline and accommodation provider directly to confirm your booking and check that they’ve received your payment. If everything checks out, you should be all set to go on your hols.

However, if the booking doesn’t exist or you can’t get through to those companies, possibly because they’ve gone out of business, check your paperwork to determine whether you’ve ABTA or ATOL protection.

Making a claim

The Civil Aviation Authority notes that the refund process is quite straightforward. ATOL-protected consumers complete an ATOL Claim Form, and it then requests the documentation from the ATOL holder issued to the customer.

They will request evidence of payment to the ATOL holder or overseas supplier, depending on your claim type.

In some cases where you’ve paid by credit card, they may direct you to contact your card issuer for a refund. For more details, visit their website.

How to make a claim

1. Check your ATOL certificate or invoice to confirm that the trip was ATOL-protected and lists the ATOL holder.
2. Visit the CAA ATOL Claims Portal to submit your case as the Lead Passenger
3. You’ll need to provide an ATOL certificate/reference, booking and payment details, receipts for any extra costs
4. The CAA then processes the claim and may seek reimbursement through a credit card provider (Section 75), in some cases.

Will Travel insurance cover me?

Travel insurance doesn’t usually cover you if your holiday company goes bust — but some policies do include cover for things like “end supplier failure” or “scheduled airline failure.” It’s definitely worth having a quick look at the fine print to see if you’re protected.

Do I have Credit card protection?

If you haven’t got travel insurance in place at the point when your holiday company goes bust, you may be able to claim back your money through your credit card company.

To be eligible, you need to have paid more than £100 for your holiday or flights and booked directly with the holiday company or airline.

Next steps

• Do not apply for CAA claims before they publish details about a failed ATOL holder
• If you’re overseas, the CAA will inform you of the repatriation plan.
• Upon failure, the CAA list is updated; find it on the ATOL portal .
• Gather all documents: receipts, bookings, and communications; this will support your claim

At a glance:

If a travel company with an ATOL goes bust:

• You’ll get a refund if you haven’t travelled yet.
• If you’re already abroad, ATOL ensures you’re not stranded and helps bring you home.
• It applies to package holidays and some flight-only deals sold by UK companies.

If something goes wrong:

• First, go to the travel company.
• If unresolved, and it’s financial or related to collapse, go to ATOL via the CAA.
• For complaints not involving insolvency (e.g. poor service), escalate to an ombudsman or Alternative Dispute Resolution (ADR) body.

Ryanair has singled out the UK as among the worst countries in Europe for air traffic control-caused flight delays – as the airline demanded the European Commission take action

Ryanair has launched a withering attack on air traffic control delays in the UK and a number of other countries.

Boss Michael O’Leary claimed a “scandal” of short staffing and mismanagement had caused widespread disruption for the airline and passengers. He singled out air traffic control in the UK, France, Germany, Spain and Greece.

Mr O’Leary said it “can no longer be tolerated”, as he called on the European Commission to intervene.

Ryanair stepped up its attack by comparing the five countries with five others with, it said, the best track record on delays. The Irish airline said 3,380 of its flights last year were impacted by delays on UK air traffic control, soaring to 35,100 in France. Yet that compared with just 210 in Slovakia that had delays, and only 70 in Ireland.

Mr O’Leary branded operators in France, Spain, Germany, Greece and the UK “hopelessly mismanaged”. He went on: “The difference is that these are protected state monopolies, who don’t care about customer service, they don’t care about passengers, and they don’t care about their airline customers either. Every year they are short-staffed and they are responsible for over 90% of Europe’s flight delays, which adds an extra 10% to aviation emissions in Europe.

Mr O’Leary added: “Ryanair, our customers, and our passengers are fed up with these avoidable ATC delays, which are imposed on us every Summer by the French, the Germans, the Spanish, the Greeks and the British. All that is necessary to properly manage their ATC service is to recruit and train sufficient air traffic controllers, just as the Irish, the Danes, the Dutch, the Belgians and the Slovakians have already shown.

“It is time for this European mismanagement and incompetence to end, or for ATC services of France, Germany, Spain, Greece, and the UK to be opened up to the competition.”

Ryanair last week issued a warning to holidaymakers after travel chaos at several airports in Portugal meant that hundreds were left stranded at departure gates. The budget airline said more than 270 passengers have missed their flights over the past two weeks due to extensive queues and chronic understaffing at border control.

The worst delays are being felt in Faro, Lisbon and Porto airports, with wait times reportedly stretching to a staggering two and a half hours. In a statement, Ryanair called the situation as “completely unacceptable”, calling on Portugal’s new government to sort out the staffing crisis.

Ryanair placed the blame with airport operator ANA, accusing it of failing to prepare adequately for the annual summer travel surge.

This small airport in Scotland has been listed as one of the best in Europe by the Airport Service Quality Awards – one of only two UK airports recognised across all categories this year

In an era of flashy global airports boasting waterfalls and amusement parks that put Heathrow to shame, there is one small UK airport that is a consistent star.

This tiny airport in Scotland has been named one of the best in Europe for the past five years running, in fact. Inverness Airport has been recognised once again by the Airport Service Quality (ASQ) Awards. Inverness was listed among the top six airports in Europe which service under two million passengers annually.

Airports Council International determines the best airports based on a survey measuring passenger satisfaction. The awards recognises airports with the top 20 percent overall satisfaction score – organised by size and region.

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Inverness was among six European airports recognised in its section, the only airport in the category in the UK. In fact, the Scottish airport was the only hub in the category not based in Spain.

The only other UK airport included in the awards was Newcastle International Airport in the two to five million passengers per year category.

Inverness Airport’s exemplary staff also received recognition from the Airports Council International. The airport won another ASQ award for having some of the most dedicated airport staff in Europe – for the third year in a row.

Graeme Bell, General Manager of Inverness Airport, said: “To win these awards for the fifth consecutive year is an incredible achievement and a proud moment for everyone involved with Inverness Airport.

“Being recognised for the third year running as the Airport with the Most Dedicated Staff in Europe as well is a testament to the hard work, passion, and commitment of our entire team,” Bell continued.

Inverness Airport is located nine miles east of Inverness city centre and is a key transport hub for the Highlands and Islands. The airport hosts carriers including Loganair, TUI, KLM, easyJet and British Airways. It offers routes to the likes of London, Majorca, Belfast and the Outer Hebrides.

If you interested in experiencing the exceptional customer service first-hand, you might want to consider a festive trip to Finland later this year. Inverness Airport will host a one-day trip to Lapland on December 13, 2025.

Passengers will depart from Inverness in the morning and return the same day, experiencing husky rides and ice skating in Lapland in-between.

2024 ASQ Award winners for European airports servicing under two million annual passengers:

• El Hierro Airport (Valverde, Spain)
• Girona-Costa Brava Airport (Costa Brava, Spain)
• Inverness Airport (Inverness, United Kingdom)
• Pamplona Airport (Pamplona, Spain)
• Reus Airport (Reus, Spain)
• Zaragoza Airport (Zaragoza, Spain)

The Finnish Aviation Union has announced three strikes among workers at Helsinki Airport over the coming weeks, with Finnair the airline most impacted by the industrial action

Finnair has grounded 110 flights, impacting 8,000 customers, on a single day of a three-day strike.

Brits flying to Finland are facing travel chaos yet again, as the Finnish Aviation Union (IAU) has announced three fresh strikes on May 30, June 2, and June 4 at Helsinki Airport. This is Finland’s seventh aviation strike in under a month.

The industrial action is predicted to impact just shy of 30 UK flights across the three days. As the summer getaway kicks off, this latest wave of strikes will have ripple effects across Europe. The IAU, representing ground handling, baggage, catering, maintenance, and customer service staff, will strike over wage disputes with PALTA in 4-hour staggered shifts, leading to full-day disruptions.

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According to the IAU, the average earnings of Finnair Group employees rose by 6.4 percent between 2020 and 2023. During that same period the national average increase across all sectors was 10.4 percent.

The strikes are designed to maximise disruption, with union officials organising the walkouts at strategic times across a six-day window. The result is a wave of residual disruption: cancelled flights one day, incomplete baggage delivery the next, and last-minute rerouting throughout.

Palta, which represents employers, has argued that most employee groups were ready to accept the mediator’s proposed increases, Helsinki Times reports. It has said that the IAU is demanding adjustments beyond what others have asked for.

The cancelled direct flights from the UK will see nearly 5,400 passengers affected. Since Helsinki is a direct transit hub for Brits flying to Asia, the Baltics and Northern Finland. According to Air Advisor, 11,400 UK passengers will be affected.

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Key UK routes likely to be impacted include London Heathrow to Helsinki, Manchester to Helsinki, and Edinburgh to Helsinki.

The IAU strikes are not the only ones impacting European aviation customers this week. The May 30 to June 4 strikes align with Italy’s May 28 aircrew/taxi strikes, creating a rare “Nordic-Mediterranean Disruption Corridor”, disrupting Helsinki, Milan, and Rome hubs. This will strain Frankfurt and Amsterdam connections, adding excessive pressure on these hubs.

Anton Radchenko, aviation expert and founder of AirAdvisor, said: This is no longer a strike story, it’s a system failure story. Helsinki has now had more strikes in 30 days than most countries have in a year. This represents something far more serious than a few cancelled flights: they signal a system on the brink. Helsinki Airport, once considered one of the smoothest hubs in Europe, is now suffering from chronic unpredictability. For UK passengers, this isn’t just about Finland, it’s about how a local dispute can derail an entire travel experience across Europe.

“The most worrying aspect is the deliberate spread of these strikes. By placing them days apart, IAU is stretching airline operations beyond recovery: think of aircraft out of position, bags not making it to destinations, and crew timing out. It matters because this kind of disruption doesn’t stay in Finland; it ripples across hubs like London Heathrow, Frankfurt, and Amsterdam, making it even more chaotic.”

Affected passengers should check the airline’s website and mobile app for alternative flight options and manage their bookings accordingly. Finnair has told impacted customers that they will be supported with rebooking options to minimize inconvenience.

Finnair has been contacted for comment.

A survey of 19 airport hotel brands has revealed those at the top and bottom of the table when it comes to customer satisfaction and value for money – with one in particular proving to be a ‘disappointment’

Despite their handy proximity to the terminals, many airport hotel brands are failing to provide good value for money and quality food and drink, according to a new ranking of the best and worst in the country.

In a survey involving over 1,600 participants, 19 airport hotel chains were judged on aspects such as customer service, cleanliness and value for money. Which? also sent undercover inspectors to two of the listed hotels – DoubleTree by Hilton and Thistle – to see if their experiences matched the survey results.

DoubleTree by Hilton – with locations at Edinburgh Airport, London Heathrow, Manchester and Newcastle – was the most impressive to travellers. The chain bagged five stars for cleanliness, bed comfort and location, achieving an impressive overall customer score of 80 per cent.

On the other end of things, Bloc Hotel at Gatwick shows that proximity to a departure lounge does not mean everything. Depite being right next to the South Terminal check-in desks, it still scored poorly on the survey with 64% overall, earning a meagre two stars for value for money, bedrooms, bathrooms, and customer service.

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The average price per night is £142. Guests complain about overpriced tiny rooms, some without windows, with one survey participant noting: “The room was too small for two people. The bed was against the wall, so one person had to wriggle out to use the loo. And the bathroom was a wetroom, so the toilet area flooded when you used the shower”.

A spokesperson for BLOC Hotel noted that the survey’s conclusions “are drawn from such a small and unrepresentative sample size – which seems to be just 42 reviews. At Bloc Gatwick, we achieve a customer service score of 91% across major platforms including Booking.com, Google, TripAdvisor, and Expedia, based on more than 8,000 verified reviews over the past 12 months.”

Contrastingly, the Mirror’s own travel editor, Nigel Thompson, stayed at BLOC Hotel and praised it thoroughly, awarding it a score of 9.5 out of 10.

Travelodge has emerged as the most affordable choice in a recent survey, boasting an average nightly rate of a mere £74. Despite its modest pricing, the hotel chain only managed to secure a customer satisfaction rate of 65 per cent, earning itself a middling three-star rating for most features like value for money and its bedrooms and bathrooms.

However, it fell short in the food and drink department, scraping by with just two stars. Dissatisfied guests didn’t mince their words, one commenting: “Most of the items on the menu were unavailable. What was available was clearly poor quality and microwaved.”

Strategically positioned near major UK airfields such as Cardiff Airport, Liverpool John Lennon Airport, and London City Airport, Travelodge still remains a convenient option.

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Which?’s incognito inspectors visited the DoubleTree by Hilton at Newcastle airport and gave it high marks. Highlights included warm cookies given to guests upon arrival, room service until the early hours, and a generous midday checkout time.

Guests can also enjoy a continental breakfast from as early as 4.30am. The inspectors also praised the spacious rooms, blackout curtains and plush king-size beds.

The Thistle in London Heathrow Terminal 5 was the second hotel to which Which? sent undercover inspectors. With a score of 72 per cent in the survey, Thistle received a Which? Great Value award. Despite its dated decor, the inspectors found the hotel clean and convenient, offering excellent deals for park and stay. The hotel had a fairly comfy bed and a decent shower, and is just a five-minute pod ride from the airport.

At just £78 with a buffet breakfast, it was considered a bargain. Thistle also has a hotel at London Luton Airport.

Travellers seeking an airport hotel are prioritising convenience for terminal access, with a whopping 87% in a consumer survey claiming it’s essential. Luckily, food is less of a big deal.

None of the hotels surveyed scooped up more than three stars for their culinary offerings. An individual recounting their airport hotel experience grumbled: “‘I ordered a sirloin steak and it was as tough as old boots. My wife ordered a pizza and it had to go back.”

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Nonetheless, airport hotels are proving invaluable to passengers travelling by car. Special package deals coupling a one-night’s stay with extended holiday parking can be surprisingly economical.

For example, Thistle at Heathrow Terminal 5 offers secure, CCTV-monitored on-site parking. An August booking for a night plus seven days of parking is priced at £210—a savvy saving of £52 compared to booking a separate hotel room and opting for the adjacent official T5 Pod Parking.

The Which? rankings with overall customer score

1. Double Tree by Hilton: 80%
2. Premier Inn: 79%
3. Sofitel: 78%
4. Holiday Inn Express: 76%
5. Clayton Hotels: 73%
6. Crowne Plaza: 73%
7. Thistle: 72%
8. Courtyard by Marriott: 71%
9. Hilton: 71%
10. Novotel: 71%
11. Radisson Blu: 71%
12. Holiday Inn: 70%
13. Best Western: 67%
14. Hilton Garden Inn: 67%
15. Ibis: 67%
16. Ibis Budget: 67%
17. Hampton by Hilton: 66%
18. Travelodge: 65%
19. BLOC Hotel: 64%