Top tour operators with very good service
Intrepid Travel
Adventure UK tour operator offering a wide variety of journeys to the back streets of Asia, the wilds of Africa, the landscapes of Latin America, or the National Parks of North America, with a commitment to the preservation of the environment
- Intrepid Travel were named winners of the Global Tourism Business class in the 2011 Tourism for Tomorrow Awards organised by The World Travel & Tourism Council (WTTC)and announced at the 11th Global Travel & Tourism Summit.
- Winner of the 2011 Australian Business Award for Environmental Sustainability in the travel sector
- 2009 Budget Travel Magazine's 'Extra Mile Award' for Intrepid Travel's Carbon Offset Trips
- 2007 Best Green Specialist TourOperator, Tourism Authority of Thailand Green Awards
- Intrepid received the Thailand Green Award 2013 in the category “Large tour Operators”.
- Intrepid was winner for the Preservation category of the Conde Nast Traveler World Saver Awards 2012.
- Intrepid's ‘Serengeti Trail’ trip has been crowned as Tour Radar’s Most Amazing Tour in Africa in 2012.
- Best Tour Operator in the First Choice Responsible Tourism Awards 2006.
- Intrepid has won the Responsible Travel & Tourism Forum’s Tour Operator Award 2015.
- Abderrahim Oukioud (Abdou) who guides in Morocco for Intrepid Travel has been shortlisted in the Wanderlust World Guide Awards 2018.
- Intrepid Travel is one of the Nominees for World's Leading Adventure Tour Operator 2018 in the World Travel Awards. Also nominated in 2017 and 2016.
- Intrepid Travel received the top prize at The Travel Industry Awards 2022 by TTG, taking home the UK & Ireland Travel Company of the Year trophy. The operator was also named Touring & Adventure Operator of the Year 2022.
- The tour operator Intrepid Travel was named Escorted Touring Operator of the Year at the TTG Travel Awards 2018.
- Intrepid Travel features in the list of Conde Nast 2023 Readers' Choice Awards' Best travel specialists in the world 2023.
Kuoni
Luxury UK tour operator offering a selection of thousands of holidays to hundreds of exotic destinations on seven continents, and covering every holiday interest from relaxing beach getaways to escorted tours, overseas weddings to wildlife safari.
- Best Large Tour Operator 2010 & 2012 and Best Large Luxury Tour Operator 2011 and 2013 - Daily Telegraph Ultratravel 100 Awards.
- Voted Best Luxury Tour Operator at the Sunday Times Travel Magazine's Readers' Awards 2011.
- 2011 World's Leading Green Tour Operator and 2011 Egypt's Leading Luxury Tour Operator - WTA 2011 - January 2012.
- View more awards won by Kuoni on their customer service plus page >>
- Kuoni was included in the top 3 Tour Operators at the Telegraph Awards 2012.
- Kuoni won 2 top places at the GTA 2013, including Best Tour Operator in the Aspire Awards and Best Luxury Operator in the long-haul operator sector.
- Kuoni was voted Best Large Luxury Tour Operator by readers of The Telegraph’s Ultratravel for their 2016 Awards.
- Kuoni were named Best Long-haul Operator (multi-destination) and Best Luxury Tour Operator at the 2016 Travel Weekly Globe Awards, as voted for by the trade and readers of the Daily Mail.
- Kuoni were declared Favourite Escorted Tours Operator and Best Luxury Operator in The Globe Travel Awards 2017
- Kuoni are one of the nominees for Europe's Leading Tour Operator 2017 in the World Travel Awards.
- Kuoni have been named Best Luxury Tour Operator at the Globe Travel Awards 2019.
- Kuoni have been voted Best Luxury Tour Operator for Families at The Family Traveller Awards 2018.
- Kuoni have been voted Best Luxury Tour Operator at the Times Travel Awards 2020.
- Kuoni have scooped Best Luxury Tour Operator at the Aspire Awards 2021.
Titan
Escorted tour specialist company offering a range of escorted experiences encompassing hundreds of inspiring itineraries to more than 50 countries across every continent.
- Winner best escorted tour operator - The British Travel Awards 2007.
- Best Tour Operator 2007 - The Telegraph Travel Awards.
- Titan was named Best Medium Escorted Tours Operator at the British Travel Awards 2012.
- Titan was included in the Top 3 escorted Tour Operators at the Telegraph Awards 2012
- Titan has been voted the ‘Best Escorted Tour Operator’ by travel agent readers of industry magazine Travel Bulletin in 2012.
- The readers of the Selling Short-haul trade publication voted Titan ‘Best Short Haul Escorted Tour Operator’ in 2012.
- Titan has been awarded Best Medium Holiday Company for Customer Service at the BTA 2013.
- Titan was named Best Holiday Company for customer service (medium) in the British Travel Awards 2014.
- Titan was voted Best Escorted Tours Holiday Company (medium) in the BTA 2014.
- Titan has won Gold for Best Escorted Tours Holiday Company in The 2016 British Travel Awards.
- Titan collected the Best Escorted/Specialist Tour Operator title in the 2016 Wave Awards.
- Titan scooped the award for Best Mainstream Touring Company in the Globe Travel Awards 2016.
- Winner of Best Escorted Tours Holiday Company (Silver) at the British Travel Awards 2019.
- Highly commended in the category of Best Escorted Tour Operator (Europe and long-haul) and Best Luxury Escorted Tour Operator at the Silver Travel Awards 2019.
- Titan Travel was voted Best Escorted Tour Operator at the Telegraph Travel Awards 2018
- Titan Travel won Best Cultural Tour Operator at The Silver Travel Awards 2020.
- Titan Travel were Highly Commended – Best Escorted Tour Operator at The Times and Sunday Times Travel Awards 2020.
- Titan Travel were Highly Commended for Best Escorted Tour Operator at The Times and Sunday Times Travel Awards 2020.
Riviera Tours
Riviera are one of the leading UK tour operators, proposing many different tours in Europe, North Africa and the Middle East as well as river cruises on the of the most famous rivers in the world such as the Rhine, the Danube and the Mekong.
- Riviera was voted runner-up for Favourite Escorted Tour Operator and Favourite River Cruise Operator by Telegraph readers for their 2013 Travel Awards.
- Riviera were runners-up for Best Large Tour Operator (2013) and Best Short Break Operator (2012) in the Guardian/Observer Travel Awards.
- Riviera are one of the nominees for Best Touring Operator 2014 in the Globe Travel Awards.
- Riviera Travel have gained Which? Recommended Provider status for River Cruises, February 2018.
- Riviera Travel has been awarded Best Escorted Tour Operator in The Times Travel Awards 2017.
- River Travel have finished in top position in the Which? consumer survey on cruising, as the Best River Cruise Operator 2017.
- Riviera Travel have been named Best City Breaks Operator and Best Escorted Touring Operator (Europe and Long-Haul Tours) in the 2017 Silver Travel Advisor awards.
- Riviera Travel are declared the winners of Best Escorted Tour Operator in The Times and Sunday Times Travel Awards 2022.
Audley Travel
UK travel company specialising in tailor-made individual itineraries for discerning travellers seeking authentic experiences around the world.
- Top Travel Website - Wanderlust Travel Awards 2009
- Best Tour Operator 2008 - Wanderlust Travel Awards 2008
- Finalist - Best tour operator – small operator - Guardian, Observer and guardian.co.uk Travel Awards 2010
- Audley were Runner-Up for Best Small Tour Operator in 2010 and Best small luxury tour operator in 2013 at the Ultra 100 awards by The Daily Telegraph.
- Top Tour Operator - Wanderlust Travel Awards 2012
- Audley was ranked amongst the Top 5 Tour Operators and the Top 3 websites in the Wanderlust Travel Awards 2013.
- Audley Travel was included in the Top 5 Best Online Booking Service in the 2013 Guardian and Observer Readers' Travel Awards.
- Audley Travel was voted Best tour operator 2013 in the Telegraph Travel Awards.
- Audley, a UK tour operator, was included in the list of the Top 10 Tour Operators in the Wanderlust Travel Awards 2014.
- In The Times and Sunday Times Travel Awards 2016, readers voted Audley as Best Luxury Tour Operator.
- Readers of Wanderlust magazine ranked Audley in the Top 10 Best Tour Operators in 2016.
- Audley were voted Best Tour Operator in the 2015-16 Telegraph Travel Awards.
- Readers of Wanderlust magazine have ranked Audley in the Top 10 Best Tour Operators in 2018.
- In the 2017 Telegraph Travel Awards Audley were named Best Tour Operator.
- Audley have been named the top Tour Operator in the Sunday Times Travel Magazine 2018 Value for Money awards.
- In The Times and Sunday Times Travel Awards 2017 Audley were declared runner up in the Best Luxury Tour Operator category
- In the Condé Nast Traveller Readers' Choice Awards 2020 Audley were named Top Tour Operator.
- Audley were named The Best Luxury Tour Operator 2019 in the Times and Sunday Times Travel Awards.
- Audley won a Gold in the Wanderlust Travel Awards — Tour Operator (General) 2022
- Audley Travel has been named Best Tour Operator at the Telegraph Travel Awards 2023.
- Audley travel in listed in the Top 10 best general tour operators in the world 2023 according to the Conde Nast 2023 Readers' Choice Awards.
Balkan Holidays
Balkan Holidays is an independent specialist UK Tour Operator with nearly 50 years of experience in planning and arranging memorable holidays in East and South East Europe. They propose a range of resorts and properties covering many countries such Bulgaria, Croatia, Slovenia, Montenegro and Romania both for winter and summer holidays.
- Balkan Holidays London have been named winner of the Best Medium Tour Operator to East and South East Europe' in the British Travel Awards 2012 and 2011. Also received the Silver award in 2010.
- Balkan Holidays received the BMI Travel Award 2005 for the Best Tour Operator to Central and Eastern Europe.
ShortBreaks Ltd
Specialist short-break operation offering quality city-breaks packages by Eurostar to Paris, Brussels, Bruges, Ghent, Lille, Antwerp and Disneyland Resort Paris. Also offers a selection of arts,music, ski and sporting breaks.
- Voted Best Short Breaks Tour Operator at the French Travel Trade Awards 2010 in collaboration with Atout France UK, France Tourism Development Agency based in London
- Favourite European Short Break Operator - Evening Standard / Travel Weekly Consumer Travel Awards 2005
Brittany Ferries
Ferry Crossings, mini cruises & Holidays to France & Spain
- Leading Ferry Company - cross channel category - Telegraph Travel Awards 2008
- Best Tour Operator to France (Brittany Ferries Holidays) - British Travel Awards 2010 and 2011
- Nominee - Best Ferry Company - Globe Travel Awards 2012
- Which? recommended provider of cottage and villa bookings - March 2012
- Included in top 5 for Best large short break operator and Best Ferry Company at the Guardian and Observer Readers' Travel Awards 2012
- Brittany Ferries has been voted 'Best Ferry Line' by readers of The Daily Telegraph at the Telegraph Travel Awards 2023.
- Brittany Ferries is the Globe Travel Awards 2023 Winner for 'Best Ferry Company'.
- Brittany Ferries has received the British Travel Award for 'Best Ferry Company'2021/2022.
Customer service metrics for tour operators
We suggest below a set of customer service metrics that tour operators can track to measure the quality of their service
- Customer satisfaction score (CSAT). This is a measure of how satisfied customers are with their overall experience with the tour operator. It is typically measured on a scale of 1 to 5, with 5 being the highest score.
- Customer effort score (CES). This is a measure of how much effort customers had to put in to get their issue resolved. It is typically measured on a scale of 1 to 7, with 1 being the least amount of effort and 7 being the most amount of effort.
- Net promoter score (NPS). This is a measure of how likely customers are to recommend the tour operator to others. It is typically measured on a scale of 0 to 10, with 10 being the most likely to recommend.
- First contact resolution rate (FCR). This is a measure of how many customer issues are resolved on the first contact with the customer service team. A high FCR indicates that customers are not having to wait long to get their issues resolved.
- Average resolution time. This is the average amount of time it takes to resolve a customer issue. A short average resolution time indicates that the customer service team is efficient and responsive.
- Customer churn rate. This is the percentage of customers who stop using the tour operator's services after a certain period of time. A high churn rate indicates that there is a problem with the customer service or the product/service itself.
EXPLORE
UK adventure specialist company offering unusual and pioneering itineraries that are meticulously planned to explore many destinations on the planet, comprising over 450 tours available in over 120 countries.
- Voted 'Adventure Tour Operator of the Year' in the Sunday Times Travel Magazine Awards 2010
- Best Tour Operator - Responsible Travel Awards - 2008
- Best Transport or Travel Business - Green Business Awards - 2008 and ranked 18 in The Sunday Times Best Green Companies Awards 2009
- Explore's Diego Torres wins Wanderlust's 'World's Best Guide' Award 2009
- Best Special Interest / Activity Tour Operator - British travel Awards 2011
Milestones Tours
Member of the family-owned The Travel Corporation group of companies. Organises tours in many parts of the world, including America, Africa, Asia, Canada, Turkey, Greece and many other destinations
SAGA Travel
UK leading provider of products and services specifically designed for people aged 50 and over, with a good range of products including travel and holidays
- Best Escorted Tours Operator - Silver - British Travel Awards 2011 also Best Singles Holidays Tour Operator -Silver
- Silver Award – BTA 2010 - Best UK Escorted Tours Operator ; Bronze Award – British Travel Awards 2010 - Best Escorted Tours Operator
- Ranked #2 in the Top 5 performers for Tourism sector - The UK Customer Satisfaction Index (UKCSI) - January 2011 - The Institute of Customer Service - (ranked #1 in July 2010)
Tour operators with very good service
Here are few suggestions of what a tour operator needs to do in order to offer a very good service. Luxury tour operators need to rank highly on all criteria and exceed expectations:
- Have a clear understanding of their target market. What are their interests? What are their budget constraints? What are their expectations? Once a tour operator understands their target market, they can tailor their tours to meet those needs.
- Offer a variety of tours to choose from. Not everyone wants the same type of vacation. Some people prefer to relax on the beach, while others want to be more active and explore the local culture. A good tour operator will offer a variety of tours to
- Provide excellent customer service. This means being responsive to customer inquiries, resolving any problems that arise, and going the extra mile to make sure that customers have a positive experience.
- Hire experienced and knowledgeable tour guides. Tour guides are the ones who will be interacting with customers the most, so it's important to hire people who are passionate about the destination and who can provide informative and engaging tour
- Use high-quality transportation and accommodation. Customers want to feel comfortable and safe during their travels, so it's important to use transportation and accommodation that meets their needs.
- Be flexible and adaptable. Things don't always go according to plan when you're traveling, so it's important for tour operators to be flexible and adaptable. If there's a change in schedule or a problem with the transportation, a
- Be transparent about pricing and fees. Customers should know exactly what they're paying for before they book a tour.
- Provide clear and concise information about the tour. This includes the itinerary, the transportation, the accommodation, and any other relevant details.
Tucan Travel
Adventure travel specialist since 1987, affordable and exciting escorted group tours, Independent Travel packages and Expedition Cruises to destinations worldwide, including Europe, the Middle East & North Africa, Asia & Russia, Latin America
- Tucan was nominated Best medium-sized tour operator at the TNT Travel Awards 2011.
- Voted best Small Tour Operator of the Year - British Travel Awards 2009.
- Silver prize in the Best Tour Operator to South and Central America - British Travel Awards 2008.
- Ranked #4 Top Tour Operator at Wanderlust Travel Awards 2010.
- Tucan is the winner of Best Small Escorted Experience Tours Operator label at the British Travel Awards 2012
- Tucan has been awarded 5 Sustainable Tourism Stars by AITO (as at February 2013).
- Tucan Travel is named Best International Tour Operator at the 2014 My Adventure Travel Expo.
Virgin Holidays - tour operator
An award-winning UK tour company with many destinations available for travellers on the 5 continents.
- Runner-Up - Best Large Tour Operator 2010 - Ultra travel 100 - The Daily Telegraph
- Best Long Haul Tour Operator (Gold) and Best Weddings & Honeymoons Tour Operator, Best Activity / Sports Tour Operator, Best Ski & Winter sports Tour Operator, Best Safari and Nature Tour Operator (Silver) at the BTA 2009
- Best Ski & Winter Sports Operator and Best Tour Operator to The Americas - British Travel Awards 2010
- Virgin Holidays were ranked #4 for Best Large Tour Operator at the Guardian and Observer Readers' Travel Awards 2012
