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While over three quarters of Which? members* are happy with the service tour operators provide, bigger does not mean better according to new research by the consumer champion.

Smaller, independent operators came out on top in the Which? Holiday survey, leaving their larger rivals to bring up the rear.

Which? members voted France specialist VFB Holidays top, awarding it a 94 per cent customer score, and five stars for its customer service, accommodation, overall organisation and any journeys involved in the holiday**. Which? members who had taken a VFB holiday described the tour operator as �efficient� and �dependable�.

However, holiday giants Cosmos and Thomas Cook have the dubious honour of propping up the bottom of the table, scoring 57 per cent and 58 per cent respectively. Fewer than half of people who booked their holiday*** with Cosmos described the company as efficient, while Thomas Cook received a lower rating than any other tour operator for its reps****, and only a third of its customers found its brochure to be very accurate when describing destinations*****.

The survey also revealed that, despite the credit crunch, the amount Which? members spent on a holiday in the last 12 months was considerably more than in 2008 � rising from just under �900 per person to more than �1000 on average. Rochelle Turner, Head of Research for Which? Holiday, says: �It�s great to see the small operators doing so well. They have the advantage of being able to offer a more personalised service - something valued by many.

�However, larger tour operators still have an important role to play in offering affordable holidays to families. The vast number of holidaymakers that these companies deal with each year means it may often be harder to provide the attention to detail their smaller rivals can offer. �Although the larger tour operators performed well in terms of the accommodation they offer, they really need to up their game across the board and give their customers what they expect in terms of quality of service and value for money.�

-Ends-

Notes to editor

In September 2009, 4507 Which? online panel members (including 889 Which? Holiday subscribers) answered questions about their most recent �tour operator� holiday abroad (with at least one night away) since June 2008. Only those tour operators mentioned by 30 or more members were included in the results table.

* Tour operators received an overall customer score of 77 per cent

** The customer score is a combination of customer satisfaction and how likely members are to recommend the tour operator to a friend. Companies were also rated on the organisation of their holiday, any journeys involved, the accommodation, tour reps, customer service and overall value for money.

*** 44 per cent

**** Thomas Cook was awarded just two stars for the quality of its tour reps. ***** Only 36 per cent of Which? members who had taken a holiday with Thomas Cook found the descriptions of its destinations to be very accurate. Which? is the leading independent consumer champion in the UK. We provide impartial, expert information on products and services in our magazines, books and online to help consumers make more informed choices, and we campaign on issues that matter to all consumers, from food to finances, health to estate agents. For more information on how we can help you, visit http://www.which.co.uk or http://www.which.co.uk/campaigns

Rebecca.Leach@which.co.uk / 0207 770 7561

Nicole Gross Principal Press Officer Which? 2 Marylebone Road London NW1 4DF Direct Line: 020 7770 7564 Fax: 020 7770 7668 Web: http://www.which.co.uk Treat your family and friends to the ultimate foodie Christmas gift � the best-selling The Good Food Guide 2010. Special offer of only �9.99 plus �2.97 p&p. Normal price �16.99. Visit www.which.co.uk/gfgbook Order by 15.12.09 to receive by Christmas. Offer closes 08.01.10.