MULTIPLES have taken a defensive stance following a damning Holiday Which? report which accuses them of failing to offer independent advice to customers.
Thomas Cook, Lunn Poly and Going Places were slammed for not being objective and were accused of offering packages from their linked operators first. Of some 80 travel agents visited, none of the 29 which belonged to the three multiples offered a package with an independent operator specified by the researchers.
Thomas Cook said less than half of the holidays it sells each year are with own-brands despite a policy of recommending its sister operators first.
The retailer said cheap air fares and availability change regularly, making it difficult to always quote the lowest possible price.
Lunn Poly added that it sells from 450 different brochures covering 135 suppliers and 114 airlines. Going Places, which came out poorly in many of the categories, refused to comment.
Independent agents emerged best from the report which said they offered the best all-round advice on holidays that matched customer needs.
Advantage managing director Ron Muir said the outcome was no surprise. “Independent agents tend to employ more experienced staff with a vast knowledge, who give solid advice.”