Jet2holidays has emerged as the best provider of all-inclusive holidays in a poll conducted by consumer group Which?
Lastminute.com was ranked bottom of the list of 19 travel providers in the survey of nearly 2,000 holidaymakers about their experiences of all-inclusive holidays in the last two years.
Kuoni, with customer score of 81%, was ranked in second place behind Jet2holidays (82%), with Saga third (80%).
Which? asked consumers and members of its online panel to rate their provider on seven categories including customer service, accommodation, how well the description matched the reality, included benefits and value for money.
The results showed that 13% had to pay extra for local soft drinks, while almost a fifth of people (18%) reported having to pay extra for snacks.
A total of 79% reported having local alcoholic drinks included. But the percentage fell to 43% for branded and premium alcohol.
Two-thirds of holidaymakers (67%) found cocktails were included in their package, and half (51%) could get a bottle of wine at no extra cost.
Jet2holidays scored four stars for value for money, transportation, organisation, how well the description matched the reality and for customer service.
While lastminute.com scored three stars for value for money, it managed no higher than two stars in any of the remaining categories, including customer service, accommodation and included benefits.
Just under two in five customers (39%) reported local alcoholic drinks were included, while less than a third (32%) could access branded alcohol at no extra cost. Customers spent an average of £128 the resort and a further £238 outside.
Loveholidays customers were close behind in terms of their average extra spending, outlaying a further £328 a week. Almost a quarter of guests (24%) reported having to pay extra for snacks and local alcoholic drinks in resort, and 38% had to pay more for cocktails.
Customers of rival OTA On The Beach were more likely to report that basics like soft drinks and snacks were included but 29% had a problem on their trip, and the firm scored just two stars for overall holiday organisation.
Which? Travel editor Rory Boland said: “When budgets are tight, all-inclusive holidays surge in popularity, seemingly offering people a straightforward way to keep holiday costs under control with food, accommodation and drinks all wrapped into the price.
“However, our latest research has found that some all-inclusive holidays are far from being ‘all in’, with some unfortunate guests finding that even basic items like soft drinks weren’t included.
“If you’re thinking of going all-inclusive for your next getaway, it’s worth taking the time to research what’s on offer – check the terms and conditions carefully to see what’s included, and read reviews from other guests to make sure you won’t be left out of pocket.”
Jet2 chief executive Steve Heapy said: “As we approach the peak booking season, this detailed study by Which? should act as a true guide for customers and independent travel agents who want to know who they should trust when it comes to booking those all-important holidays.
“Across all of our brands, we are named as a Which? Recommended Provider no fewer than seven times which is a truly fantastic reflection of the hard work we put into delivering industry-leading customer service.
“As well as our consistent success in every category, what makes this recognition special is the fact that it is based on the actual experiences of paying customers.”