Each year, Canstar Blue compares travel agents on customer satisfaction to support Kiwi travellers in booking their holiday or trip overseas. For their 2024 rating, Canstar Blue surveyed 1007 people who had used a travel agent or agency to book a trip within the last 2yrs and asked for their feedback on the agent/agency they had worked with.

We are thrilled to announce that our travel agency group, YOU Travel & Cruise, earned the top spot for 2024 with 5-Star ratings across all categories, taking home Canstar Blue’s 2024 Award for Most Satisfied Customers | Travel Agents.

Respondents rate their satisfaction with their travel agent from zero to ten, where zero is extremely dissatisfied and ten is extremely satisfied. Brand satisfaction was rated by respondents on the following criteria:

• Overall satisfaction: measures consumer satisfaction with a travel agent brand as an individual score NOT a combined total of all criteria.
• Communication & Advice: the travel agent provides clear and concise advice throughout the booking process, and is readily available to answer any questions.
• Level of Knowledge: the travel agent displays a thorough knowledge of the destinations and travel options available to customers.
• Friendliness of Agent: the customer service provided by the travel agent is attentive and friendly.
• Price of Trip: the cost of the accommodation and travel purchased delivers value and is appropriate to the standard of holiday chosen.

The winning brand is the one that receives the highest Overall Satisfaction rating once all the scores from the Overall Satisfaction criteria are combined and averaged.

• Overall Satisfaction is asked as a specific question and represents an individual measure, not a combined total of all criteria.
• When we cannot determine a clear winner from the criteria for the Overall Satisfaction rating, we will then look at the other criteria measured in the rating.

• The brand with the highest number of five-star ratings within the supporting criteria will become the five-star recipient in overall satisfaction, and thus win the award. If a clear leader still cannot be determined from the supporting criteria, joint winners will be declared.

Brands must have received at least 30 responses to be included, so not all brands available in the market have been compared in this survey. The brands rated in this survey are listed below in order of best overall satisfaction.

• YOU Travel
• Eco Travels
• Helloworld Travel
• Orbit Travel
• House of Travel
• Flight Centre
• XTravel

For more information, please visit Canstar Blue here.