By clicking a retailer link you consent to third party cookies that track your onward journey. If you make a purchase, Which? will receive an affiliate commission which supports our mission to be the UK's consumer champion.

20 Dec 2023

Kuoni

See how Kuoni fares for beach/resort holidays, all-inclusive holidays, tailor-made holidays and family holidays

Which? Team

In this article

Who is Kuoni?
Which? verdict
Kuoni refund, cancellation and surcharge policy
Kuoni customer ratings
What’s Kuoni like?
Should I book with Kuoni?

Who is Kuoni?

Kuoni is a luxury holiday operator with more than 25 bricks and mortar branches in the UK. It offers a wide range of destinations from Tanzania to the Seychelles and New Zealand. All Kuoni’s trips are tailor-made to your specifications. You book a Kouni trip via one of its ‘personal travel experts’ over the phone, in store or via online video.

Find out more: What is a package holiday and why should you book one?

Which? verdict

Kuoni is a Which? Recommended Provider for beach/resort holidays and family holidays. It’s not cheap but it offers top quality customer service and great accommodation.

Book a holiday with Kuoni

Kuoni refund, cancellation and surcharge policy

Kuoni is a Which? Recommended Provider (WRP) which means that as well as being one of the most highly rated holiday firms in our survey it has also guaranteed to offer a full refund, or free changes, if the Foreign Office (FCDO) changes its advice about your destination.

It has also promised that in 2024 it won’t apply any additional surcharges to holidays that have already been booked.

Kuoni customer ratings

Holiday	Which? Recommended Provider?	Customer score
Beach/resort holiday	Yes	84%
All-inclusive holiday	No	81%
Family holiday	Yes	83%
Tailor-made holiday	No	81%

Using the table: Customer score: Based on a combination of overall satisfaction and how likely people are to recommend the company. In August 2022, we asked 8,361 Which? Connect panel members and the public to complete an online survey about their experiences of booking and going on holiday in the past two years. In September 2023 we asked 1,918 Which? Connect panel members about their experiences of an all-inclusive holiday.

What’s Kuoni like?

If you’re after the holiday of a lifetime you want it to be perfect. While no holiday firm can guarantee that, Kuoni comes close.

It received an impressive set of scores, placing it at the top of the table for family holidays, joint top for beach/resort holidays, and joint third in our table of tailor-made operators.

Several readers spoke of ‘amazing customer service’, while many said how advisors really listen to what you want and do their utmost to provide it. ‘It feels like you’re travelling with experts,’ readers said.

The glut of five-star ratings is testament to Kuoni’s attention to detail. For family holidays it received 5 star ratings across the board. And for beach holidays, the only less-than-perfect rating was four stars for value for money. This is perhaps because Kuoni is amongst the most expensive providers we reviewed, with the average price per day of a short-haul holiday at £153pp and the average long-haul holiday £214pp.

Those who went to an all-inclusive resort with Kuoni were also very happy with their holiday, giving it an 81% customer score. However, it only received an average three-star rating for value for money in this category.

Those who travelled with Kuoni on tailor-made holidays were also impressed, giving the firm a customer score of 81% and five stars for organisation. However, it was beaten in this category by Audley Travel, with an exceptional 95% customer score, and Trailfinders, both WRPs.

Should I book with Kuoni?

Absolutely. Although it’s pricey, it’s a Which? Recommended Provider for beach/resort and family holidays with impeccable customer service and fabulous destinations to choose from.

Kuoni is also a good choice for an all-inclusive holiday, or a tailor-made holiday, but was just beaten to the top of this table by Audley Travel and Trailfinders.