4.4/5 Customer experience rating
When our customers return from holiday we ask them to rate their hotel experience. They rate their hotel out of five stars across categories like location, service and value for money. They also give an overall quality score out of five. We gathered over 67,000 independent hotel reviews last year.
Our customers also rate our service, and we're delighted we scored 4.4/5 for customer experience. The scores and comments we receive are used to refine our hotel portfolio and allow us to make recommendations to our customers based on quality and customer service.
Our customers’ reviews are independently moderated by Feefo. We're extremely proud of our verified ratings, satisfaction scores
and the commitment we see, when our customers consistently choose to book with us again.
Each year our top-reviewed hotel partners are presented with our Customer Excellence Award. Hotels that receive a rating of between 4.5 and 5 stars from our customers, and only those that have received a minimum of 10 of reviews, are eligible. We’re delighted our top 4% of hotels received this accolade in 2022 – and for many this is their seventh consecutive year, proving an exemplary commitment to our customers.
You might have noticed a few changes around our review collection. Feefo, the world’s largest verified buyers review platform, acquired Reevoo, our former partner, in 2021 to combine high-quality feedback and excellent customer service. What has stayed the same is the purpose of our reviews and how Feefo certifies they’re from British Airways Holidays customers.