Kuoni UK Reviews 579

Kuoni are my go to and trusted agent for holidays-I don’t go anywhere else. Charlotte Adshead in the Sheffield branch creates the most perfect holidays and always exceeds our expectations

Sue was helpful, knowledgeable and friendly when booking out holiday. Even when I changed my mind a few times, Sue was able to adapt quickly and find the best holiday for us. I would recommend Kuoni to anyone looking for knowledgeable staff who can offer guidance when booking your holiday.

We booked our holiday after being assured that once we paid our deposit we could look to find extra legroom seats only to subsequently be told this is not possible unless we pay for the flights in full 2.6K. Feel very misled and misold at this point.

We contacted Kuoni by phone and were greeted by a wonderfully upbeat representative, Abbie. She was absolutely fantastic - a real joy to speak to.

She followed up on our enquiry and phoned us twice the following day. When I was unable to pick up the call she provided the information by email.

I called Kuoni back and asked to be put through to Abbie, which I was. We were able to finalise the holiday plans there and then, and we are now looking forward to our holiday.

I honestly cannot praise Abbie and therefore Kuoni highly enough.

Yet again Kuoni staff at the Trafford Centre store have delivered a fabulous tailor made package for us - this time travelling around Canada. Thank you.
Kerry and Orla listened to what we wanted and provided us with a great package, meeting all of our asks.

On the 17th April, 2026 I wrote a two star review for Kuoni based on the service I received when booking my honeymoon with them. Within days I received a reply via Trustpilot from Craig in Kuoni Customer Services, who in his words stated he'd 'reached out' to 'put this right'. Separately, I received a direct message asking me to provide my booking reference and contact details, which I did promptly.
Amazingly, three weeks later I have heard absolutely nothing from Craig or anyone else at Kuoni.
I therefore felt it important to write this follow up review as I can only assume that the reply message from Craig was an illusory ploy to create the impression to anyone reading Trustpilot that Kuoni does care and will indeed follow up to put things right. Alternatively, Craig's failure to follow up simply endorses my initial view that Kuoni does provide a poor and disjointed service, with little attention to detail. Or maybe it is both.
Either way, it is shocking that a longstanding company of Kuoni's stature can treat customers this way.
Sadly, I could not leave a zero stars review so have had to give one star, which they do not deserve at all.
Craig, if you read this, I am still waiting!

We’ve just returned from our honeymoon organised through Kuoni Reading and honestly could not recommend them enough, especially Stephen, who was fantastic throughout the entire process.

Stephen helped put together an incredible multi centre trip through Singapore, Thailand and Bali, and every part of the holiday felt really well thought out and personalised to us.

We also really appreciated his support during the uncertainty surrounding the conflict in the Middle East before our trip. Naturally we were quite nervous, but Stephen was always responsive, reassuring and worked with us to make sure we could still travel safely and enjoy the honeymoon we had been looking forward to. That support genuinely made a huge difference.

Some standout highlights for us were TreeHouse Villas at Koh Yao Noi, The Samaya in Seminyak, and Singapore, which completely exceeded our expectations.

Overall, the organisation, transfers and hotels were excellent and the whole trip was an unforgettable experience from start to finish.

Thank you again Stephen and Kuoni for helping create such amazing memories for us. We wouldn’t hesitate to book again.

A great team helped me select the right holiday to St Lucia and took time to make sure everything was spot on. Really nice to know there is a place I can go to book holidays face to face. Thanks to Holly and Harriet. Five star service!

Zoe at the Meadowhall store was so helpful and informative

From Steve & Samantha

We just popped into the Kuoni shop in Cheltenham to try and get inspiration of where we could go for a relaxing holiday later in the year (as our Seychelles holiday was put on hold with another agent due to travelling via the Middle East)
We was greeted with a very happy friendly smile by Melissa who totally listened to our requirements and took the time to talk and show us some options, her time and patience was given freely and nothing was too much trouble. We managed to book a lovely holiday with her help and guidance and knowledge of the island.
We are very excited now about our upcoming trip, thank you.

Claire was amazing. Personable, knowledgeable and enthusiastic. The whole process was simple. Every need and hint catered for. Brilliant. Will be back

Very friendly agent who spent time searching for best price and dates / duration within the period we were looking for.
Having been to this hotel for a similar period this year we were looking to go again next year for slightly longer period.
The agent took away our requirements and then searched for the best option. Although the prices have significantly increased from all the various travel companies compared to this year. Kuoni was then lower than the competition and exactly in the range of dates we asked for.
Booking was very easy, with confirmation later that day

Great service from Julie@Kuoni. Gave her an outline of what we were looking for and the following morning we had a proposed itinerary and quote and we booked the next day. Really helpful on the phone explaining the resort and breakdown of all costs

We met a representative, Sharna, at our wedding venue in Dalton Old Pumphouse near Seaham on a wedding fare night. She was very friendly and left us with a brochure.

I decided to give it a quick look and thought no harm in asking for a proposal for our honeymoon. Originally, we were going to Dubai then Mauritius over the course of 12 nights.

The price was very good as I thought there would be a huge uptake. We were lucky we booked it through Kuoni, because we wouldn't have been able to change our holiday due to middle east conflict if it were through a normal travel agent.

We're now going to Barbados, Sharna was very helpful giving insight to options and sharing information based from her own personal travel experience.

The entire process has been handled by her and couldn't fault the experience, would highly recommend.

My adult son has autism and, after nearly two years of preparation and support, we were ready for a once-in-a-lifetime trip to USA. We chose to book with Kuoni because we believed we would be well-supported. Unfortunately, that has not been our experience.

Having explained my son's needs, Kuoni staff recommended that we reserve specific seats with Virgin Atlantic, the airline they had arranged. We did this at an extra cost of £600.

Three months later, Virgin cancelled our reservations without notification or refund. I found out by chance and, after considerable effort, secured alternative seats. However, when I later chased for confirmation, I was told the new seats were only provisional, meaning it's highly likely that my son will have to sit several rows away from my wife and me.

At this point, I turned to Kuoni for support. I was told: "we have no control or input over airline policies or their terms and conditions" and, when I explained the holiday was in jeopardy, was told to take it up with my travel insurer.

All this has placed the holiday at risk and has created significant and avoidable stress. Even if Kuoni is not legally liable in this situation, I would still have expected a more supportive and empathetic response, particularly given that I had clearly explained my son's needs before booking.

The holiday hasn't yet taken place, but I am not confident that Kuoni will offer any support if we need it.

Nicole and the team at Bluewater were excellent as usual. Knowledgeable and helpful.
Smiley too!

Unfortunate situation with Kuoni Trafford centre. Wed made an appointment early in the week to plan our honeymoon, we arrived this morning excited to book and were told that they'd booked someone else in at the time we had original been booked for, so could no longer see us. Credit they had tried to contact us on thursday, however my partner had missed the call, in future it would be useful for a message to be left informing us of the situation, rather than just asking for a call back (my partner is a teacher so unable to take calls during the day). There was one single attempt made at contact. It all felt a bit like a better offer had come in for an appointment, so ours was chosen as the one to be cancelled (the other party were also arriving in store at the same time being seated and looked after). Either this was the case, or there is a flaw in the website which allowed this to happen. We were given another time 2 hours later, which we couldntmake. We have made another appointment at trailfinders instead.

We unfortunately had to change holidays, but Mark did a great job of finding an alternative holiday that met our requirements.

We booked as a party of 8 to Kuramathi with the Solihull office(rep Jordan). some of the party said they thought it was a little expensive(being first timers with Kuoni).
We were regulars with them and said it was worth it and they will see why when we get onto the island. On the island you have two reps (Angelo & Tharanga) to deal with anything that arises. Well the Mid East crisis hit. The reps and Kuoni UK were very quick to inform us of the situation and what was the plan. Kuoni had rebooked us on another flight via Frankfurt & and arranged to stay in our accommodation until the flight which was overbooked,(these thing happen in this sort of crisis) informed Asap and another flight was booked. We had to stay an extra 11 days in that beautiful place. Unfortunately there were people needing medication so this was sorted via the Medical centre on the island but not all medication was available so the Kuoni rep arranged for boats to take them to other islands Pharmacist Or someone to collect Prescriptions from Male. Meantime we were getting updated information on what was happening from Kuoni, but not everything was in their control so things changed rapidly. We eventually arrived back in Uk via Frankfurt with an overnight stop in hotel, all organised by Kuoni. I would have dread trying to organise this by ourselves. When we got back to UK the ones who thought it a bit expensive were very very glad they booked with Kuoni and are looking at rebooking again with them and are telling all their friends.

We have had the pleasure of booking a few holidays with Amy and the team at the Chelmsford store. This time it will be our honeymoon to Africa and have to thank them for their expert knowledge and patience in getting every little detail right to book our dream holiday. From start to finish nothing is too much trouble. Thank you