Teletext Holidays will face legal action unless it repays over £7 million to customers whose package holidays were cancelled due to the coronavirus (COVID-19) pandemic.
On 4 February, the Competition and Markets Authority (CMA) announced that it was opening an investigation into Teletext Holidays after receiving hundreds of complaints.
These showed that people were not receiving refunds they were owed within 14 days, as required by law, for package holidays cancelled by the company due to pandemic restrictions.
The CMA wrote to Truly Holdings Ltd., the company that operates Teletext Holidays and also AlphaRooms.com, in March, setting out in detail its concerns and giving the company an opportunity to address them.
The CMA told the firm it could avoid any potential court action by signing formal commitments – known as ‘undertakings’ – to refund affected consumers and ensure compliance with the Package Travel Regulations going forward.
However, Teletext has not agreed to provide undertakings that are sufficient to address the CMA’s concerns.
The CMA has now informed Teletext Holidays that it is preparing to take court action and will launch proceedings if it does not repay the outstanding refunds, or commit to do so, without unnecessary delay.
Andrea Coscelli, Chief Executive of the CMA, said: There must be no more delays to Teletext refunding customers for holidays they could not take because of the pandemic. It is unacceptable that many have already waited months for the refunds they are legally entitled to.
“We take very seriously the ongoing failure of Teletext Holidays to meet its obligations. The firm must now comply with the law and commit to refunding its customers. If it does not do so, we will not hesitate to pursue this case in court.”
Rory Boland, Which? Travel Editor, said:“We have received countless complaints from Teletext Holidays customers who have been battling for refunds for cancelled holidays for more than a year, so while the regulator’s action is welcome customers will be angry that they still don’t have money they are legally due.
“Teletext is one of many holiday providers that have attempted to shirk their legal responsibilities to refund customers for cancelled trips, highlighting the need for industry-wide reform.
“The government must ensure there are better protections for holidaymakers’ money, while the Civil Aviation Authority – which has been unable to take much meaningful action against airlines holding up the refund process by withholding money from holiday companies – must be given stronger powers.”
The announcement follows ‘significant action’ by the CMA in relation to holiday cancellations during the coronavirus pandemic.
Some passengers arriving in the UK are having to extend their quarantine or pay for additional Covid tests as private labs are failing to deliver results on time, Which? has found, raising concerns about the capacity of the UK’s travel testing system weeks before international travel is set to re-open.
Currently, anyone arriving in the UK (unless exempt) must quarantine for a mandatory 10 days and take a PCR test on day two and day eight of their quarantine. These tests typically cost between £160 and £200, but can cost over £500. Travellers must receive negative results for both tests to leave quarantine after day 10.
However, social media and review sites have been flooded with complaints about test result delays, with a Facebook group for people suffering problems with the system amassing around 1,500 members, and Which? has also heard from travellers who did not receive their test results within 10 days.
Without test results, travellers face having to pay hundreds of pounds for additional tests or stay in quarantine for longer than they need to, potentially causing problems for those who cannot work from home.
The consumer champion also understands that at present, only four private test providers out of more than 500 on the government’s list of providers have been accredited – Nationwide Pathology, Source Bioscience, Oncologica and Eurofins Forensic Services. Of those four, only Nationwide Pathology and Oncologica offer day two and day eight test kits, raising concerns about oversight of the test providers.
With mass travel set to resume next month, Which? is concerned that the travel test system – which is already struggling to handle demand when international travel is restricted – is at risk of being overwhelmed, and potentially collapsing when restrictions are lifted.
Erkal Taskin, who returned from Turkey after visiting his ill father in early April, told Which? that he didn’t receive his day two test kit from Anglia, a government-listed test provider, until he had been in the UK for a week.
Only after he contacted Anglia through Twitter and Which? responded to his tweets did it promise him a refund. It finally gave him his day two result 15 days after he had arrived in the country, and he still has not received his day eight result.
Anglia apologised for the problems, and described the case as “an extreme outlier even in terms of the small number of cases where our client has had some processing or fulfilment issues.”
Erkal added: “I wasn’t sure when I could leave my house and there was no one to ask. I ended up waiting for so long before I could go back to work, which was a huge problem.”
Another person complained on Trustpilot about a different provider, claiming that after they didn’t receive results for their day two test, they paid for a ‘Day Five Test to Release Kit’ – which would have allowed them to end their quarantine early on receipt of a negative result – but said “now on day nine, [we] still have no results, so [it was a] waste of £110 plus £175.”
While some providers have blamed delays with Royal Mail deliveries, Royal Mail told Which? there have been no reported delays in its network related to use of the company’s priority post boxes for managing travellers’ test results.
Oncologica, one of the largest laboratories that has partnered with many government-listed test providers, apologised on its website for delays and said there has been an “unprecedented increase in Covid testing enquiries and kit orders received since government travel rules were introduced”.
Nationwide Pathology also apologised on its site for “large scale disruption to the delivery of both kits and samples”.
Despite travellers failing to receive their Covid test results on time, many have not been offered refunds. Both Oncologia and Nationwide Pathology said they did not guarantee test results within 10 days, with the latter claiming guidance from the Department of Health and Social Care means that it doesn’t have to provide refunds “where there’s no issue with the testing service”.
Under the proposed traffic light system, arrivals from ‘green’ countries must take day two tests, and those from ‘amber’ and ‘red’ countries must take day two and day eight tests, which will mean hundreds of thousands more people rely on the testing system.
Which? is urging the government to urgently address the problems currently affecting the PCR testing market with regard to availability of information, accreditation, pricing and accessibility of tests, as well as the poor quality of service by some providers. It must also ensure there are effective consumer protections in place for travellers in the event of any problems with testing, ahead of reopening travel after 17 May.
Rory Boland, Which? Travel Editor, said: “The UK’s travel testing system can’t cope with demand, even when relatively small numbers of people are travelling. It’s clear the system could buckle under the pressure when mass international travel restarts and hundreds of thousands more people are reliant on it.
“Travellers shouldn’t have to shop around for something as crucial as a test provider – they simply need a service that is accessible, reliable, and delivered on time. It is critical that the Government addresses issues with testing ahead of restarting international travel, and ensure that travellers are not left to the mercy of poor quality providers or unreliable services when trying to do the right thing in following government requirements to travel safely.”
Oncologicatold Which? it can process up to 40,000 Covid-19 tests a day and that it hadn’t yet reached capacity. A spokesperson said: “Postal service quality is outside our control; however, we make customers aware of the possibility of shipment delays arising from postal deliveries.
“This can relate to sample returns indicating they have been returned “delivered” in the Royal Mail tracked postal system, whereas in fact samples may not yet have been delivered to Oncologica and only have arrived at a Royal Mail depot, which can take up to 24 hours to deliver onto us. In the vast majority of cases, our customers experience no delays and our kits and results are supplied in a timely manner.”
It said that it couldn’t comment on claims by third party test providers that they’d received its results late.
Nationwide Pathology said: “We recognise the significant frustrations that UK International Arrivals are currently facing and we all are working extremely hard to make the process as user friendly as possible.
“We also recognise the significant costs involved for families which is why we have consistently, since the start of this process in March 2021, been one of the least expensive providers on the DHSC list.
“Nationwide Pathology is committed to providing the best service possible. We have performed over 80,000 Day 2 and Day 8 covid tests since the end of March 2021. The vast majority of our clients have no issue and are very happy with the service they receive. Our complaints KPI is 0.29%.
“Unfortunately, even though we use Royal Mail, who are a gold standard logistics provider, they have experienced some delays in getting samples to us. We understand how important results are to customers, but we are simply unable to test a sample that we do not have.”
A Royal Mail spokesperson said: “There are no reported delays in our network related to people using Royal Mail’s priority post boxes to manage their test results. In fact we continue to receive praise for the high quality of the service we provide to the nation. Every day we service hundreds of thousands of test kits on behalf of the NHS both speedily and efficiently.
“For overseas travellers, the management of test kits, samples and results is carried out through several private companies. In some instances, some of these companies may use a Royal Mail tracked returns service to deliver test results.
“In such cases, we deliver mail items in line with the service specification agreed with the sending companies. Every item of mail is important to us. We are committed to delivering the highest levels of service for all our customers.
“We have lots of capacity in our network to continue to deliver these mail items to a high level of service even if there is an increase in demand.”
The Department of Health and Social Care said: “We are carefully monitoring issues raised by the public, raising every complaint with private test providers. We also monitor all providers’ performance, including their delivery and test turnaround times.
“We will take rapid action against any company that is providing an inadequate service. In the first instance, they will receive a warning and are given five days to demonstrate they have addressed concerns, and if not, they are removed from the gov.uk list.”
A spokesperson for Anglia DNA Services said: “We unreservedly apologise for any receipt, delivery, and/or processing issues in this case, one of a very small minority of such issues over the last weeks in which we have successfully fulfilled over 10,000 ‘2 and 8’ day tests for our customers.
“The individual you reference is being fully refunded as is our policy, with our apologies again.”
The last year has led consumers to be much more sustainably focused, the public are becoming consistently more engaged and putting their money where their mouth is.
With travel on hold for the best part of the last year, sustainable options are becoming more favourable. Whether that be supporting independent businesses or choosing an environmental option.
Small group tour specialist, Rabbie’s (www.rabbies.com), specialises in sustainable travel and has shared its top tips to consider when booking an eco-friendly holiday.
Consider your mode of transport
While it’s hard to resist the temptation of a self-drive holiday post-pandemic, this convenient way of getting around is not the most eco-friendly. Travelling using communal transport modes, such as by small mini-bus, is a much more fuel-efficient option to reduce your carbon emissions while travelling. Domestic coach tours are a great way to explore the country and visit destinations off-the-beaten track in a sustainable way by lowering the number of independent vehicles on the road.
Visit smaller communities
Steer clear of tourist hot-spots and opt to visit destinations that are typically out of reach. Areas outside of the standard sightseeing trail have been hit especially hard by the pandemic. Tourism spend is worth so much more to these smaller communities and sustainable travellers have an opportunity to really make a difference to the lives of locals. Consider taking a trip to areas such as the Isle of Wight, North Wales and the lesser-known lakes of the Lake District.
Leave no trace
Particularly important when choosing to visit natural beauty locations, travellers should aim to leave places as they found them (or in some circumstances, in a better shape than when they arrived). Travelling on a small group tour allows for groups to avoid making loud noise and let nature’s sound prevail.
A local, knowledgeable guide will help to ensure that travellers respect the communities being visited to ensure an enjoyable journey for those on the tour, as well as those who will visit next. With so many amazing natural beauty locations to visit across the UK such as the woodlands of the Peak District National Park and the beaches of Lewis and Harris, it’s vital to preserve these destinations for years to come.
Choose a responsible operator
Selecting to holiday with a sustainable and morally-sound operator will ensure you’re making the world a better place through travel. Tour companies with substantial green credentials and responsible travel initiatives are a great way to reduce the impact your travels have on the environment in which you are visiting.
Small-group touring company, Rabbie’s, have environmental protection as a core focus of the business. The company even taxes itself £10 for every tonne of CO2 they use, with staff then voting on which community or environmental project this money should go towards each year.
With social distancing measures in place, reduced group sizes and increased cleaning measures, Rabbie’s offers worry-free journeys so you can enjoy a sustainable staycation without concerns.
During your trip to Edinburgh you will no doubt be exploring the top attractions that this city has to offer. Edinburgh Castle for the one o’clock gun, the view from the top of Arthur’s Seat, the dark history of the Vaults and the Royal collection at the Queen’s Gallery.
However, these hidden gems are loved by locals and those lucky enough to stumble across them.
If you are planning a visit to Edinburgh, be sure to add our top 10 to your must-see list:
Edinburgh Farmers Market
Situated on Castle Terrace every Saturday with stunning views of the Castle and only a hop, skip and a jump from the Royal Mile you will find an award-winning market showcasing the very best of Scottish produce. If you’ve booked a self-catering apartment it is the perfect place to catch the highest quality, local ingredients to cook up for dinner. You can find fresh scallops, smoked salmon, venison, cheese, seasonal fruit and vegetables from this renowned foodie haven.
Residents of Edinburgh’s New Town hold the keys to exclusive private gardens hidden amongst the town houses. There is none more desired than the splendid Queen Street Gardens, where Robert Louis Stevenson spent much of his childhood. Most visitors to Edinburgh must wait until the annual Open Door’s Day to venture inside but guests of 34a Abercromby Place, a new luxurious dog friendly self-catering apartment by the Royal Scots Club, receive a key to access this secret garden for the duration of their stay.
This marvellously modern milk bar in Edinburgh’s historic Grassmarket has been producing handmade gelato and chocolates since 2013 and its founder Mary is a graduate from an actual Gelato University in Italy. With weird and wonderful seasonal flavour combinations like Toast & Marmalade and Goats Cheese & Figs mixed with favourite staples like Salted Caramel and Milk, all ages will be pressing their noses against the window checking out the latest flavours.
Reopening in May, check out Mary’s Instagram for updates
If you are feeling bold, grab your swimming costume and head out for some wild swimming in the Forth. Don’t let the temperature put you off, wild swimming has been proven to boost your energy and happiness. The perfect way to start a day of sightseeing! Wardie Bay is within walking distance of the City Centre so enjoy a swim in this sheltered spot which is well cared for by the community and loved by locals.
Open every day of the year come rain or shine
Dunbar’s Close Gardens
Any Edinburgh visitor will be familiar with the Royal Mile which connects Edinburgh Castle with the Palace of Holyrood House. The network of Closes lead off the Royal Mile through the Old Town and are steeped in history. With over 70 Closes to explore don’t miss Dunbar’s Close, this beautiful garden sanctuary in the very centre of the City. You will find those in the know soaking up the sun or chatting with friends over lunch in this secluded spot.
Open from 07:00am, closing times vary throughout the year
Dovecot is a world-renowned tapestry studio and centre for contemporary art, craft and design in the heart of Edinburgh’s Old Town. The Tapestry Studio is in the former swimming pool that was once the old Infirmary Street Bathhouse and the original viewing gallery is open daily for visitors to observe the weavers create their masterpieces. Dovecot offers a programme of popular exhibitions and events with the likes of Grayson Perry and Mary Quant plus a shop full of beautiful hand-made gifts and a fantastic cafe ‘Pinks at Dovecot’.
Café Culture is thriving in Edinburgh with independent coffee shops showcasing the best roasters in Scotland and across the UK. If you are looking for exceptional coffee one of the local heroes is Little Fitzroy on Easter Road. Passionate about everything coffee, Little Fitzroy rotate their selection regularly, always making the perfect flat white. Not to mention their wonderful selection of cakes including one of the best vegan Cinnamon Buns in Edinburgh.
Open weekdays from 07:00am – 17:00pm and weekends from 08:00am – 17:00pm
The wonderful beach at Portobello (Porty to locals) is the perfect place to fill your lungs with sea air and go for a bracing walk along the sands or the fine promenade. Once you’ve finished building your sandcastles or taking a paddle, grab lunch at Edinburgh’s Little Chart Room on the Prom or take a stroll to the high street and visit the Montreal inspired Bross Bagel shop.
Open every day of the year come rain or shine
Alby’s
Not your average sandwich shop this is the home of the Big Hot Sandwich in Leith. Alby’s feature a rotating menu of inspired and delicious fillings sandwiched between a large wedge of soft focaccia. This is the perfect pick me up after a packed morning of sightseeing. Run by couple Natasha and Matt these sandwiches have cult status thanks to their strong Instagram following and adorable namesake Alby the Dachshund.
Open Wednesday to Saturday from 12:00pm – 20:00pm and Sunday 12:00pm – 16:00pm
You may have heard of the Festival Theatre, the Playhouse or the Lyceum Theatre but there is another institution tucked away in Leith which was given as a gift to the Burgh from the people of Edinburgh in the 1920’s when Leith was incorporated into the capital city. This lively creative hub caters for all ages so be sure to check out their programme of what’s on during your visit.
Reopening in June, check out their website for more details
Consumer champion Which? is warning holidaymakers to hold off booking trips abroad until more details become clear.
Rory Boland, Editor of Which? Travel, said:“Millions of people will be excited to know their next holiday abroad might not be too far off, but the current guidance leaves too many questions unanswered about important aspects of foreign travel – so we would advise consumers to hold off on booking a holiday until the details become clearer.
“Apart from not knowing where we can go and when, the government has also warned that countries will be moved between green, amber and red. Until it details how these changes will take place, consumers face the risk of 10 days quarantine and paying for additional tests, or worse, having to pay £1,750 for hotel quarantine.
“There also remain questions over what the total cost of testing will be for trips, which currently runs into the hundreds of pounds, and what steps will be taken to ensure testing is affordable and accessible. It is vital that the government provides clarity on these issues before people think about parting with their money.”
91% of travelers would be comfortable using digital health passports to help restart travel, according to new Amadeus-commissioned traveler research.
The study, commissioned by Amadeus and delivered by Censuswide, provides encouraging news for the industry, with 41% of travelers keen to book international travel within six weeks of restrictions lifting
The study demonstrates the importance of understanding traveler concerns around privacy, ease of use and security
As governments and the travel industry explore the benefits of digital health passports, the message from travelers is clear: digital health passports can be a vital tool in opening up travel.
The study found that just over 9 in 10 (91%) travelers surveyed said they would be comfortable using a digital health passport for future trips.
This encouraging research provides an incentive to accelerate plans for digital health passports that will help to address traveler concerns. The study provided further good news for the industry as just over 2 in 5 travelers (41%) said they would book international travel within six weeks of restrictions lifting, demonstrating that the appetite to travel remains high.
The survey of 9,055 travelers in France, Spain, Germany, India, UAE, Russia, Singapore, UK and US also contained a note of caution for the industry with over 9 in 10 (93%) travelers having some concerns around how their health data for travel would be stored.
When asked about the receptiveness to storing and sharing digital health data, survey results show:
· Just under three quarters (74%) of travelers surveyed would be willing to store their travel health data electronically if it enabled them to pass through the airport faster with fewer face-to-face interactions
· Over 7 in 10 (72%) travelers surveyed would be willing to store their travel health data electronically if it enabled them to travel to more destinations
· 68% of travelers agreed they would be more likely to share their health data if the airlines they most frequently travel with offered a way to store their travel health data.
Although receptiveness to sharing data is high, the travel industry needs to consider traveler concerns around the use of data. The three main concerns travelers have are:
· Security risks with personal information being hacked (38%)
· Privacy concerns around what health information needs to be shared (35%)
· Lack of transparency and control over where the data is shared (30%).
The survey also explored what solutions might alleviate concerns around digital health data and travel in the future and results showed:
· 42% of travelers said a travel app that could be used across the whole journey would greatly improve their overall travel experience and reassure them their information is all in one place
· 41% of travelers agree a travel app would reduce their stress around travel
· 62% of travelers would be more likely to use an app to store their health data if a travel company partnered with a trusted healthcare company.
The research is the second in a series of traveller surveys, where Amadeus takes a regular checkpoint on traveler sentiment and concerns to help the industry rebuild travel in the most effective way.
The 2020 Rethink Travel survey revealed how technology can help to increase traveler confidence and Amadeus revisited this question to see how traveler confidence has changed since September 2020. 91% of travelers now say that technology will increase their confidence to travel, an increase from 84% in September 2020.
When asked which technology would increase confidence to travel in the next 12 months, mobile solutions were highlighted as a popular option, with the top three technologies including:
· Mobile applications that provide on-trip notifications and alerts (45%)
· Contactless mobile payments (e.g., Apple or Google Pay, Paypal, Venmo) (44%)
· Mobile boarding (e.g., having your boarding pass on your mobile phone) (43%)
Decius Valmorbida, President, Travel, Amadeus, says:“There is no doubt that COVID-19 will continue to shape the way we travel for the months ahead, just as it influences so many other areas of our lives.
“Yet while there are still uncertainties, research like this reinforces my optimism that we will build back travel better than before. Collaboration across governments and our industry is the key to restarting travel, as we deliver on traveler expectations outlined in this Rebuild Travel digital health survey, deploying the right technology to enable a truly connected and contactless journey.”
Christophe Bousquet, CTO, Amadeus, comments,“This study highlights once more the key role that technology will play in rebuilding travel.
“We’ve seen a shift since our last survey, as travelers now place more focus on mobile and touchless technology, crucial areas that will clearly strengthen traveler confidence.
“It’s also very relevant to see that travelers are open to digital health passports and sharing their data as they move through the journey, once the right safeguards are in place. At Amadeus, we’re committed to rebuilding a better industry, together with our customers and partners.”
To gather more insights into how the travel industry can rebuild, Amadeus, a global leader in travel technology, commissioned research to learn more about travelers top concerns around digital health data, their comfort levels with sharing and storing their data, and the solutions that may help to alleviate their concerns for future travel.
The eco-friendly way to see the best that the UK and Ireland has to offer
We are set for another summer of staycations, calling for experiences even more off the beaten track to discover the UK and Ireland’s natural beauty and spread the tourism wealth.
With an increased demand for sustainability-focused, eco-travel, Rabbie’s continues to expand its domestic travel options without sacrificing its excellent green credentials.
Rabbie’s ensures that the places we love are there for future generations to enjoy and advocates ‘taking only photos and leaving only footprints’. Explore the best of what the UK and Ireland has to offer – its wildlife, vistas, delicacies and rich history – all while actively preserving its future …
Visit the sandy beaches and crystal-clear waters of your dreams, but in Scotland:
After so long spent at home, the far-flung islands and dolphin-spotting on the three-day tour of Lewis, Harris and the Outer Hebrides are a welcome escape. Visit the incredible Luskentyre beach known for its tranquil waves, white sands and Loch Braun, home to native whales and dolphins.
This area of outstanding natural beauty comes with a rich history, with Viking relics left behind from over 800 years ago, including the Callanish standing stones to visit as well as the opportunity to experience life as a highlander at the centre of traditional crofting, Arnol Blackhouse. The tour departs from Inverness, and costs from £209 per person.
Hiking through the delightful depths of Derbyshire and rewarding yourself with a delicious Bakewell tart:
Derbyshire is England at its most quintessential, full of quaint cottages and luscious rolling hills. On the Derbyshire, Peak District & Poole’s Cavern tour, visit Castleton, nestled in the hills and the Celtic settlement with former ruins located nearby on the hill of Mamtor.
After a hike to one of the most photographed spots of the county at Monsal Head, tuck into lunch in Bakewell, home of the iconic almond puddings. ‘The cherry on top’ of the afternoon consists of a visit to Poole’s Cavern, a limestone cave system previously marvelled at by Mary Queen of Scots, full of stalagmites and stalactites.
Take a bite out of English history and embrace the natural awe of the UK whilst staying carbon-neutral. The one-day tour, departing from Manchester, costs from £39 per person.
Take in the soaring mountains, spectacular wildlife, and mystical history of Ireland’s West Coast, with nothing in between you and the Atlantic:
A jam-packed three days full of the Emerald Isle’s less visited, awe-inspiring wonders such as the Cliffs of Moher and Connemara National Park. On the West Coast Explorer Tour, Rabbie’s transports guests to a world of dungeons and dragons at Dunguaire Castle, and natural beauty spots such as the Cliffs of Moher and Lough Corrib’s scenic shores which were captured in “The Quiet Man”.
Of course, no trip to Ireland would be without a tipple, enjoy a drink at Locke’s Distillery, the oldest in the world as well as a bite to eat in the foodie hub of Galway. Departing from Dublin, the three-day tour costs from €309.00 per person.
With social distancing measures in place, reduced group sizes and increased cleaning measures, Rabbie’s offers worry-free journeys so you can enjoy a sustainable staycation without concerns.
Which? reveals the UK’s best and worst motorway service stations
Gloucester and Tebay services have been named Britain’s best service stations, while Bridgwater in the south west of England has been ranked the worst, according to a new survey from Which?.
As UK holidaymakers prepare to hit the road this summer, the consumer champion has revealed the country’s best and worst service stations for a pitstop on the way to their destination.
Which? surveyed more than 2,700 members covering around 5,600 experiences at almost 70 motorway service stations across the UK. Members rated them on various criteria, including range of facilities, prices, and ease of social distancing.
Though some respondents dismissed service stations as “all the same”, the survey found stark differences across the country – particularly with regards to cleanliness. The best and worst ranked services were only an hour’s drive apart on the M5, showing the value of planning ahead when it comes to taking a break on a long journey.
The top three service stations all belong to Westmorland. Gloucester (on the M5), Tebay (on the M6 at the edge of the Lake District) and Cairn Lodge (on the M74 in Lanarkshire) ranked first, second and third in the table, respectively.
Gloucester received the top score of 86 per cent, scoring five stars for cleanliness, range and quality of its shops and food outlets, as well as its range of facilities.
One visitor described Gloucester services as “as far from a typical motorway stop as you can imagine”, where customers can enjoy home cooked meals and buy local produce from the “fabulous” farm shop.
Tebay received similar praise, with a score of 83 per cent and plaudits for the freshly prepared food on offer in the restaurant and for sale in the farm shop, while Cairn Lodge was given a score of 69 per cent.
At the other end of the table was Bridgwater on the M5, owned by Moto. The service station received a dismal score of 32 per cent, and was awarded just one star in every category.
Recent visitors described it as “dirty” and “depressing”, and others complained of a urine smell and toilet paper strewn on the floor. Another simply said it “should be demolished”.
Welcome Break was responsible for half of the 10 service stations at the bottom of the table – more than any other brand.
Its service station in Gordano came just ahead of Bridgwater, with a score of 40 per cent, while its services in Newport Pagnell (41%), Keele (42%), London Gateway (45%), and Birchanger Green (45%) also populated the bottom 10.
Even its highest scoring service station, found in Warwick, scored a decidedly average 57 per cent.
Roadchef runs three of the services listed in the bottom 10, including Watford Gap on the M1 (43%) and Sandbach on the M6 (42%), both of which earned a dismal one star for their range of facilities and just two stars for cleanliness.
Often, drivers can have a much better experience by planning ahead to ensure they stop at one of the better service stations on their route. For example, those driving north on the M6 between junctions 36 and 39 have the choice of stopping at Tebay or Killington Lake, scoring 83 per cent and 52 per cent, respectively.
The two stations are just 12 miles apart, with both benefiting from picturesque surroundings – but visitors were much more positive about Tebay than Killington Lake, with customers at the latter complaining of long queues and difficulty in adhering to social distancing.
Meanwhile on the M1, Donington (60%) is far superior to Trowell (46%), as is Cairn Lodge (69%) to Abington (49%) on the M74.
Some domestic travel restrictions in England are set to lift on 12 April at the earliest, when overnight stays at self-contained accommodation will be allowed, with further restrictions expected to ease no earlier than 17 May when hotels and B&Bs will be able to reopen for leisure stays.
Rory Boland, Editor of Which? Travel, said:“The results of our survey show that it pays to plan ahead to avoid some of the UK’s worst motorway services. It could be the difference between a home-cooked meal in peaceful surroundings, or crowded queues in downright dirty facilities.
“Whether you’re zipping down the M5 towards the beaches on the south-west coast, or up the M6 towards the Scottish border, make sure your journey isn’t spoiled by a stop at a shoddy service station.”
Which? is calling for a major overhaul of the UK’s fragmented electric vehicle public charging network to ensure emission-free vehicles are a viable option for all consumers.
The consumer champion analysed the UK’s electric car public charging network and found serious issues within the infrastructure that could deter people from buying electric vehicles.
It found motorists cannot easily use charging networks operated by different providers as they rely on a bewildering array of sub-standard apps and payment methods, and drivers can face unnecessarily expensive charges.
With around 12 million electric cars expected to be on UK roads by 2030, according to the Climate Change Committee, Which? believes the public charging network as it stands is not fit for purpose for the millions of people who will soon depend on it, and is in dire need of reform to ensure it is accessible for all consumers.
More than 30 providers make up the UK’s public charging network, however Which? found almost all require motorists to download a network-specific app, or sign up for a Radio Frequency Identification (RFID) card to use their charge point – a confusing system that would mean drivers planning long journeys would have to ensure they have the right app or RFID for chargers on their route.
Tesla has one of the most affordable networks of ultra-rapid public chargers (120-250kW), but this can only be used by Tesla car owners, dividing the public charging network even further. When Which? asked if Tesla would open its supercharger network to other car brands in the future, the company said it would not make “future-looking statements”.
Tesla also has a network of “destination chargers” with a power output of 3-22 kW, some of which are only available to Tesla models, whereas others can be used by any car with a Type 2 plug. However, these chargers could be opened up to all cars, as Tesla confirmed there is “just a switch inside that makes it [the charging point] universal or Tesla only”.
The UK government previously advised that all rapid chargers built from spring 2020 should allow payment by card – but as it is not legislation, not all firms have installed card payment machines.
According to Zap-Map, fewer than one in 10 (8%) of charge points offer rapid chargers (25-100kW) and allow card payments. Most other types of chargers do not accept cards. Drivers who use chargers and want to pay by card can face additional costs, as some that do accept cards charge more.
BP Pulse, one of the biggest providers in the UK, accepts contactless payments but charges 25p per kWh for those who pay via its website or app and 30p per kWh for card payments. Which? calculated that this 5p difference, using the Volkswagen id.3 as an example, could mean owners paying by card would be charged around £140 extra annually.
While Which? believes it is charging customers more for using a bank card, BP Pulse told the consumer champion: “those who choose to sign up for a free membership receive a discount on their charging costs”.
Motorists could also face higher charging costs if they use a network that charges per minute rather than per kWh, such as Source London.
Using the Volkswagen id.3 as an example, Which? found from Source London’s 7.4 kW charger it would cost £1,012 annually to charge, but this would increase to £1,740 a year from a 22 kW charge point, which costs more due to its faster charging rate, though most cars have a maximum AC charging rate of 11kWh.
Source London told Which? that its prices include on-street parking, which others do not, and that its “price per minute pricing structure is designed to encourage users to disconnect their vehicle as soon as they have finished charging.” It also confirmed customers will still be charged even once their car reaches 100 per cent charge, though overnight chargers are cut off after four hours.
As a first step to reform the public charging network, the government and industry should consider making public chargers universal so motorists need just one app, RFID card and account to access all networks across the UK. While creating a universal infrastructure will have its challenges, Which? believes it is essential to create a simple and appealing network.
Other improvements that should be considered include avoiding single-brand networks from being created, and for Tesla to open its charging points to all EV drivers, as the UK needs more charge points. It should also consider implementing a pence per kWh pricing structure as opposed to charging per minute to ensure drivers are not overcharged and can easily compare costs across different providers.
The government’s ban on the sale of petrol and diesel cars will encourage more motorists to switch to emission-free vehicles, which will play a vital role in achieving net-zero by 2050. However, to ensure motorists can make this transition, the public charging network needs to work much better for consumers.
Harry Rose, Which? Magazine Editor, said:“Millions of consumers will be expected to own electric cars in less than a decade, but the public charging network is disjointed and in dire need of reform to ensure it is a viable option for all consumers, especially those who do not have access to a private charger.
“The lack of universal access to the various charging networks must be addressed and a much simpler pricing structure is needed so consumers can easily compare prices across providers and ensure they are not overcharged.”
Buying an electric car
If you’ve never driven an electric car, you may be surprised by the quick acceleration from a standstill, so take it slowly on your test drive until you get used to it.
You will save money on car tax. Electric cars are exempt from car tax as they emit zero CO2. Also, they are exempt from the ‘expensive car supplement’, which sees most models that cost over £40,000 liable for an extra £310 per year for years two to six of ownership.
If you can charge at home, you’ll want to get a wall box charging point. The UK government currently offers a grant toward buying and installing a wall box, called the Electric Vehicle Homecharge Scheme, which covers 75% of the cost, capped to a maximum of £350. For those living in Scotland, the Energy Saving Trust will provide up to £300 further funding on top of this, with an additional £100 available for those in the most remote areas.
Councillor Lesley Macinnes, Transport and Environment Convener, writes for City Transport & Traffic Innovation (CiTTi ) Magazine on the future of travel in Edinburgh:
Edinburgh is not alone in the challenges it faces. But as a historic, compact Capital, with a unique landscape and, under normal circumstances, a world-beating cultural scene, our response to these must be custom-made.
Here, transport accounts for 31% of carbon emissions, and that’s rising. Poverty rates vary considerably across the city, yet the cost of travel averages at more than £80 a week – 14% of average weekly budgets. Congestion significantly impacts daily journeys, adding up to 41% to travel time during peak hours. And our population continues to skyrocket, with a forecast growth of 12% to 600,000 by 2043.
We simply must adapt if we are to address these issues head on, to achieve our net zero carbon goals by 2030, to improve air quality and provide inclusive, accessible transport options while creating a better place to live. Our next steps will be crucial as we work to make a green recovery from the COVID crisis, helping citizens to return to normality while supporting local businesses to flourish.
In direct response to this, our City Mobility Plan sets out a ten-year plan to deliver a better connected, carbon neutral transport system, a healthier environment and a thriving, inclusive future.
We’ve spent the last three years honing this strategy, engaging closely with the people who live and work here, with partner organisations and with accessibility, active travel, transport and business groups.
We’ve analysed Edinburgh’s specific travel patterns and data as well as drawing from pioneering cities around the world. A major public consultation received significant support for proposals to overhaul movement to and around the city.
For that reason, we know we’ve created a plan which meets people’s needs but also pushes forward with the kind of changes we must make if we are to address the climate emergency and create a better quality of life for everyone.
Of course, as we emerge from the COVID pandemic, we will remain in a period of uncertainty, so the Plan will be flexible to take account of longer-term impacts as they become clearer.
However, over the next decade we’ve committed to delivering a bold programme of policy measures to meet these goals. By encouraging a change in behaviour towards environmentally friendly transport, while providing flexible and affordable public transport fares, we’ll help people to make sustainable choices.
Plans to expand the tram and mass rapid transit network and improve bus routes will further support the transition from private car journeys while introducing ‘mobility hubs’ in communities and a city operations centre to monitor traffic will be pivotal to reducing the impact of polluting vehicles and congestion.
We’ve pledged to create more liveable places less dominated by motor traffic and to build on Edinburgh’s network of walking, wheeling and cycling routes. We’re already a compact, walkable city, where 45% of households don’t own a car – we want to make getting from A to B by foot, bike or wheelchair even easier.
This people-focused approach was brought to life with the publication of new concept designs for the George Street and First New Town public realm improvements project.
The £32m scheme is central to the broader transformation of the city centre and a key element of the City Mobility Plan, and the new designs offer a glimpse of how we can create more liveable places in the city.
Under the proposals, we would turn this car-dominated street into a largely pedestrianised area, with a cycling thoroughfare and places to sit, play and hold events. The designs, which conserve the street’s heritage, have already been well received, and if approved by committee we want to deliver the improvements by 2025.
Our commitment to support 20-minute neighbourhoods as part of the plan will help to create great, liveable places to spend time in too. Thanks to the compact make-up of our city we want to go even further to facilitate 10-minute neighbourhoods, helping people to shift away from longer journeys to active travel and to meet our net zero carbon target.
We’re not starting from scratch with the City Mobility Plan. We’re recognised as one of the most liveable cities in Europe and since the ‘90s we’ve made great strides to enhance transport systems and invest in streets and public spaces.
This ranges from the completion of 95km of off-road cycleways and walkways between 1995 and 1999 to the launch of Edinburgh Trams in 2014 and becoming the first Scottish city to implement a citywide network of 20mph routes in 2018.
Ongoing projects, such as the completion of Trams to Newhaven and the introduction of a Low Emission Zone, put us at the forefront of sustainable transport development.
These have all been ambitious ventures, but we’ve achieved them, or soon will. As we move forward with the next ten years of transport and mobility in the Capital, we want, and need, to be just as bold, for the sake of its future and for the generations of people who will live, work and visit here.
