Just over a year ago, we launched Resort Flight Check-In, our free and exclusive service giving customers a hassle-free end to their holiday.
This fantastic service, unique to Jet2holidays, was originally trialled in selected hotels in Benidorm and proved so successful that it has been officially rolled out to a number of top resorts. It is now available in more than 150 hotels across a number of destinations, including Benidorm, Majorca, Tenerife, Costa Del Sol, Lanzarote, Paphos and Larnaca. Thanks to this expansion, it is estimated that 25% of our customers will be able to use the service this year.
The Resort Flight Check-In process is simple. Our friendly reps greet customers at their hotel on the day of their return flight and check their baggage in on the spot. Our special Ground Operations Team then securely transport the bags to the waiting aircraft, carrying out all the standard security checks.
This means that customers are free to make the most of their last day away, without the worry of having to look after their luggage. It also improves their experience at the airport as they can head straight through to security.
This summer we will have a team of over 500 Resort Flight Check-In staff, and at hotels where we offer the service, a giant branded mobile desk and podium is set up whenever it is open. On top of that, our fleet of Jet2holidays branded trucks are zipping between hotels to securely collect and transport baggage.
Don't just take our word for it though. Our customers love the service too - just take a look at some of these comments:
"I experienced Resort Flight Check-In and all I can say is 'fantastico'. 5 stars for you guys. It was the best service I have ever experienced from an airline."
"Check-in your cases at the hotel in the morning, and next time you see them is at arrivals. Great service, will be using again."
"Mightily impressed. No queuing. Hats off to a well organised company. Thank you."
"First time with Jet2.com and Jet2holidays and it won't be my last. Fantastic service especially when coming home. Luggage picked up at hotel, no queuing, and straight to security and the gate. Brilliant."
"Fantastic service. Made our last day of holiday so much more pleasant. Well done!"
If you want to find out more about Resort Flight Check-In, or if you want to stay somewhere that features the service, please just visit: www.jet2holidays.com/resort-flight-check-in
It all began in June 2007, and over 7 million happy holidaymakers later, Jet2holidays is celebrating its tenth anniversary with customers and staff.
To mark the occasion, celebrations are taking place across our UK and overseas bases throughout June. UK airports will be creating a series of celebratory themed cakes, with Jet2.com and Jet2holidays social media fans voting for the winner.
The Cake Off started today at Manchester Airport, when Jet2holidays staff were joined by Jet2 TV Allstars, Alan Halsall and Andy Whyment, to cut a specially created cake which was handed out to departing customers.
The celebrations took on added significance as we also celebrated three route anniversaries from Manchester Airport. As well as the 10th anniversary of Jet2holidays launching from the airport, today also marks the 10th anniversary of our Barcelona and Prague routes, as well as 5 years since we started operating to Pula from Manchester Airport. Since launching, over 435,000 Jet2.com and Jet2holidays customers have flown on these three popular routes.
The popularity of Jet2holidays' great value package breaks, with award-winning Jet2.com flights, industry leading 22kg baggage allowance and £60 per person deposit has seen Jet2holidays emerge as one of the 'big three' with licence to carry 2.27 million customers. Back in 2007 when we launched, this figure was just 23,000.
Back then, Jet2holidays operated to 15 destinations whereas today we operate to more than 40 top sun destinations across the Mediterranean, Canary Islands and Europe. We also have 26 world famous capitals and cultural centres, including Winter shopping trips to New York, available through Jet2CityBreaks which launched in May 2015. We now sell almost 4,000 hotels ranging from 2* to exclusive 5* properties through our 'Indulgent Escapes' brand.
This growth means that Jet2holidays will employ over 1,600 people in Summer 17, including a dedicated team to deliver our new and exclusive Resort Flight Check-In service, which allows customers to securely check in their bags at the hotel on their day of departure, leaving them luggage free for the rest of the day and at the airport.
Just last week, we also announced our latest new offering, Jet2Villas, a brand new villa proposition with hundreds of properties on sale. This gives customers the freedom of a villa holiday with the benefits of a package holiday.
As well as all of this, all Jet2holidays packages include free infant places as well as 0% credit and debit card fees. With a UK based call centre, and the option to book online, over the phone or through travel agents, Jet2holidays customers also benefit from 24 hour in-resort service. This has not only seen us enjoy tremendous growth but has also resulted in a number of coveted industry awards.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "This Summer marks the 10th anniversary of delivering real package holidays through Jet2holidays and it is a great time to be celebrating the work which has seen us continue to go from strength to strength. That is only possible thanks to everyone here at Jet2holidays.
"As well as celebrating, we are looking forward too. Thanks to our continued investment into building a company that is focused on our customers, we look forward with real confidence. No other holiday operator works as hard to make its customers feel like a VIP, and on top of our fantastic sun and city destinations, those special Jet2holidays touches such as low £60 per person deposit, children go free, 24 hour in-resort assistance, and our exclusive Resort Flight Check In service means the next ten years should be just as successful."
Start spreading the news.... Jet2.com and Jet2CityBreaks has announced FOUR EXCLUSIVE TRIPS to New York this winter from London Stansted, making us the only operator to fly directly to the Big Apple from the airport.
After the successful launch of flights and holidays from London Stansted Airport in March this year, we are going even bigger by launching shopping, Black Friday and Thanksgiving trips direct to the Big Apple. The trips make us the only airline to fly to New York from London Stansted, giving customers across North & East London and the East of England a bite of the Big Apple in style!
All four-night trips are on sale now, with flights perfectly timed with award-winning Jet2.com. A 327-seat Airbus A330 will come into operation at London Stansted for these New York flights, enabling us to add more seats and capacity, whilst enabling customers to enjoy a spacious widebody cabin alongside the award-winning customer service and friendly flight times which is making us such a hit at our new base.
There are holidays for sale across a range of iconic 3-5 star hotels in great New York locations. They include the popular Yotel New York at Times Square and Wellington Hotel, plus hotels such as Hilton Times Square, Sofitel New York and Loews Regency.
The full New York programme for winter 2017 from London Stansted Airport is as follows:
Thanksgiving & Black Friday:
London Stansted: 23rd November
Shopping Trips & Winter in New York:
London Stansted: 16th November
London Stansted: 30th November
London Stansted: 7th December
Steve Heapy, CEO of Jet2.com and Jet2CityBreaks said: "We are delighted to be launching our popular New York trips from London Stansted Airport this year, making us the only airline and tour operator to fly directly to the Big Apple from the airport. With our flights and holidays programme performing exceptionally well from our new base, we expect the same level of popularity for these trips. With Thanksgiving and Black Friday in the New York up for grabs, these trips-of-a-lifetime offer something very special for everyone!"
London Stansted Airport's CEO, Andrew Cowan, said: "The announcement by Jet2.com and Jet2holidays is fantastic news for London Stansted and everybody in the region looking for a New York shopping trip just before Christmas from their local airport. The airline has had a fantastic start since launching here in March and this boost clearly demonstrates the strength of demand that exists across the East of England and London.
"The airport has not served the Big Apple since 2008 so we are all absolutely thrilled to have it back on our destination boards. I'm sure these great value flights will prove to be another huge hit with passengers."
Packages with Jet2CityBreaks start from £699* per person, and they can be secured now for only £60pp deposit. Jet2.com flight only options are also available from £299* per person, including taxes.
Jet2.com will account for half (47%) of the capacity growth between Spain and the UK this summer, according to data from the international aviation website anna.aero*.
Our additional routes (31 new routes meaning 111 routes in total this summer), more weekly flights (over 550 per week at peak times), and more seats (over 5.1 million seats on sale) makes us the third biggest operator between Spain and the UK this summer. The opening of our two brand new bases at London Stansted and Birmingham also adds to our growth in Spain.
Our three busiest Spanish airports will be Palma (Majorca), Alicante and Tenerife. The success of Jet2holidays is driving significant growth in these bases and across all of Spain, with almost 1,400 hotels now contracted directly across Mainland Spain and the islands.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "The addition of more flights and seats, as well as brand new routes this summer, really demonstrates our commitment to Spain. With great value package holidays through Jet2holidays we are driving demand amongst British holidaymakers who continue to see Spain as the preferred choice for their well-deserved holiday. As well as continuing to take existing customers to Spain, our continued focus on customer service and the launch of new bases at London Stansted and Birmingham, means we are seeing more new customers enjoying our award-winning package holiday service from their local airport to Spain too."
It is an incredibly exciting day for Jet2.com and Jet2holidays as we begin operating a327-seat Airbus A330 at Manchester Airport, enabling us to add more seats and capacity to support our biggest ever summer holidays and flights programme.
The widebody aircraft, leased from AirTanker for the peak summer season, is making its first flight - which is sold out - to Lanzarote this morning. The aircraft will operate to our most popular hotspots from Manchester Airport this summer, includingMajorca, Tenerife, Lanzarote and Rhodes.
Featuring our famous branding, it also has Acro seats fitted to provide more space and comfort for our customers. All Jet2.com aircraft have Acro seats fitted here in the UK. As you can see from the image, this seating is configured differently to other aircraft in our fleet, with customers able to enjoy a spacious widebody cabin in addition to our award-winning customer service and friendly flight times.
We will fly to 41 destinationsfrom Manchester Airport this Summer, including two brand new destinations in Costa de Almeria and Halkidiki. With more than 400 weekly flights during peak periods and over 2 million seats on sale in total for Summer 17, the addition of this Airbus A330 will play a key role in supporting our busiest ever operation.
Steve Heapy, CEO of Jet2.com and Jet2holidayssaid: "Summer 2017 is shaping up to be our biggest ever from Manchester Airport so the addition of this widebody Airbus A330 will help us add more capacity to our best-selling destinations. As well as providing holidaymakers with more choice, the aircraft means that our formula of friendly flights, fantastic customer service and great comfort will be complemented even further with the addition of a spacious widebody cabin."
The Airbus A330 will operate from today until the end of October. An Airbus A330 will also be in operation for Summer 18, when we will operate to 43 summer beach and city destinations from Manchester Airport, including new routes Verona and Bergerac.
Jet2holidays is launching a new national advertising campaign this weekend, extending our popular 'Hold My Hand' concept to target more holidaymakers, in particular couples and families.
Part of an integrated brand campaign, three new adverts will be hitting TV screens across the UK from today, right in time for our biggest ever Summer season.
The new adverts have been developed to showcase the happiness that younger couples, couples and families experience on a Jet2holidays break. The adverts tap into the precious moments that holidaymakers enjoy and look forward to most such as leaping into the pool, lapping up the sunshine, or enjoying a sunset stroll along the beach. Each advert is accompanied by the recognisable upbeat soundtrack, 'Hold My Hand' by Jess Glynn.
Our new family advert will premiere during Coronation Street tonight, with brand new adverts targeting couples hitting the screens during other prime time TV spots over the weekend.
After the launch of operations at London Stansted and Birmingham Airport last month, the campaign will target holidaymakers right across the UK including the South and East of England, the Midlands, the North of England, Scotland and Northern Ireland.
Filmed in Tenerife, three of our most popular hotels feature prominently in the new adverts. The 5* Roca Nivaria in Playa Paraiso, the 5* Iberostar Grand Hotel El Mirador in Costa Adeje and the 5* Hard Rock Tenerife in Playa Paraiso appear throughout, and are on sale now through a low £60 per person deposit, along with thousands of other 2-5 star hotels.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "The Jet2holidays offer of real package holidays alongside customer friendly touches, such as our exclusive Resort Flight Check In service, means that we are driving enormous satisfaction with new and existing customers. Our new adverts capture the spirit of exactly what Jet2holidays is all about for couples and families, and with summer arriving it comes at the perfect time to put people in the holiday mood."
The advert was created by the Home Agency.
See our new ads via the links below
Jet2holidays Family Ad: www.youtube.com/watch?v=I2XOJHg-Yw0
Jet2holidays Young Couple Ad: www.youtube.com/watch?v=5wPKve-cZR4
Jet2holidays Couple Ad: www.youtube.com/watch?v=T2H9XhimpDg
Jet2.com is on the awards trail again - scooping two prestigious accolades in the inaugural TripAdvisor Travellers' Choice awards for airlines, winning the Best Airline - UK and Best Low-Cost Airline - Europe prizes.
The awards, covering every major carrier worldwide, are based on an algorithm that took into account the quantity and quality of airline reviews and ratings submitted by travellers over the past 12 months. It is the first time that the world's largest travel planning and booking site has held its prestigious Travellers' Choice awards for the airline industry.
TripAdvisor airline reviews launched in July 2016, giving travellers a platform to share their candid feedback about all major airlines around the globe.
TripAdvisor airline reviews are based on eight key service factors, which are then aggregated into an overall score. Jet2.com's score is the highest of any UK airline and European Low-Cost Carrier, with particularly strong scores for customer service, cleanliness, value for money, check-in, boarding, and our generous 22kg baggage allowance.
This family friendly formula, combined with great flight times, low fares and 0% credit and debit card fees has seen us win multiple awards recently, including being the only UK airline to be recognised by Which? as a Recommended Provider.
Steve Heapy, CEO ofJet2.com and Jet2holidayssaid: "We are thrilled and proud to be named by TripAdvisor as both the Best UK Airline and the Best Low-Cost Airline across all of Europe. What makes the accolades so special is the fact that they are based on customer experience and feedback, making the recognition even more rewarding.
"The fact that we continue to win awards is no coincidence. Everybody at Jet2.com strives to give our customers the very best experience possible and I would like to pay tribute to the brilliant Jet2.com team for doing that day in day out. Our family friendly formula is clearly working, and that, supported by fantastic customer benefits such as a generous 22kg baggage allowance, friendly flight times, 0% credit and debit card fees, and comfortable seating really is clearly putting us ahead of the competition in the eyes of our customers."
Two in one day! Jet2.com and Jet2holidays launch from London Stansted and Birmingham Airport today
Strong demand at both bases as award-winning proposition proves a hit with new customers
Over 450 jobs already created
Leading leisure airline and package holiday specialist Jet2.com and Jet2holidays celebrated a major milestone today, as our first ever flights and holidays took off from TWO brand new UK bases (London Stansted Airport and Birmingham Airport) on the same day.
Following the departure of inaugural flights this morning (06.50 London Stansted to Alicante and 09.00 Birmingham to Malaga), flights with Jet2.com and package holidays with Jet2holidays are now available from nine UK bases, with over 300 routes to sun, city and ski destinations. These new base launches are the latest step in our growth and development since launching from Leeds Bradford Airport in 2003, when we operated to 11 destinations.
There were celebrations in the air at both bases for the first day of flying as 100s of holidaymakers were waved off with personalised gifts, and the very first customers to check in at each base were surprised with free holiday vouchers.
The official arrival of Jet2.com's and Jet2holidays' award-winning flights and holidays in the West Midlands and in the South of England give us a truly national presence, and both bases have seen buoyant trading from direct customers and travel agents ahead of launch.
At London Stansted, we have already added more routes and aircraft to our programme since going on sale in September 2016, meaning we will operate to 27 fantastic leisure destinations on seven brand new Boeing 737-800 next generation aircraft. The scale of this operation makes London Stansted our 4th biggest UK base, with up to 96 weekly flights at peak season. The major investment into the operation has created over 250 jobs in flight and cabin crew, engineering and ground operations roles.
At Birmingham Airport, we will fly to a total of 23 destinations with flights operating on four brand new Boeing 737-800 next generation aircraft. More than 200 jobs have been created as a result of the operation, which will see 57 weekly flights at peak times.
Across the two bases, there are more than TWO MILLION seats on sale for Summer 17 and Winter 17/18 with Jet2.com, which has been voted by Trip Advisor and Skytrax as the UK's Top Airline, and is the only UK airline to be recognised by Which? as a Recommended Provider thanks to its friendly flight times, low fares and 0% credit card fees.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "We have got off to a flying start in every sense at London Stansted and Birmingham. Customers at both bases have been hearing all about Jet2.com and Jet2holidays' family friendly ethos, great value package holidays and award-winning customer service, and today they finally get to experience all of that. Our formula is proven, having driven phenomenal loyalty and growth in northern England, Scotland and Northern Ireland and we are very excited to be bringing this to our new customers at London Stansted and Birmingham.
"Although today marks Jet2.com and Jet2holidays becoming a truly national brand, our focus will remain the same as always which is providing our customers with low fares, a family friendly experience, and real package holidays. That proposition is driving strong demand in our new bases already and we are confident it will make us a resounding success."
With Jet2holidays wrapping everything up in one package, holidaymakers from both bases now have access to great value package breaks across thousands of 2-5 star hotels, with Jet2.com flights, industry leading 22kg baggage allowance and airport transfers included, through a £60 per person deposit.
Offering full ATOL protection and flexible stays, Jet2holidays includes free infant places on all holidays as well as 0% credit card fees. Jet2holidays customers also benefit from 24 hour in-resort service and the company's exclusive and free Resort Flight Check In service at selected hotels, which allows customers to check their bags in securely at the hotel on their day of departure, leaving them luggage free for the rest of the day and at the airport.
For further information or to book visit www.jet2holidays.com or www.jet2.com
27 Destinations operated to from London Stansted Airport: London Stansted's only direct service to Madeira in addition to direct great value flights and holidays to Alicante, Antalya, Corfu, Crete, Dalaman, Dubrovnik (Winter 17/18), Faro, Fuerteventura, Geneva (Winter 17/18), Girona, Gran Canaria, Ibiza, Kos, Lanzarote, Larnaca, , Majorca, Malaga, Menorca, Paphos, Pula, Reus, Rhodes, Split, Salzburg, Tenerife, Zante.
23 Destinations operated to from Birmingham Airport: Alicante, Crete, Faro, Fuerteventura, Geneva (Winter 17/18), Girona, Gran Canaria, Grenoble (Winter 17/18), Ibiza, Krakow (Winter 17/18), Lanzarote, Madeira (Winter 17/18), Majorca, Malaga, Menorca, Paphos, Prague (Winter 17/18), Reus, Rhodes, Salzburg (Winter 17/18), Tenerife, Turin (Winter 17/18). Two New York trips from Birmingham Airport in November.
The Jet2holidays trade team are celebrating their latest award, after our dedicated trade site was voted Best Travel Website by the Elite Travel Group Consortia.Smart searching - neat options such as selecting multiple airports, remembering departure airports, and our deal finder all make the site intuitive and in step with the needs of agents.A dedicated Jet2CityBreaks search function, helping agents to bring up specific searches for city breaks.Information that agents want - in depth destination guides, detailed information and reviews about hotels and resorts, dedicated product pages with information on all the different brands we work with, as well as a live online chat facility to support agents. This type of information is based on what agents have told us they need.Our unique partnership approach - the site provides agents with access to Jet2holidays branded, agency branded, or unbranded print and email quotes as well as print posters. This is our partnership approach in action, where we work with agents and support them to help them grow their business.
The site, trade.jet2holidays.com, was developed with the feedback of agents so it not only helps drive sales so that agents can grow their business, but it also acts as a valuable search and educational tool, providing a wealth of information on Jet2holidays hotels and products.
Some of the features that helped the site scoop the award include:
Smart searching - neat options such as selecting multiple airports, remembering departure airports, and our deal finder all make the site intuitive and in step with the needs of agents.
A dedicated Jet2CityBreaks search function, helping agents to bring up specific searches for city breaks.
Information that agents want - in depth destination guides, detailed information and reviews about hotels and resorts, dedicated product pages with information on all the different brands we work with, as well as a live online chat facility to support agents. This type of information is based on what agents have told us they need.
Our unique partnership approach - the site provides agents with access to Jet2holidays branded, agency branded, or unbranded print and email quotes as well as print posters. This is our partnership approach in action, where we work with agents and support them to help them grow their business.
Alan Cross, Head of Trade at Jet2holidays said: "This is an award we are very proud of, because it is based on the views and experiences of agents who are using the Jet2holidaystrade site day in day out. They rely on the site to help them drive sales so this accolade is a ringing endorsement of how well it works. We have a product and an offer that we are very proud of and we are supporting that with the best trade site on the market."
We have good news for customers who want to make the most of their last day on holiday, as we are expanding our exclusive Resort Flight Check In Service to include more destinations and hotels this summer. This follows phenomenal levels of take up and satisfaction with the service after we launched it in selected hotels last year.
The free service allows Jet2holidays customers to securely check in their bags at the hotel on their day of departure, leaving them luggage free for the rest of the day and at the airport. The only UK holiday operator to offer the service, we launched Resort Flight Check In across 60 hotels in Benidorm, Majorca and Tenerife last summer.
In response to huge popularity, we are now making the service available to customers in more than 150 hotels across a number of additional destinations this summer. As well as introducing it to more hotels in Benidorm, Majorca and Tenerife, customers heading to Lanzarote, Cyprus and the Costa Blanca will also be able to take advantage of the service. Thanks to this expansion, we estimate that up to 25% of all Jet2holidays customers will be able to use the service this year.
The Resort Flight Check In process is simple. Jet2holidays' friendly reps greet customers at their hotel on the day of their return flight and check their baggage in on the spot. Our special ground operations team then transport the bags securely to the aircraft, carrying out all standard security checks. This allows customers to enjoy their last day on holiday without the worry of having to look after their luggage, and it improves their experience at the airport as they can head straight through to security.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "We have been inundated by customers contacting us to say thank you for introducing our exclusive and free Resort Flight Check In service, and we have taken the decision to expand it to more hotels and destinations so that more Jet2holidays customers can experience its benefits. Allowing customers to check their bags in at the hotel means that they can extend their valuable holiday time, as they are luggage-free and can breeze through the airport later on. As the only UK holiday operator offering this free service, we are very proud to be making every second of our customers' holidays count."
In the lead up to our first flights from Birmingham Airport on 30th March, our Branding Team have been busy putting the finishing touches to decorating our new West Midlands home in our famous colours.
As our friendly Red Team prepare to welcome thousands of customers on Jet2.com and Jet2holidays trips this summer, we officially unveiled our Birmingham Airport branding this week - and as usual, we've made sure our customers won't be able to miss us.
The new Jet2.com and Jet2holidays customer service desk inside Birmingham Airport has been created using modern velvety soft red glass, featuring a gentle glow of red mood lighting and a welcoming curved service area. It's open now, so if you're at the airport, pop by and chat to our friendly team, pick up a brochure and let us help you plan your next getaway. You can also bag yourself a bargain by picking up one of our Rain Cheques, offering you £60 off your next package holiday from Birmingham.
Steve Adamson, Marketing Manager at Jet2.com & Jet2holidays said: "Our proud branding shouts loud about our friendly low fares and great value package holidays. Whether we're in an airport, a holiday resort or a hotel - we're constantly on the look out for great spaces to use to let everyone know where we are. Our new spot inside Birmingham Airport is a bright and cheery addition to the check-in area and really puts us in the spotlight ahead of our first flights this spring. Our customers and colleagues will love it!"
Our low fare flights and great value package holidays take off at Birmingham from 30 March 2017. Book your next trip today!
As part of our ongoing commitment to developing the customer experience and our operations at East Midlands Airport, we have today announced further investment and job creation at the base.
We have taken all ramp-handling services in-house, meaning that 100 new fixed term and permanent jobs are now available to fill for Ramp Agent, Baggage Loader and Dispatch positions for Summer 2017. Working as part of the Ground Operations Team, successful candidates will be responsible for ensuring that flights depart safely and on time, whilst providing a VIP service to all of our customers.
The announcement means that we are better positioned than ever to deliver a great end-to-end experience for our flight-only and Jet2holidays customers. It comes on the back of a successful recruitment drive last year when we filled 80 positions to support our growth.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "We have continued to grow since starting operations from East Midlands Airport in 2009, with this summer representing our biggest ever flights and holidays programme. To support this and to provide Jet2.com and Jet2holidays customers with the best possible experience, we are investing significantly into our operation ahead of the summer season. This will enable us to build on our award-winning service and deliver an even better end-to-end customer experience for our customers at East Midlands Airport."
A major study has recognised Jet2.com and Jet2holidays as one of the best businesses in the UK for customer satisfaction.Removing card fees for all bookings paid with a credit card, debit card or AMEX.The benchmark UK Customer Satisfaction Index (UKCSI), which is produced annually by the Institute of Customer Service, has named us 20th out of almost 250 companies - making us the highest ranked airline and holiday company for customer service.
No other airline makes the top 50, and only one other tour operator is ranked in the top 50, coming 47th.Jet2.com and Jet2holidays is given a customer satisfaction score of 83%, which represents the percentage of customers who said everything was right first time when they last contacted us. The average across all UK organisations is 77.8% with transport companies averaging 74.7% and the tourism industry averaging 80.2%.
Jet2.com and Jet2holidays' score is an improvement of 2.8% on last year, meaning we have jumped a remarkable 41 places up the list in just one year. It also makes us one of the most improved performers in the study, and one of just 14 organisations in the top 50 to have increased its score by at least two percentage points.
As well as standing out for getting it right for customers first time, we are also given a low 'customer effort' score, the measure of how much effort customers need to expend in dealing with organisations. This comes on the back of our continued investment in customer service and on delivering our family friendly formula over the past year. This includes:
Improving and growing our UK based call centre, which has industry-leading response times.
Doubling the number of overseas representatives to over 500.
Implementing a free 24/7 emergency helpline 365 days a year.
Hiring more customer helpers & check in staff at airports.
Investing significantly in our website and trade team meaning that we offer easy, fast to book flights and holidays.
Removing card fees for all bookings paid for with a credit card, debit card and AMEX.
This formula has resulted in a number of accolades and award wins, including being voted the UK's Top Airline by users of TripAdvisor, Skytrax and Which?, with Jet2.com the only UK airline to be given prestigious 'Recommended Provider' status by Which?
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "Our total and unrelenting focus is on giving our customers the best experience possible, so we are absolutely delighted to be recognised by this major study for having such standout customer satisfaction. We invest heavily in customer service, so it is no coincidence that we continue to bring in new customers and retain existing customers, whilst winning multiple awards at the same time. Of course, all of this cannot be done without the commitment and dedication of everyone at Jet2.com and Jet2holidays as it takes a great team to deliver great customer service."
The UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction, which has been run by the Institute of Customer Service since 2008 and is based on the responses of over 10,000 customers. It covers over 30 metrics of customer experience, including staff professionalism, quality and efficiency, ease of doing business, problem solving, complaint handling and attitudes towards trust and reputation. The measures in the UKCSI reflect the priorities customers have identified as the most important attributes of customer experience, and also include measures of customer effort and Net Promoter Score (NPS).