Leading the way for customer satisfaction

Jet2.com and Jet2holidays have once again been recognised as industry leaders for delivering first-class customer service, says a major study.

The UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, has named Jet2holidays as the only tour operator in the 50 top companies when it comes to delivering customer satisfaction. The UK’s second largest tour operator was ranked 26th with a customer satisfaction score of 81.3.

The UK’s third largest airline, Jet2.com, was the highest ranked airline with a customer satisfaction score of 78.6. As well as once again outperforming other airlines, Jet2.com also topped the entire transport category for customer satisfaction.

The UKCSI is a national barometer of customer satisfaction, with 271 organisations receiving a rating based on the responses of over 10,000 customers. Over 25 different considerations – such as service quality, ease of dealing with an organisation, customer ethos and complaint handling – are factored into the results.

The average customer satisfaction score across the UK is 76.8, with Jet2.com and Jet2holidays both outperforming this despite a year dominated by the coronavirus pandemic with international travel largely suspended.

With the travel industry under the spotlight like never before, Jet2.com and Jet2holidays’ approach has resulted in praise from customers, consumer organisations, media and independent travel agents for their industry-leading and prompt refunding of over £1bn to customers whose travel plans have been affected by programme changes during the pandemic.

Steve Heapy, CEO of Jet2.com and Jet2holidays: “We are one year on from the suspension of international travel and a national lockdown coming into place for the first time, and despite everything our teams have been working tirelessly to do the right thing for our customers throughout. I am so proud and grateful to every single colleague for their efforts during the past year.

“With customer confidence increasing and sunnier skies ahead, we are definitely seeing the benefits of our approach. Customers want assurance like never before, and because of the way we have handled the past year they know that they will get that when they book a flight or holiday with us. This is something we are hearing the time from customers, both old and new, and as we get ready to start taking customers on their well-deserved holidays again, our customer-first approach has never been as important to us.”