Best in the Industry for Customer Satisfaction


Posted in Awards

July 06, 2018 at 13:20

A benchmark study of customer satisfaction in the UK has once again recognised and Jet2holidays for delivering high quality customer service, putting us amongst the very best companies and well ahead of the rest of the industry.

The latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, has named Jet2holidays 20th out of 250 companies – making us the highest ranked tour operator for customer service. comes 25th in the list – the highest ranked airline.

In fact, no other package tour operator or airline makes the top 50.

Jet2holidays is given a customer satisfaction score of 83.0 and has a customer satisfaction score of 82.5, both way above the national average of 77.9.

The measures in the UKCSI reflect the things that customers have identified as the most important elements of customer experience, with over 30 different considerations – such as staff professionalism, quality and efficiency, and complaint handling – factored into the results. The results are based on a survey of over 10,000 consumers.

Steve Heapy, CEO of and Jet2holidays said: “Yet again, no other airline or tour operator comes close to and Jet2holidays when it comes to delivering customer service and satisfaction. The fact we that we keep outperforming other tour operators and airlines in this way is no accident; it is because our philosophy is all about giving customers a best in class service so that they keep coming back to enjoy their VIP experience with us. We work very hard to deliver this award-winning service, and so we are very proud to be recognised by the Institute of Customer Service once again.”

This latest success comes on the back of our continued investment into delivering a VIP customer service. Examples of this include:

  • Investing in, and growing, our UK based call centre.
  • Doubling the number of overseas representatives.
  • Expanding our Free Resort Flight Check-In service to nine destinations, allowing more customers to securely check-in their bags at their hotel on the last day of their holiday.
  • Offering a free 24/7 emergency helpline 365 days a year for customers.
  • Hiring more customer helpers & check-in staff at airports.
  • Investing significantly in our website and trade team meaning we offer easy, fast to book flights and holidays.

This formula has resulted in a number of accolades and award wins for and Jet2holidays, including being recognised as Which? Travel Brand of the Year 2018. has also been awarded Best Airline UK and Best Low-Cost Airline Europe for two consecutive years in the TripAdvisor Travellers’ Choice awards for airlines. In the recent 2018 TripAdvisor Travellers’ Choice awards, the airline was also awarded Best Economy Class Europe and was recognised as one of the ‘Top 10 Airlines in the World’, coming 7th in the prestigious list.

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