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Jet2.com and Jet2holidays praised for response to Covid-19 pandemic

Jet2holidays

Posted in Awards, Announcements

May 18, 2020 at 11:19

Jet2.com and Jet2holidays have been recognised as the best airline and best tour operator in the UK for how we have been treating customers in response to the Covid-19 pandemic, says a major new investigative survey released today by MoneySavingExpert.com (MSE).

More than 27,000 travel customers responded to MSE’s ‘coronavirus travel survey’, which asked for their rating, feedback and experiences dealing with 81 airlines and travel firms due to problems arising from coronavirus. Companies were then ranked by subtracting the percentage who had a poor experience from those who had a great experience with the company.

The survey shows that Jet2holidays had a positive score of +54, the highest ranked tour operator in the list and the fourth highest company overall. Jet2.com was ranked as the best airline, with a score of +47 which put us fifth overall. The full table is below.

The travel restrictions caused by the Covid-19 pandemic have resulted in our fleet of aircraft having to be grounded. In response, we have continued to operate a fully staffed call centre, and even though our teams are subject to the same difficulties and restrictions as everyone else, we have been working tirelessly to proactively contact customers in departure date order to discuss their options.

This has already resulted in positive feedback from customers and from influential industry commentators, and today’s survey further demonstrates the success of our customer-first approach.

Steve Heapy, CEO of Jet2.com and Jet2holidays said: “We understand that these unprecedented events have had a huge impact on our customers, and we would like to thank them for their loyalty, understanding and patience. Our award-winning teams are working around the clock to help and look after customers, and this feedback from MSE is richly deserved for all that hard work. As well as looking after customers when times are good, it’s important to look after customers when times are difficult, and we are proud to be doing that. We know people remember things like this, and we cannot wait to be flying customers away on their well-deserved holidays again.”

Travel firms ranked from best to worst:

The table below ranks firms by net score (number of 'Great' votes minus the number of 'Poor' votes – MSE excluded the 'OK' votes as a neutral rank) and lists the number of responses for each.

\ Firm Responses Net score
1 Travel Counsellors 207 +91
2 Hays Travel 1,017 +70
3 Airbnb 924 +56
4 Jet2holidays 1,621 +54
5 Jet2.com 1,593 +47
6 British Airways Holidays 289 +45
7 Center Parcs 202 +42
8 Disney Holidays 147 +37
9 Trailfinders 233 +32
10 Haven 212 +30
11 Saga 151 +26
12 Hotels.com 441 +21
13 Booking.com 1,178 +18
14 Easyjet Holidays 163 +10
15 British Airways 1,809 +8
16 HomeAway 199 +8
17 American Airlines 123 +1
18 Ebookers 108 -11
19 Onthebeach 283 -18
20 Qatar Airways 112 -21
21 Travel Republic 266 -27
22 Easyjet 2,425 -28
23 Expedia 811 -28
24 P&O Cruises 603 -30
25 Eurotunnel 106 -35
26 Aer Lingus 193 -38
27 Norwegian 196 -42
28 Riviera 142 -45
29 Eurostar 239 -46
30 Wizz Air 158 -48
31 Emirates 450 -48
32 Lufthansa 142 -49
33 Brittany Ferries 253 -50
34 Virgin Atlantic 627 -51
35 Cottages.com 244 -54
36 First Choice 223 -60
37 Tui 3,252 -60
38 Vueling 119 -61
39 Hoseasons 451 -68
40 Love Holidays 677 -70
41 Virgin Holidays 775 -73
42 Air France 149 -76
43 Secret Escapes 299 -76
44 STA Travel 150 -77
45 Sykes Cottages 610 -79
46 KLM 596 -82
47 Ryanair 2,563 -82
48 Opodo 283 -86
49 Lastminute.com 550 -87
50 Holiday Extras 291 -92
51 Teletext Holidays 251 -94
52 TravelUp 593 -95
53 Travel Trolley 338 -95