The latest UK Customer Satisfaction Index (UKCSI) has ranked Jet2holidays and Jet2.com as the best in their industries and amongst the top companies in the United Kingdom for their customer service.
Britain’s Leading Low-Cost Airline and Tour Operator
The British low-cost airline Jet2.com and its tour operator subsidiary, Jet2holidays, have both ranked highly in the UKCSI for another year running, with Jet2holidays ranking as the 12th highest brand out of 250 major UK-based brands for customer service. The UKCSI, carried out twice a year, is described as the “national barometer of customer satisfaction”, measuring each brand on a score out of 100 using feedback from 60,000 experiences of 15,000 customers with 250 organisations across 13 sectors. More than 25 metrics are combined to give a score on five “dimensions” of customer service, with Jet2holidays customers rating “Emotional Connection” particularly highly.
Jet2.com also ranked at joint 19th in the list, scoring nearly 10 more points than the average for the Transport sector and ranking the highest of any UK airline, being the only one in the top 50 companies in the survey.
Steve Heapey, CEO of both Jet2.com and Jet2holidays, expressed his pride at the companies’ high rankings:
“The UKCSI provides a definitive insight into how customers feel about different companies and how those companies treat their customers, so we are delighted to be recognised once again as the best airline and tour operator for customer satisfaction. Our teams put an enormous amount of investment and hard work into providing the best customer service in the industry and that is reflected not only in this latest study, but also in the number of people who book with us time and time again. From a happy greeting at check-in through to our customer-friendly policy of providing 10kg of free hand luggage in addition to a free under-seat bag, we are obsessed with looking after our customers and making them feel like a VIP. This summer we are operating our biggest ever flights and holidays programme, and we cannot wait to take customers on a much-needed holiday and to showcase why we lead the way when it comes to customer service.”
Jo Causon, CEO of The Institute of Customer Service, who publish the survey, said the following on Jet2.com and Jet2holidays’ high rankings:
“Within a volatile operating environment, Jet2.com and Jet2holidays have shown remarkable resilience and consistency when it comes to their reputation with customers, topping their respective sectors in the UK Customer Satisfaction Index. This shows the value of long-term investment in service and the customer experience, which is essential to driving up satisfaction, bringing with it greater levels of trust, repeat business, and financial returns.”
The airline prides itself on “Friendly Low Fares” and provides customer service at every stage of travel for its customers on package holidays.
About Jet2.com and Jet2holidays
Jet2.com is a low-cost, British-based airline headquartered at Leeds Bradford Airport (LBA). It was founded in 1978 and now flies to 80 destinations across Europe, the Middle East, and North Africa. It is the third largest UK airline behind Easyjet and British Airways. Its subsidiary, Jet2holidays, was founded in 2007 and is now the largest tour operator in the United Kingdom as of 2023, with its iconic TV advertisements featuring Jess Glynne’s “Hold My Hand” boasting cheap package holidays with benefits such as free child places and complimentary hold luggage allowances. The airline has bases at several other UK airports such as Luton Airport (LTN), Bristol Airport (BRS), and Manchester Airport (MAN), as well as bases in Alicante (ALC) and Palma de Mallorca (PMI).
Have you flown with Jet2 recently? If so, what was your experience like? Feel free to share in the comments.
