Archive and Jet2holidays tops the list of travel firms for refunds according to survey responses

Posted in Announcements

July 24, 2020 at 11:17 and Jet2holidays have recently been ranked as the best travel firms for providing refunds on the back of the Covid-19 pandemic, according to a travel refund cancellation survey of more than 77,000 people by (MSE).

The survey asked customers who have had bookings cancelled by firms whether they have received a full refund or not and found that overall, less than a third (31%) had. However, 87% of the 3,033 customers who have dealt with and 87% of the 1,955 customers who have dealt with Jet2holidays stated that they received a refund, the highest percentage of all 66 travel firms in the list.

As well this, we received a positive score in regards to the refund experience for customers. The survey asked people how they felt about their 'refund experience', by asking them to rate it as 'great', 'OK' or 'poor', and whether they received one. Each company was ranked by taking the percentage of those who had a ‘great’ experience with the company and subtracting the percentage who had a ‘poor’ experience to give an overall ‘net experience score’.

The results of the survey show that Jet2holidays had a score of +79% (an increase of 25% since the last survey in May), ranking at number three, while ranked at number four with a score of +77% (an increase of 30%). The full results of this huge survey, while not a statistical random sample of the UK public, paints a strong picture of what has been going on in travel refunds and can be viewed here:

We have been repeatedly recognised by media, consumer organisations and customers for how we have looked after those who have been affected during the Coronavirus crisis, offering Refund Credit Notes, full refunds, or the option to rebook with no admin fee if their holiday is cancelled. These latest findings further demonstrate the success of our approach.

Whether it is VIP customer service, friendly flight times and a generous 22kg baggage allowance through a flight-only booking with, or that very same VIP customer service, in-resort Customer Helpers, transfers, thousands of free child places and ATOL protection with Jet2holidays, customers can also be assured that they are in the very best hands when they do travel with us.

Steve Heapy, CEO of and Jet2holidays, said: “We are delighted to have received such positive feedback in this survey, which is based on the experiences of thousands of paying customers. Our teams have been working tirelessly to look after customers, and this feedback is testament to our customer-first approach.”