Leading the industry for customer satisfaction

Posted in Announcements

July 12, 2017 at 14:31

A major study has recognised and Jet2holidays as amongst the very best companies in the UK for customer satisfaction.

The benchmark UK Customer Satisfaction Index (UKCSI), produced bi-annually by the Institute of Customer Service, has named Jet2holidays 4th out of almost 250 companies – making us the highest ranked tour operator for customer service. comes 29th in the list – the highest ranked airline.

No other package tour operator or airline even makes the top 50, with all the major brands and organisations featuring in the study.

Jet2holidays is given a customer satisfaction score of 84.8%, which represents the percentage of customers who said everything was right first time when they last contacted us. has a customer satisfaction score of 82.4%, an improvement of 0.3% from January 2017. Not only is the only airline to make the top 50, but it is one of just three companies in the ‘transport’ sector to make the top 50.

The average customer satisfaction score across all UK organisations is 78.2% with the tourism industry averaging 80.7%.

Our success comes on the back of continued investment into customer service and delivering our family friendly formula. Examples of this include:

  • Investing in, and growing, our UK based call centre, which has industry-leading response times.
  • Doubling the number of overseas representatives to 500.
  • Growing our free and exclusive Resort Flight Check-In service which allows customers to securely check-in their bags at their hotel on the last day of their holiday.
  • Being the only tour operator 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.
  • Removing card fees for all bookings paid for with a credit card, debit card or AMEX.

This formula has resulted in a number of accolades and award wins, such as being voted the UK’s Top Airline by users of TripAdvisor, Skytrax and Which?, with the only UK airline to be given prestigious ‘Recommended Provider’ status by Which?

Steve Heapy, CEO of and Jet2holidays said: “Customer satisfaction and trust is absolutely critical in an industry like ours, which is why we continue to invest in delivering the very best customer service. This accolade shows that our strategy is succeeding and really cements our position as the industry-leader when it comes to delivering customer service. We are very proud of this achievement, which comes on the back of numerous other award wins, and I would like to pay tribute to everyone at and Jet2holidays who works so tirelessly to look after our customers.”

The UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction, which has been run by the Institute of Customer Service since 2008 and is based on the responses of over 10,000 customers. It covers over 30 metrics of customer experience, including staff professionalism, quality and efficiency, ease of doing business, problem solving, complaint handling and attitudes towards trust and reputation. The measures in the UKCSI reflect the priorities customers have identified as the most important attributes of customer experience, and also include measures of customer effort and Net Promoter Score (NPS).