Leading the industry for customer satisfaction again

Posted in Announcements

January 24, 2018 at 15:11

A major study by The Institute of Customer Service has yet again recognised and Jet2holidays as amongst the very best companies in the UK for delivering high quality customer service.

The latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, has named Jet2holidays joint 9th out of more than 250 companies – making the package holiday specialist the highest ranked tour operator for customer service. comes 29th in the list – the highest ranked airline in the study.

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

Jet2holidays is given a customer satisfaction score of 84.2, above the national average of 78.1. Over 30 different considerations – such as staff professionalism, quality and efficiency, and complaint handling – are factored into the results. has a customer satisfaction score of 82.6, meaning it is only airline to make the top 50.

The results repeat our success in the 2017 UKCSI, when we were again the highest ranked airline and tour operator. They come on the back of our continued investment into customer service and delivering our family friendly formula. Examples include:

  • Investing in, and growing, our UK based call centre, which has industry-leading response times.
  • Doubling the number of overseas representatives.
  • Growing our Free Resort Flight Check-In service which allows 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 other accolades and award wins, such as being voted the UK’s Best Airline by TripAdvisor, receiving the prestigious ‘Recommended Provider’ status from Which? for two consecutive years, and scooping four awards at this month’s Travel Weekly Globe Awards.

Steve Heapy, CEO of and Jet2holidays said: “This major study by the Institute of Customer Service shows yet again that and Jet2holidays is way ahead of other tour operators and airlines when it comes to delivering customer satisfaction and trust. We invest heavily into delivering the very best service for our customers, so it is incredibly rewarding to see this recognised. It comes on the back of a number of other awards and accolades, which can only be achieved through a tremendous amount of hard work by the brilliant team we have here at and Jet2holidays.”

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).

For further information, visit