Our customers
Our Customers continue to seek an operator they can trust who also offers them great value for money. Engagement with our Customers to improve their holiday choice, experience and enjoyment gives us the greatest opportunity to retain and attract new customers – the key to continuing profitable growth!
In response to consumer demand for ‘bucket list’ style holidays, we have expanded our experiential 'Discover More' Jet2CityBreaks® and our Jet2holidays product, offering access to natural wonders, unique culture and astonishing sights.
Our Retail Operations Centre, the first of its kind in the UK aviation industry, is setting new standards for Customer First service, efficiency and security. The facility distributes millions of in-flight retail products including drinks and ambient food that can either be pre-ordered or which feature in our in-flight menu, as well as products that can be bought from the onboard shop, such as fragrances, beauty products, gifts and duty-free.
Key outcomes during the year
- Our proactive approach to the disruption caused by the NATs system failure, Rhodes wildfires and Skiathos flooding included the lease of an additional ACMI aircraft together with utilisation of existing standby aircraft, the provision of generous amounts of in-resort customer helpers and responsive ‘go teams’. Our Contact Centre responded to approximately 100,000 calls and 44,000 messages for all three events.
- In March 2024 we proudly saw our first flight take off from our 11th UK base at Liverpool John Lennon Airport. We were also delighted to announce the launch of our 12th UK base at Bournemouth Airport for Summer 2025, expanding our geographical reach across the South of the country.
- We independently ‘self-handle’ at seven of our eleven UK bases and our Colleagues control and manage passenger check-in at all but one of our UK bases. This ensures a seamless and efficient experience for customers and eliminates reliance on third parties for these crucial aspects of our operations.
- Jet2.com and Jet2holidayshave been awarded Travel Brand of the Year 2024 by Which? for the third consecutive year. This recognition acknowledges our dedication to prioritising our Customers' satisfaction.
- A selection of our other awards from some of the most trusted names in the industry are shown at www.jet2plc.com/our-awards
Our suppliers
A stable supplier base with trusted partners is key in helping us provide our Customers with a fantastic holiday experience, whether that be hoteliers, aircraft manufacturers or our supportive financing partners.
We recognise the vital work our hotel partners contribute to our Customers’ holiday experience. Our CEO regularly spends time in resort building and developing relationships with Jet2holidays’ hotel partners, who number over 5,100. Such engagement enables us to discuss how we can better work together, and also allows us to reiterate the importance of quality and effective risk management by hoteliers, to maintain the highest standards of hygiene and safety for customers at all times.
We work with over 3,900 non-hotel suppliers, developing constructive and effective relationships which help maintain the successful delivery of our services.
Our annual supplier conference, held in December 2023, was attended by over 200 suppliers and provided a forum for discussion on how we can work together effectively to forge mutually beneficial long-term relationships. We also abide by our Supplier Code of Conduct which sets out the minimum standards, expectations and behaviours that we require from all our Suppliers, including by their own colleagues and supply chains.
Key outcomes during the year
- We have a constructive relationship with Airbus and took delivery of six new Airbus A321neo aircraft during the year in line with our agreed delivery schedule. We retain further purchase rights which could extend our firm orders up to a total of 146 aircraft over the next decade. Importantly these aircraft offer a 20% reduction in fuel and carbon emissions per seat as compared to current models.
- We were delighted to partner with Shell Aviation, Q8 Aviation and Cepsa Aviation to secure supply of SAF for use at Bristol, London Stansted and Malaga airports for Summer 2024. We very much regard our recent investments in SAF as our first steps on the journey towards a 15% SAF blended fuel mix in 2035, and effective partnerships with SAF suppliers in both the UK and Europe will be critical to achieving this aim.
- In October 2023, the Group successfully extended its sustainability-linked RCF by a further year through to 19 October 2027, on the same commercial terms with our four supportive relationship banks: Barclays Bank plc; HSBC UK Bank plc; Lloyds Bank plc; and National Westminster Bank plc.
- In November 2023, as part of a newly launched Appoint an Apprentice scheme, we announced we were making almost £500,000 of apprenticeship funds available via a levy transfer, to help our independent travel agent partners develop their teams.
