Jet2holidays has cemented its position as a customer service champion, ranking joint 4th in the UK Customer Satisfaction Index (UKCSI) and outshining its travel industry peers.
Jet2holidays’ commitment to customer service has paid off, with a score of 84.4%, only a marginal 0.1% drop from last year. The tour operator excelled in four out of five dimensions of customer service, including experience, customer ethos, emotional connection, and ethics.
“The number of tourism companies in the top 50 organisations has fallen from 10 in July 2023 to five in the July 2024 UKCSI. In the tourism sector as a whole, 19 out of the 23 organisations have lower satisfaction than a year ago – eight have dropped by at least two points,” the report noted.
While the tourism sector faced challenges, Jet2holidays stood out, with its sister airline (link unavailable) also improving its customer satisfaction score. Other travel companies, such as (link unavailable), Premier Inn, Holiday Inn, and Marriott, trailed behind.
The UKCSI report highlighted that customers prioritize excellent service, even if it comes at a higher cost, particularly in the tourism, leisure, and automotive sectors. Almost a third of customers (31%) prefer excellent service across all sectors.
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The report’s findings are based on nearly 60,000 responses from over 15,000 customers, with 282 firms receiving a UKCSI rating. Jet2holidays’ dedication to customer service has earned it a spot among the top 10 UK organisations, alongside renowned brands like Waitrose, John Lewis, and Nationwide.
