Jet2holidays Rates High for Customer Service in Travel

As one of the top 10 UK organisations for customer care, Jet2holidays has managed to retain its position.

According to the July UK Customer Satisfaction Index (UKCSI) published by the Institute of Customer Service, the tour operator was ranked fourth along with Waitrose among the top-rated companies.

It was the only travel agency to rank among the top 10, even though its score decreased to 84.4%, which is just 0.1% less than that of the previous year.

After a little improvement in its customer satisfaction rating, sister airline Jet2 was placed in 14th place.

Booking.com and Premier Inn tied for 32nd position, and Holiday Inn (41st) and Marriott     (43rd) were the next closest travel agencies.

However, the bi-yearly published report said, “The number of tourism companies in the top 50 organisations has fallen from 10 in July 2023 to 5 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.”  

Timpson, a British and Irish service retailer company, came in first, followed by department store John Lewis and building society Nationwide.

Among the businesses acknowledged in four of the top five customer service aspects as determined by the ICS are Jet2holidays: experience, customer ethos, emotional connection, and ethics.

In terms of compliant handling, Hotels.com came in first, followed by P&O Ferries, Haven, and Holiday Inn.

The companies that have improved the most in the previous 12 months are Tui Airways, British Airways, lastminute.com, and P&O Ferries.

The ICS discovered that consumers are more inclined to choose superior service, even at a higher cost, in the travel, leisure, and automotive industries.

In every industry, almost one-third of consumers (31%) said they would rather pay more for premium service.

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