Jet2holidays ranked highest tourism company for customer service

Tour operator Jet2holidays has ranked as the highest tourism company for customer service in the UK.

It was the sixth highest overall in the latest Customer Satisfaction Index (UKCSI) with the same score (84.2) as retailer Costco.

They came in behind retailer Ocado, in top spot with a score of 85.7, according to the index of more than 200 brands, published by the Institute of Customer Service. First direct, Nationwide and Tesco Mobile were second, third and fourth.

Sister airline brand, Jet2.com, was in 11th spot, with 83.5, just ahead of Hoseasons in 12th place (83.3). The airline was named ‘Best in Transport’ and only airline in the top 50.

Hotels.com was in 20th place (82.2), Haven Holidays in 24th (81.5) and three were equal 28th: Booking.com, Holiday Inn and Premier Inn (81.3). Expedia was 33rd with 81.1 and P&O Cruises was 47th, with 80.4.

Overall, the tourism sector scored 79.6, down from 80.9 in January 2023.

Looking the rankings for the most improved organisations over the past year, P&O Ferries came top, with a score of 76.3, up from 70.5 last year. Haven Holidays was second, up from 76.3 to 81.5.

The index is based on the experiences and relationships that more than 10,000 customers have had with more 200 organisations in 13 types of sectors.

It measures more than 25 metrics, such as employee professionalism, product/service quality, ease of dealing with an organisation, ethical behaviour, and complaint handling.

Steve Heapy, chief executive of Jet2.com and Jet2holidays, said: “We are incredibly proud to be recognised once again by the Institute of Customer Service as the leading airline and tour operator when it comes to delivering fantastic customer service.

“With so many people looking to get away on their holidays this year and take advantage of our award-winning customer service, we can assure everyone we will be continuing the same approach that has enabled us to achieve this prestigious accolade.

“To consistently meet these standards, it takes a dedicated team of brilliant colleagues who work tirelessly to ensure we deliver our industry-leading customer service.

“This acknowledgment is testament to their hard work and dedication that goes into ensuring every customer feels like a VIP when they travel on their flights and holidays with us.”

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