Jet2holidays tops travel sector for customer service

Jet2holidays has maintained its position among the top 10 UK organisations for customer service.

The tour operation was ranked in joint fourth place with Waitrose among the highest rated organisations in the July UK Customer Satisfaction Index (UKCSI) published by the Institute of Customer Service.

It was the only travel company to achieve a rating in the top 10 despite its score dropping a marginal 0.1% year-on-year to 84.4%.

Sister airline Jet2 was ranked in 14th place with a small rise in its customer satisfaction score.

The next nearest travel business was Booking.com and Premier Inn in joint 32nd place followed by Holiday Inn (41st) and Marriott (43rd).

But the report, published twice-yearly, said: “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.”      

Key cutting and show repair firm Timpson topped the table followed by building society Nationwide and department store John Lewis.

Jet2holidays was among companies recognised in four out the top five dimensions of customer service rated by the ICS – experience, customer ethos, emotional connection and ethics. 

Hotels.com was ranked highest for compliant handling together with P&O Ferries, Haven and Holidays Inn.

Organisations rated as the most improved over the past 12 months include P&O Ferries, lastminute.com, Tui Airways, Eurotunnel and British Airways. 

The ICS found that the tourism, leisure and automotive sectors were where customers are most likely to prefer excellent service, even if it costs more.

Almost a third of customers (31%) prefer excellent service, even at a higher cost, across all sectors. 

The 102-page report is based on almost 60,000 responses from more than 15,000 customers, with the transport sector attracting 7,500 responses.

A total of 282 firms received a UKCSI rating.

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