Jet2holidays and Jet2.com ranked in UK Customer Satisfaction Index
Jet2holidays and Jet2.com were ranked 12th, and joint 19th, respectively for customer service in the July 2025 UK Customer Satisfaction Index.
The index, published by The Institute of Customer Service, saw Jet2holidays appear as the only tour operator in the top 20 - with the company achieving a customer satisfaction score of 84.3.
This placed the company above the tourism sector average of 80.5.
Jet2.com's customer satisfaction score, meanwhile, was 83.1.
This made it the highest-ranked airline in the study, and the only airline to feature in the top 50.
It was also the only company from the transport sector to make the top 50, and it outperformed the national transport sector average of 73.9.
The UK Customer Satisfaction Index is published twice a year and is based on around 60,000 experiences that 15,000 customers have had with more than 250 organisations across 13 sectors.
It uses more than 25 different metrics to calculate customer satisfaction, which is grouped into five dimensions (one of which is 'Emotional Connection').
Steve Heapy, CEO of Jet2.com and Jet2holidays, said: "The UK Customer Satisfaction Index provides a definitive insight into how customers feel about different companies and how those companies treat their customers, so we are delighted to be recognised once again as the best airline and tour operator for customer satisfaction.
"Our teams put an enormous amount of investment and hard work into providing the best customer service in the industry, and that is reflected not only in this latest study, but also in the number of people who book with us time and time again.
"From a happy greeting at check-in through to our customer-friendly policy of providing 10kg of free hand luggage in addition to a free under-seat bag, we are obsessed with looking after our customers and making them feel like a VIP."
Jo Causon, CEO of The Institute of Customer Service, said: "Within a volatile operating environment, Jet2.com and Jet2holidays have shown remarkable resilience and consistency when it comes to their reputation with customers, topping their respective sectors in the UK Customer Satisfaction Index.
"This shows the value of long-term investment in service and the customer experience, which is essential to driving up satisfaction, bringing with it greater levels of trust, repeat business, and financial returns."
For further information on the study, visit www.instituteofcustomerservice.com/ukcsi
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