Article
Jet2holidays and Jet2.com ranked top airline and tour operator for customer service following major study
Published: Tue 08 Jul 2025 at 15:55
The latest UK Customer Satisfaction Index (UKCSI) has once again rated Jet2holidays and Jet2.com as the very best in their industries and amongst the top companies in the UK for delivering first class customer service.
The July 2025 UKCSI, published by The Institute of Customer Service, has ranked Jet2holidays 12th out of more than 250 major brands and organisations for customer service.
With a customer satisfaction score of 84.3, Jet2holidays was the only tour operator to feature in a list of the 20 most highly rated organisations for customer satisfaction, making them the ‘Best in Tourism.’ The UK’s largest tour operator received a much higher score than the average for the tourism sector which stands at 80.5.
Leading leisure airline Jet2.com was also highly rated, coming in at joint 19th in the list, after achieving a customer satisfaction score of 83.1. This score is significantly higher than the national ‘transport’ sector average of 73.9 and means Jet2.com was the highest ranked airline in the study and only airline in the top 50. Jet2.com is also the only company from the ‘transport’ sector to be ranked in the top 50.
Published twice a year by The Institute of Customer Service, the UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction. It is based on around 60,000 experiences that 15,000 customers have had with over 250 organisations across 13 sectors.
Over 25 different metrics are factored into the results, which are then summarised into five dimensions of customer service, with Jet2holidays ranking particularly highly in the Emotional Connection dimension. The measures in the UKCSI reflect the priorities customers have identified as the most important attributes of customer experience and include measures of customer effort and Net Promoter Score (NPS).
Steve Heapy, CEO of Jet2.com and Jet2holidays, said: “The UKCSI 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. This summer we are operating our biggest ever flights and holidays programme, and we cannot wait to take customers on a much-needed holiday and to showcase why we lead the way when it comes to customer service.”
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.”
