Jet2.com
23rd December 2020
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Posted in Announcements
We have once again been ranked as
the best travel firms for providing refunds on the back of the
Covid-19 pandemic, according to the latest travel refund
cancellation survey of more than 40,000 people by MoneySavingExpert.com (MSE).

The survey, which is the third this year looking at
refunds for those unable to travel due to coronavirus by
MSE, was conducted between 19th November and 4th December.
It asked customers who have had bookings cancelled by firms
whether they have received a full refund or not and
found that overall, 51% had not received their money back.
However, 89% of the 1,722 customers who have dealt with Jet2.com and 89% of
the 1,454 customers who have dealt with Jet2holidays stated
that they received a full refund, making us the top
travel firms who had paid out the highest proportion of full
refunds of all 64 companies in the list.
As well as this, we received a positive
score from respondents in regards, to the refund
experience for customers. The survey asked people how they
felt about their 'refund experience', by asking them to rate it as 'great',
'OK' or 'poor', and whether they actually received one. Each
company was ranked by taking the percentage of those who had a
‘great’ experience with the company and subtracting the percentage who had a
‘poor’ experience to give an overall ‘net experience score’.
The results of the survey show that Jet2holidays had a score
of +76% making us the number one tour operator for
refunds, while Jet2.com ranked as the number
one airline with a score of +75%. The full results of the
survey can be viewed here: https://www.moneysavingexpert.com/news/2020/12/travel-survey-december1/
Recently, we have confirmed
that we have refunded over £1bn to customers affected by
programme changes since March, as a result of the Covid-19 pandemic.
As a result of this customer-first
strategy, we have been praised throughout the pandemic
by customers, consumer organisations and independent travel agents
for how we have looked after those who have
been affected by any programme changes. Whether processing
swift refunds or helping save customers’ holidays by offering flexible rebook
options, we have experienced positive feedback
for our approach.
As well as ranking as the number one and
two travel firms for providing refunds once again in
the latest MoneySavingExpert.com (MSE) survey, Jet2.com was also recognised
as the only UK airline to promptly provide refunds without significant
backlogs, following a review by the UK Civil Aviation Authority (CAA).
In addition to refunding customers promptly, we have
taken a number of steps to look after customers throughout the
pandemic. This includes responding swiftly to demand when travel corridors
allow, as well as continuing to deliver a VIP customer service so that
customers can enjoy a happy and healthy holiday when they do travel.
This VIP customer service includes friendly flight
times, a generous 22kg baggage allowance and 10kg free cabin
baggage through a flight-only booking with Jet2.com,
which saw us win five accolades at the 2020 TripAdvisor
Travellers’ Choice® Awards for Airlines. Customers also
experience that same VIP customer service with in-resort
Customer Helpers, transfers, free child places and ATOL
protection through, Jet2holidays.
Furthermore, Jet2.com and Jet2holidays launched
flights and holidays from Bristol Airport, our tenth UK base
recently. The launch demonstrates our confidence and
underlines our long-term strategy to become the
UK’s Leading and Best Leisure Travel business.
Steve Heapy, CEO of Jet2.com and Jet2holidays, said:
“We are delighted to have received such positive feedback in this
survey, which is based on the experiences of thousands of paying
customers. Our number one priority is to look after our customers and this
will not change for anything, including the pandemic, and the feedback we
continue to receive shows we have done the right thing throughout. We are
proud to have looked after our customers during the difficult times and we know
that customers will remember these actions not only now but in the future.”