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Topping the list of travel firms once again for refunds according to survey respondents

23rd December 2020 • 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 (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 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 ranked as the number one airline with a score of +75%. The full results of the survey can be viewed here:  

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 (MSE) survey, 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, 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, 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 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.” 

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