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We’re the top scoring UK airline in Which? refund satisfaction survey

Published: Fri 15 Jan 2021 at 12:09

Updated: Fri 15 Jan 2021 at 12:11

Announcements, Awards has ranked as the top scoring UK airline in a new airline refund satisfaction survey by Which?, seeing us receive the highest score for customer satisfaction.

Opting to focus on the issue of refunds rather than its annual airlines survey, the new Which? airline satisfaction survey asked people about their experience of getting their money back from the UK’s six major airlines after having a flight cancelled last year. Respondents were asked how satisfied they were with their refund offer, and how satisfied they were with the customer service received.

We topped the table, receiving the highest satisfaction score when respondents were asked to rate the customer service they received when applying for a refund.

Stating ‘even with the challenges of the pandemic, providing good customer service was not impossible’, Which? said that we processed refunds without quibble when requested by customers.

These survey findings come after the consumer champion recently confirmed that we will continue to be recognised with the prestigious Which? Recommended Provider status for Airlines, after a year dominated by the Covid-19 pandemic. was the only airline in the refund satisfaction survey to be given this prestigious title.

We have continued our customer-first strategy throughout the Coronavirus pandemic, winning praise from customers, consumer organisations, media, and independent travel agents for how we have looked after customers affected by programme changes.

Steve Heapy, CEO of and Jet2holidays, said: “Although the last 12 months have presented unprecedented challenges for our industry, our commitment to putting customers first has remained our top priority throughout.

“The results of the Which? refund satisfaction survey is just the latest example of how our efforts to look after customers during the pandemic continue to be recognised. We know that our approach to providing smooth and speedy refunds, has enabled us to build up a lot of loyalty. Throughout, we have respected that customers should receive their money back if we have not provided their flight or holiday. We know that customers will remember this approach, and the way we have looked after them will play an important part in our long-term strategy to continue to grow successfully and become the UK’s Leading and Best Leisure Travel business.”

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