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Top airline and top tour operator for customer satisfaction

Published: Wed 06 Jul 2022 at 14:21

Announcements and Jet2holidays have once again been ranked respectively as the best airline and best tour operator for customer satisfaction, according to the latest bi-annual UK Customer Satisfaction Index (UKCSI).   

The July 2022 UK Customer Satisfaction Survey Index (UKCSI) published by The Institute of Customer Service, has ranked Jet2holidays joint 22nd out of more than 250 major brands and organisations for customer service.  

With a customer satisfaction score of 83.7, it means that the UK’s leading tour operator to many leisure destinations across Europe, the Mediterranean and Canary Islands, has improved its score by 0.2 points compared to July 2021. Not only is Jet2holidays the highest-rated tour operator, but it is also the second highest-ranked company in the ‘tourism’ sector, an industry which received an average customer satisfaction score of 80.7 

Leading leisure airline,, has also been highly rated coming in joint 34th after receiving a customer satisfaction score of 83.2, which is up 2.1 compared to July 2021. This score is considerably higher than the national transport average of 75.8 and makes the second highest-rated ‘transport’ company in the report, as well as the only airline to appear in the top 50.  

The UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction, which has been published by The Institute of Customer Service since 2008. It is based on the experiences and relationships that more than 10,000 customers have had with over 250 organisations in 13 different types of sectors.  

Over 25 different metrics, such as employee professionalism, product/service quality, ease of dealing with an organisation, complaint handling, reputation and trust are factored into the results to reveal the companies with the best customer service across the UK. The measures in the UKCSI reflect the priorities customers have identified as the most important attributes of customer experience, and also include measures of customer effort and Net Promoter Score (NPS). 

Steve Heapy, CEO of and Jet2holidays, said: “The UKCSI provides a definitive insight into how customers feel about different companies, so we are delighted to be recognised as the best airline and tour operator for customer satisfaction once again. Our teams put an enormous amount of investment and hard work into providing the best customer service in the industry and that is reflected in this latest study. During the pandemic we continued to build our strong reputation for looking after customers, thanks to the way that we provided speedy and smooth refunds. We have very much continued that customer-first approach as travel has reopened and demand has bounced back, and we continue to focus relentlessly on delivering our industry-leading standard of customer satisfaction.” 

For further information on the study, please visit: 

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