Jet2.com and Jet2holidays Honored as Leaders in the UK’s Customer Satisfaction Index for 2025

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Jet2.com and Jet2holidays have once again proven their excellence in customer service, earning top positions in the latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service. This twice-yearly index celebrates the UK’s most customer-focused companies, and the January 2025 report highlights their exceptional achievements.

Jet2holidays: A Top Performer in Tourism

Ranked 14th overall among more than 200 organizations and brands, Jet2holidays emerged as the leading name in the Tourism sector. With an impressive score of 83.3, it outperformed the industry average of 79.6, standing as the only tour operator in the top 50 for customer satisfaction. This accolade further cements Jet2holidays’ reputation as the UK’s largest tour operator with a commitment to delivering outstanding customer experiences.

Jet2.com: The Highest-Ranked Airline

Jet2.com also secured a remarkable position, earning a customer satisfaction score of 82.0 and placing 19th on the list. As the highest-rated company in the Transport sector, Jet2.com outshone the sector’s average score of 72.2. Notably, it was the only airline to break into the prestigious top 50, a testament to its dedication to providing exceptional leisure travel experiences.

What Sets Them Apart?

The UKCSI, a comprehensive barometer of customer satisfaction, is informed by insights from over 15,000 UK customers evaluating more than 200 organizations across 13 sectors. It measures over 25 attributes of customer experience, including:

• Ethical behavior
• Ease of interaction
• Employee professionalism
• Trustworthiness
• Product and service quality
• Complaint handling
• Timeliness

These metrics reflect what customers value most, with additional focus on customer effort and Net Promoter Scores.

Commitment to Excellence

Jet2.com and Jet2holidays continue to set industry benchmarks, demonstrating that customer satisfaction is at the heart of their operations. Their ability to consistently surpass industry averages and remain leaders in their respective sectors reflects their strong commitment to professionalism, ethical conduct, and delivering exceptional service.

As customer expectations evolve, Jet2.com and Jet2holidays remain a beacon of excellence, inspiring others in the Tourism and Transport sectors to prioritize exceptional customer experiences.

Steve Heapy, CEO of Jet2.com and Jet2holidays, said: “We are immensely proud to have been recognised once again by the institute of Customer Service as the leading airline and tour operator for delivering exceptional customer service. With so many holidaymakers looking to get away this year, those travelling with Jet2.com and Jet2holidays can expect to receive our famous award-winning customer service that has seen us achieve these incredible scores in the report, as well as many other accolades. We have a team of excellent colleagues who are committed to ensuring we continue to be industry leaders when it comes to customer service and consistently meeting these high standards. This latest acknowledgement is testament to the hard work and dedication they put in to make sure that each and every holidaymaker travelling with us on our flights and package holidays receives VIP treatment.”