LEADING leisure airline, Jet2.com, which flies to 28 destinations direct from Belfast International Airport, has been recognised as a Which? ‘Recommended Provider’ for the second consecutive year by Which? in their annual Airlines Survey.
Thanks to another impressive overall customer score of 76% (up from 71% last year), the airline claimed number 2 spot ahead of a number of competitors including Easyjet, Thomson Airways, Thomas Cook Airlines and Ryanair in the annual short-haul ranking, up from 5th position last year and 10th the year before that.
Completed by almost 9,000 Which? members, the survey asked those flying from a UK airport about their travel experiences on a number of short haul airlines. An overall customer score was then compiled based on a number of factors including punctuality, boarding, cabin environment, customer service, food and drink, comfort and value for money.
The survey shows that Jet2.com scored well on all factors, with its punctuality and customer service yet again singled out for praise. In October this year, the airline was named the most punctual airline in the UK over the past 12 months by the world’s leading travel intelligence company OAG, meaning it was the only UK airline to be awarded a 5-star rating for On-Time Performance (OTP).
The airline has also received several accolades this year for its customer service, including Best Airline UK and Best Low-Cost Airline Europe in the inaugural TripAdvisor Travellers’ Choice awards for airlines. Jet2.com was also recognised as the best airline in the UK for customer satisfaction according to the UK Customer Satisfaction Index, which is produced annually by the Institute of Customer Service. Jet2.com came 29th in the list of almost 250 companies – the highest ranked airline in the study – andJet2holidays was voted into fourth place.
Jet2holidays also picked up awards for Best Tour Operator to Europe and Best Travel Industry Internet Booking System at the annual Northern Ireland Travel and Tourism Awards in October this year.
This success comes on the back of Jet2.com and Jet2holidays’ continued investment into customer service and delivering its family friendly formula. Examples include:
- Investing in, and growing, its UK based call centre, which has industry-leading response times.
- Hiring more customer helpers & check-in staff at airports.
- Doubling the number of overseas representatives to 500.
- Growing its free and exclusive Resort Flight Check-In service which allows customers to securely check-in their bags at their hotel on the last day of their holiday.
- Investing significantly in its website and trade team meaning it offers easy, fast to book flights and holidays.
- Removing card fees for all bookings paid for with a credit card, debit card or AMEX.
The Which? survey also shows that the airline’s fleet of brand new Boeing 737-800 aircraft are making a very positive impression on customers, with Jet2.com’s cabin environment receiving high marks. To date, the airline has taken delivery of 21 of 34 brand new aircraft since September 2016, with 14 being delivered this winter and the final aircraft to be delivered in January 2019. These new aircraft support the company’s continued growth, and use years of research to provide more comfort for passengers, including the 737 Boeing Sky Interior which includes sculpted sidewalls, a window design that draws passenger’s eyes to the windows, and a cabin design that offers more openness and extra leg room.
Steve Heapy, CEO of Jet2.com and Jet2holidays, said: “We have invested heavily into delivering the best experience for our customers, so to receive this accolade from Which?is something we are very proud of. Our customer score is not only consistently high, but it is also consistently improving, which demonstrates the continued effort that everyone at Jet2.com and Jet2holidays puts into delivering the very best value and customer service. Our fantastic customer benefits such as a generous 22kg baggage allowance, friendly flight times, 0% card fees and comfortable seating are really paying off and I’d like to pay tribute to all of our teams who work so hard to get this right time and time again for our customers.”