Jet2.com customer refunds top the £1bn mark

The Leeds-based airline and holiday firm has endured massive disruption as a result of the pandemic.

When flights were grounded in March some 500 staff members were redeployed from other areas of the business to contacting customers to discuss and process their options.

Jet2.com and Jet2holidays are ranked as the number one and two travel firms for providing refunds, according to a travel refund cancellation survey of more than 77,000 people by MoneySavingExpert.com (MSE). In addition, Jet2.com was 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, Jet2.com and Jet2holidays 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.

Furthermore, Jet2.com and Jet2holidays launched flights and holidays from Bristol Airport, its tenth UK base recently.

Steve Heapy, CEO of Jet2.com and Jet2holidays said: “Our guiding principle of putting customers first will not change for anything, including the pandemic, and the feedback we have received shows we have done the right thing throughout. The reason we lead the industry when it comes to refunds is because we respect that the money is the customers’ until we have provided their flight or holiday. If we are unable to provide customers with the service that they have paid for, then we will promptly refund their money because it is the right thing to do and it is how you run a responsible business.”

“We have now refunded more than £1bn to customers since March, and during that time we have also worked tirelessly to help customers rebook and save their well-deserved holidays too. With 2021 looking more positive and customer confidence responding to news of a vaccine, we are looking ahead with real confidence. We know that our product, our strength, and the way we have treated customers will go a long way when it comes to choosing who to book with.”