Jet2holidays and Hays Travel make top 10 highest-rated firms for customer satisfaction

Jet2holidays and Hays Travel have helped the UK’s tourism sector to reach third spot in a UK-wide customer service league table.

 

According to the latest UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Service (ICS), tourism has an overall score of 80.9, just behind non-food retail (81) and banks and building societies (82).

 

First issued in 2008, the UKCSI is an independent benchmark of customer satisfaction on a consistent set of measures across 13 sectors.

 

Tour operator Jet2holidays is ranked fourth in the country (85.7) while Hays Travel is seventh (84.9).

 

The highest ranked organisation is Nationwide (87.3), followed by John Lewis (87.1) and First Direct (86).

 

Jet2 is in equal 14th place (83.8) while British Airways Holidays is 18th (83.4).

 

Virgin Atlantic is in equal 44th spot (81.8) with easyJet holidays in equal 49th (81.8).

 

More: Hays Travel among top four highest-rated firms for customer satisfaction, study finds

 

The ICS noted in its report: “Virgin and Jet2 are the highest rated organisations in the transport sector and both are airlines.”

 

The report also highlights the value of customer service, showing how organisations with higher-than-average satisfaction in their sector outperform those below the average. Their profitability is 10 percentage points higher, while revenue growth is seven percentage points higher.

 

Steve Heapy, chief executive of Jet2, said: “The UKCSI provides fantastic insight into how our customers feel, so we are delighted to once again be delivering industry leading levels of customer service and to be recognised as the best airline and tour operator for customer satisfaction.

 

“Jet2 colleagues across the business work tirelessly to provide unrivalled customer service and this year’s report, as well as the high number of customers who continue to book with Jet2, is testimony to the hard work and enormous amount of effort our teams contribute.

 

“Every customer receives a VIP treatment when they travel with us, from the friendly welcome at check-in through to when they return home.”

 

Dame Irene Hays, owner and chair of Hays Travel, commented: “Our customers are at the very heart of our business, and we are delighted to be listed in the top 10 for satisfaction alongside so many household names.

 

“We pride ourselves on the friendly approach, backed by expertise and personal service, that our customers know they can trust. I’m very proud of all our people for everything they do to achieve this.

 

“As the Institute for Customer Service report shows, businesses must evolve to stay ahead of customer expectations, which is why we continue to invest in our people, customers and communities through training, technology, retail branch upgrades and charitable support.”

 

Jo Causon, ICS chief executive, noted: “Customers continue to place a strong and growing emphasis on value – not just price, but quality, reliability, care, communication and reassurance: in other words, the overall service experience.

 

“We continue to see compelling evidence across sectors that organisations who consistently achieve superior levels of customer satisfaction also achieve strong financial results – even in the most challenging of economic times.

 

“In a highly competitive sector, being ranked in the top 10 of the July 2026 UK Customer Satisfaction Index demonstrates Hays Travel’s continued commitment to putting customers at the heart of the business.”

 

The UKCSI score is derived from 25 measures, based on factors such as experience, complaint handling, customer ethos, emotional connection and ethics.

 

It is based on an online survey of more than 15,000 consumers and comprises 59,500 responses.