Hays Travel has ranked third in the latest Customer Satisfaction Index (UKCSI) for UK companies.
The company placed just behind First Direct and John Lewis in the January 2026 Index, which is published twice a year by The Institute of Customer Service.
The Index shows that the overall customer satisfaction score is 78.2 out of 100, with the tourism sector reaching its highest-ever overall score of 81.3.
It is the first time Hays Travel has appeared in the list of 272 companies, with a score of 86.2.
Jet2holidays ranked as fifth with a score of 85.8 – up from 16th place in 2025 – and Jet2.com came in joint 16th with a score of 83.9.
Virgin Holidays ranked at 26th with 83.4, Trivago 31st spot with 82.8, and BA Holidays in joint 41st with 82.2.
The Index is based on an online survey of more than 15,000 consumers, which looks at 25 metrics relating to customer interactions and experiences with companies, including employee professionalism, ease of dealing with an organisation, attitudes towards trust, product or service quality, reputation and complaint handling.
Hays Travel owner and Chair Dame Irene Hays said: “I’m very proud of all our people for their work to achieve this, making sure our customers are cared for is at the heart of our business success.
“We are delighted to achieve third place in our first appearance on the UK Customer Satisfaction Index. Hays Travel has a long-held reputation for providing exceptional service and we know how important the care, professionalism and expertise of our people is to our customers.”
Jet2.com and Jet2holidays CEO Steve Heapy said: “We are incredibly proud to be recognised once again by the Institute of Customer Service and to be leading the industry when it comes to delivering exceptional customer service.
“As an award-winning airline and tour operator, we know that there will be lots of people looking to jet away with us in 2026 and enjoy our fantastic customer service.
“We can assure everyone that our approach to delivering first-class customer service will remain at the heart of everything we do.
“It takes a dedicated team of brilliant colleagues to consistently meet these standards, so I would like to pay tribute to everyone at Jet2 for their tireless work ensuring that every customer feels like a VIP when they travel on their well-deserved holidays with us.”
