Jet2 has received an Institute of Customer Service Award for Best Customer Experience, beating fellow travel company finalist Cosmos.
It won the award together with marketing data, insight and consultancy company Kantar, which helped Jet2 implement its customer experience strategy.
Jet2 said it was singled out by judges in the UK Customer Satisfaction Awards for its ‘obsession’ with customer service.
It was also praised, it said, for ‘how it has developed and implemented a dedicated customer experience strategy, which has resulted in company-wide engagement with colleagues as well as industry-leading emotional engagement from customers’.
“This strategy, which has been developed with Kantar, means Jet2 continues to deliver on its successful growth strategy by retaining existing customers and winning new ones, while receiving industry-leading customer satisfaction scores,” it added.
Jet2 said this strategy had helped drive growth, such as the launch of flights and holidays from Gatwick later this month.
“To be recognised as the UK’s best company for delivering an outstanding customer experience is an accolade I am incredibly proud of,” said CEO Steve Heapy.
“This award is a reflection of our obsession with looking after our customers when they travel with us, and I would like to pay tribute to our colleagues for the way they create memories every single day.
“Customers work hard and save hard for their holidays, so when they choose us and travel with us, we put everything into making sure they feel like a VIP.”
Image shows, from left: David Wall (Kantar), Mike Connor (Jet2), Caitlin Hindle (Jet2), Hugh Hackney (Kantar) and Chris Robinson (Kantar).
