We have good news for customers who want to make the most of their last day on holiday, as we are expanding our exclusive Resort Flight Check In Service to include more destinations and hotels this summer. This follows phenomenal levels of take up and satisfaction with the service after we launched it in selected hotels last year.
The free service allows Jet2holidays customers to securely check in their bags at the hotel on their day of departure, leaving them luggage free for the rest of the day and at the airport. The only UK holiday operator to offer the service, we launched Resort Flight Check In across 60 hotels in Benidorm, Majorca and Tenerife last summer.
In response to huge popularity, we are now making the service available to customers in more than 150 hotels across a number of additional destinations this summer. As well as introducing it to more hotels in Benidorm, Majorca and Tenerife, customers heading to Lanzarote, Cyprus and the Costa Blanca will also be able to take advantage of the service. Thanks to this expansion, we estimate that up to 25% of all Jet2holidays customers will be able to use the service this year.
The Resort Flight Check In process is simple. Jet2holidays' friendly reps greet customers at their hotel on the day of their return flight and check their baggage in on the spot. Our special ground operations team then transport the bags securely to the aircraft, carrying out all standard security checks. This allows customers to enjoy their last day on holiday without the worry of having to look after their luggage, and it improves their experience at the airport as they can head straight through to security.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "We have been inundated by customers contacting us to say thank you for introducing our exclusive and free Resort Flight Check In service, and we have taken the decision to expand it to more hotels and destinations so that more Jet2holidays customers can experience its benefits. Allowing customers to check their bags in at the hotel means that they can extend their valuable holiday time, as they are luggage-free and can breeze through the airport later on. As the only UK holiday operator offering this free service, we are very proud to be making every second of our customers' holidays count."
In the lead up to our first flights from Birmingham Airport on 30th March, our Branding Team have been busy putting the finishing touches to decorating our new West Midlands home in our famous colours.
As our friendly Red Team prepare to welcome thousands of customers on Jet2.com and Jet2holidays trips this summer, we officially unveiled our Birmingham Airport branding this week - and as usual, we've made sure our customers won't be able to miss us.
The new Jet2.com and Jet2holidays customer service desk inside Birmingham Airport has been created using modern velvety soft red glass, featuring a gentle glow of red mood lighting and a welcoming curved service area. It's open now, so if you're at the airport, pop by and chat to our friendly team, pick up a brochure and let us help you plan your next getaway. You can also bag yourself a bargain by picking up one of our Rain Cheques, offering you £60 off your next package holiday from Birmingham.
Steve Adamson, Marketing Manager at Jet2.com & Jet2holidays said: "Our proud branding shouts loud about our friendly low fares and great value package holidays. Whether we're in an airport, a holiday resort or a hotel - we're constantly on the look out for great spaces to use to let everyone know where we are. Our new spot inside Birmingham Airport is a bright and cheery addition to the check-in area and really puts us in the spotlight ahead of our first flights this spring. Our customers and colleagues will love it!"
Our low fare flights and great value package holidays take off at Birmingham from 30 March 2017. Book your next trip today!
As part of our ongoing commitment to developing the customer experience and our operations at East Midlands Airport, we have today announced further investment and job creation at the base.
We have taken all ramp-handling services in-house, meaning that 100 new fixed term and permanent jobs are now available to fill for Ramp Agent, Baggage Loader and Dispatch positions for Summer 2017. Working as part of the Ground Operations Team, successful candidates will be responsible for ensuring that flights depart safely and on time, whilst providing a VIP service to all of our customers.
The announcement means that we are better positioned than ever to deliver a great end-to-end experience for our flight-only and Jet2holidays customers. It comes on the back of a successful recruitment drive last year when we filled 80 positions to support our growth.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "We have continued to grow since starting operations from East Midlands Airport in 2009, with this summer representing our biggest ever flights and holidays programme. To support this and to provide Jet2.com and Jet2holidays customers with the best possible experience, we are investing significantly into our operation ahead of the summer season. This will enable us to build on our award-winning service and deliver an even better end-to-end customer experience for our customers at East Midlands Airport."
With our biggest ever summer season drawing closer and closer, this week we officially unveiled our new customer service desk at East Midlands Airport.
Located in Arrivals, the new desk in Baggage Reclaim shows how we are present at every step of the customer journey - even the last bit! If customers need us here, then our Red Team are always Happy to Help.
To make the desk look great, our Branding Team jumped at the chance to give the new Arrivals desk a Jet2.com and Jet2holidays makeover. Our big and loud branding totally dominates the hall - so our customers know immediately where to find us if they need anything. Plus, our striking branding gives a great lasting impression for the 4.5 million other people using the airport each year.
A group of young Engineers from The Spirit of Goole Project visited our Maintenance Hangar at Leeds Bradford Airport recently, to help them gain inspiration ahead of their Fastest Aircraft Build by Teenagers world record attempt.
The Spirit of Goole Project is a charity that provides engineering projects to young people in and around Goole, and later this year they will attempt to construct a Sherwood Scout Biplane (pictured) from start to flight in just 72 hours.
To help the group get a better understanding of the task in hand, the Jet2.com Hangar Maintenance Team took them for a behind the scenes look around one of our Boeing 737-800NG aircraft at the Hangar.
Senior First Officer, Dave Bradbrook and Marcus Mountcastle, Hangar Supervisor, showed the students around the aircraft, with many of them leaving with ambitions to return to Jet2.com for a career in a few years' time!
We wish them the best of luck with their attempt, and we hope that the visit to our Hangar helped!
A major study has recognised Jet2.com and Jet2holidays as one of the best businesses in the UK for customer satisfaction.Removing card fees for all bookings paid with a credit card, debit card or AMEX.The benchmark UK Customer Satisfaction Index (UKCSI), which is produced annually by the Institute of Customer Service, has named us 20th out of almost 250 companies - making us the highest ranked airline and holiday company for customer service.
No other airline makes the top 50, and only one other tour operator is ranked in the top 50, coming 47th.Jet2.com and Jet2holidays is given a customer satisfaction score of 83%, which represents the percentage of customers who said everything was right first time when they last contacted us. The average across all UK organisations is 77.8% with transport companies averaging 74.7% and the tourism industry averaging 80.2%.
Jet2.com and Jet2holidays' score is an improvement of 2.8% on last year, meaning we have jumped a remarkable 41 places up the list in just one year. It also makes us one of the most improved performers in the study, and one of just 14 organisations in the top 50 to have increased its score by at least two percentage points.
As well as standing out for getting it right for customers first time, we are also given a low 'customer effort' score, the measure of how much effort customers need to expend in dealing with organisations. This comes on the back of our continued investment in customer service and on delivering our family friendly formula over the past year. This includes:
Improving and growing our UK based call centre, which has industry-leading response times.
Doubling the number of overseas representatives to over 500.
Implementing a free 24/7 emergency helpline 365 days a year.
Hiring more customer helpers & check in staff at airports.
Investing significantly in our website and trade team meaning that we offer easy, fast to book flights and holidays.
Removing card fees for all bookings paid for with a credit card, debit card and AMEX.
This formula has resulted in a number of accolades and award wins, including being voted the UK's Top Airline by users of TripAdvisor, Skytrax and Which?, with Jet2.com the only UK airline to be given prestigious 'Recommended Provider' status by Which?
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "Our total and unrelenting focus is on giving our customers the best experience possible, so we are absolutely delighted to be recognised by this major study for having such standout customer satisfaction. We invest heavily in customer service, so it is no coincidence that we continue to bring in new customers and retain existing customers, whilst winning multiple awards at the same time. Of course, all of this cannot be done without the commitment and dedication of everyone at Jet2.com and Jet2holidays as it takes a great team to deliver great customer service."
The UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction, which has been run by the Institute of Customer Service since 2008 and is based on the responses of over 10,000 customers. It covers over 30 metrics of customer experience, including staff professionalism, quality and efficiency, ease of doing business, problem solving, complaint handling and attitudes towards trust and reputation. The measures in the UKCSI reflect the priorities customers have identified as the most important attributes of customer experience, and also include measures of customer effort and Net Promoter Score (NPS).
We are delighted to welcome the latest wave of Pilot Apprentices to the company.
The nine new starters will spend the next 12 months learning all about Jet2.com and Jet2holidays, starting with Cabin Crew training so that they can find out everything about one of the most fundamental areas of our business - providing our customers with the family friendly service which we are renowned for. In total we will take on almost 40 Pilot Apprentices this year and they will all go through this training.
Once their 12 month training programme is complete, they will have an in-depth understanding into various areas of our business. At this point the Pilot Apprentices can then commence a programme of flight training before being given their wings and certificates, just like this successful group pictured recently at our Training Centre in Bradford.
Phil Ward, Managing Director of Jet2.com said: "We are delighted to welcome the latest wave of pilot apprentices to our growing Jet2.com team. They have been through a competitive process to make it onto the programme and we are looking forward to watching them develop their skills and knowledge as they grow with us."
Jet2.com has been named as one of the most punctual airlines in the world, according to the industry's leading benchmark of on time performance by travel intelligence company OAG.
On the back of a number of accolades recently, including being voted the UK's Top Airline by TripAdvisor and Which?, we have now been ranked number four low cost carrier in the world by on time performance (OTP) for 2016, with an average performance of 82.64%.
This performance means that Jet2.com has climbed from 5th place last year and 7th place in 2014. It also means that Jet2.com now ranks in the top 20 of all airlines worldwide for the first time.
OAG's Punctuality League 2016 is regarded as the industry's benchmark for measuring on-time performance for airlines and airports. The benchmark report is based on approximately 54 million flight records, using full-year data from 2016, and measures airports, mainline carriers, low-cost carriers and regional carriers.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "We are delighted to be recognised as one of the most punctual airlines in the world. Alongside our fantastic customer service and friendly flight times, we know that punctuality is one of the most important things to our customers. As we continue to develop and grow, the size of our operation becomes more complex, and it's testament to the brilliant work of the entire Jet2.com team that we continue to deliver such excellent levels of punctuality to get millions of customers in the air on time."
Jet2.com and Jet2holidays are delighted to announce 7 new IT roles as part of a major recruitment drive at our busy home base in Leeds.
Having always been at the cutting edge of technology, we're eager to recruit passionate, forward-thinking, inventive candidates who can help to keep us firmly at the forefront of the industry.
Being a fast-paced, dynamic business, this is a fantastic opportunity to bring your appetite for innovation and show off your creative flair with a company who are as excited about technology as you are, not to mention the chance to work on one of the biggest e-commerce platforms in the north.
Since our humble beginnings with our first flight to Amsterdam in 2003, we've grown rapidly over the years and more than 30 million customers have flown with us from our nine UK bases, with over six million travelling in the last year.
Our achievements lie in providing our customers with great choice, fantastic value and unrivalled customer service, and our IT systems play an integral role in delivering these elements.
Technology underpins all the successes we've had here at Jet2.com HQ and we've regularly been recognised for our award-winning work, claiming 'Best Internet Booking System' at the Northern Ireland Travel and Tourism Awards in 2015.
Our innovative IT team are responsible for introducing our Mobile Apps, Mobile Site, Desktop eCommerce platform, which handles more than £1.2b of revenue, and our BI Solutions which provide real-time insights across the entire business, and are consistently working on a variety of exciting and challenging projects.
Our IT Business Systems provide the internal IT application development to Jet2.com and Jet2holidays and while the team is just over nine years old, within that time it has grown to 120 people and is continually going from strength to strength.
The wealth of new roles at our home commercial office in the bustling city centre of Leeds marks a fantastic opportunity for tech enthusiasts to join a thriving, forward-thinking business where you'll get to work with industry leading technology and let your passion shine in a rewarding career.
The teams work using an Agile methodology (SCRUM) to deliver ecommerce platforms and a Business Intelligence platform and we're looking for talented people to join us in the following roles:
BI Developer (TABLEAU)
Junior Applications Developer
Senior Applications Developer
We're on the hunt for people hungry for responsibility that are able to combine their interest in technology with excellent communication skills, as we are a very customer-orientated business.
But that's enough from us - why not hear from some of our current team members instead?
Here's what Senior Developer, Calum, had to say about his role: "Working for Jet2.com has allowed me to develop my existing skills and learn new ones by working with experts in their field and being sent out on numerous courses and development conferences. They also provided the resources for me to take the exams, ensuring I have the required knowledge and skills to work with the latest technologies, developing robust scalable solutions."
"The people I work with in IT have a mutual respect for each other, which promotes a constructive environment and makes Jet2.com a great place to work."
Jonathan, our IT Systems Manager, has been with Jet2.com since 2010 and loves the challenges and diversity of his role: "I immediately relished the opportunity to work on such a large system in a friendly team of highly skilled and talented developers. I enjoy the fresh challenges that come from keeping an extremely busy site performing well and I find the complexities of integrating with external parties, such as airport systems, really stimulating.
"Over the years I've found managers to be very supportive and this has helped progress my career from the Developer role through to Senior Developer and Team Lead positions, right up to my current role as IT Systems Manager. I'm currently managing and overseeing several teams and projects covering all areas of the systems, each one working in an energetic, positive and agile way."
Jet2.com is the only UK airline to be recognised as a Which? 'Recommended Provider', following our success in this year's Which? Travel Airlines Survey.
Thanks to our impressive overall customer score in the survey, we beat competitors including Easyjet, Monarch, Thomson Airways, Thomas Cook Airlines and Ryanair - as well as a number of national carriers including British Airways, Lufthansa and KLM - to claim number 5 spot in the annual ranking, up from 10th position last year.
Completed by over 7,500 Which? members in October 2016, the survey asked those flying from a UK airport about their travel experiences on a number of short haul airlines. Customer scores were then compiled using 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 our industry-leading position on scrapping credit charges a year ago singled out for praise. This week, Jet2.com and Jet2holidaystook that commitment one step further and ditched fees for all flight and holiday bookings paid for with a credit card, debit card or AMEX.
This friendly low fares formula, alongside excellent customer service, boarding, and seat comfort scores make Jet2.com one of just four airlines - and the only one based in the UK - in the study to be awarded Which? 'Recommended Provider' status.
Steve Heapy, CEO of Jet2.com and Jet2holidays, said: "This is a fantastic accolade to receive, and is something that we are all very proud of. What makes recognition like this so important is the fact that it is based on the real-life experiences of paying customers, who we are always striving to deliver the best value and customer service for. Being the only UK airline to be awarded Which? Recommended Provider status is testament to the fact that this hard work and dedication is paying off, and that the fantastic customer benefits such as our generous 22kg baggage allowance, friendly flight times, 0% credit fees, and comfortable seating really is working."
This is the latest in a number of accolades for Jet2.com in 2016. Earlier this year, we were voted the UK's Top Airline by users of Trip Advisor, and the UK's Most Loved Airline by users of Skytrax.
The full Which? ranking of short-haul airlines can be found below (airlines with an asterisk received Which? Recommended Provider status):
1: Turkish Airlines*
2: Aurigny Air Services*
3: Scandinavian Airlines *
4: Icelandair *
5: Jet2.com *
10: Aer Lingus
11: British Airways
13: Air Malta
16: Monarch Airlines
17: Whizz Air
18: Thomson Airways
19: TAP Portugal
20: Thomas Cook Airlines
23: Vueling Airlines
Yet more recognition for our partnership approach!
Our trade team (pictured at our recent VIP trade conference in Cyprus) are on the awards trail yet again. This time they have been named 'Business Partner of the Year 2016' by the Independent Travel Experts (ITE), at their annual Business Partner Day.
ITE is a homeworking organisation, with over 60 homeworkers selling package holidays and flights. This latest award win was in recognition of the support that we offer these homeworkers all year round, alongside the continued dedication that we put into helping them grow sales.
Agents who want to know more about how to build successful partnerships like this can call the trade support team for further information on 0800 408 5587, or visit the dedicated trade website trade.jet2holidays.com
Ahead of flights and holidays launching from London Stansted Airport in Spring 2017, we are pleased to announce a major recruitment drive for positions on our Cabin Crew team today.
There are 100 Cabin Crew positions available at London Stansted, so we are looking for enthusiastic, customer-focused colleagues to join our growing team.
Aspiring Cabin Crew members should be passionate about customer service and delivering the family friendly ethos which Jet2.com and Jet2holidays is renowned for. Working onboard our brand new Boeing 737-800NG aircraft, cabin crew are responsible for a range of duties including safety, serving refreshments, meeting in-flight sales targets and delivering a truly VIP service to our customers.
Micki Miles, Head of Cabin Services at Jet2.com, said: "There is no better time to join a company that is going places in every sense of the word. In recent weeks we have won a plethora of awards for our family friendly ethos and first class customer service, and we're on the lookout for more brilliant people to join our successful, growing team at London Stansted Airport."
Speaking of the exciting roles, current Cabin Crew member Clair Lasikiewicz said: "I've been with Jet2.com and Jet2holidaysfor 10 years, and every day is just as interesting as the last. The combination of travel and meeting new people makes it an incredibly exciting and enjoyable job. Taking people on holiday is very rewarding, and whether it's the start or the end of their holiday, there is nothing better than watching a customer leave our aircraft with a smile on their face."
Flying to 21 destinations in Summer 2017 and 12 destinations in Winter 2017/18, the first flights from London Stansted Airport will take off on Thursday 30th March 2017 to Alicante, Faro, Majorca and Lanzarote.
We are delighted to announce the opening of our brand new hangar at Manchester Airport, which will play a crucial role in supporting our operations.
The hangar covers an incredible 6,000 square metres of floor space, allowing our Engineering and Maintenance teams to work on up to three aircraft at the same time!
After purchasing the hangar earlier this year we have prepared the hangar workspace, adjoining workshops and office areas so that they are equipped with everything our Engineering and Maintenance teams need. We have also converted an existing upstairs office complex into an open plan Contact Centre and Hot Desk space, along with an Engineering Training class room.
Finally, our Branding Team has been into the hangar to add special finishing touches which transform the hangar into a truly magnificent space, by adding our Jet2.com and Jet2holidaysbranding. You can see the scale and impact of this branding in the picture.
This is an incredible new facility which will play a significant role in supporting our operation, and ensuring the continued growth and success of Jet2.com and Jet2holidays.