Leading on outstanding customer service

Jet2.com and Jet2holidays have once again been recognised as amongst the very best companies in the UK for delivering first-class customer service, according to a major study.

The latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, has named Jet2holidays joint 20th out of more than 250 companies - making us the highest ranked tour operator for customer service. Jet2.com comes joint 45th in the list - the highest ranked airline in the study.

No other package tour operator or airline even makes the top 50, with all major brands and organisations featuring in the study.

Jet2holidays is given a customer satisfaction score of 82.5, above the national average of 77.7. Over 30 different considerations - such as staff professionalism, quality and efficiency, and complaint handling - are factored into the results.

Jet2.com has a customer satisfaction score of 81.2, meaning it is only airline to make the top 50 yet again.

The ranking follows what has already been an award-winning start to 2019 for us, after four successful wins at the prestigious Travel Weekly Globe Awards.

For further information on the UK Customer Satisfaction Index (UKCSI), visit https://instituteofcustomerservice-5154161.hs-sites.com/ukcsi-jan-2019

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First Vegan meal introduced on In-Flight menu
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With more people choosing to remove animal products from their diet, we have introduced the warming and hearty Penne Arrabbiata pasta dish, which is now available to buy on board and just in time for Veganuary.

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Jet2.com and Jet2holidays takes fleet size to 100
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Jet2.com and Jet2holidays marked a major milestone this week when we took formal delivery of the last of 34 brand new Next Generation 737-800 aircraft from Boeing - taking the number of aircraft in our fleet to 100.

The aircraft, which seats 189 passengers, was handed over to us at a ceremony at Boeing's Seattle Delivery Centre in the United States. The aircraft has now been flown to the UK, where it will be fitted with special finishing touches, including bespoke seating, before coming into operation in the next few weeks.

Six lucky winners joined us for the celebrations, after winning our social media competition. Tyler and Declan Adams from Bishop Auckland, Gareth Brown and Amy Anderson from Edinburgh, and Max Jones and Nicholas Heyes from Cheshire, were chosen from more than 2,000 entries after submitting a video entry explaining why they deserved to win a place on a once-in-lifetime four-night trip to Seattle.

This newest aircraft is the final one of 34 Boeing 737-800NG aircraft which have joined our fleet since September 2016. The aircraft have an approximate list price of $3.3 billion, however the company has negotiated significant discounts from this price. This fleet enables the company to continue its growth, meaning we can fly more package holiday and flight-only customers to sunshine, ski, and city destinations across Europe, the Canary Islands and the Mediterranean.

As well as Jet2.com being the UK's third largest airline, Jet2holidays is now the second largest tour operator in the UK. The company's flight-only product was enjoyed by 5.37 million passengers in the last financial year (year ended 31 March 2018), a growth of 48% year-on-year, whilst demand for ATOL protected package holidays continues to grow, as Jet2holidays took 2.5 million customers on real package holidays, an increase of 45% year-on-year. In total, the company flew 10.38 million flight-only and package holiday passengers (one-way) in the last financial year (year ended 31 March 2018), and this combined leisure travel business increased revenues by 42% to £2,223.2m.

Our growth is set to continue, with over 12 million seats and three new destinations (Chania in Crete, Bourgas in Bulgaria, and Izmir in Turkey) on sale for Summer 19 from across our nine UK bases - a capacity increase of 15%.

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Triumph at prestigious Globe Awards
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Jet2.com and Jet2holidays enjoyed a triumphant night at the Travel Weekly Globe Awards, picking up fouraccolades and voted for by travel agents and the travel industry.

Jet2holidays, the UK's second largest tour operator, won the award for Best Short Haul Operator for the third year running at the prestigious awards, held at Grosvenor House in London on Thursday evening.

The travel industry also recognised Jet2holidays partnership approach to working with independent travel agents by voting Jet2holidays as Best Trade Sales Team. The award celebrates Jet2holidays 18-strong trade team and their dedicated approach to working with independent travel agents to help them grow their businesses successfully.

Jet2.com also added to its vast award collection and was voted Best Short Haul Airline by UK travel agents for an incredible seventh time in eight years, beating a number of other well-known airlines to the coveted prize.

Rounding off an extremely successful evening, Jet2.com and Jet2holidays CEO Steve Heapy was awarded the prestigious Outstanding Achievement Award.

The Travel Weekly Globe Awards, now in their 42nd year, are seen as one of the industry's leading awards ceremonies, recognising the outstanding and inspirational in travel.

Philip Meeson, Executive Chairman, said: "The Globe Awards are a key event in the travel industry calendar and we are over the moon to have scooped four prestigious prizes. 2018 is a tough act to follow for Jet2.com and Jet2holidays in terms of winning industry accolades and awards so to pick up four awards at the Globes is a fantastic way to kick off 2019. Year after year Jet2.com and Jet2holidays colleagues go above and beyond to make sure our agents and customers have a VIP experience and these awards show our continuing hard work on providing the very best product and service is working. This is tremendous recognition from the travel industry and customers, alike and we would like to thank everyone who voted."

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Ranked top for customer service
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Jet2.com and Jet2holidays have once again been named as one of the top brands in the country for delivering excellent customer service.

We were ranked 29 out of a total of 315 brands in 2018 for delivering excellent customer service in the 2018 UK Customer Experience Excellence Analysis, published by KPMG Nunwood.

The research by KPMG Nunwood was collected via an online survey where over 10,000 UK customers were interviewed. To participate in the research and to be able to respond to questions on a specific company, respondents must have interacted with that company in the last six months.

Read the full report nunwood.com/media/2336/2018-uk-customer-experience-excellence-analysis.pdf.

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Santa's First Flight This Christmas…With Jet2.com
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We made dreams come true this weekend as 150 well-deserving children were treated to our magical Jet2.com Santa Flight, complete with elves, celebrities, presents and of course a special visit from the main man himself.

The leading leisure airline teamed up with Lytham St Anne's charity, Days of Sunshine and the Leeds Children's Charity to take children from West Yorkshire and the North West on our magical Search for Santa flight.

Arriving into a festive wonderland at Leeds Bradford Airport on Sunday morning, the children were greeted by Jet2.com elves and Santa's Sleigh even made a special stop-off ahead of the flight's departure.

Ashley Taylor-Dawson and Anthony Quinlan from the Jet2holidays TV Allstars were also there to meet the children and were in fine tune as Christmas songs rang out across the departure lounge.

The children then boarded our special Jet2.com flight and headed for the skies on their hunt for Santa. With the festivities well under way it wasn't long before our captain announced that Father Christmas had arrived to join them.

There were cheers of delight as Santa made his way down the aisle to greet everyone. The children eagerly got to point out their homes to Santa from the sky in preparation for his visit on Christmas Eve and tell him what they would like for Christmas. They also got to pose for pictures with Santa for memorable keepsakes.

After enjoying his flight with us itwas time for Father Christmas to make his way back to the North Pole and the children fondly waved farewell.

Once the aircraft was back on the ground the children were treated to a special tea party back at Leeds Bradford Airport and were delighted to each receive a special present Santa had left for them.

Phil Ward, Managing Director of Jet2.com, said: "We wanted to make Christmas extra special this year for these well-deserving children and what better way to do that than with our Santa Flight.

It was a magical day from start to finish, and we are so proud to have put so many smiles on so many faces. I would like to thank everyone involved in making this day one we will all remember for years to come."

David Lee, founder of Days of Sunshine, said: "A lot of Christmas wishes have come true today, and seeing so many happy faces is just magical. Without Jet2.com this wouldn't have been possible so I would like to say a big thank you to everyone who has given these children a trip they will never ever forget."

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'Bosses Of The Booking Process' award winners
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Jet2holidays has scooped another prestigious award to add to our ever-growing collection after winning the Bosses Of The Booking Process at this year's Travolution Awards 2018.

Once again, we were recognised for our high-quality customer service and the way we meet the exact needs of our customers when it comes to booking a holiday with ease.

The award, voted for by customers, shows Jet2holidays is leading the way when it comes to booking great value package holidays and shows our continued commitment to delivering a VIP customer service.

It follows a number of other accolades and award wins and we would like to say thank you to everyone who voted.

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Free Resort Flight Check-in Service Expanded
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Our market leading Free Resort Flight Check-in Service enjoyed another summer of sky-high popularity with customers this year, so we are expanding it to a further four new destinations.

We are launching the smart service in Faro (Algarve), Madeira, Costa de Almeria and Girona (Costa Brava) in time for Summer 19, meaning customers in well over 300 hotels across 13 destinations will be able to benefit from using it.

The expansion means we now run the service in four destinations on the Spanish mainland as well as both of our destinations in Portugal(Faro and Funchal). The service already features in all of our destinations across the Canary Islands and in Cyprus. The free service allows customers to 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.

Customers simply drop their bags off securely with our specialist Free Resort Flight Check-in Team at the hotel, and the bags are then safely transported to the airport by the team and stowed onto the aircraft. This gives our customers extra time to enjoy themselves at the hotel on the last day of their holiday without lugging suitcases around. Plus, customers can sail straight through to security at the airport.

Steve Heapy, CEO of Jet2.com and Jet2holidays said: "Jet2holidays customers love the simplicity and ease of our market leading Free Resort Flight Check-in service, and are continually telling us what a difference this smart, secure service makes to their overall holiday experience. The popularity of the service means we are delighted to be expanding it yet again, meaning customers in 13 destinations can now extend their valuable holiday time, be luggage-free, and breeze through the airport before their flight home."

As a result of this latest expansion, Free Resort Flight Check-inis now featured in Costa Blanca, Costa del Sol, Costa de Almeria, Costa Brava (Girona), Majorca, Tenerife, Gran Canaria, Lanzarote, Fuerteventura, Faro (Algarve), Madeira, and Cyprus (Larnaca & Paphos).

To find a hotel that features the service or for further information, please visit: www.jet2holidays.com/resort-flight-check-in

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Winning Big at the SPAA Awards
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The Scottish travel industry awarded Jet2.com and Jet2holidays with a double triumph at last night's Annual Scottish Passenger Agents' Association Travel Awards (SPAA), the biggest event in the Scottish travel industry calendar.

Jet2.com was named Holiday Airline of the Year for the eighth consecutive year, and Jet2holidays took home the Short Haul Tour Operator of the Year title for the fifth year in a row.

The two awards come in recognition of our friendly low fares and package holidays you can trust from the travel industry in Scotland, and come on the back of another successful summer from both Glasgow and Edinburgh Airports.

Alan Cross, Head of Trade at Jet2holidays, who was on stage to accept the awards said: "We have enjoyed another fantastic year at both of our Scottish bases, and the popularity of our leisure flights and package holidays means we are looking forward to much more success. Our award-winning teams work tirelessly to make sure that customers and independent travel agents in Scotland are provided with best in class service and these two prestigious awards recognise that our hard work really is succeeding."

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Celebrating 10 Years Since Our 1st New York Flight
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Customers on this morning's Leeds Bradford to New York flight were treated to a US-style cheerleading display from the Leeds Beckett Carnegie cheerleading team at check-in, and were also given American goodies including Hershey's chocolates before departing to the Big Apple.

Today's flight marks ten years since Jet2.com's first service to New York, when our inaugural flight to the Big Apple took off from Leeds Bradford Airport in 2008.

Back then, we operated fourflights to New York whereas this Winter we are operating 28 New York trips covering Half Term, Thanksgiving, Christmas and New Year's Eve from six UK bases. Since the launch of flights and trips, their enormous popularity has resulted in sell-out trips and full aircraft.

Steve Heapy, CEO of Jet2.com and Jet2CityBreaks said: "We started operating New York flights 10 years ago, and their popularity has never been anything short of exceptional, especially since we started operating dedicated trips with Jet2CityBreaks. We couldn't let this milestone pass without celebrating in true Jet2.com and Jet2CityBreaks style, so we made sure our customers took off to the Big Apple feeling even more excited thanks to this fantastic send off."

For further information or to book visit www.jet2.com or www.jet2citybreaks.com

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Trio of Trophies at NI Travel & Tourism Awards
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Jet2.com and Jet2holidays enjoyed a tremendous treble at the 27th annual Northern Ireland Travel and Tourism Awards, as the travel industry recognised our successful operation at Belfast International Airport.

Jet2holidays collected the awards for Best Tour Operator to Europe and Best Travel Industry Internet Booking System, and Jet2.com won Best Airline to Europe.

This recognition comes on the back of our biggest ever programme from Belfast International Airport this summer when we operated more flights and holidays than ever before. This growth is set to continue into Summer 19 when we have more than 450,000 seats on sale to 24 destinations. including a brand new destination in Bourgas (Bulgaria).

Alan Cross, Head of Trade at Jet2holidays said: "We are very proud to receive such recognition from the Northern Ireland travel industry, and I would like to say thank you to everyone who voted for us. Our partnership approach to working with independent travel agents keeps going from strength to strength in Northern Ireland, as does our flights and holidays programme. With a huge Summer 19 programme on sale, our team is busy supporting agents to help them sell more award-winning package holidays so that they can successfully grow their businesses."

If you are an independent travel agent and want to find out more about our award-winning service, visit our dedicated trade site: trade.jet2holidays.com.

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Double Award Success
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We are extremely proud to report that Jet2.com and Jet2holidays have won another two prestigious awards, based on the votes of those working in the travel industry. the votes of those working in the travel industry.

At the Selling Travel Agents Choice Awards, Jet2holidays wonBest Tour Operator to Europe and North Africa for the second consecutive year, and Jet2.com won Best Airline to Europe and North Africa.

Held since 2004, the Selling Travel Agents Choice Awards are nominated and voted for by UK travel retailers as well as the readers of Selling Travel.

Thank you to everyone who voted for us, and if you are an independent travel agent and want to find out more about our award-winning service, visit our dedicated trade site: trade.jet2holidays.com.

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Leisure Sales Team of the Year
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Our trade team enjoyed fantastic industry recognition at the Advantage Travel Partnership's third Big Celebration Lunch, when they were voted Leisure Sales Team of the Year.

This is the second year running that we have won this prestigious award, which is voted for by members of the Advantage Travel Partnership consortium as well as peers in the travel industry. It demonstrates the continued success of our partnership approach to working with independent travel agents

The awards were hosted by TV star Mark Durden-Smith and were attended by more than 250 delegates at the Hilton London Bankside.

Craig Davidson - General Manager of Trade Sales at Jet2holidays said: "We are delighted to have been voted Leisure Sales Team of the Year by members of the Advantage Travel Partnership. Accolades like this show that our commitment to building successful partnerships is working, and we would like to thank everyone who voted for us. We work tirelessly to support agents with everything from marketing support right through to running bespoke training courses, and this makes such endorsement all the more rewarding."

If you are an independent travel agent and are interested in finding out about how you could benefit from our partnership approach, please visit our dedicated trade site:trade.jet2holidays.com

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Leading the Way for Customer Experience
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Another major study has shown that, once again, Jet2.com is leading the way for delivering a great customer experience.

The report by C Space shows that Jet2.com is the 5th best company for delivering a great customer experience. The study is based on almost 6,000 UK consumers who shared their opinions on more than 1,000 companies.

The study asked customers to rate the companies against 21 emotional cues, including 'They notice and appreciate my loyalty', 'They Understand My Needs' and 'They Make Customer Experience the Number One Job'.

Against these criteria, Jet2.com is not only the top airline, but is one of the very best companies out there and that is because of our friendly low fares, friendly flight times, and commitment to delivering a VIP customer experience.

The study mirrors the findings of the UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, which earlier this year named Jet2.com and Jet2holidays as amongst the 25 best companies in the UK, and as industry leaders.

To read more about this latest report, please visit here:cspace.com/report/customerexperienced/

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Latest Jet2.com and Jet2holidays Factsheet
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Jet2.com & Jet2holidays are the UK's third-largest airline and second-largest tour operator respectively.

Read all about our scale, strength, and growth above.

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