The travel industry has been responding to the suspension of flights and holidays, not to mention the repatriation of thousands of customers, and Travel Mole found that agents have been full of praise for Jet2.com and Jet2holidays more than anyone for making their lives easier.
On the Travel Mole website (https://www.travelmole.com/news_feature.php?c=setreg®ion=2&m_id=Y!nns~Y!nm&w_id=37377&news_id=2042138) they wrote:
TravelMole has been told of dozens of suppliers who are doing a fantastic job dealing with the coronavirus crisis, but the company to have received the most praise is…Jet2.
One agent wrote on the Facebook page Travel Gossip in response to TravelMole’s campaign that Jet2 offered a ‘superb service’ .
As Jet2 is the second biggest holiday company in the UK, it’s perhaps not surprising that it has received the most feedback from travel agents, however, bigger isn’t always best and often the bigger the company the worse the customer service.
The Jet2.com and Jet2holidays team has been working around the clock to look after independent travel agents and customers.
For customers who were on holiday when travel restrictions and bans came into force, the company’s team of Customer Helpers assisted in every way they can, leading to positive feedback from happy customers who felt they were well-looked after and well-informed throughout.
The company also continued to operate its scheduled programme, with aircraft flying empty from the UK so that they could fill them and bring thousands of customers home. In addition to that, and despite the severe disruption and travel restrictions, Jet2.com put on more than 60 repatriation flights to bring an additional 10,000 customers home.
In view of the ongoing uncertainty, Jet2.com and Jet2holidays has taken the decision to recommence flights and holidays programme on June 17th, a decision which is being kept under constant review, in line with guidance from Governments and the relevant authorities. The company’s Trade Team, Social Media Team and Customer Contact teams have been working 24/7 to contact agents and customers to discuss their options.
Additionally, Jet2holidays’ award-winning Trade Team has demonstrated its ‘Partnership 2 Success’ motto in style by bringing in extra colleagues to help deal with trade enquiries, and implementing a number of trade friendly options including rebook vouchers and online amendment forms, making it easier for independent travel agency partners to amend holidays.
The company also donated thousands of snack boxes this week to Otley Action for Older People, Age UK’s Manchester Resource Centre and SPIN (Supporting People in Need) Manchester, a charitable organisation that feeds, shelters and supports both the homeless and people in need.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: “We would like to say a massive thank you to everyone – independent travel agents and customers alike – for their fantastic feedback during what has obviously been a difficult time. Whether it has been posts on social media, letters to our teams, or phone calls, we have been overwhelmed by the lovely feedback.”
“Such feedback would not be possible without our brilliant and hardworking colleagues who have been working around the clock to do the right thing. Their commitment, dedication and passion in difficult and fast-moving circumstances has been truly inspiring, and I’d like to pay tribute to the best team in the industry. This customer-first approach is one of the many reasons why we have built such a strong and successful business.”
“People remember these actions. Although these have been difficult times for everyone, the sun will come out again. When it does, we will be here to take customers on holiday – a well-deserved package holiday they can trust – once again.”
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