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Jet2 has paid over one billion pounds in customer refunds
Jet2.com and Jet2holidays have refunded over £1bn to customers affected by programme changes since March as a result of the Covid-19 pandemic.
The airline and operator said it has ‘worked tirelessly to ensure swift refunds’, with CEO Steve Heapy saying: "We promptly refund money because it is the right thing to do and it is how you run a responsible business."
The company’s approach has earned positive feedback for its approach, with MoneySavingExpert.com (MSE) ranking Jet2.com and Jet2holidays as the number one and two travel firms for providing refunds and the Civil Aviation Authority (CAA) recognising it as the only UK airline to promptly provide refunds without significant backlogs.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: "Our guiding principle of putting customers first will not change for anything, including the pandemic, and the feedback we have received shows we have done the right thing throughout.
"The reason we lead the industry when it comes to refunds is because we respect that the money is the customers’ until we have provided their flight or holiday.
"If we are unable to provide customers with the service that they have paid for, then we will promptly refund their money because it is the right thing to do and it is how you run a responsible business.
"We have now refunded more than £1bn to customers since March, and during that time we have also worked tirelessly to help customers rebook and save their well-deserved holidays too.
"With 2021 looking more positive and customer confidence responding to news of a vaccine, we are looking ahead with real confidence. We know that our product, our strength, and the way we have treated customers will go a long way when it comes to choosing who to book with."
Lisa
Lisa joined Travel Weekly nearly 25 years ago as technology reporter and then sailed around the world for a couple of years as cruise correspondent, before becoming deputy editor. Now freelance, Lisa writes for various print and web publications, edits Corporate Traveller’s client magazine, Gateway, and works on the acclaimed Remembering Wildlife series of photography books, which raise awareness of nature’s most at-risk species and helps to fund their protection.
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