Travel firms ranked from best to worst in the UK for response to COVID-19 pandemic

A new ‘coronavirus travel survey’ released by MoneySavingExpert.com (MSE) has ranked travel companies in the UK for how they have been treating customers in response to the COVID-19 pandemic.

More than 27,000 travel customers responded to MSE’s ‘coronavirus travel survey’, which asked for their rating, feedback and experiences dealing with 81 airlines and travel firms due to problems arising from the coronavirus. Companies were then ranked by subtracting the percentage who had a poor experience from those who had a great experience with the company.

Top of the pile for customer satisfaction were Travel Counsellors, Hays Travel and Airbnb.

But the survey shows that Jet2holidays had a positive score of +54, the highest-ranked tour operator in the list and the fourth-highest company overall. Jet2.com was ranked as the best airline, with a score of +47 which put them fifth overall. The full table is below.

Jet2 said the travel restrictions caused by the Covid-19 pandemic resulted in their fleet of aircraft having to be grounded. In response, they continued to operate a fully-staffed call centre, and even though their teams are subject to the same difficulties and restrictions as everyone else, they have been working tirelessly to proactively contact customers in departure date order to discuss their options.

“This has already resulted in positive feedback from customers and from influential industry commentators, and the survey further demonstrates the success of our customer-first approach.”

Steve Heapy, CEO of Jet2.com and Jet2holidays said: “We understand that these unprecedented events have had a huge impact on our customers, and we would like to thank them for their loyalty, understanding and patience. Our award-winning teams are working around the clock to help and look after customers, and this feedback from MSE is richly deserved for all that hard work. As well as looking after customers when times are good, it’s important to look after customers when times are difficult, and we are proud to be doing that. We know people remember things like this, and we cannot wait to be flying customers away on their well-deserved holidays again.”

Travel firms ranked from best to worst:

The table below ranks firms by net score (number of ‘great’ votes minus the number of ‘poor’ votes – MSE excluded the ‘OK’ votes as a neutral rank) and lists the number of responses for each.