Jet2 customer refunds break the £1 billion barrier

The total processed by Jet2.com and Jet2holidays since March has now exceeded the landmark amount, with the company drafting in more than 500 staff to contact customers and discuss their options.

Jet2.com and Jet2holidays ranked number one and two travel firms for providing refunds according to a survey of more than 77,000 people by MoneySavingExpert.com. In addition, Jet2.com was recognised as the only UK airline to promptly provide refunds without significant backlogs in a CAA review.

Steve Heapy, Jet2.com and Jet2holidays chief executive, 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 customer’s 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.”

He added: “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.”