It is the first time Hays has been included in the biannual UK Customer Satisfaction Index (UKCSI), which is compiled by the Institute of Customer Service.
Hays has gone straight in at third in the list of 272 highest rated online and retail organisations with a score of 86.2, bested only by first direct and John Lewis.
Jet2holidays came fifth overall with a score of 85.8, up from 14th a year earlier, while Jet2.com came equal 16th with a score of 83.9. Hays also topped the ranking of the 22 businesses in the UKCSI's tourism category.
The January 2026 UKCSI was revealed at an event in Leeds on Tuesday (20 January), with the overall customer satisfaction score coming in at 78.2 – the highest score since July 2022 – up by 2.1 points compared with January 2025.
Moreover, customer satisfaction in the tourism sector (81.6) is at its highest level since the UKCSI was first issued in 2008. Other tourism businesses ranked include Tui, easyJet holidays, P&O Cruises, Loveholidays and On the Beach.
'Long-held reputation'
Dame Irene Hays, owner and chair of Hays Travel, said: “I’m very proud of all our people for their work to achieve this, making sure our customers are cared for is at the heart of our business success.
“We are delighted to achieve third place in our first appearance on the UK Customer Satisfaction Index. Hays Travel has a long-held reputation for providing exceptional service and we know how important the care, professionalism and expertise of our people is to our customers."
Jo Causon, chief executive of the Institute of Customer Service, added: "Being ranked third in the January 2026 UK Customer Satisfaction Index is a strong endorsement of Hays Travel’s continued commitment to putting customers at the heart of the business.
"In a highly competitive sector, this result reflects the organisation’s focus on trusted advice, personal service and consistently delivering experiences that build confidence and loyalty among customers."
