Jet2.com and Jet2holidays have been recognised as the best airline and best tour operator in the UK for how they have been treating customers in response to the Covid-19 pandemic, says a major new investigative survey released today by MoneySavingExpert.com (MSE).

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 coronavirus. Companies were then ranked by subtracting the percentage who had a poor experience from those who had a great experience with the company.

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 it fifth overall.

The travel restrictions caused by the Covid-19 pandemic has resulted in the company’s fleet of aircraft having to be grounded. In response, the company has continued to operate a fully staffed call centre, and even though the company’s 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 today’s survey further demonstrates the success of Jet2.com and Jet2holidays’ 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. Only firms with more than 100 responses have been included and in bold are the 10 biggest firms by number of respondents in the survey.

Rank	Firm	Responses	Net score
1	Travel Counsellors	207	+91
2	Hays Travel	1,017	+70
3	Airbnb	924	+56
4	*Jet2holidays*	1,621	+54
5	*Jet2.com*	1,593	+47
6	British Airways Holidays	289	+45
7	Center Parcs	202	+42
8	Disney Holidays	147	+37
9	Trailfinders	233	+32
10	Haven	212	+30
11	Saga	151	+26
12	Hotels.com	441	+21
13	Booking.com	1,178	+18
14	Easyjet Holidays	163	+10
15	British Airways	1,809	+8
16	HomeAway	199	+8
17	American Airlines	123	+1
18	Ebookers	108	-11
19	Onthebeach	283	-18
20	Qatar Airways	112	-21
21	Travel Republic	266	-27
22	Easyjet	2,425	-28
23	Expedia	811	-28
24	P&O Cruises	603	-30
25	Eurotunnel	106	-35
26	Aer Lingus	193	-38
27	Norwegian	196	-42
28	Riviera	142	-45
29	Eurostar	239	-46
30	Wizz Air	158	-48
31	Emirates	450	-48
32	Lufthansa	142	-49
33	Brittany Ferries	253	-50
34	Virgin Atlantic	627	-51
35	Cottages.com	244	-54
36	First Choice	223	-60
37	Tui	3,252	-60
38	Vueling	119	-61
39	Hoseasons	451	-68
40	Love Holidays	677	-70
41	Virgin Holidays	775	-73
42	Air France	149	-76
43	Secret Escapes	299	-76
44	STA Travel	150	-77
45	Sykes Cottages	610	-79
46	KLM	596	-82
47	Ryanair	2,563	-82
48	Opodo	283	-86
49	Lastminute.com	550	-87
50	Holiday Extras	291	-92
51	Teletext Holidays	251	-94
52	TravelUp	593	-95
53	Travel Trolley	338	-95