Covid-19 has cost tour operator and airline Jet2 a staggering £1 billion in refunds to customers who have had travel plans ruined since the start of the pandemic.
The huge sum has been paid out since the beginning of the outbreak in March with the airline and holiday industry badly hit by a series of restrictions which has seen most of its planes grounded for months on end.
But the firm is confident that customers will be desperate to travel in 2021 if curbs are eased to coincide with the roll-out of a vaccine.
Throughout the pandemic, Jet2.com and Jet2holidays have been acknowledged for refunding customers swiftly and efficiently. With restrictions affecting the entire industry, the operator's contact centre, social media and customer service teams have worked tirelessly to look after customers who have been affected by programme changes.
This includes a period from the end of March, when the company’s aircraft fleet was grounded due to travel restrictions. A team of more than 500 staff contacted customers to help rebook trips or sort refund options.
Jet2 has also responded to demand by arranging extra holidays when travel corridors allow, including brief periods when trips were possible to the Balearic Islands, Greece and Portugal.
During the pandemic, the airline also opened its 10th UK base at Bristol Airport, despite problems caused by the ongoing restrictions.
Steve Heapy, chief executive of Jet2.com and Jet2holidays, said: “We have now refunded more than £1 billion to customers since March, and during that time we have also worked tirelessly to help customers rebook and save their well-deserved holidays.
"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.”
