easyJet raft of new initiatives to help customers

easyJet is expecting that 6.2 million passengers will take to the skies across Europe over the summer holidays.  After months of being pounded by the news of chaos in the airports, the extra bolster to their customer service is welcome.

This is what you can expect in terms of support:

Helpline for young families

The new helpline has been launched for families with children under 12 years old to enable them to get through directly to dedicated customer service team members who have expertise in assisting families.

Whilst the vast majority of customers can self-serve via the easyJet website, customers who wish to speak to someone can do so quickly and easily, easyJet has recruited an additional 350 customer service team members alongside investing in a brand-new customer contact centre located in Milan, to provide support to customers.

Customer service opening hours have been extended to serve passengers from early morning to late at night, with representatives available from 6am – 11pm.

“Helping Hands” at the airport

The airline is also providing extra support to customers in the airport, with head office team members in place, working alongside ground crew at key airports across the UK to provide additional help to customers and ensure they have as smooth an experience as possible over the holidays. The new ‘Helping Hands’ have been initially introduced in London Gatwick, Luton, Manchester, Bristol and Edinburgh between Wednesdays – Sundays until 4th September.

Twilight Bag Drop

easyJet has also reintroduced its popular Twilight Bag Drop service at London Gatwick where it previously offered it prior to the pandemic and extended to Bristol airport for the first time.

The free service allows customers on early morning flights to drop their hold bags off the evening before they travel, saving time for their journey through the airport on their day of travel by skipping bag drop and instead head straight to security, and is already proving especially popular with families.

Interactive signage with ‘QR codes for information

New interactive easyJet airport signage is also being introduced in airports with QR codes to provide customers with instant access to the relevant and helpful information on easyJet’s Flight Tracker tool, for the latest information on their flight. Additional information will also provide advice on the support available through the easyJet app, and for easyJet holidays customers, information on how to contact the holidays’ support team will also be clearly available.

easyJet already has a range of policies in place to help customers on the day of travel, including special assistance, self-service bag drop and generous family luggage options.

Johan Lundgren, CEO of easyJet, commented:

“Delivering a reliable operation this summer and providing a positive experience and the help our customers need when we take them away on their holidays is easyJet’s highest priority.

 

We are introducing this new range of initiatives to provide additional support for over 6.2 million customers flying with us over the holidays, many of whom we know are taking their first long-awaited trip since the before the pandemic. And so by introducing new services, extending our customer service hours and adding more people to our customer service team than ever before, we are ensuring our customers have the support they need when they travel with us this summer.”

Let’s hope so.