A new dedicated hotline for young families travelling abroad is part of a series of initiatives launched by EasyJet to help customers this summer. The low-cost company – one of the main airlines operating at Corvera Airport Murcia – has also recruited an additional 350 call centre staff, opened a new call centre in Milan, and extended customer service summer opening hours to between 6 am and 11 pm.
In addition, a team of “Helping Hands” will be present at key UK airports this summer to provide additional assistance to customers, and a “Twilight Bag Drop” will be available at London Gatwick and Bristol Airport for customers on early flights to drop their bags off the night before.
“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,” said CEO Johan Lundgren. “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 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.”
Launched for families with children under 12 years old, the new helpline will enable customers to get through directly to dedicated customer service team members who have expertise in assisting families.
For other passengers with general enquiries, the new contact centre in Milan has been opened so that customers who want to speak to someone personally – rather than use the self-serve airline website – can do so “quickly and easily”.
Meanwhile, at several key airports in the UK, head office team members will be working alongside ground crew to provide additional help to customers and “ensure they have as smooth an experience as possible over the holidays”. The new “Helping Hands” have initially been introduced at London Gatwick, Luton, Manchester, Bristol and Edinburgh, between Wednesdays and Sundays until 4 September.
As for “Twilight Bag Drop”, the service has been reintroduced at London Gatwick, where it was previously offered before the pandemic, and extended to Bristol Airport for the first time. The free service allows customers on early morning flights to drop off their hold bags the evening before, enabling them to head straight to security on the day of travel. The airline says it is already proving to be especially popular with families.
New interactive EasyJet airport signage is also being introduced at airports to help customers with QR codes so they can have instant access to relevant and helpful information on EasyJet’s “Flight Tracker” tool, including latest flight information, advice on support available through the EasyJet app, and – for EasyJet Holidays customers – information on how to contact the holidays support team.