Low-cost airline easyJet is introducing a raft of new initiatives to help customers flying this summer, including a new dedicated hotline for young families travelling abroad. The carrier is expecting 6.2 million passengers to take to the skies across Europe during the peak holiday period.
The new helpline has been launched for families with children under 12 years old and will enable them to get through directly to dedicated customer service team members, who have expertise in assisting families. The airline has recruited an additional 350 customer staff and invested in a new European customer contact centre located in Milan.
Customer service opening hours have been extended to serve passengers from early morning to late at night, with representatives available from 6am – 11pm. 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’ scheme has been introduced in London Gatwick, Luton, Manchester, Bristol and Edinburgh between Wednesdays – Sundays until September 4. It has also resumed the popular Twilight Bag Drop service at London Gatwick where it previously offered it prior to the pandemic and extended the facility 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.
Johan Lundgren, easyJet chief executive, said: “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.”
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