News : Aer Lingus Diverts Customer Service to the Philippines
Dublin, Ireland, Oct 21, 2019 -- Aer Lingus has transferred its customer service to a call centre in the Philippines following the expiration of its contract with Kerry-based Fexco.
The Irish airline has confirmed that ‘guest queries’ are currently being handled at the Philippines facility but that Fexco is still assisting with group bookings.
The company intends to hire a European company to take charges of customer service functions in the new year, at which point the Philippines call centre would revert to providing web chat and out-of-hours assistance.
In a statement, an Aer Lingus spokesperson said that it continues to operate its US-based call centre and its specialist team based in Dublin.
‘As part of our value carrier model we continually review the contracts we have in place with third parties,’ the spokesperson continued. ‘In August this year our main contract concluded with Fexco who managed a portion of guest queries from Ireland and Europe, however Fexco has been retained to assist within the area of group bookings.
‘In the short term, guest queries are currently being managed by a call centre based in the Philippines. However, from early 2020, we will engage a leading European provider who will manage the majority of guest queries from Ireland and Europe, at which point the call centre in the Philippines will focus on providing assistance via web chat and out of hours support.
‘Aer Lingus remains committed to providing our guests across the globe with the very best level of service and care at all stages of their journey, offering 24/7 assistance to best meet the needs of our guests.’
Posted by Veronica Silva Cusi, news correspondent
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About Aer Lingus:
Aer Lingus Group Plc is the national flag carrier of Ireland. It operates a fleet of mostly Airbus aircraft serving Europe, North Africa, Turkey and the USA.
Published: Wednesday, October 23, 2019
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