London, UK, Aug, 2021 -- Jet2 pilots and cabin crew have been brought in to cover the airline's call centres and social media feeds to help deal with the 'unprecedented' number of enquiries it has received.
In an email to customers explaining the difficulties the business faces, CEO Steve Heapy said that staff has been drafted in from other areas of the business to strengthen its 'fully staffed homeworking call centres and social media teams'.
Mr Heapy asked customers who were not travelling within the next 21 days to stop calling their customer support lines.
He explained that Jet2 has had to 'make decisions very quickly and without any warning' as travel restrictions change, but he assured customers that he understood why these changes would leave them feeling confused.
He wrote: "We know how much these new regulations and restrictions affect our customers. Understanding matters such as changing travel requirements, passenger locator forms, testing requirements and traffic light systems, to name just a few, is not something customers have had to deal with before.
"These are new and complex matters, but in line with our industry-leading customer service, our teams are continuing to work flat out to help our customers understand these regulations and requirements. Whether in our call centres, in resorts, in airports, or on social media, our teams are doing everything they can to help and support our customers whenever they need it.
"However, at present, there are an unprecedented number of customers wanting to speak to us to discuss their most important purchase of the year, their holiday. We understand that our customers may have a number of things they would like to speak to us about and we also understand that they want and deserve to feel assured.
"Providing this assurance is why our award-winning teams are working tirelessly to help. We have responded positively to the anticipated increase in enquiries and brought more colleagues into our fully staffed, homeworking call centres and social media teams, from different areas of our business, including head office colleagues, pilots and cabin crew.
"However, even with the significant numbers of extra colleagues, the unprecedented call volumes have resulted in our response times being slower than what we and our customers expect. We pride ourselves on delivering the very best customer service, so this is something that we take very seriously."
He said that calls would be prioritised by departure date, asking that customers who aren't travelling within the next three weeks to refrain from ringing.
Posted by Veronica Silva Cusi, news correspondent
A tour operator based in the North of England providing package holidays, city breaks and flights to Europe and beyond. The Contact Centre is currently at 55 FTE and continued growth means we will be C90 FTE by December 2013
Published: Friday, August 6, 2021
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