EASYJET
Introduction
In this task, I am going to assess the impact of different sales techniques and customer service
of EasyJet. I will discuss and make judgement about how they have delivered poor customer
service and how his had an impact on the business. I will also include my personal experience
with EasyJet since I was victim of their poor customer service. Moreover, I will give
suggestions to the business which I believe they should adopt in order to improve their sales
techniques and customer service.
EasyJet is a British Airline, operating in low-cost
European point-to-point airline. It operates
domestic and international scheduled services on
over 820 routes in more than 30 countries. EasyJet
has a strong capital base, with market capitalisation
of £4 billion and a net cash position of £213
million at 30 September 2016. The business’s
credit ratings are amongst the strongest in the
world for an airline. They have a dedicated
workforce of over 10,000 people, including 2,865
pilots and 6,516 cabin crew members and provide
customer, operating and maintenance benefits to
the Group.
EasyJet had to deal with many complaints from customers over the last five years and they
have been also fined by Italian companies after investigations. Passengers also complained it
was difficult to find out about accessibility for disabled fliers. EasyJethas been fined €550k
by the Italian competition watchdog AGCM after huge numbers of customers complained
about the company's premium rate phone line. The fine is was a humiliation for EasyJet,
especially as it is attempting to improve customer satisfaction through its Always Getting
Better programme. Moreover, In February 2014, the company was fined 850,000 euros for
mis-selling travel insurance. This had a big impact on the reputation of the company which
cost them not only money but also time to recover from negative feedback and review.
They accused staff of being rude, aggressive and unpleasant. One said: “I now prefer to pay
£50 extra for my flights and to be treated like a human being.” I personally believe they are
right because when I travelled with them I wasn’t being treated fairly and they did not help
me to find my seat and put my suitcase in the cabin, when I asked their help they just ignored
me. I found it so rude and disrespectful which changed my mind and I don’t want to flight
with EasyJet again because I want be treated equally and if it’s worth the money so I will
spend more money at least I will be satisfied.
1
Introduction
In this task, I am going to assess the impact of different sales techniques and customer service
of EasyJet. I will discuss and make judgement about how they have delivered poor customer
service and how his had an impact on the business. I will also include my personal experience
with EasyJet since I was victim of their poor customer service. Moreover, I will give
suggestions to the business which I believe they should adopt in order to improve their sales
techniques and customer service.
EasyJet is a British Airline, operating in low-cost
European point-to-point airline. It operates
domestic and international scheduled services on
over 820 routes in more than 30 countries. EasyJet
has a strong capital base, with market capitalisation
of £4 billion and a net cash position of £213
million at 30 September 2016. The business’s
credit ratings are amongst the strongest in the
world for an airline. They have a dedicated
workforce of over 10,000 people, including 2,865
pilots and 6,516 cabin crew members and provide
customer, operating and maintenance benefits to
the Group.
EasyJet had to deal with many complaints from customers over the last five years and they
have been also fined by Italian companies after investigations. Passengers also complained it
was difficult to find out about accessibility for disabled fliers. EasyJethas been fined €550k
by the Italian competition watchdog AGCM after huge numbers of customers complained
about the company's premium rate phone line. The fine is was a humiliation for EasyJet,
especially as it is attempting to improve customer satisfaction through its Always Getting
Better programme. Moreover, In February 2014, the company was fined 850,000 euros for
mis-selling travel insurance. This had a big impact on the reputation of the company which
cost them not only money but also time to recover from negative feedback and review.
They accused staff of being rude, aggressive and unpleasant. One said: “I now prefer to pay
£50 extra for my flights and to be treated like a human being.” I personally believe they are
right because when I travelled with them I wasn’t being treated fairly and they did not help
me to find my seat and put my suitcase in the cabin, when I asked their help they just ignored
me. I found it so rude and disrespectful which changed my mind and I don’t want to flight
with EasyJet again because I want be treated equally and if it’s worth the money so I will
spend more money at least I will be satisfied.
1
