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TRAVELLER
OURGROUNDOPERATIONS
mantra
is“Walkinourcustomersshoesevery
flight, everyday.”This isalways inmy
mindandwhenever Imakeadecision,
Ialwaysconsider theimpact itwillhave
onourcustomers.
I’veworkedateasyJet formorethan
eightyears inavarietyof roles,but the
majorityofmytimehasbeenspent
workingwiththeGroundOperations
team,whichI love.Atypicaldayatworkfor
meinvolvescheckingsafetyandsecurity
ontheground, ensuringourcustomersget
totheirdestinationsontimeandmaking
sureweprovideafriendlyservice.
Ipinexamplesofgreatcustomer
serviceona“customerchampions
board”behindmydesk. I’vegot letters
fromcustomerswhomwe’vehelpedto
gethomewhenthey’velostpassports
ormissedflights, andfrompeoplewho
havelostpossessionsandwe’vefound
them.Customer feedbackisthekeytoour
success,weneedtohear fromeveryone
inorder to becomeEurope’spreferred
short-haulairline
TheeasyJetmotto–“Makingtravel
easyandaffordable”– iswhat I liveby
inmyworkinglife.Travellingthrough
anairportcanbestressfulandit’sour
jobtodealwithasmuchof thatstressas
possible.Wewantourcustomers’ airport
experiencetobememorableforall the
right reasons.
It’s important totravelonthenetwork
asacustomer, soyoukeepyour feeton
thegroundandseethebusinessasthe
customersees it.Myfavouritedestination
isGeneva,becauseI lovetoski, andI try
andgotwiceayear. I’mnotsuremyteam
alwaysappreciatesmeflyingthrough
theirairportsthough, asgenerallythey’ll
receiveareportonwhatwasgreatand
whatweneedtoimproveonwhenI return!
Myteamareallpassionate, committed
anddriventoachievetheirverybest.
DuringmytimeworkingateasyJet,
we’vehadplentyof funnymoments:
Ican’t remember thelastdayatworkthat
wedidn’thavesomethingtolaughabout
–evenif it’satmyexpense!Workingfor
anairlinedoesn’tmeanyou’rethebestat
geographyandmostdefinitelynotgeneral
knowledge: I initiallythoughtFarowas
inEgyptandwhenwestartedflyingto
Agadir, I thought thatwaswhere
Aladdin
themoviewasset!
WorkingforeasyJethaschangedmy
life. I’vebeengiventhechancetowork
withafantasticteam, tolearnabout the
aviationbusinessandtotravel tovarious
excitinglocations.But thethingIstrive
formost istoprovideconsistent, friendly
customerservice,dayafterday.
BEHINDTHE
SCENES
WORDS JAMEELA OBERMAN. PHOTO TONY FRENCH
11
PAGES OF
NEWS AND
UPDATES
FROM
HeadofGroundOperations,
KarenCox
, says she
aims tomakepassengers’ journeys stress free
I can’t remember
the last day
at work that
we didn’t have
something to
laugh about