the orange pages
All the news from easyJet this month...
What is the Customer Charter?
“It’s five promises we put together for all of the
easyJet team to follow, which ensure our customers
know what to expect every time they fly with us.
We know the airport experience can be stressful,
so we wanted to make sure there’s always someone
there to answer questions and understand it from
the customer’s point of view. It’s about having a
consistent approach that helps everyone have as
pleasant and easy a journey as possible.”
How did it come about?
“Though customer service has always been
important, safety has been our number-one priority,
closely followed by punctuality. It was after all the
Customer Champions came together that we
decided service should also take precedence, so we
agreed which behaviours we’d like to see if we were
customers and implemented them.”
What’s your role as a Customer Champion?
“My role is to ensure that within ground operations,
the customer is at the forefront of all our decisions.
We try to get our team to imagine they are the
customer and make decisions based on what they
would want if they were in the same situation. Our
mantra is ‘walking in our customer’s shoes; every
flight, every day’, because we are the biggest touch
point throughout the customer journey.”
We hear you even won an award for your work?
“I did! I won the Orange Spirit Award for
Management and Admin Person of the year in 2012.
To be honest, I was gobsmacked to be nominated,
let alone win. It’s nice, as it recognises the work I’ve
done developing training plans and workshops to
make sure everyone knows just how integral it is
to deliver excellent service. We want to be able to
welcome back our customers time and time again.”
“You’ll always knowwhat to expect”
What’s the deal with this new Customer Charter and what does it mean for you, the customer?
Orange Spirit Award winner and Customer Champion Jo Stubbs explains
Putting the
customer first is
a top priority for
Customer Champion
Jo Stubbs (above)
WORDS
SOPHIE BICHENER
PHOTO
TONY FRENCH
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