Creative Brand Communications


July 21, 2022


New family customer helpline launched to serve 1.55 million families flying this summer

  • Airline easyJet has invested in more customer service staff than ever before – recruiting an additional 350 call centre staff and opening a new call centre in Milan
  • A new dedicated customer hotline for families with young children has been introduced should they need assistance over the summer
  • Customer service opening hours extended for the summer season – now open between 6am and 11pm
  • A team of easyJet ‘Helping Hands’ will be at key UK airports this summer to provide additional assistance to customers
  • ‘Twilight Bag Drop’ will be available at London Gatwick and Bristol for customers on early flights to drop their bags off the night before

easyJet is introducing a raft of new initiatives to help customers flying this summer, including a new dedicated customer hotline for young families travelling abroad.

As schools across Britain break up this Friday for summer holidays, the airline is expecting 6.2 million passengers to take to the skies across Europe.

The new helpline has been launched for families with children under 12 years old and will enable them to get through directly to dedicated customer service team members, who have expertise in assisting families.

Whilst the vast majority of customers can self-serve via the easyJet website, customers who wish to speak to someone can do so quickly and easily, easyJet has recruited an additional 350 customer service team members alongside investing in a brand-new customer contact centre located in Milan, to provide support to customers.

Customer service opening hours have been extended to serve passengers from early morning to late at night, with representatives available from 6am – 11pm.

The airline is also providing extra support to customers in the airport, with head office team members in place, working alongside ground crew at key airports across the UK to provide additional help to customers and ensure they have as smooth an experience as possible over the holidays. The new ‘Helping Hands’ have been initially introduced in London Gatwick, Luton, Manchester, Bristol and Edinburgh between Wednesdays – Sundays until 4th September.

New interactive easyJet airport signage is also being introduced in airports to help customers with QR codes to provide customers with instant access to the relevant and helpful information on easyJet’s Flight Tracker tool, for the latest information on their flight. Additional information will also provide advice on support available through the easyJet app and for easyJet holidays customers, information on how to contact the holidays support team will also be clearly available.

easyJet already has a range of policies in place to help customers on the day of travel including special assistance, self-service bag drop and generous family luggage options.

 Johan Lundgren, CEO of easyJet, commented:

“Delivering a reliable operation this summer and providing a positive experience and the help our customers need when we take them away on their holidays is easyJet’s highest priority. We are introducing this new range of initiatives to provide additional support for over 6.2 million customers flying with us over the holidays, many of whom we know are taking their first long-awaited trip since the before the pandemic. And so by introducing new services, extending our customer service hours and adding more people to our customer service team than ever before, we are ensuring our customers have the support they need when they travel with us this summer.”


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