welcome to your boarding workshop featuring the new cabin baggage policy legal disclaimer: the...
TRANSCRIPT
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Welcome to yourBoarding workshop
Featuring the new cabin baggage policy
Legal disclaimer:The contents of this document are highly confidential and must not be shared with anyone else, except strictly for the purposes of providing ground handling services to easyJet. Copyright and all other intellectual property rights in the material belong to easyJet Airline Company Limited.
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2One easyJet crew from Ground to Air
introductions
“What’s your name?”
“How long have you worked here?”
“Do you have an interesting fact?”.
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3One easyJet crew from Ground to Air
“Improving the boarding experience by delivering a Consistent, Friendly and
Professional service every flight, every day”
What to expect:• New cabin baggage policy• Customer Journey
• Boarding• Manage customers expectations• Deliver a Consistent, Friendly, Professional
service everyday.
The BOARDING vision
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4One easyJet crew from Ground to Air
Karen and Tina
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5One easyJet crew from Ground to Air
We need you !!!!
Accept what you cannot change,
Change what you cannot accept
Your life does not
get better by
chance, it gets
better by change
If nothing changes,
there would be no Butterflies.
Progress is
impossible
without
change
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6One easyJet crew from Ground to Air
The ‘Why’
Customer / Internal feedback
Competitor Analysis Change the policy
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7One easyJet crew from Ground to Air
What our customers are saying
I don’t like putting my little bag into my big
bag.
I can take two bags with other
airlines
I’m just going to put my little bag into a duty
free bag
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8One easyJet crew from Ground to Air
The Competition
.
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9One easyJet crew from Ground to Air
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10One easyJet crew from Ground to Air
The ‘What’ for our customers
CABIN BAGGAGE – All Customers• You can bring ONE cabin bag up to a maximum size of
56x45x25cm including handles and wheels
IN ADDITION - For easyJet Plus! customers and those entitled to Speedy Boarding (Flexi fare, paid for upfront and legroom seat customers):• You can bring ONE small under seat bag (handbag/laptop)
which must be placed under the seat in front
Overhead locker space is limited so on busy flights your cabin baggage may have to go in the hold free of
charge.
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11
Left hand side boarding
Speedy Boarding
easyJet Plus!
Flexi fare
Right hand side boarding
All remaining customers (Group 2).
The ‘What’ for Ground Crew
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12One easyJet crew from Ground to Air
The ‘What’ for Ground Crew
• Guaranteed bag will no longer exist
• The maximum size of the small under seat bag is 45x36x20
• Duty free bag policy still applies.
A319 A32045
50
55
60
65
70
75
A320 55/70A319 50/60
• Base management team agree matrix for station and routes at bases
• easyJet Ground Ops Manager agrees matrix for routes at outstations
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13One easyJet crew from Ground to Air
The ‘when’
Coming to your station
THE NEW CABIN BAGGAGE POLICY
19TH MARCH 2015However if eligible customers have a small under seat bag in
addition to their cabin bag, this can be permitted now.
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14One easyJet crew from Ground to Air
“The how”PRE LAUNCH• Top 10 (by offload) airports will receive a workshop
delivered by the GO Customer Training Team• Remaining Top 30 will receive the same workshop from
their local management team – this is to ensure consistency across all customer facing teams
POST LAUNCH• Top 30 stations will have ongoing support from the GO
Customer Training Team working alongside local management and Ground Crew
• All remaining stations will have support from their local management team and virtual training will be available
• Other members of the Ground Ops Team will be available during station visits.
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15One easyJet crew from Ground to Air
Benefit cycle
Customer.
Business
Crew
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The customer journey
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17One easyJet crew from Ground to Air
Booking / marketing
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18One easyJet crew from Ground to Air
bag drop• Clear signage & clear boarding pass,
making it easy at bag drop
• Customer Host presence, there to answer any questions around the cabin baggage policy
• Fewer customers at bag drop, more proceeding straight to gate
• Upgrade requests (subject to availability)
• V Bag policy.
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19One easyJet crew from Ground to Air
How does boarding make you feel ?
Behaviour Breeds Behaviour.
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20One easyJet crew from Ground to Air
When we concentrate we get it right
14 Nov
21 Nov
28 Nov
05 Dec
12 Dec
19 Dec
26 Dec
02 Jan
09 Jan
16 Jan
45.00
50.00
55.00
60.00
65.00
70.00
Bag Drop Overall FY14Bag Drop Overall FY15Target
Bag Drop Overall
14 Nov
21 Nov
28 Nov
05 Dec
12 Dec
19 Dec
26 Dec
02 Jan
09 Jan
16 Jan
35.00
40.00
45.00
50.00
55.00
Boarding Overall FY14Boarding Overall FY15Target
boarding overall
57.80
51.00
60.89
50.19
66.47
49.75
CSAT Our customers are emailed a survey each month to score their satisfaction at each step of their experience with us.
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21One easyJet crew from Ground to Air
Customer commentsThe staff are impolite and difficult the boarding process is
extremely badly organised. They announce "boarding" while the plane is not actually there, put all the
passengers in the small room with no fresh air and no place to sit
If you wish to be treated like cattle and snapped at by the ground staff, then choose easyJet
The easyJet boarding procedure is very poor. I hate it. Also easyJet should abandon Speedy boarding. It does not
make sense anymore after the introduction of assigned seating.
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22One easyJet crew from Ground to Air
Customer comments
Fairly quick, short walk to board and indicated which set of steps to take. I am a eJ+ card holder so I was on board early and secured a place for my bag above my seat
Quick and efficient boarding with no delays, although I did have to check my cabin bag at the last minute due to no more room on the flight. It wasn’t a big deal, I didn’t have to wait long at the carousel for it after, so it was alright
No holdups, all went smoothly, staff helped provide maximum storage by rearranging baggage in overhead lockers. I liked the way that they ask permission of the owner of each item before rearranging them.
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23One easyJet crew from Ground to Air
Customer charter at boarding
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24One easyJet crew from Ground to Air
3 key points of boarding
1. Remember our premium customers have paid for a service. We need to make access clear continuously throughout the boarding process
2. Perception is reality, never allow our customers to queue whilst standing for more than 25 minutes – ever!
3. 3+1 language at the boarding gate will help our customers to have a smooth journey and help you deliver a Consistent, Friendly & Professional service every flight, every day.
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25One easyJet crew from Ground to Air
Scenarios
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26One easyJet crew from Ground to Air
Not Speedy boarding
“Welcome you are in the speedy boarding/easyJet Plus queue and your
boarding pass does not show that you are entitled to use the speedy
boarding/easyJet plus lane so please could you join the queue to your right Thank
you.”
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27One easyJet crew from Ground to Air
Oversized bag
“I’m sorry but your bag is larger than our maximum cabin bag size. We will need to tag your bag and place it into the aircraft hold. Because your bag is larger than our maximum size we will have to treat it as a
hold bag & the additional fee will be……...”
“The gate will be closing in X minutes. If you are unable to pay then you will not be
able to travel. I appreciate that you are unhappy, we do have to follow these rules
in order that we are fair and consistent with all our customers.”
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28One easyJet crew from Ground to Air
Delayed flight“I’m sorry that your flight has been
delayed today due to…. Our flight tracker app will help keep you up to date with the
flights progress and we will ensure the flight information screens are updated
with information on a regular basis. Please feel free to speak to any of the Ground Crew if you have any further
questions.’“I’m sorry that your flight has been
delayed more than 3 hours due to…. During your delay we would like to offer
you refreshment vouchers for a drink and a snack. Here is a leaflet which outlines your options should you wish to change your flights and also explains what you
are entitled to during your delay.’
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29One easyJet crew from Ground to Air
Missed flight“Sorry Sir/Madam. Your gate is now closed and you have missed your flight. We close the gate 20 minutes before departure to
allow us to complete our checks to ensure we depart on time. If you would like to wait
a few moments I will make sure that you are taken to the Customer Service Desk and transferred onto the next available
flight.”
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30One easyJet crew from Ground to Air
Tools to help at boarding gate
New Bag Tag Magnetic Signage
Extranet
Gauge Insert
GHM
CSMOps Memo/SIs
Boarding Pass.
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On board
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32One easyJet crew from Ground to Air
What happens if we don’t use the one team approach
Pre airport
Bag drop
Boarding
On-board.
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33One easyJet crew from Ground to Air
The bottom line…….
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34One easyJet crew from Ground to Air
One team – one crew
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35One easyJet crew from Ground to Air
“Improving the boarding experience by
delivering a Consistent, Friendly and
Professional service every flight every
day.
the BOARDING vision
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36