EasyJet bolsters customer service response with new staff

Which? Travel editor Guy Hobbs welcomed the move by easyJet, stressing steps to improve its customer service "were much needed". "We’ve heard from easyJet passengers who have been treated appallingly," he said.

Hobbs added he hoped the initiative would go beyond airport service and bolster easyJet’s broader resilience. "It’s not enough just to lay on more customer service agents," he said. "Airlines must also fulfil their legal obligations when it comes to informing passengers about their rights to compensation and rerouting, including with rival carriers.

"The government needs to give the Civil Aviation Authority stronger powers so it can hit operators with heavy fines when necessary. Ministers should also drop plans to slash compensation rates for domestic flights.”