Welcome to your Boarding workshop Featuring the new cabin baggage policy Legal disclaimer: The contents of this document are highly confidential and must

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.

2One easyJet crew from Ground to Air

introductions

“What’s your name?”

“How long have you worked here?”

“Do you have an interesting fact?”.


“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


Karen and Tina


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


The ‘Why’

Customer / Internal feedback

Competitor Analysis Change the policy


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


The Competition

.


http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAQQjRw&url=http://www.clker.com/clipart-man-pushing-back.html&ei=dC7SVMWhCarc7AaspYGYDQ&bvm=bv.85076809,d.ZGU&psig=AFQjCNEADN7ht6QfRBPq6pF4mX7XmgoAJA&ust=1423146996187775


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.

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


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


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.


“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.


Benefit cycle

Customer.

Business

Crew

The customer journey


Booking / marketing

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=http://www.travelweekly.co.uk/Articles/2012/04/16/40196/ba+and+easyjet+named+among+uks+worst+call+centres.html&ei=vbbIVKy9LIXiggTc44CoCg&bvm=bv.84607526,d.cWc&psig=AFQjCNF4TOkoFk-SevEaHGkyfu0bkWgiIA&ust=1422526447030867


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.


How does boarding make you feel ?

Behaviour Breeds Behaviour.


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.


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.


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.


Customer charter at boarding


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.


Scenarios


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.”


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.”


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.’


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.”


Tools to help at boarding gate

New Bag Tag Magnetic Signage

Extranet

Gauge Insert

GHM

CSMOps Memo/SIs

Boarding Pass.

On board


What happens if we don’t use the one team approach

Pre airport

Bag drop

Boarding

On-board.


The bottom line…….


One team – one crew


“Improving the boarding experience by

delivering a Consistent, Friendly and

Professional service every flight every

day.

the BOARDING vision

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Documents

Welcome to your Boarding workshop Featuring the new cabin baggage policy Legal disclaimer: The contents of this document are highly confidential and must