Investment in special assistance provision pays off for easyJet

easyJet carries more than 400,000 passengers a year who need special assistance 

Significant investment in special assistance equipment and training appears to have paid off for easyJet, which has reported a growing number of its passengers requiring extra help.
The low cost airline, which operates a number of flights from Edinburgh, says a growing number of its passengers require special assistance during their travels.
It welcomed more than 16,000,000 passengers on its flights between 26 June and 5 September this year – 98,500 of which required some sort of assistance.
But the airline has already put a range of measures in place for passengers who need special assistance, including a fully trained customer contact centre team and wheelchairs on all aircraft.
Its crew and ground agents are also trained on special assistance, including how to identify and support passengers with ‘hidden disabilities’.
In 2012, the airline set up a committee of European experts (ESAAG – the easyJet Special Assistance Advisory Group) to provide guidance and advice on the services it provides to passengers who need special assistance.
Chaired by politician Lord David Blunkett, who is visually impaired, the group is made up of experts in disability issues and accessible travel. It meets regularly with easyJet managers to discuss the company’s proposals, best practice and emerging issues.
easyJet says it has reviewed all stages in its passengers’ journey to make sure that it’s as easy as possible and the airline has invested significantly in providing help for all needs and in the training of its crew and ground operations staff who provide special assistance.
The customer satisfaction amongst easyJet passengers with reduced mobility was 87.4% in the 2015 financial year, which was higher than for customers in general.
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