Jet2 boss sends email to all UK passengers
Jet2 CEO Steve Heapy sent a message to all customers after the coronavirus restrictions eased in England on July 19.
The airline currently offers flights and package holidays to more than 40 destinations without quarantine.
It has been an eventful 18 months for the travel industry and many restrictions and regulations are still in place around the world.
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Rules and restrictions are also constantly changing due to the ongoing coronavirus pandemic.
The UK marked what has been dubbed ‘Freedom Day’ on Monday July 19, which ended the Covid-19 restrictions that had been put in place.
Now, many vacationers will be delighted with the prospect of being able to travel to some of their favorite vacation destinations.
In a message sent to all customers this morning, the CEO of Jet2 said:
“Thank you for choosing Jet2holidays. We know how much your vacation means, especially in today’s climate, and we look forward to taking you.
“This week marks the relaxation of quarantine rules for fully vaccinated customers, which means a major step forward in our summer program. On Monday July 19, we started flying, taking more and more customers to over 40 destinations without quarantine, which is great news.
“Despite this, we continue to operate in an unprecedented travel period. Although 18 months have passed since the start of the pandemic, we are still navigating a range of varying and changing travel restrictions from UK and foreign governments. of these restrictions come with little or no notice, which means we make decisions very quickly and without any warning.When we make these decisions, we always do so in the best interests of our valued customers.
“We also know how these new regulations and restrictions are affecting our customers. Understanding issues such as changing travel requirements, passenger tracking forms, test requirements and traffic light systems, for n to name a few, is not something clients have had to deal with before.
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“These are new and complex issues, but consistent with our industry-leading customer service, our teams continue to work tirelessly to help our customers understand these regulations and requirements. Whether in our call centers, resorts, airports or on social networks, our teams do everything they can to help and support our customers when they need it.
“However, right now there are an unprecedented number of customers who wish to speak to us to discuss their most important purchase of the year, their vacation. We understand that our customers may have a number of things. that they would like to tell us about, and we also understand that they want and deserve to be reassured.
“Providing that assurance is why our award-winning teams are working around the clock to help you. We have responded positively to the expected increase in inquiries and have recruited more colleagues into our work-from-home call centers and fully staffed social media teams, from different areas of our business. , including head office colleagues, pilots and cabin crew. However, even with the significant number of additional colleagues, unprecedented call volumes have resulted in slower response times than we and our customers expect. We pride ourselves on providing the best customer service, so this is something we take very seriously.
“As such, I had to make the difficult decision to prioritize all calls by departure date, so that we can handle all inquiries from our clients fairly and fully. So I politely request that clients do not let us know. not contacting if they are not due to travel within the next 21 days. This will help us prioritize those clients who are more imminent to travel and allow us to provide the customer service for which we are known. Rest assured that if there is has changes to your booking or if government guidelines change, we will contact you prior to travel.
“I understand that this is not an ideal situation and I hope it will only be for a short time, as we expect more clarity from the government. All travel agencies are in the same position, but I wanted to explain the situation and thank you for your patience and understanding during this difficult time.
“In the meantime, we have a lot of useful information on our website that customers can find here .
“If customers are considering modifying or canceling a reservation, they can also check out our updated traffic lights here . Finally, customers can also view our change and refund policy here .
“We have received a lot of praise for our handling of the pandemic and I am very proud and grateful to our teams for working tirelessly over the past 18 months.
“Despite the challenges that the ever-changing travel restrictions continue to create, I wanted to share this update with our valued customers, so they can understand that we are doing all we can and see how committed we are. to deliver our usual standard of VIP Customer Service I know how hard our teams are working to make this happen.
“In the meantime, I would like to sincerely thank every customer for their understanding and patience.”
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