1. Welcome to your Boarding 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.

2. 2 One easyJet crew from Ground to Air introductions “What’s your name?” “How long have you worked here?” “Do you have an interesting fact?”.

3. 3 One 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

4. 4 One easyJet crew from Ground to Air Karen and Tina

5. 5 One 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

6. 6 One easyJet crew from Ground to Air The ‘Why’ Customer / Internal feedback Competitor AnalysisChange the policy

7. 7 One 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

8. 8 One easyJet crew from Ground to Air The Competition.

9. 9 One easyJet crew from Ground to Air

10. 10 One 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.

11. 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

12. 12 One 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. Base management team agree matrix for station and routes at bases easyJet Ground Ops Manager agrees matrix for routes at outstations

13. 13 One easyJet crew from Ground to Air The ‘when’ However if eligible customers have a small under seat bag in addition to their cabin bag, this can be permitted now.

14. 14 One 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.

15. 15 One easyJet crew from Ground to Air Benefit cycle Customer. Business Crew

16. The customer journey

17. 17 One easyJet crew from Ground to Air Booking / marketing

18. 18 One 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.

19. 19 One easyJet crew from Ground to Air How does boarding make you feel ?

20. 20 One easyJet crew from Ground to Air When we concentrate we get it right 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.

21. 21 One easyJet crew from Ground to Air Customer comments The 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.

22. 22 One 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.

23. 23 One easyJet crew from Ground to Air Customer charter at boarding

24. 24 One 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.

25. 25 One easyJet crew from Ground to Air Scenarios

26. 26 One 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.”

27. 27 One 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.”

28. 28 One 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.’

29. 29 One 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.”

30. 30 One easyJet crew from Ground to Air Tools to help at boarding gate New Bag Tag Magnetic Signage Extranet Gauge Insert GHM CSM Ops Memo/SIs Boarding Pass.

31. On board

32. 32 One easyJet crew from Ground to Air What happens if we don’t use the one team approach Pre airport Bag drop Boarding On-board.

33. 33 One easyJet crew from Ground to Air The bottom line…….

34. 34 One easyJet crew from Ground to Air One team – one crew

35. 35 One 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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