Jet2Holidays is the UK’s 2nd largest tour operator offering package holidays to the Mediterranean, the Canary Islands and European Leisure Cities from 9 UK airports. Under the same brand is the company’s commercial aviation business, Jet2.com. With 12 million customers in the sky in 2019 and over 100 aircraft operating throughout summer, Jet2.com is the UK’s 3rd largest airline.
With so many customers and rapid recent growth, Jet2 faced a challenge during peak periods to log customer complaints and send them off to the relevant department for further investigation, and also to manage the seasonal upturn in hotel stop sales. Accuracy and the need for world class business processes is paramount given the nature of these tasks.
To overcome their business challenges, Jet2 have gradually built a team within Open Destinations’ Business Support department, totalling 32 staff. Of these, 15 make up the Customer Admin team, 6 are Data Control (stop sales) staff, and the remaining 2 are Team Leaders.
With significant responsibility being handed over to Open Destinations, it was essential for Jet2 that the right staff were recruited for two very distinct functions and became a seamless extension of the team. To accomplish this, staff were trained over a period of two weeks in Goa, covering Jet2’s processes and applications as well as Go-Live supervision.