In 2019 I have travelled more with easyJet than I ever before, and that was really a choice – convenience of flying from my local airport than travelling to the other side of London (at least most of the time).
In all honesty, easyJet are fine. They get you to where you are going mostly on time, the service is fine and most of all its just convenient. However, travelling with them a lot and you notice the pitfalls – and for me that is around their ‘digital offering’.. i.e the website and the app.
I have now become a ‘Flight Club’ member, the airlines invite only frequent flyer club which gives additional benefits such as free name changes and unlimited flight changes. This is great, but I can’t do any of that through the app or website – I have a ‘membership number’ and a phone line which I have to call to make these changes.
Really? This is 2019 and soon be 2020. I would really want my profile I book from to know that I am a Flight Club member, and I can make these changes through the app instead of hanging on a phone line with the antiquated payment.
More so this applied to the paid-for ‘ easyJet Plus’ which gives free seat reservation, speedy boarding and a seat on an earlier flight if available. You can’t just change your flight through the app, you have to go to the ticket desk at the airport and show your card to change it.
This was acceptable a few years ago, but you just expect everything to be available digitally now and it really isn’t difficult to implement as you can already change flights and names on the website – you just need to apply a ‘profile’ in order for it to be free.
If you go even further, they should know my habits when travelling alone on business or with a family – i.e. when I travel in business I like to sit in seat 2C. Really, they should be able to know that and automatically allocate that seat if its available or suggest an alternative.
It might be good for easyJet to claim a win on IT with the auto bag drop (which works fine), or behind the scenes to optimise operations – but its time to pull the front end up to modern standards and embrace digital native…