Jet2.com boss ups the ante for customer service

Philip Meeson, the chief executive of Jet2.com, is fast earning a reputation for being a consumer champion after angrily confronting his own check-in staff.

The airline boss reportedly launched into a tirade when he discovered that Jet2.com employees at Manchester Airport were ignoring customers waiting to check in.

Mr Meeson's outburst was so vociferous that police were eventually called in to calm him down, but he was cheered on by passengers for deciding to get involved.

The incident occurred on Saturday during one of the CEO's regular spot-checks on Terminal 1, where he discovered that check-in staff were ignoring a 60m queue.

"There was a great long queue, which is not what we want, and staff were sitting there doing nothing," Mr Meeson explained in an interview with The Manchester Evening News.

"I just wanted everyone to get going and to check in, and to get the fantastic customer service that we want them to get," he insisted. "I think the odd swear word may have dropped out of my mouth. But I wasn't swearing at anyone, just about life in general."

Greater Manchester Police confirmed that its officers were called to a check-in desk at Terminal 1 following reports of a man being abusive to staff.

Despite being warned about his conduct under the Public Order Act, Mr Meeson praised the police officer who spoke to him, saying he had been "very professional" throughout.

A spokesman for the low-cost carrier later added: "He admits he was angry, but is passionate about good levels of customer service right the way through the Jet2.com experience, although he apologises if any offence was caused on the day."

© Cheapflights Ltd

What's your reaction to Mr Meeson's outburst? Sound off below.

Comments

[malcolm]

Good for him, always pleased to see someone speak up about customer service.

[Erik van Stokkom]

It shows that the staff doesn't know what their personnel is all about.
The service on Jet2.com is terrible. There's no way you can get in touch with them to enquire about a lost bag. They don't answer letters and the can't be reached by phone or email.
Their service level is below anything I've ever seen travelling the world for the past twenty years.