Jet2 has asked customers who are not travelling within the next three weeks to stop calling their customer service lines.
The airline says it is experiencing high numbers of customer calls as people seek reassurance about their holidays.
The company’s CEO, Steve Heapy, emailed customers asking they help bring down the volume by not calling unless they are travelling in the next 21 days.
Read more: Jet2 slammed by travellers claiming they are ‘kept on hold for hours’
He addressed the note to ‘Valued Customers’, writing: “We continue to operate in an unprecedented time for travel. Although it is 18 months since the onset of the pandemic, we are still navigating a range of varied and changing travel restrictions from UK and overseas governments.
“Many of these restrictions come with little or no notice, meaning we are making decisions very quickly and without any warning. When we make these decisions, we always do so with the best interests of our valued customers in mind.
“We also know how much these new regulations and restrictions affect our customers. Understanding matters such as changing travel requirements, passenger locator forms, testing requirements and traffic light systems, to name just a few, is not something customers have had to deal with before.
“”These are new and complex matters, but in line with our industry-leading customer service, our teams are continuing to work flat out to help our customers understand these regulations and requirements.
“Whether in our call centres, in resorts, in airports, or on social media, our teams are doing everything they can to help and support our customers whenever they need it.
“However, at present, there are an unprecedented number of customers wanting to speak to us to discuss their most important purchase of the year, their holiday. We understand that our customers may have a number of things they would like to speak to us about and we also understand that they want and deserve to feel assured.”
The airline…