In this episode we meet John Leighton, EasyJet's Customer Service Director, who has had a varied and impressive career in the travel, hospitality, and retail sectors. John shares his thoughts on the changes he has seen over his 22-year career and the key role that AI, relevant customer data, and other technologies have played in this evolution.

He tells us that while the airport journey is made up of a variety of touchpoints and experiences, the team at EasyJet focuses on the part of the journey where they can make a vital difference with courtesy, empathy, and a strong understanding of the customer's needs at that point of contact. He acknowledges that travel can be very stressful not only for passengers but also for staff, and that investing in employee engagement and support is a key part of ensuring that customers are taken care of when things don’t go to plan.