Flight Time / September 2016

130 / 132

130 SEPTEMBER
Customer service is extremely important to
Flybe and social media is fast becoming the
go-to place for enquiries, where passengers
can get an immediate response that fits in
with their busy lives.
In 2015, Flybe set up a Social Customer
Care department dedicated to supporting
passengers through social media. The
enthusiastic team of 11 agents monitor
and respond to posts and comments that
come through Facebook and Twitter,
dealing quickly and accurately with all kinds
of enquiries, from flight information to
questions about uniforms and aircraft!
The team aims to reply to requests within
15 minutes but they are often able to reply
even faster, and are dedicated to making
your experience with Flybe go smoothly.
How long have you worked in the
team, and what attracted you to it?
Jessica: I have worked on the Flybe Social
Media team for about nine months now
and I am really enjoying it. I was previously
working as a Back Office Advisor for
Flybe. I love the flexibility, especially when
responding to our passengers, as it allows
us to assist them much quicker.
What does your job involve?
Maria: I help passengers with a wide
variety of queries, whether it’s about a
flight they’re on or just a general question
regarding liquid restrictions, for example.
I think social media is a great way for
passengers to get in touch with us, and I
really enjoy the casual approach that most
of our customers take.
What do you enjoy most about
your job?
Graham: I love being part of the wider
Flybe family. My role allows me to liaise
with a whole range of passengers on a
PURPLE TIME
Find out about the people behind the scenes at Flybe
FLYBE SOCIAL MEDIA TEAM
fun and informal basis, and as part of that
I am in contact with many other Flybe
and airport functions – from the Flybe
Operational team to the Airport ground
crew. Being part of this team makes me feel
like an important cog in the Flybe machine.
Are there any memorable
conversations you’ve had with
customers on Flybe’s social channels?
Miranda: In August, a passenger
contacted us because their bag had gone
missing. As their initial contact was through
Facebook, I was able to pick up the query
instantly. I didn’t want this incident to affect
the passenger’s holiday, so with the help
of other departments I was able to quickly
track down the bag and arrange for it to
be delivered to his holiday apartment in
Palma. This was very rewarding as he even
took the time to write to us afterwards,
which was lovely to see.
Any exciting projects lined up?
Sam: That would be telling! We’ve got a
few big ideas up our sleeves – watch this
space! We’re always sharing our latest
offers and news, too, so following us is
an easy way of being kept up to date and
ensuring you don’t miss out.
Get in touch with the team at:
@flybe
MEET THE TEAM