AI Overhauls easyJet Holiday Complaints Process in Just a Few Clicks
easyJet Holidays has overhauled its complaints and compensation handling process using Salesforce and AI technology. The company, which took over 3.1 million customers on holiday in 2025, previously had a manual system that could take up to two hours per case.
The old process involved agents reading free-text descriptions, selecting categories, reviewing records, consulting guidance, assessing eligibility, calculating compensation, and drafting customer responses. This multi-step workflow created delays, increased training demands, and introduced the risk of inconsistent decisions.
Arlanis Reply helped easyJet Holidays transform this complex process into a governed AI-assisted workflow. The new system uses generative AI to interpret customer descriptions and classify cases against the correct categories. It also applies compensation rules, assesses eligibility, calculates amounts due, and generates customer responses.
The result is a significant reduction in complaint handling time from 1-2 hours per case to just a few clicks. Agents can now focus on reviewing outcomes rather than navigating guidance.