Trade ‘must prepare for more complaints’ this summer

The industry must prepare for a higher level of complaints this summer with tourists no longer willing to accept sub-standard service.

He said that cost cutting had led to staff shortages which could impact the holiday experience and result in higher complaint levels during peak season.

There are a lot of places that are understaffed.

You probably have seen pictures of people waiting in line at an airport. Everyone is struggling to get the right number of staff in hotels and air traffic control.

I think we could see a higher level of complaints. It will be a difficult summer.

He said that people were not willing to tolerate low levels of customer service during the Pandemic.

For the last couple of years when things have not been going smoothly, they have accepted it, but they will not expect things to be back to normal.

He predicted strong sales for Jet2 as a result of strong demand, and added that the company expected to beat sales this year by 12%.