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easyJet Holidays accelerates complaints and compensation handling with Salesforce and AI
Arlanis Reply helped easyJet holidays transform a complex, manual customer service process into a governed AI-assisted workflow, reducing complaint handling from 1-2 hours per case to just a few clicks.
The CHALLENGE
Replace a manual complaints and
compensation process that took one to two hours per case.
The SCENARIO
Managing complex customer cases across the holiday journey
easyJet holidays is a leading package holiday provider operating from the UK, Switzerland, Germany, and France, offering beach and city breaks across more than 100 destinations in Europe and North Africa. At that scale, even small improvements in complaints and compensation handling can have a major impact on service speed, consistency, and operational efficiency.
The easyJet holidays customer service team faced a complex, highly manual process for cases arriving through a webform. The team’s support agents had to read free-text descriptions, select the primary case category and two further sub-categories, review the relevant booking, case, case category, and compensation records, consult compensation guidance, assess eligibility, calculate the appropriate amount due, and draft customer responses using knowledge articles.
This multi-step workflow could take 1-2 hours per case. At high volumes, it created delays, increased training demands, and introduced the risk of inconsistent decisions across similar customer scenarios.
The Solution
A governed AI workflow embedded in Salesforce
Arlanis Reply implemented a Generative AI-driven solution that supports the end-to-end complaints and compensation journey directly within Salesforce. As each case is created from the inbound webform, a governed flow uses AI to interpret the customer description and classify it against the correct primary and secondary case categories.
The same orchestration gives the AI controlled access to the relevant Salesforce records, including booking, case, case category, and compensation information. It then applies the appropriate compensation rules, assesses eligibility, calculates the amount due, and retrieves the most relevant knowledge article for the customer response.
The solution also generates a structured, empathetic, brand-compliant email in line with easyJet holidays' tone and formatting standards. A human-in-the-loop review remains in place before the response is issued, ensuring automation improves speed and consistency without removing operational control.
How we did it
Combining AI automation with human oversight
Arlanis Reply designed the process around a controlled Salesforce workflow, combining automation, business rules, AI-generated recommendations, and agent review. The solution reduces repetitive manual work while preserving auditability, decision transparency, and final human accountability.
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Reduced handling time
Complex complaint and compensation cases can be processed significantly faster, helping teams manage high volumes more efficiently.
Improved decision consistency
Defined rules and automated checks support more reliable categorisation, eligibility assessment, and compensation calculation.
Better customer communication
AI-generated draft responses help customers receive faster, clearer, and more empathetic communications.
Scalable service model
The approach creates a reusable pattern that can be extended to additional complaint types, compensation models, and communication standards.
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easyJet holidays, launched in 2019, is a leading package holiday provider operating from the UK, Switzerland, Germany, and France. In 2025, it took over 3.1 million customers on holiday, offering great value beach and city breaks to more than 8,000 hotels across 100+ destinations in Europe and North Africa. Its portfolio includes beach holidays, city breaks and ski holidays, with a focus on flexibility and customer choice.
Arlanis Reply is the Reply Group company specialising in Salesforce-led business transformation. As a long-standing Salesforce partner, it uses Agentforce to create AI agents, Data Cloud to unify customer data and MuleSoft to connect Salesforce with surrounding enterprise systems. Its teams provide discovery, solution design, implementation, integration, DevOps, optimisation and ongoing support across sales, service, marketing and commerce, using sector-specific accelerators to turn Salesforce investment into measurable operational and customer outcomes.