The first modern Ryanair customer service centre in Europe will be built in Warsaw, which will support passengers in the event of flight delays or cancellations. It will employ 200 people.
The Warsaw CS Escalation Centre is the first of its kind project by the Ryanair Group, which is intended to support passengers in situations of flight disruptions, such as delays resulting from problems with air traffic control (ATC), adverse weather conditions or limited airport capacity. Travellers will be able to obtain current information on aircraft delays and search for alternative connections in the event of cancelled flights.
The new centre will use advanced digital tools, including chat and AI-based solutions, to enable efficient communication with passengers.
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Recruitment has started
Despite the digital nature of the investment, the facility will employ 200 specialists responsible for the development, supervision and daily operation of the system supporting Ryanair passengers throughout Europe.
Recruitment for customer service, IT and administration positions has already started. Candidates should have a good command of English, written communication skills and a willingness to work in a dynamic environment. However, experience in online customer service is not required, as the company provides comprehensive training.
They will help when your flight is delayed
According to Tracy Kennedy, Director of Customer Care at Ryanair, the new centre in Warsaw is a step forward towards digitalisation and redefining customer service.
“The CS Escalation Centre will focus on providing fast and efficient support to passengers,” says Tracy Kennedy. “It will provide real-time updates, support passengers affected by disruptions and offer rapid responses via live chat and AI-powered technology.”
In Poland for 20 years
The Ryanair Group has been operating on the Polish market for 20 years.
– In addition to the Polish airline Buzz, which has 74 Boeing 737 aircraft and employs over 2,000 specialists across the country, Ryanair runs an innovation and technology centre in Wrocław – IT Labs, as well as a service and hangar base for aircraft repairs, where a total of over 400 engineers and IT specialists work – says Michał Kaczmarzyk, CEO of Buzz airlines from the Ryanair Group. – Our ground handling team in Kraków, Katowice and Warsaw currently employs over 700 specialists. This year, we will open our first Flight Crew Simulator and Training Centre in the region in Kraków, which will employ 150 people.
