Guernsey's airline moves its call centre to Fiji

Wednesday, 9 April 2025 06:40

Aurigny says the move from the Bailiwick will save money and calls are answered far more quickly.

Aurigny is using the aviation call centre provider Mindpearl to answer its calls. It says it has experience handling airlines globally, including major European brands.

It is based in Fiji, 10,000 miles away from the airline's Guernsey headquarters.

For years, calls were answered in Alderney and then the operation was shared with customer services in Guernsey. The move to Mindpearl happened in January 2025.

The States' owned airline says the decision was made to improve the quality of service and keep costs down.

It says callers now have an average wait time of 1 minute and 15 seconds - compared to more than 10 minutes at the end of 2024 when calls were handled locally.

Aurigny has confirmed that staff previously servicing calls have been moved to the broader customer services team.

Aurigny's Acting Head of Customer Experience, Clive Acton, says the change allows them to serve islanders better:

“We understand our community value hearing a familiar voice on the end of the line.

"However, we also know that what matters most in those moments is getting through to someone who can help as quickly as possible.

"By partnering with leaders like Mindpearl, we’re able to do both: offer a faster, more reliable service on the phone while our own core team focuses on customer care and support during times of disruption."