easyJet used a virtual airport simulation to train customer-facing agents. Trainees take the perspective of travellers, explore the customer journey, observe service practices and practise soft skills. Serious Factory says it built the simulation with VTS Editor and delivered it on VR headsets through VTS Perform.
According to Serious Factory, the programme launched in 2019 and became part of classroom training at nine sites in seven countries. Its case study reports more than 6,000 employees trained over two years. A 2022 event listing describing a presentation by easyJet's Mehdi Gana and Serious Factory also identifies the 2019 VR training deployment. The vendor reports improvements in customer satisfaction and first-contact resolution, but the published material does not provide the measurement method or period, so those figures are not treated here as independently verified outcomes.
