Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve explored a range of stories shaping consumer trust and travel, from shifting expectations in summer travel to digital scepticism, and the evolving airport experience at JFK Terminal 4.
We’re also discussing new updates from the European Parliament, Jobbatical, and more.
Key news
- The European Commission wants to introduce a handling fee for all small parcels originating from outside its own market, trade chief Maroš Šefčovič told the European Parliament. Low-cost items sent directly to people’s homes will be charged €2, while goods shipped to warehouses will face a €0.50 levy. More than 90% of the 4.6bn packages arriving to EU doorsteps every year come from China, many from popular platforms Temu and Shein. The fee is intended to offset the rising costs of customs checks, curb the arrival of non-compliant goods and counter unfair competition from retailers outside the bloc.
- A coalition of consumer organisations has called on the European Commission to investigate what they describe as illegal baggage fees imposed by seven low-cost airlines: Ryanair, easyJet, Norwegian Airlines, Transavia, Volotea, Vueling and Wizzair. The European Consumer Organisation and consumer rights groups from 12 countries – including Germany, France, Spain and the Netherlands – urged the Commission to take action against the airlines for “exploiting consumers” and ignoring a ruling by the EU’s top court that prohibits charges for reasonably sized hand luggage. A Spanish court recently ordered Ryanair to reimburse a passenger for such a fee.
- The world is in the biggest skills shortage in human history and governments must rethink immigration policies to remain competitive in the global talent market. That’s the view of Karoli Hindriks, CEO of Jobbatical, a company helping businesses tackle skills shortages by streamlining visa and relocation paperwork. The platform has facilitated the relocation of over 15,000 workers to 43 cities around the world and raised €20m (£17m) in funding, the Observer reports. This strategy not only addresses immediate staffing needs but also promotes a diverse and inclusive workforce, says Hindriks.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest news, including summer plans for 2025, the issue of AI chatbot breaches, and the future of passenger CX.
Canadians are rethinking major life goals amid rising costs
Canadian fintech company Spring Financial has released a report highlighting the growing financial pressures Canadians face and how they’re re-evaluating major life choices in response. The findings offer a revealing snapshot of how Canadians are managing—or struggling to manage—emergency funds, retirement planning, and even upcoming travel.
“We support millions of Canadians who need financial support, often for unexpected expenses that simply stretch their bank account too far,” shared Tyler Thielmann, President and CEO of Spring Financial. “To see how many Canadians currently feel unable to save money for an emergency is disheartening, which is why we’re encouraging Canadians to spring clean their finances this season.”
One of the most striking takeaways is that 61% of Canadians are rethinking important life decisions due to the rising cost of living. This number spikes to 70% for parents with children at home, showing that the financial strain is particularly acute among families. Perhaps most concerning is that nearly half (44%) of Canadians do not feel confident they’ll be financially secure in retirement.
While 79% of Canadians report feeling confident in their ability to manage their money, the reality tells a different story: 41% say they are currently unable to save anything after covering basic expenses. And although 70% have emergency funds set aside, 40% say they don’t have the financial capacity to contribute to these reserves regularly.
Travel is taking a hit
With summer approaching, 61% of Canadians say they’re cutting back on vacation plans. Alarmingly, 20% have previously taken on debt just to fund a trip, rising to 37% among parents with children at home.
Retirement concerns loom large, particularly for working-age Canadians. While 68% of Boomers feel on track, only 54% of Canadians overall feel financially prepared for retirement. Millennials (50%) and Gen X (52%) are the most likely to express concern about their long-term financial security.
Parents are also falling behind across multiple financial metrics. Compared to non-parents, they are less likely to have a budget, to save monthly, or to maintain an emergency fund—signs that family-related expenses are eroding financial resilience.