Complaint Rating:

Re: EasyJet

On the 8th September 06 my husband and I checked into Newcastle Airport to catch the following flights:

FLYING OUT FRIDAY 08 SEPTEMBER 06 Flight from Newcastle Airport FLIGHT NUMBER 512 EASYJET BOOKING REFERENCE EBHZJGL. FLIGHT NUMBER 314 RYAN AIR BOOKING REFERENCE YK5DBEFlight from Stanstead 11:15 a.m. – arriving at 14:15 At (VSB) Verona Brescia

Check in Times between 04:40 – 06:10 Flight at 06:40 to Stanstead – arriving at 07:50

However, on arrival and queuing at the check-in desk we were informed that the flight to Stanstead had been canceled, the young lady directed us over to the EasyJet Helpdesk, where another young woman helped us.

She was so helpful, she explained that the flight had been canceled for some time and that we should have been informed.

Her immediate thought was how to get us to Stanstead Airport to catch the connecting flight from Stanstead 11:15 a.m. – arriving at 14:15 at (VSB) Verona Brescia. She approached a Taxi driver outside the terminal, but he reckoned there would not be enough time.

Next plan was to go the following day from Newcastle Airport with EasyJet and she would contact Ryan Air to rebook our flight. This failed as there were no free seats on Ryan Air - to (VSB) Verona Brescia until the following Tuesday.

Then she came up with giving us a flight direct to Rome from Newcastle Airport, which was leaving that morning at 07:35 Flight No 6471. However, she explained that from Rome (Ciampino) we would have to get to Verona ourselves.

Gerry and I discussed our options and thought that at least we would be in Italy and from there we could either get a train or an internal flight.

On arriving at Rome (Ciampino) Airport we took the Terravision coach into Rome city centre – railway station. Here we made inquires as to a train to Verona. The only train with seating available would leave that evening at 19:35 changing at Bolognia and taking 7 hours to reach Verona. We had left home at 03:45 that morning and could not face all that waiting and length of time on the train.

So we made inquires about an internal flight to Verona – there was one from Rome Fiumicino Airport at 18:25 taking only 1 !/2 hour – we chose this option and bought the tickets from the railway station the flight was with Meridiana. We then had to catch a train to Fuimicino Airport.

I then had to buy a telephone card and contact our hotel in Garda and ask them to cancel the Taxi we had ordered to pick us up at Brescia Airport and now rearrange to have a Taxi to meet us at Verona Airport at the later time of 20:00

We arrived at Verona Airport at 20:00, were we glad to see our Taxi driver. By the time we had checked out of the Airport and arrived at the hotel the evening meal had finished serving. The hotel laid on a cold table in our room with a bottle of wine, from then on we started to relax.

Not the best of days I have to say!

Having paid for a flight to (VSB) Verona Brescia with Ryan Air and not using the ticket the young lady explained that we should make a claim for any incurred expenses through our booking Agent - Albany Holidays ATOL No 6726 proprietor Mr David Ramsey, on our return.

On our return we did as suggested by your rep and contacted our Booking Agent – he says he was not notified of any changes to the flight. Mr Ramsey has given us your address and asked us to send all receipts to yourselves. I have posted this letter with the enclosed documentation via Recorded Delivery. All the original receipts are enclosed plus a stamped addressed envelope for you to return them to me when you have finished with them. In the meantime I have taken photo-copies for my records.

I hope that you will have all that you need to recompense our outstanding monies.

Mrs Heather Cattanach

Ps: please note that our return journey went like clock work!

Enc: Flight Tickets to Rome Ciampino
Bus tickets to Rome Station
Train ticket to Fuimicino Airport
Flight Tickets Verona
Phone Card
Original Flight Booking from Albany Holidays etc.

Mrs Heather Cattanach Holm LeaCraghead LaneCraghead Tel: 01207 282 526Fax: 01207 233 808Email: gcsecurtitydata@totalserve.co.uk
Stanley Co. Durham DH9 6DY

September 26, 2006