Complaint Rating:

Company information:
EASY JET
Kent, England
United Kingdom

We noticed that several passengers had had too much to drink prior to boarding the flight. Whilst on the flight the cabin crew continued to serve these passengers drink even though their behaviour was starting to upset other passengers. The cabin staff did warn these passengers about their behaviour but then went to the back of the aircraft to eat. One lady was becoming so upset that my husband, who is a police officer, had to go and discuss the situation with the cabin crew who then returned to the front of the aircraft deal with these passengers again. One lady was so worried that she was wandering up and down the plane trying to find somewhere else to sit. We were travelling with our daughter who is eight and she was so frightened that she was crying. I hate air travel and it is difficult enough for me to get on a plane and my experience today with Easyjet would put me off flying with them again. I just can't understand why the cabin crew continued to serve these passengers drink even though it was clear to everyone else that there was the potential for things to get out of control. The cabin crew and pilot obviously thought there was a serious problem because when we arrived at Gatwick police officers boarded the plane. I have emailed Easyjet to complain and have copied their reply below. I have contacted them again as their reply no where near addresses my issues.

Dear Mrs Wren,

Thank you for contacting us.

I was concerned to hear about your experience since it does not represent the standards of service you rightly expect from our Cabin Crew. I sincerely apologise for the unpleasant flight that you and your family has had.

Whilst I feel that the crew member concerned was acting with very good intention by enforcing the relevant regulations, I fully appreciate that there is a right way and a wrong way of doing this. We try very hard to ensure that our staff are friendly and helpful at all times.

Your comments regarding this particular flight crew will be passed to our Cabin Services manager, who will then take any action they deem to be appropriate. However, please be assured that your comments will be used to help us achieve our goal of providing easyJet customers with the best possible service.

I realise that you have had a negative experience on this occasion and I hope that this will not deter you from using our services again in the future.

Thank you for taking the time to contact us Mrs Wren. If you require any further assistance, please do not hesitate to contact us again via the contact us section of the easyJet web site.