Complaint Rating:

Company information:
EasyJet
West Sussex, England
United Kingdom

EasyJet took over GB Airways, a wholly owned subsidiary of British Airways as from January and many people booked on flights booked through BA have been re-assigned flights on EasyJet from end of March.
We booked specific flight times to accommodate (a) our son's having to be in-school for an exam, and (b) my husband's need to be in a meeting by 9am on the day of our return. When we were told of the takeover we were assured that all bookings would be honored: nothing was said about any alterations being made to days or times.

Emailed EasyJet at the time (January) to make specific inquiry about our booking - no reply. Emailed again two weeks later - no reply. Emailed for a third time - got automate reply that "all bookings will remain the same unless we notify you of a change". In other words, any sane and reasonable person would think that flights and times would remain the same, right? WRONG!

Eventually got something through from EasyJet (and they use the smallest font size imaginable, something like a 5 ot 6) and the only bit in easily read type was the bit "Do you accept flying on EasyJet" - so of course, having been reassured that all flight times and dates would be the same we said yes. Now we discover that the flight out is nearly 5 hours earlier - so school permission needed for child to miss classes, and we've just been refused. Then husband's flight back is now 12 hours later so he can't make meeting.
Have spent at least 40 minutes trying to contact EasyJet by phone for 2 weeks - have never made it through to an operator. Have tried dialing number before the official opening time, get straight onto hold and call never taken. Have resorted to hanging on for as long as it takes - longest was over 3 hours on hold, then cut off as their working day had finished.

Have tried emailing them asking for reply - NOTHING.
Have tried emailing them to ask them to call - NOTHING.

Have tried to contact their HQ - all you can get is a 'customer experience' line - eventually got through to a real live body (nearly dropped phone in shock!) but after some pleasantly accented platitudes he then told me he couldn't do anything about bookings!

BE WARNED: The EasyJet 0905 numbers are cosed at 65p per minute and upward. The 0871 numbers are costing you 30p per minute. God knows how much the 0800 number costs. Easy and Stelios should be ashamed of themselves. British Airways should take some responsibility for the shameful treatment of what were THEIR customers and sort it out. Fly EasyJet? Never willingly. I'll sell the holiday home if the only way to get there is by using this appalling "airline".

Stelios, get your act together. Get off the TV promoting yourself and do something constructive, like sorting out the augean stables that is your administration and customer service operation.