EasyJet
reviews and complaints

Checked in with hubbie and kid for flight to Luton on time and went straight to Security - delayed there by mega-long queue and staff shortage - got to Gate 10 mins to spare and told bumped from flight and £35 each to "transfer" to Stansted. Stone-faced girl @ Sales said £292 - had no option but to pay - and an hour later heard not from Easyjet but from 2 other passengers bumped before us from same flight that Head Office had approved £35 charge. Found someone to process this who printed out £292 charge and said it would be refunded minus £35 each - when being steamrollered what choice have you but to agree?

On return from London checked credit card and no refund - no reply from "reply to you within 24-hours helpline", tracked down phone number with live person on end (no mean feat) who told me he was refunding as we spoke... no refund. Took several more emails and over a week to get "refund" of £197 -( don't know where they get their figures from) after being assured each time it was sent to different credit card or bank accounts.

Return flight was 30 mins late leaving... no refund. I arrived on time for checking, had zero control over Security, did not hear even ONE announcement re flight closure and could not have proceeded even if I had and got to Gate before flight was to leave and I get charged and redirected and grief - looks like contemporary highway robbery but there is no Sherrif to stop this theft.

I will never travel with easyjet again!

I travel frequently from malaga to london, I have traveled with easyjet and other airlines, the last time I flew with easyjet (In may 2007), first I had to wait more than 2 hours to check in at the easyjet check in desk which was bad enough but when I landed in malaga my bag didn't come with me, so I started the very painful process of getting confirmation from easyjet to take to my insurance company. I reported the bag at the airport, sent in the forms and waited but I didn't receive any confirmation which is essential for my insurance company to pay me, I call day in and out and I always get different answers, its in the post, I am sorry but it hasn't been processed, you will receive it any day now and the # goes on and on, now 10 weeks have passed and I still haven't got this single peace of paper I need from them (P. S. You have to waist your time by calling them, usually hard to get through, forget emailing they take 15 days to respond), the last call an hour ago I was confirmed once again that all papers where there and any day now I would receive my confirmation (Once again), and no they cant do anything other than wait. So my verdict is even thou you might save a few euros (Which actually isn't the case in most flights for me, other airlines have been cheaper now and offer 10 times better service) its just not worth it.

Easyjet came out strong when it was launched with the right product at the right time but has gone really sour and should strongly be avoided.

Re: easyjet

I monshur bari booked easy jet tickets on the 26th april 2007, booking reference number ecg2kn3 and ecg2m2t. It was supposedly to be a nice family holiday, my mum who suffers from diabetes always dreamed of going to spain, my son who just turn 1 years was going on his first holiday. My three little sisters age 17, 12 and 6 were very excited as this would be their fist visit to spain, alicante, myself and my wife.

04:40hrs I arrived with my family at easy jet check-in, when producing my booking reference print out I was told that I was not on the system. I was then asked to make my way to the check-in-counter where they will deal with my problem.

04:50hrs the check-in customer representative salina explained to me that my booking was canceled due to fraud activities taking place on my credit card. I was in despair when I heard this news as I was bamboozled to were this information came from since I was not aware of this. I explained to her, that easy jet has taken payment for the bookings I made 26th april and what she was saying must be some kind of mistake.

05:00hrs floor manager tracy was very rude she embarrassed in front of other customers, accusing me of committing fraud, in which I got very upset and angry. Tracy explained to me that I could not book the flights with my credit card and that I should pay with cash. I explained to tracy that I was not informed by easy jet by e-mail of this situation as I booked one month prior. Tracy responded that easy jet do not respond to e-mails which might be involved in fraudulent activities. I explained to tracy that if that is the case, easy jet should have contacted the card company the payment was made with in return they would get in touch with the card holder, which was me. At this point I was calling up my credit card company to confirm that easy jet has taken payment from my card and no so - called refund was received, which was confirmed by the halifax customer service officer.

0510hrs I excepted the fact that there must be some kind of mis understanding, to resolve the situation to get every body on their way I opted to pay for it in cash. I handed the money over only to find out that easy jet have sold my seats and there were no seating available. To this I was furious, you can understand my situation at 5am with my family I just wanted to get to my destination. I was given a reason from easy jet who are under mining halifax credit card service that there were fraudulent activities taking place on my card, which resulted in my booking being canceled. When there was no such thing which I can confirm in writing from halifax bank.

05:20hrs I refused to except any liabilities and demanded that easy jet put me and my family on an early flight to alicante as they have caused a great error, I refused to leave the desk until so... Jeanette (Manager) called the police on me.

05:30hrs p. C cole arrived on the scene badge no. Cc601 job serial no: 161 after his conversation with me, he concluded after providing him with evidence, pc cole physically speaking with halifax credit card service agent to confirm that easy jet has taken payment for the booking I made and the money was not refunded. Pc cole also clarified the visa card I made the initial booking was in no form part of a fraudulent use. Pc cole informed I should come back to the desk at 09:00hrs to speak with the finance team who will try and resolve my situation.

09:00hrs came back to the desk to call the finance this is the response I got as following e-mail:

Thank you for contacting easyjet. Below is the details of your request and our response. Should you need to contact us further regarding this matter, then please visit the contact us section of easyjet.com and submit another question.

Subject:

Pax req conf of what happened on his booking, which was canx due fraud.

Discussion thread
Response (Petra wax) 23/05/2007 09.35 am

Dear mr bari

I am writing to you regarding your booking ecg2kn3.

I was very sorry to hear that your booking was canceled and for this I would like to offer you our sincere apologies.

As discussed on the telephone, I can confirm that your booking was canceled due your contact details being to another booking, which was canceled on request of the card holder bank due to fraud. I can confirm that the amount of £654.50 was refunded back to your bank on 27th april 2007 and we would advise you to claim the amount through them.

Once again, I would like to apologize for any inconvenience caused. To read more about our policies, please click on the following link http://www.easyjet.com/EN/Book/regulations.html

For quick reference, many questions can be answered under the "let us help you" section in the bottom left corner of our website.

Thank you again for contacting us mr bari. If you need any further help, please don't hesitate to contact us again via the contact us section of the easyjet web site.

Yours sincerely,
Petra wax
Customer services representative
Customer (Entered by petra wax) 23/05/2007 09.35 am
Pax req conf of what happened on his booking, which was canx due fraud

I am very upset with the whole situation I have spent a lot money for this holiday with my family and lost out on the villa I paid for in alicante. I have forwarded this letter to halifax credit card service who does not have a clue what your talking about and has agreed to refund my money from easy jet on the grounds that you did not provide me with a service, I paid for. I will be getting a confirmation letter from halifax credit card service to state that there were no fraudulent activities on my credit card. And that easy jet did not refund my money back to bank or inform them of any fraudulent activities. Together with this I will send all the corresponding letters to the consumer protection group, civil aviation authority. I have visited my citizens advice bureau and seeking legal advice for the grief that was caused to me and my family missing our holiday. I need to know in writing how you will help me to understand the conclusion you came up with, so this error does not happen again and to compensate me and my family for our loss which you have created.

One furious consumer... M bari.

When boarding at Gatwick I was charged twenty five pounds because my luggage weighed 5kg over the maximum weight of 20kg. I find it completely unfair that there was no pre-warning of the maximum weight. There were several other passengers who were also forced to pay charges and whom were all also unaware that the maximum weight of luggage was just 20kg. Incredibly, there is a sign which reads " weight restrictions apply within reason". I do not believe that a twenty five pound charge is reasonable for 5kg. If Easyjet wish to be so strict with these rules then why don't they make it clear to flyers that this is the case? I suspect it is so they can make hundreds of pounds a day from their customers who simply do not have a choice in the matter. I think it is only fair that customers should be informed of the rules prior to their flights so they have the opportunity to ensure they do not go over the restrictions. To let people arrive at the boarding gate then tell them they are carrying too much is a totally unfair system. After all, the flyer can hardly do anything about it once at the gate.

I have traveled all over Africa and have found myself in all sort of delicate situations. But my Alicante airport incident gets first prize. On Friday 30th March 2007 I attempted to check in at Alicante airport on my way to Geneva. I was 2 kilos over weight and asked to take out any heavy object from my suitcase. I asked if it was possible to make an exception since I had no hand language. I received a firm no. I realized that the check in employee was not at liberty to take that difficult decision. I did not insist but asked if the manager could come and agree to my request. The very young manager arrived and said no. I explained that I did not have a bag to put the extra 2 kilos into and if he could make an exception. At that moment I realized that he did not have the professional skills to deal with the situation as he became quite rude. I reacted by saying that I would report the matter to his boss in Luton and asked to see his badge. He immediately turned the badge around. I tried to touch his badge where upon he violently grabbed my arm and threw it back at me. He proceeded to move his 2 meters and 100 kilos once step closer to me where he told me to shut up and never ever touch him. As I am not violent and realized that the situation was getting completely out of control I obeyed and immediately took out 2 bottles from my suitcase. I then approached the check-in desk where the Easyjet manager completed humiliating me by ordering the check in girl to not check me in. I pleaded with him using a number of “Please do not do this, sir” and “Please check me in, sir”. I was completely ignored and then left stranded. Having realized that a spiteful young dictator was on the loose I tried to contact a manager in Luton or Geneva with the intelligence to put a stop to this absurd situation. By chance I had one Luton phone number in my possession since Easyjet had lost my suitcase when I arrived in Alicante. This proved to be a dead end. I then called my wife in Geneva and asked her to get hold of someone in Geneva or Luton to solve this problem. Some telephone numbers lead to answering machines and the rest to people saying “please make a complaint on the internet”. As we live close to the airport my wife got into the car and tried to find someone that could be of some sort of assistance. With luck my wife recognized a marketing director that we had seen a couple times on Swiss TV. On my wife’s mobile phone I quickly explained to this director that Easyjet would no longer talk to me or sell me a ticket and that I had no access to internet to make a reservation for the next day. Furthermore I did not have enough Euros to take a taxi to get back into Alicante. This gentleman saved my life by making a reservation for me for the next day. When I asked about taxi fares and hotel he answered that it was my problem and to be happy that I had a free ticket. As I am not a person to ask for charity I will of course pay my fare if Easyjet can prove that I was wrong. But I have a feeling that I will end up sueing them. After obtaining a “free” ticket 4 hours after the incident I proceeded to the airport police to report the Easyjet’s manager’s aggression. An hour later I left with a document describing the incident. I recommended to the police and to Easyjet (in an email to Easyjet Geneva) to verify my story by taking a look at the security camera’s footage of the incident. This experience made me think more deeply into Easyjet policies and work force. I am certainly upset with the young dictator but I am outraged at the manager that put him into this job. I have traveled quite a few times with Easyjet and I have noticed that there are only very young inexperienced persons that work with this company. It appears that there is some sort of unwritten understanding that we agree to be treated like cattle because on some occasions we are able to buy cheap tickets. What is not immediately apparent is that Easyjet pay there unqualified staff very cheaply and at any given moment disgruntled staff take revenge on their passengers who are the cause of their low salaries. As a consequence there is a high turnover of young staff which reflects on the quality of security in their planes. Easyjet have found it economically much cheaper to confront dissatisfied passengers than to employ qualified staff with higher salaries that would immediately solve 99% percent of passenger problems. It is furthermore Easyjet’s policy to make it virtually impossible for anyone to complain by phone. I have attempted to make a simple complaint by email and received an automatic answer that I would probably receive an answer in 20 days time. During this incident my wife found out that this Alicante Easyjet manager had discovered in the same day that I had pressed charges for his aggression against me. As I felt that my safety was threatened I could not sleep that night fearing that the dictator would be back the next day to carry out a new spiteful vengeance. I tried to email andy AT easyjet.com (he could be some manger) to ask him for protection but never ever received an answer. So much for security and client satisfaction. I would recommend to all future Easyjet passengers to make sure that they obtain before leaving home a phone number of an Easyjet director with the power to sort out immediately problems originating from their incompetent staff.