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EasyJet / cancellation of booking without notification

1 United Kingdom Review updated:

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.

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Comments

  • He
      15th of Jul, 2007
    0 Votes

    Dear Andy,

    I am unable to get hold of your customer services and have been trying to do so for a good day (4 hours). I am extremely disappointed as this is my second email to you and have not yet received any response. I am a regular traveler with easyjet and i am very disheartened by the fact that all my attempts to reach easyjet through email and via telephone have not been returned.

    I was double charged for a change of dates traveling from nice to London when it was not requested.This took place this afternoon at around 2pm (French Time) when I was charged a sum of $68 Euros for the date of 13 July 2007. This is reaffirmed by the fact that in the change of booking I am still traveling on the same date and time which surely does not make sense.

    I eventually had to change this booking to my original date of 24 July 2007. I was charged a sum of $26 Euros for this transaction. Could you kindly reimburse this amount and contact me at this number : +33676974888 and e-mail : henriettacharles@hotmail.co.uk

    All these transactions were given the same reference number : ECKT6VX.

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