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EasyJet

EasyJet review: terrible service! 50

L
Author of the review
12:00 am EST
Review updated:
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This review was chosen algorithmically as the most valued customer feedback.

As with most companies nowadays, the European airline, Easy Jet, provides sub-standard customer service. My complaint with this airline has to do with a double-booking I made because, when I went online the day before my flight was to depart, I could find no record of my booking in my itinerary on their website. There was information about a different booking, but none about the following day's, which made me think that it had somehow not been made. Since I was concerned about getting on this flight, and, being in France, had difficulty reaching an English-speaking customer service rep (though I did have my sister call the London office that day, only to be told that I would have to call them), I decided to make a second booking. I assumed I would be refunded once I explained what had happened.

When I spoke to an Easy Jet rep at the Nice airport the following day, I was assured that all I had to do was go online when I got home and there was a form I could fill out and be refunded. When I tried to do this there was no such form and in fact their policy indicated that they only made refunds in cases of sickness or death. Nonetheless, I made my case by email, still confident that my money would be refunded, as the confusion had originated with their online booking system. After waiting 3 months for a response I finally received one, telling me that I was only entitled to a credit, for the price of the first booking, which was considerably less money than the second, and made no sense to me, as the second booking was the redundant one.

When I called and spoke with a customer service rep I was told that my complaint didn't qualify as a duplicate booking because it didn't meet their definition. The person I spoke to was sure I had no case for a refund due to the time that had elapsed between the two bookings, regardless of any responsibility Easy Jet may have had for the initial confusion. To me their definition is overly rigid and (conveniently) doesn't take into account the reason for the initial confusion--a problem with their website. The rep had no interest in hearing that this might be something they should look into.

I feel I haven't been heard, that Easy Jet hasn't accepted responsibility for their error, and that the credit they've offered me (which I won't be able to use as I won't be going to Europe in the 6-month time period they allow) is for the wrong booking, though clearly the one that best serves them, since it is 1/4 the dollar amount of the duplicate booking. I am steaming mad and feel potential customers should know about the problems they may encounter and the response they may get if they use this airline.

Apparently nowadays discount means sub-standard.

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50 comments
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Lizzie T
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Aug 03, 2008 7:35 am EDT

I have had similarly bad experiences with easyjet. They are exploting the the vague term of 'extraordinary circumstances' to ensure compensation is almost never required. It is perfectly clear that short turnaround times is something they chose to do to maximise profits at the expense of reliability for customers, and the vague legislation is convenient.

I will not use easyjet again.

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Taylor Gillespie
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Jul 20, 2008 6:01 pm EDT

I will never fly with this airline again.
I tried to book our Christmas vacation as every year but now they put in extra charges for your baggage, sports, taxes, and many more.
This is just not what this airline was all about to start with offering low cost, easy on-line bookings with no frills.
I am afraid the days of easyjet are now numbered and we will be booking with other companies in the future.
They should be renamed as NOT VERY EASY JET AS WE ADD ON LOTS OF EXTRA MONEY TO YOUR BOOKING.COM.
This company was sold out at the right time by Stelios as it cannot supply what its name suggests -EASY.
Try booking and you will see what I mean!

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kim billington
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Jun 12, 2008 1:27 pm EDT

my niece weny to cyprus 9th june 4 two wks to see her fella who is posted out there.she arrived in paphos airport 6months pregnant to find they had lost her luggage she was told it would take 3 days to find it.at the time of sending this she still hasnt got it.she was given no help no money towards getting anything.its disgusting how they have treated her.as soon as i get the correct e mail add they will certainly b hearing from me.

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mary hinds
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Mar 05, 2008 5:28 am EST

I agree, I have been trying to get through to easyjet to complain
that I paid £278.06 for my flights to Malaga with meal BA. Now I have been put on an Easyjet flight with no meal flight costing £205.92 and no one wants to credit me £73.00 I am furious each time I ring I am left on hold and eventually the lines goes dead. This airline should be banned from operating.

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Hugh Jordan
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Feb 27, 2008 3:50 am EST

I had a problem with easyJet's speedy boarding at Budapest in February. As in when the flight was called, there was no call for SB, followed by SA, A and B in that order.

There was just a general scrummage.

I asked EJ for a refund, but they say that SB is non-refundable.

I believe they are in clear breach of contract and I want my money back.

Trouble is it costs time and money just to get a couple of quid. Wonder if there are sufficient fellow sufferers to work togther?

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Rabia Belatoui
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Dec 19, 2007 3:48 am EST

Easyjet mean easymoney for the company, they create the online service and the phone line to make money only, they don't care about the customers service.

What easyjet do is to create in easy wealth and now easyjet need to be stop doing that.

Please contact the Air Transport Users Council CAA House
45-59 Kingsway
London
WC2B 6TE
Phone: [protected] (Consumer advice line Mon to Thurs 9.30am to 2.30pm)
Fax: [protected]

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Rabia Belatoui
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Dec 19, 2007 3:43 am EST

I agree and easyjet need to be stop doing that, the best option is to contact the Air Transport Users Council CAA House
45-59 Kingsway
London
WC2B 6TE
Phone: [protected] (Consumer advice line Mon to Thurs 9.30am to 2.30pm)
Fax: [protected]

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dadi shroff
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Sep 17, 2007 4:29 am EDT

Dear Sir
Ref.no ECFPN8S I HAD TO CANCEL OUR FLIGHT FOR 28TH AUGUST TO FARO&RETURN 2ND OCTOBER AS MY WIFE HAD TO HAVE A OPERATION ON 20TH SEPTEMBER.I CLAIMED ON MY TRAVEL INSURANCE BUT THEY NEED A LETTER FROM YOU PROOF THAT WE DID NOT USE FLIGHT 5419&5412.WE HAVE BEEN VERY HAPPY WITH EASYJET & HAVE NO COMPLAINTS.
THANKING YOU
MR.D.SHROFF

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Phil Blinston
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Sep 07, 2007 11:32 pm EDT

VOTE WITH YOUR POCKET. GIVE ARROGANT ESYJET A BIG MISS.

I have flown with easy jet for years till yesterday. I was on a flight with my family. I'm an Airport Fireman so know very well how to open the exit doors and told the steward also. I also displayed to him how to do open an exit door on the command of the Captain. The Steward then made a point of targeting me. Not other older passengers who had not read the emergency info, and also when I asked then didn't know how to open an exit door. This is a concern to me, because my job is to save life and not pay lip service to rules. However the steward for some reason complained to the Captain. The Captain came to speak with me. He was in my face as they do to see if I'd had a drink . I had not, so that idea failed He then said he didn't like the way I'd spoke to his steward. I told him that I'd not spoke to him in any way but to disagree. No shouting, nothing. They went away and came back 10 mins later. The captain asked me to the front of the plane. He said his steward wasn't happy to fly with me. I told the captain, I wanted to get home with me family that is all. The captain said personally he thought it was a clash of personality but his steward didn't want to fly with me so I had to be taken off the Aircraft. I was aggressive. I displayed again and explained in great detail how to open an exit door if needs be. The Captain said I had to quote, (pay lip service) and pretend to read the emergency card, even though I told him other people had not and even though I told him in detail that I knew what to do, because of my profession and more over when through the procedure with ease. This still wasn't good enough, and he insisted again, that I had to pay lip service to it in order to stay on the Aircraft, and also now apologize to the Steward as well, and more over if the Steward did not accept my apology I would still be removed from the Aircraft. They had me over a barrel so as to speak. I wasn't alone flying. My partner and 2 kids were also on the flight and I would have been stuck in Spain. I did be grudgingly force my apology and shook hands with the Steward who loudly accepted! And I was allowed to stay on the Aircraft. I did say it takes a bigger man to apologize and I note that there's no apology from the Steward. I told the Head Steward on leaving the flight, to check their data base, and they will see I have flown with easy jet for years and never once had any problems with Stewards, and in fact they were pleased that an Airport Firman was sat at an exit door.

I know it all sounds quite mad. Maybe a sign of the politically correct times when they apply rules and don't care so long as people disregard them so long as (lip service) quoting the Captain is paid to those rules. As I life saver it is more important to know what you’re doing rather than being dependent on someone who does not, but that's OK because he s lied and says he read the emergency sheet. I did ask the other passengers in the exit seats to display to me seeing as they had so called read the sheets to display to me if they knew how to open the exit doors. The Captain said I had no right to ask them that, and indeed they were angry at me.

On the 737 Airtours incident at Manchester people died piled up behind exit doors. I wonder if the first passenger nearest the exit door knew how to open the exit door. He may have paid lip service to it as the Easy Jet Captain said to me. No one will ever know.

There is no point complaining to anyone in so far as my problem is concerned. Experience tells me and again to quote their Captain, I am sure they will pay lip service to me, no more than that.

Instead, I strongly urge people NEVER to fly easy jet again. I am 52 years old and have never been treated so badly on an Aircraft as I was yesterday 7th September 2007. Lip service appears to be the easy jet catch phrase. They won't get another chance ever to pay it to me! Philip Blinston.

I am proud of what I do. I have been involved in saving life and was awarded Employer of the year at Manchester Airport once upon a time. What’s the point though? They weren’t interested in what I knew, who I was. The plane took off and all was well. There may well be a time when it does not. I don’t want to be on easy jet when it does not! Thank you for reading.

Philip Blinston. (phil_uk77@hotmail.com)

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anonymous
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Aug 25, 2007 4:03 am EDT

I work for easyjet at luton airport, I wanted to complain that there are few staffs who take cash payment over the checkin desk (goes in pocket) and don't send passenger to sales desk. Also ask for box of sweets or any gift for not charging excess baggage. I am sure that the manager, supervisor and cog know all this but do not bother. Who will check this then?