EasyJet Customer Service Complaints - page 2

Easyjet customer care sucks. They do not respond to emails, when you phone them at your cost, you have to explain the whole issue again to another operative. They give you a claim reference, but do not use it, therefore you keep repeating yourself, you supply the required information by email into a bucket account, they do not confirm receipt, therefore you phone them again and start the whole process again. They want your money paid at the time of booking, however are very reluctant to fulfil their commitments.

Why don't Easyjet publish their phone number anywhere on their website? There appears to be no "Contact Us" option, they don't answer the telephone anyway and I assume we are kept waiting at our own expense quite deliberately to generate income.

Unfortunately, easyjet don't have competition in the UK markets. Other airlines (budget or otherwise) don't fly the routes, frequency that they do. Why means that the fares are not really budget anymore. Having had to use them for many occasions, here are the various ways in which Easyjet hassles it passengers
1. Frequent delays - this is brought about by quick turnaround times, same flight flying multiple locations on the same day, so a delay during any part of the journey has a cascading delay into the next.
2. Far away gates from where to board/disembark - To save costs, they will may you walk the length of the airport to use a gate that no sensible airlines uses. From there, where wont be direct ramp into the plane. So you get onto the tarmac in the cold, wait
3. Using buses instead of gates where to board/disembark - To save further costs, they pick you from the gate, herd you on buses that take you to somewhere close the the runaway where you board the flight. Saving costs for them and wasting time of passengers
4. Making passengers wait everywhere - Even now with reserved seating, they just LOVE to make passengers queue and herd around
5. Not having a clue about onboard storage - SOmetimes overestimating the number of cabin luggages and forcing people to put it in cabin. Other times, underestimating the number of cabin luggage, doing NOTHING to make passengers put smaller piece of luggage below their seats, and then making passengers queue again in the aircraft to get their luggage put in hold.

If I had a choice, then would use other airlines.

Not so EASY Reliable EASYJET with a THOMAS COOK AGENT BELFAST not allowed to print flight tickets boarding passes in small print after hitting bookings taken £900.847 for 2 last minute to Malaga Fuengirola only 7 nights no exchange of hotel he put us too with extream noise by London bar cock roaches in rooms cold food served etc... it is extremely out of reach this EASYJET EU not allowed travel agents to print your boarding passes and tickets at any shop any time wanting public elderly to MUST HAVE OWN PRINTER AT HOME IF GIVEN EMAIL NEVER AGAIN WILL I GIVE THAT ONE AWAY - would have went the other way JET2 FLIGHT but his package was 8% HIGHER TOTAL COST WISE UP EASYJET LET SHOPS PRINT FRIENDLY TICKETS PASSES NOW ON

Dear Sarah et al.,

Thank you for your response. I appreciate that airlines have rules in place to ensure that each flight is safe and manageable and fully agree and adhere to these whenever I fly for business or, in the case of our Corfu trip, for holidays.

The issue with the charge is not primarily directed at these rules. Rather, that the rules you put in place were not followed by your staff and you seem to deny this fact by apportioning full responsibility to me, the passenger, to deal with baggage once tagged and checked in at the gate. Easyjet's terms and conditions suggest otherwise. I appreciate, however, that you probably would have me simply climb up into the hold and place the bag there myself, but this would probably violate not only your rules, but those of the body governing pre-flight boarding protocols. You sneaky trickster - are you trying to get me in trouble?

Easyjet has failed to take responsibility for my bag, claimed that I needed to pay for and stow the bag in the hold for safety and management purposes, but then failed to do so.

I was initially quite excited with the prospect of using Easyjet's services. You fly to so many destinations across Europe and it seemed a great way to move about the continent.

However, my first, and last, experience with Easyjet has hardly been 'easy'. It is clear from the tenor of your response that Easyjet is not concerned with retaining customer satisfaction, despite bold statements to the contrary in the company's annual prospectus.

I understand. We are money, boosting profitability and what better way than to charge additionals for services that are not provided, or needed. Since the extra fee is important to you, please keep it - you earned it. Congratulations! Your work has been accretive - argue over GBP40 to lose GBP1000's in future flights over the next five years. Well done!

I am booking a flight to Copenhagen now, so thank you for your timely feedback. I see on my screen that you are offering a cheaper fare, but I will pay the extra GBP20 to fly with Norwegian Air, and then on to Reykjavik via Iceland Air.

Happy travels!

Regards

The penitent traveller

Well here we are second time in a row EasyJet cant manage to fly an airline on time. We are in Edinburgh waiting and your Luton glight is delayed AGAIN. Unacceptable to have anyone in upper management where their backsided aren't bruised or summarily dismissed. I was unfortunate enough to see & wear your laughable attempts to fly planes in Schipol to Edinburgh. Now I'm stuck here what a pathetic effort!

This is probably the last time I will fly with Easyjet after this incident. Last month, we were 5 minutes late to check in and despite the fact that they knew the flight is more than an hour late, they refuse to allow us to check in. We were advised by their customer service to leave one of our companion to take the next flight and the 3 of us to take the flight so that we will only pay 80euros so we agreed. However, when our companion was ready to take the flight, he was told he needs to purchase a new ticket and pay for extra luggage (which we already prepaid). He ended up paying more than 200 euros. So what is supposed to be a short morning flight, turned out to be a whole day of waiting at the airport as the next flight was also 2 hours delayed! After our trip, I reported the incident to their customer service and requested for a refund but I was told that there is a 2-hour limit to the 80 euro offer which was never communicated to us, otherwise we would have complied!! I think Easyjet is a disgrace and has the worst customer service from all airlines. I am now just reading all other negative comments from other passengers and I am shocked that they are being allowed to operate like this with no repercussion.

Easyjet are truly heartless, money grabbing rotten scoundrels.
We booked a holiday on the 20/01/15. My husband had end stage renal failure and we were just putting together the final stages of him having dialysis treatment in Crete for the 10 days before w purchased holiday insurance.

On the 14/02/15, our lives changed completely and my husband was fortunate enough to receive a kidney transplant.

He now cannot for medical reasons fly or leave the country for a year.

Easyjet are refusing to refund our £500 deposit, even in this extraordinary circumstance.

It is not that we are cancelling our holiday for personal reasons it is a necessity.

It is disgusting how they treat people and can keep getting away with it.

I shall not give up as I am not giving them £500 of my hard earned money.

Easyjet are selling holidays as part of their online experience. Be warned. They will not take any responsibility for the fact that the hotel later declined the booking. In other words, if you want to stay in a particular hotel and book with Easyjet as a result, they will distance themselves from any issues. The reason they gave was that the booking was actually through booking.com (on their website they present the fligh+hotel as a seamless experience). So I have just spent an excruciating 58 minutes on the phone to India to try and move my flight to a date that the hotel could accommodate. Easyjet eventually agreed to not charge a flight change charge. In order to change the flights to a comparable time a week later (when the hotel could accommodate me), would have cost an extra £300. They refused to contribute in the slightest to this cost. So I have had to book inferior times which was actually slighly cheaper. However, they did not subtract the difference in flight cost of £58. The supervisor Danny Fernandez refused to come to the phone and left Aarti Joshi to deal with the call. Really really poor decision making. Very disappointed.

Last year alone I booked 100 flights with Easyjet, and this is what you get in return?

I made two group bookings last year, for the first week of March this year. During the booking process, your collaborator told me that about three weeks before the flight, I would get an email with a spreadsheet attached, to be filled with passengers names and details. As this had been the procedure in the past, I expected the spreadsheet to be on my email account by today. But it wasn’t. So I contacted your services and I was told I would get an email with the requested spreadsheets ‘in a while’.
I got an email indeed, but as an attachment, I found a random spreadsheet, with no names, no reference numbers, no identification. When I called to confirm why I had only gotten one and why there were no details on the files, my call was unanswered. As this happened for the next three times I called, and it was still 4.30pm, I started trying other departments. I was told to call group bookings about five times, before I manage to finally explain I already had the group bookings number but no one was there to reply! I had to ask for a supervisor who would help me and understand that as much as you give a costumer a phone number, it doesn’t really help them if there's nobody there to pick up the phone.

I kept hearing I was calling 'out of office hours' even tough the voicemail message clearly says otherwise, (8am to 8pm) and the email I got from Easyjet also stated differently (8am to 5.30pm).

I had to call 4 different numbers, speak in three different languages, to five different people and wait for 52 minutes to get a hold of a supervisor who, as thoughtful as he was, could not help me.

On Friday at 11pm we still didn’t have an answer from Easyjet so we could only send an email. We have a problem, caused by the lack of attention to detail, no solution and apparently none of your collaborators or supervisors can solve it for me. OK Estudante is a good client, and we had hoped to keep doing business with your airline. But as you may understand, not if we’re ignored this way.

I spoke to Pedro and Melson Saldaha. I can not recall he supervisors name, but as he said he would report this situation, he shouldn’t be to hard to find. We were told to be contacted over the weekend, but have not heared anything back until now. I would also appreciate an answer in writing, to this email account. I would like to have this situation solved as soon as possible, as I have 40 passengers awaiting information. Those are students who want to visit their future universities! You are stopping them, they are eager to learn, broaden their horizons and care for education!

Easyjet makes your life hard! I booked 100 flights with them and get the worst treatment!

I made two group bookings last year, for the first week of March this year. During the booking process, your collaborator told me that about three weeks before the flight, I would get an email with a spreadsheet attached, to be filled with passengers names and details. As this had been the procedure in the past, I expected the spreadsheet to be on my email account by today. But it wasn’t. So I contacted your services and I was told I would get an email with the requested spreadsheets ‘in a while’.
I got an email indeed, but as an attachment, I found a random spreadsheet, with no names, no reference numbers, no identification. When I called to confirm why I had only gotten one and why there were no details on the files, my call was unanswered. As this happened for the next three times I called, and it was still 4.30pm, I started trying other departments. I was told to call group bookings about five times, before I manage to finally explain I already had the group bookings number but no one was there to reply! I had to ask for a supervisor who would help me and understand that as much as you give a costumer a phone number, it doesn’t really help them if there's nobody there to pick up the phone.

I kept hearing I was calling 'out of office hours' even tough the voicemail message clearly says otherwise, (8am to 8pm) and the email I got from Easyjetalso stated differently (8am to 5.30pm).
I had to call 4 different numbers, speak in three different languages, to five different people and wait for 52 minutes to get a hold of a supervisor who, as thoughtful as he was, could not help me.

On Friday at 11pm we still didn’t have an answer from Easyjet so we could only send an email. We have a problem, caused by the lack of attention to detail, no solution and apparently none of your collaborators or supervisors can solve it for me. OK Estudante is a good client, and we had hoped to keep doing business with your airline. But as you may understand, not if we’re ignored this way.

I spoke to Pedro and Melson Saldaha. I can not recall he supervisors name, but as he said he would report this situation, he shouldn’t be to hard to find. We were told to be contacted over the weekend, but have not heared anything back until now. I would also appreciate an answer in writing, to this email account. I would like to have this situation solved as soon as possible, as I have 40 passengers awaiting information.

Until now, nobody has shown any interest in helping to fix this situation!

Stuck in bilbao currently having to wait three hours for flight to manchester which means I'll miss my connecting flight to Edinburgh. Second time in just over a week that this has happened with easy jet. If you can avoid them please do as they are not worth a dime of your cash.

Just got off the phone with Easy Jet in tears! The guy shouted at me and refused flat out to let me speak to a supervisor his name is Gareth David and his customer service was absolutely disgusting!

He called me a liar and told me he won't let me speak with the supervisor because HE feels there is no need. i PAID £800 FOR A HOLIDAY AND I AM NOT EVEN ALLOWED TO SPEAK TO A SUPERVISOR!

Trading Standards will be being contacted today!

NEVER book with Easy Jet!!!!!

I booked a trip to Amsterdam from London Stansted, Unfortunately I made a mistake when I click for the dates and because it was late evening y had to wait until next morning to call them to amend my booking.
when I finally reached customer services I was charged £56 for the correction but they took £256 from my bank account, when I contacted them about this they said that I should wait for them to call me back, of course it didn't happen, after several calls from me they finally decided to call me back only to let me know that the amount the took from me was right and the agent made no mistakes, when I asked for a copy of the phone conversation they wanted more money from me in order to send me the conversation but on paper not the real conversation I had. Eventually they know how to manipulate the system and they got away with my £200.
leaving me very frustrated and disgusted with their service.

The security procedures at Berlin Schoenefeld Airport was such a DISASTER and took so long on the 9.2.2015 that I stood in the cue for more than 40 mins.(only two active lanes for so many people???) The boarding gate for my flight closed at 16:30.. It was exactly 16:30 when they started with my security procedures. When I have heard a boarding call for someone on the same flight to Basel I had no choice but to finish the security proceedings as we were in the middle of it. The security did not care at all. As I got to the gate (61) at around 16:36 the door was locked.. I walked around to check at other gates as this was very strange that the door was actually locked to a boarding gate. On my return I found 3 other people in the same situation. All of our tickets were scanned at the start of the security proceedings,so Easyjet's employees must have known that we were in the process of going through security. We tried the boarding gate next door for the flight to Brussels with no luck(just a very obnoxious Easyjet employee) but saw our boarding gate through the class window..people were still in the cue..we also saw the board saying Basel 'Boarding' We were locked out like animals with no one to assist us. Back at customer service the guy was not helpful at all, told us the next flight was already fully booked and that the next available flight would be the next morning. We were NOT late!!!WE GOT HELD UP BY SECURITY AND WERE AT THE BOARDING GATE 20 MINS PRIOR TO DEPARTURE!!!!!! The situation was out of our hands! I think it is cruel to refuse someone on the plane who complied with the rules and regulations. If I started maybe 10 minutes earlier I could have made it but on my way to the airport my express train was 10 minutes delayed..that was also not in my hands. Where is the allowance for human error or unforeseen circumstances? I did not inconvenience anybody and if the door was not locked I would have normally stood in the cue with the other passengers.
This is unacceptable. I will never fly with Easyjet again and will make sure that people get informed about the rudeness of this airline in order not to fly with them either.

I have been flying with Easyjet for more than 16 years and I am in shock at the lack of respect and service by their behavior this year, I have had 27 flights cancelled without notice of any kind leaving my son stranded at airport holding a boarding card for flight wiped out , thousands of pounds lost for the company due to supposedly 28 pounds I owe them from 14 months ago where they would not even tell me what it concerns, and only came up with it a month ago. I thought it was a hoax. I am taking steps to solve this on higher level or else move to Court proceedings. Disastrous! In the meantime it did not bother them to take several thousand from me on flights which I did board , now all of a sudden this …

website indicates you can cancel a booking - no you can't
you have to speak to someone in India who does not recognised Christopher as a first name - and needs you to confirm phonetically every letter
and puts you on hold to a very loud, distorted looping sound track
Abysmal - truly truly abysmal

Trying for over an hour to book a flight,the `website´is a total Cluster,it sends you from to Xmas,I think I´ll drive the 1200 kilometres,by the time I eventually book a flight,If ever, I could be halfway to the UK!

Still no flight!!!!

Hello, I did some in flight shopping this week The crew were unable to insert my Fiscal number in the invoice, but they suggest that I should get in touch with you and send the receipts, so you could send the full invoices to me. Please provide me with an e-mail address or any method to send the digital copy of the receipts.

My first flight I had with Easy Jet was one of the most unpleasant flight I have ever had. I was flying from Brussels to Geneva. I was carrying a backpack and small cabin luggage. During security I use a small bag for my liquids. I arrived at the gate and before sitting down a blonde haired lady said, "Is this ALL your stuff?" I explained that I need to put my small bag in my backpack. I then went to stand in line and a man came over and said, "you cannot have two pieces of luggage." I then explained that I am traveling alone and did not know the bag restriction. I am an American student that is traveling around to discover Europe. He then said, "you need to combine your things or you will have to pay. If you do not like it then find another airline." I combined my bag and I could not zip my bag up. They give me nasty looks and spoke about it in Dutch. I seemed to be the only one targeted because there were woman that had a cabin bag and a large purse and were not asked to combine the two. I will never use this airline again!!!

I think they should change their name to Sleazy Jet!. We fly frequently on low cost carriers and are not hard to please. However, I believe that what happened to us and roughly 200 other people was a deliberate rip off. We almost missed our flight while waiting 2 HOURS in line to drop off our bags. What was the problem? Well, everyone was removing items from their bags. So, either almost everyone in line was a complete idiot or their scales were wrong. Yes, the scales were wrong we flew in on easy jet and our bags were under the weight limit. We had added nothing to our bags and we were told they were 3 kilos over. So we did the bag dance as well so as not to hae to pay an addition 45 euros. When we caught our connecting flight in Paris, our bags magically weighed UNDER the approved weight limit again. I called and email easy jet, they basically called me a liar. I will never fly them again. I hope to warn others of their SLEAZY jet policies.

After flying to Istanbul for a few days then further to Antalya (SCHOOL STAFF ON A COMENIUS TRIP) with Turkish Airlines. I cannot PRAISE them enough. What DELIGHTFUL staff! WHAT A GREAT FLIGHT. HOWEVER,regretfully returning on Easy Jet the flight home was rather unpleasant. First, flying with two colleagues who had been rather unwell prior to the flight and worrying turbulance due to a storm, the last thing we needed was a stewardess being rather rude. The plane with RATHER UNCOMFORTABLE seating was very cold, so when a stewardess was passing I asked her if there were any blankets as the plane was very cold and people were FREEZING. SARAH the stewardess replied "no, we dont have blankets" in rather an abrupt voice. I then asked if they could turn the air con down as people were very cold. the reply was once again rather abruptly "I'll ask" Thankfully it was turned down and we were more comfortable. After having a warm drink sometime later, Sarah was returning with the DUTY FREE trolley (which only had whiskey on) my collegue asked if she could take her empty cup (as she hadn't quite finished her drink when the staff came round with the rubbish bag).Sarah replied (again, quite abruptly)"I'm not supposed to but I will." The last hour of the flight the air con wad turned up as the people at the front of the plane were rather hot! we at the rear of the plane felt as if we were in Iceland. Honestly, DO THEY NOT HAVE CLIMATE CONTROL? DISAPPOINTED.

My husband, son and I were booked on a flight from Hamburg to Venice. Boarding time was 1:10 p.m. for a 1:40 p.m flight. etc, and we checked in online. The train to Hamburg airport was delayed and so we arrived at 1 p.m., looked frantically for someone to get us to the gate. No one was at the Easy Jet check-in desk. It was completely deserted. Perhaps they had changed uniforms and were now pilots and flight attendants. Someone at the airport customer service desk checked and said the plane was still at the gate, but that she was not authorized to bring us through. Our other option was to purchase three Easy Jet tickets at full cost for the next flight in two days. We ended up spending 600 euros on a German Wings flight that left the next morning and another 190 euros on a hotel room near the airport because everything else was full. So our "budget" Easy Jet flight cost us close to 800 euros. I emailed their customer service reps (who probably write rave reviews on Yelp) and they offered to reimburse us 22 euros for the inconvenience. What a nightmare. Never again.

On 16 June 2 bogus transactions were made on my debit card Halifax no. I hadn't booked any Easyjet holidays.�£6.98 and �£654.96 totalling �.This is a massive loss for me.I rang your customer services 4 times;first i was given case ref100224396.Later it was case ref.100234197.I wrote to you on 16 July with all the details inc a photocopy of.the 2 bogus transactions. since then I have heard NOTHING from you at all neither by phone,litter or email.I am VERY DISAPPOINTED in Easyjet.Why has nobody contacted me?PLEASE SEND ME MY MONEY BACK!!! You have no right to withhold it from me.Geoffrey Rogers

I think EasyJet treats their clients with complete contempt. Their new policy of only being able to check-in online (and never at the airport - gosh that would be a stupid place to check-in wouldn't it !) is an example of this. As a result of my mother's printer breaking down, I found myself having to drive 5 miles into town, pay parking, look for an internet cafe and drive back. I was up against the clock and totally stressed out. EasyJet just has smug comments about how you 'should ask a friend to print the boarding pass'. This is not going to happen when you are 5000 miles from home. Arrogant Idiots !

I once missed an EasyJet flight due to a train line problem. Their response - try to charge me more for changing to another flight than would cost me to buy it in the normal way.