EasyJet Customer Service Complaints - page 3

Easyjet´s economic abuse of a 17 year old girl.

My daughter has been in England for an English course during the month of July 2014, leaving with EASYJET from Valencia to Gatwick with flight Nº EZY5226 on the 28th of June 2014 and coming back on the 27Th of July 2014 with flight EZY5221.
Due to the extremely strict luggage regulations of EASYJET she did have one suitcase of exactly 20Kg. and one hand luggage with the exact measures of 56 x 35 x 21 cm. The maximum sizes of the hand luggage allowed by EASYJEST are 56 x 45 x 25 cm.
On the way to Gatwick, flight Nº EZY5226 on the 28th of June 2014 she passed all controls, even the control of the measurements of the hand luggage in Valencia without any problem, due to the fact that the sizes of the hand luggage are inferior to the maximum sizes allowed by EASYJET, there was no problem whatsoever.

So far so good… nevertheless on the 27/07/2014 in Gatwick she passed all controls without any problem until she got to the gate and was stopped by an EASYJET employee and was told that she had to pay 45 Pounds because of the fact that here hand baggage was too big.
As she was very much aware that the sizes where inferior of the maximum sizes allowed, she defended herself indicating that she travelled with the same hand luggage from Valencia to Gatwick without any problem. The EASYJET employee got kind of unpleasant and informed my daughter that she had to pay otherwise she could not take here flight back home.
My daughter informed the employee that she did not have 45 Pounds with here; she had spent the money during the month she had been in England. The employee informed her that this was not her problem, she had to stay and could not go home to Valencia.
As you can imagine my daughter of only 17 years old got very nervous and tried ones more to solve the problem informing that the sizes where inferior to the maximum sizes allowed by EASYJET. The answer of the employee was “I don't give a damn” you are not going anywhere if you don´t pay.
Being desperate now she asked a friend on the same flight for the money which she got without any problem. She went back to the very unpleasant employee to pay the 45 Pounds in cash. When she arrived and wanted to pay she was told that payments could only be done by credit card.
My daughter of only 17 years does not have a bank account or a credit card so she informed the employee about this, ones more my daughter was told that this was not the problem of the employee…
Finally the problem was solved by the same friend who paid with her credit card and my daughter who had almost gotten a nervous breakdown, could finally fly back home to Valencia.
This has been a case of economic abuse to a minor by a multinational; EASYJET, which I think is UNACCEPTABLE.

Easyjet´s economic abuse of a 17 year old girl.

My daughter has been in England for an English course during the month of July 2014, leaving with EASYJET from Valencia to Gatwick with flight Nº EZY5226 on the 28th of June 2014 and coming back on the 27Th of July 2014 with flight EZY5221.
Due to the extremely strict luggage regulations of EASYJET she did have one suitcase of exactly 20Kg. and one hand luggage with the exact measures of 56 x 35 x 21 cm. The maximum sizes of the hand luggage allowed by EASYJEST are 56 x 45 x 25 cm.
On the way to Gatwick, flight Nº EZY5226 on the 28th of June 2014 she passed all controls, even the control of the measurements of the hand luggage in Valencia without any problem, due to the fact that the sizes of the hand luggage are inferior to the maximum sizes allowed by EASYJET, there was no problem whatsoever.

So far so good… nevertheless on the 27/07/2014 in Gatwick she passed all controls without any problem until she got to the gate and was stopped by an EASYJET employee and was told that she had to pay 45 Pounds because of the fact that here hand baggage was too big.
As she was very much aware that the sizes where inferior of the maximum sizes allowed, she defended herself indicating that she travelled with the same hand luggage from Valencia to Gatwick without any problem. The EASYJET employee got kind of unpleasant and informed my daughter that she had to pay otherwise she could not take here flight back home.
My daughter informed the employee that she did not have 45 Pounds with here; she had spent the money during the month she had been in England. The employee informed her that this was not her problem, she had to stay and could not go home to Valencia.
As you can imagine my daughter of only 17 years old got very nervous and tried ones more to solve the problem informing that the sizes where inferior to the maximum sizes allowed by EASYJET. The answer of the employee was “I don't give a damn” you are not going anywhere if you don´t pay.
Being desperate now she asked a friend on the same flight for the money which she got without any problem. She went back to the very unpleasant employee to pay the 45 Pounds in cash. When she arrived and wanted to pay she was told that payments could only be done by credit card.
My daughter of only 17 years does not have a bank account or a credit card so she informed the employee about this, ones more my daughter was told that this was not the problem of the employee…
Finally the problem was solved by the same friend who paid with her credit card and my daughter who had almost gotten a nervous breakdown, could finally fly back home to Valencia.
This has been a case of economic abuse to a minor by a multinational; EASYJET, which I think is UNACCEPTABLE.

I phoned to get a £13 refund passenger air tax and once through the process took 20 minutes mostly with the operator taking some info and then ptting me on hold for 5 mins at a time and playing awful music.
I SUSPECT IT IS COMPANY POLICY TO DELIBERATELY EXTEND THESE CALLS IN THE HOPE THE CALLER WILL BECOME EXASPERATED AND RING OFF THUS SAVING EASYJET THE COST OF THE REFUND

Our flight was cancelled from Gatwick to Munich, but despite knowing of the upcoming strike issue for days, the first communication we got was 4 hours AFTER our flight was supposed to leave, saying it was cancelled. Customers then had to stand in a 2 hour queue to try and rebook flights. EasyJet has no regard for the customer - you are treated little better than cattle.

Despite great expense incurred from the cancellation, and having to buy new air and rail tickets and forfeit a night in the hotel, on a return flight they then charged us 55 euro for what they said was an 'oversized' cabin bag and refused to put it on the flight, despite the fact that we used the same bag on a flight out. Once aboard the plane, we discovered it was HALF full and there were multiple overhead compartments with NO luggage in them. Even the flight attendant said it was ridulous that they made us pay.

This airline is a RIP OFF. They pretend to be low cost but with all the issues and extras - we could have flown first class on BA. DO NOT fly on this airline.

Oh, and have been waiting for 30 mins for customer service to answer the phone!!!

tdy 29 april14 i flew with a group of 6, 3 couple from rome to orly by easyjet 4248, delay 1 hour, we are seating at the rear end, when arrv at orly pilot announce we should get off from front door, however the stewardess by the ZARA open the back door and force us to get off in heavy rain without anybody help with umbrella, when we look outside rain heavyly we dont want and she screamed and even said "I DONT CARE EVEN ITS RAIN" she force us to get off, when we arrv at the bagage claim we are soaking wet. easyjet you should hv review your stewardess manner !

Dear EasyJet:

My husband (Douglas) and I (Elaine) flew on EZY990 (Venice to Naples) on 13 April 2014 . We considered the EasyJet staff to be highly unprofessional and the experience to be unacceptable.

A travel agent booked our flight, but we gather that we had one of your higher fares (if not the highest) as we were seated in the first row (1E, F). When we went to the Speedy Boarding line of the Bag Drop in the Venice airport, the EasyJet staff person told us that we needed to pay additional for our hold luggage.

There were two of us, and we had only ONE bag between the two of us. That bag weighed approximately 23kg. We had read your hold luggage rules and knew that we were allowed to ââ?¬Å?poolââ?¬Â? our luggage allowance, which we told the staff person checking our bag. She insisted our bag was over the 20kg limit per bag and that we had to pay an additional amount. We pulled out a written copy of your rules with the ââ?¬Å?poolingââ?¬Â? section highlighted and gave it to her. She still insisted we owed more money. We told her to read EasyJetââ?¬â?¢s rules, that we were well under our allowance by your own rules, and we did not owe additional money. We did not get nasty, but we did firmly stand our ground. After much arguing back to us and insisting we owed money, she finally told us she had looked at our booking and that we had paid for 2 bags and that she would not charge us any additional money. This was a ridiculous statement since we were 2 people with one bag on 2 fares (including Speedy Boarding and first row seating!), and were entitled to 40kg between us, just as were other people on even cheaper fares! We are not sure that we would have prevailed if we had not had the rules in writing to give to her (how many people could be expected to have a written copy of your rules?).

When we got to the gate and boarding time, we were in the Speedy Boarding line. The same two staff members who were at the Bag Drop were checking people to board the bus for the plane. The same woman told Elaine that I could only have ONE carry-on bag (we each had a medium size backpack and Elaine had a purse). While your rules do state one carry-on per passenger, most airlines in the United States also have the one carry-on rule, but you are also allowed one ââ?¬Å?personalââ?¬Â? item, such as a purse or briefcase. This was our experience over 60 years of flying and the way we had interpreted your rule. The staff member was adamant (and somewhat nasty about it) that Elaine had to get down to one carry-on. Since the boarding process was on-going and hectic, Elaine said she would conglomerate her purse into the backpack on the bus, which I did. This forced us to take all the contents of my purse and the purse itself, and very quickly stuff and cram everything into our two backpacks.

As we sat on the bus, we saw any number of other people who came on with 2 bags each. No, there were no additional people with them, no children, nothing but people with more than one carry-on each. This included a couple sitting directly across from us on the bus and directly behind us on the plane (and who were directly behind us in the Speedy Boarding line) who had a large roller bag, a large additional bag, and a larger-than-Elaineââ?¬â?¢s purse with them. When we got on the plane, Elaine talked to the English-as-first-language attendant, inquiring if EasyJet indeed had a ONE carry-on rule or not. She informed me it was supposed to be one carry-on per person, but that she was observing people as they came onto the plane and saw many violations of that rule. She said it was the Ground Crewââ?¬â?¢s responsibility, and that the Flight Crew could do nothing about it once the people came onto the plane with more than one bag. She also said, ââ?¬Å?This is the way it always is in Venice.ââ?¬Â?

Elaine informed the attendant that she would be writing this up for TripAdvisor (Elaine gets ââ?¬Å?very helpfulââ?¬Â? votes for most of the detailed reviews that she provides to TripAdvisor, an indication that people listen to what I write). The attendant also urged me to write EasyJet and even gave me the information on how to write to you. And, no, we did not get names of any of the staff involved because, frankly, we were too mad to think about it and things were too hectic.

I can also report that part-way into our short flight, the two attendants in the front of the plane (again, we were in the first row and the ONLY ones in the 6 seats of the first row, which also means there was no shortage of baggage space) got into a heated argument in the galley. This went on for about 5-10 minutes, and then evolved into them not speaking to each other or even looking at each other for the remainder of the flight. You could cut the atmosphere with a knife ââ?¬â?? we hate to think what the passengers on the next flight were exposed to.

It may well be that the rule IS one carry-on per person, but this rule should be consistently applied to all passengers, not picking and choosing who to apply it to. Passengers should not be vindictively singled out because they had to tell the staff their own EasyJet rules on hold baggage and insist that they stand by those rules. Also, people should not be allowed to circumvent the rules, based on the color of their passport, which also appeared to be the case.

This would have been a most unpleasant and unacceptable experience, even if we had paid a bargain basement fare, which we did not. We will inform our travel agent (Zicasso) of this experience and encourage them not to use EasyJet for their clients in the future. We will also write to TripAdvisor, informing people of this experience and encouraging them not to fly EasyJet.

We hope that EasyJet will take some action to better train its staff, particularly the Ground Crew in Venice, and we believe that EasyJet owes us a sincere apology for the actions of its staff.

Elaine and Doug

Your services is far below any reasonable standard, you claim to be open until 20:00 locale time and yet I called a number of times hours before that and received minutes of ringing, without talking to a machine never mind a person. And all this time during the ringing I was being charged .25 cents to listen to the phone ring, you charge before you're even on the line... despicable.

Incredibly dissatisfied.

this company is unreliable and the staff must be trained to lie et to be rude.
I shall never use it again

FIVE months for them to reply to my many letters and emails asking for compensation due to cancelled flight in 2010 due to ash cloud. Now they have just refused to pay out.

Last year a 2 hour queue to check-in almost resulted in us missing our flight from Malaga. No compensation again.

I hate this airline - their customer service stinks!

After being on the phone for over 40 minuets yesterday to be told that i would be charged an extra £180 because of there rubbish difficult to navigate website. I am appalled both by easy jets customer service and easyjet itself . i wanted to book for three people to fly from Bristol airport on the 12th- 15th September. But instead there site had other plans to book me in for different dates. Yet they expect me to pay for there mistake! I think its disgusting! i thought after being on the phone for 40 mins and the phone bill i will receive is enough of a payment to change me flights over. because of there mistake one of my flights not be used and 3 other people will not be coming with us!

Easyjet have not only given me a big phone bill this month but they have ruined my holiday. They also have the rudest most useless staff that i have ever had the mis fortune of dealing with.

Flying from Belfast International to Manchester on 24.01.14 @ 7am, I handed my 'boarding pass' to the attendant (a lady of middle age like myself) who informed me in an not so nice tone that I had to put my handbag in my hand luggage that was fine, i set my 'Starbucks' coffee cup on the shelf to be told to move it I said that I needed to put my bag into my hand luggage she lifted the cup and handed it to me and 'told me to move out of the way', she then told me to put my bag into the rack to make sure it would fit, her attitude was appalling, if you are going to have people on in the early morning shifts make sure they get out of the right side of the bed, or tell them to get a job more suitable to their personality, I was mortified with so many other people in the queue listening

My partner and me were on LGW during the customer service disaster on 24.12.2013. While I'm not blaming the easyjet management for the flooding, which was clearly out of their area of influence, I do blame them for what came after that. I'm also not blaming the customer service staff as they tried to do their best with very limited resources and without any or little backup from their managers. I'm also not blaming the customer service staff for being rude after being harassed by 1500+ stranded passengers. It's simply impossible to remain positive if one gets hammered with negativity from every angle. What I do blame the easyjet managers for is for their incompetence of passing information's down to their customer service staff and for their lack of competence in planning ahead. We've been stuck for more than 20 hours on LGW of which 13 hours were waiting for the information that our flight was cancelled and further 7 hours waiting to reclaim our luggage. No re-routing was offered and due to the extreme long waiting time they took away the possibility of searching for alternative ways to get to our destination. Bless them who rebooked their flights with other airlines and now being told by easyjet that they won't get their money back due to breach of contract as they re-booked with another airline. And by the way, it's now almost four weeks ago and we still didn't receive our money back from easyjet as their website still shows "Refund is being processed". I'd give an excellent for the customer service staff but a very poor for the management (from the lowest up to the top). I understand they lost a lot of money during christmas and instead of ripping off the money of their customers I'd recommend to them to go to their bank to get a loan to fix this.

Easyjet,told me they had returned my money and still i have not recieved it,i dont mind errors but lying is another thing,are the staff that well paid ,they even lie for them,

Having serious trouble checking in online and tomorrow is Christmas Day and we are flying out Boxing day morning. Help.... Does anyone know if you can go to the airport without boarding cards printed out

I took a flight from Moscow Domodedovo Airport to Manchester on 18.12.2013, EZY 1872. When i arrived in Manchester i had to wait a long time for my luggage as it was long after everybody else's and it was the very last bag at the conveyor belt.
I had been given some Christmas cards in Moscow which i left in my suitcase. When i arrived home i realised that someone ripped open the envelopes and took the one containing 600 EUROS ( a surprised gift from my Mum). My daughters broken camera was also taken. I urge EasyJet to investigate this incident and make the necessary CCTV checks.
I look forward to hearing from EasyJet.

I am not happy at being charged £10 excess bagage for 20.2 kilos of weight on the three scales I checked before flying. When your scales marked the amount of 21k I was to say the least unbeleivably upset, but to be charged the ten pounds on top really pissed me off.
doubt whether I will fly with you again.
And before this I had extreme difficulty in downloading the boarding passes. Took me a week of trying, asking friends to help and eventually getting in touch with you and being told I needed something like Google chrome in order to download. Sorry neither are acceptable

es:
Gatwick to Prague on 01.November 2013
departure time 18.05 ACTUAL departure time, approx. 5 HOURS late.
Got "light refreshment voucher" which covered 3 uk pounds. A cup of coffee and a cake cost 3.75 uk pounds at the airport.
There was no support provided for passengers to reach final destination once we landed - a direct breach of the "duty of care" the company claims it adheres to.

Will I fly with easyJet again - yes, they fly from an airport convenient to me and generally flights are OK.
As they say you only find out how good the company is when things go wrong!
This time easyJet failed miserably

I arrived to malpensa airport at 10:55 and thats was the timefor leave my luggage.at 10:57 i was in front of the desk and lady there told me that is closed.l was very dissapointed decause she did not even try to serve us and i am still to the airport without ticket for 2 minutes being late.there so customer service at all.

The EASYJET airlines Trap.

Last month while visiting relatives in England I booked a flight within Europe with easyJet airlines. The flight left out of Liverpool which was the closest airport to my relatives. The price of the flight was quite reasonable especially as I did not have any luggage to check. My wife and I just had a carryon bag each.
The requirements for travel allowed for one carryon with no extra hand baggage, unlike the USA where a laptop bag or purse is allowed also. The requirements stated the measurements for the carryon in metric sizes. I did not concern myself with this as I have flown worldwide with my carryon bag and never have had it refused in the cabin overhead. In fact I had purchased my carryon bag in England a year before and it had fit in all overhead compartments on numerous flights.
With no check-in luggage easyJet airlines requests that you check in online, print you boarding pass and go directly to the gate at the airport. We did this but when we started to board we were stopped by the boarding personnel and told our bags were too large. They had a size test cradle by the gate and when I put my bag in to test it did fit except for the wheels. In fact it fit in at an angle with less than half an inch of wheel restricting it.
Looking at the gate attendant I expected to get an approval but was told our bags would need to be checked into the aircraft's hold. I figured that would be a minor inconvenience but I had no choice as the plane was boarding.
Then I was told for each bag there was a charge of 40 English Pounds about $70 US (worse if you changed money at the airport). It was a wonderful trap; either you pay up now or you can't take your luggage or you don't take the flight.
I paid about $140 with a credit card right there (what a stroke of luck they had a credit card machine and the procedure in place to process them). This charge turned out to be more than the cost of the tickets.
I suspect - but can't verify - that someone in the employ of Easyjet airlines measured the typical carryon bag sold in many stores, even in England, and created a bag test cradle "one centimeter" smaller (see, I do know the metric terminology even though I don't carry a metric tape measure to the airport).
I considered cancelling the credit card charge after I got off the flight and I had my luggage in my hand but that would probable cause much more hassle with demand notices in the future. Instead I wrote this post so other folks would not fall into the same trap.
PS I'm going to look for a children's bag for when I ever need to fly easyJet again, assuming they don't get wise to that size bag or remove the overhead compartments from their aircraft.
B Dickinson

hello, I bought a watch on the plane during a flight to Belgium, but it does not work. in return the hostess told me to go to the site for the claim but I do not know how to do it? could you help me? thank you in advance for your response

Tried to book a flight online and did not click their option to suggest other flights. Low and behold they offered my a flight a day earlier which i didnt notice until i had completed the booking. The total came to £120 for 3 people one way. I noticed the error within an hour and was quoted a cancellation charge of £30 per head! So 75% loss for an honest mistake. I have requested they reconsider but their customer service is appalling! They would not even acknowledge my correspondence with them!! Do not use Easy Jet

I will never ever fly easyjet again, that is for sure. I paid £8 for a second suitcase when I booked my flight but, AT THE AIRPORT, it became clear that this fee didn't cover for the weight of the suitcase and its contents, so I was charged a shocking £209 extra fee. At Norwegian, the booking fee covers for the usual 20 kilos inside the suitcase, and their fares are just as cheap! Beat that, easyjet!!

I was angry with the service I did not have fun and also there is no entertainment on easyjet the food was not good

I booked a flight with easyJet and PAID £7.50 for adding an extra suitcase, so I thought that was it, just like I do at Norwegian, where an extra suitcase also means extra 20 kilos. Makes sense? Not so for easyJet! At the point of booking, they do NOT make clear that I would have to pay extra extra = £11 per kilo in that suitcase, so I was shocked when faced with a £209 bill at check-in, because lo and behold max weight allowance was still 20 kilos. No point booking an extra suitcase if you want to put something in. Their weird practice is, you will have to read through all the small print of their policy to find out this before you get your ticket. When complaining to easyJet customer service, they told me that there is a £10 per kilo fee for extra luggage, even if I paid £11, so this is confusing even for themselves. I find it all disgusting and will be back with Norwegian, for sure! Fellow travellers, beware!

Why is it when you try to contact easyjet Customer Care, you keep hitting a brick wall.
I booked a holiday for two in the usual way, but I was unable to book our seats at the same time.I could have done if I booked a flight only, on the print out it states automatic seat allocation.
I have tried for days to get an answer to my simple question how can I book our seats prior to the 30 day check in.
They clearly state when booking flight only, book your seats and have to choice to guarantee you can sit together, but when you book a holiday with easyjet and spend much more money with easyjet the give you the cold shoulder, that's what I call great Customer Care, correction thats what easyjet call great Customer Care.
Well I suppose we will get the left over of seat allocation on the day of travel.Who cares, not easyjet