EasyJet
Reviews and Complaints

I’m really disappointed in EasyJet, who I have been a loyal customer of for years.

We have flights booked to Copenhagen on 5th April, returning on 12th.

My son has been diagnosed with cancer and has had to commence chemo. He is sick and we cannot leave him home alone and so have had to postpone the trip until later in the year when may be in a better position. The ferry company in Copenhagen were wonderful and just moved the booking. EasyJet…..? Different story. The cost to move flights is more than

merely forfeiting the original flights and rebooking.

I was sent some long convoluted paperwork for the consultant to sign, which might have given us the chance of cancelling for a refund but probably not as it’s not us who are sick.

I threw it away because I’ve enough to deal with.

For the small drop in the ocean that this was to a big firm like EasyJet, I’m disgusted. On this occasion we have had to rebook and take the hit but in future I will be making a concerted effort to avoid such a compassionless company who cares not about it’s customers.

Shame on you EasyJet!

Easy Jet customer relations.

It is with regret I am writing this letter it was not myself and Mr Freeman who cancelled our flight from Alicante on the 8th of March EZY607 and were left with no flight and no help at the Airport

We followed your instructions on the net and were told that we could be on the next flight only to be told later there was no seats on any of your flights till Sunday

Mr Freeman did not have the funds or a credit card to purchase these flights or Hotel

The only thing we were left to do was to return to Benidorm where we manged to a get a room for 2 days and flights with Ryan Air on the Friday

You cannot just cancel a flighty and leave people stranded with no help if I had not had a credit card we would have been stuck at the airport

I write this letter to give you the chance to rectify these actions before I have to take this further and I will be doing just that

You are good company with a good reputation but what happened on the 8th of March has shaken our faith in you

Mr R G Dyer

Mr S Freeman

Hi, I’ve been speaking to customer service and getting nowhere. I had flights booked on 29th April for a honeymoon which the wedding has been called off. It’s been a very traumatic experience and your customer service department hasn’t helped. I appreciate you have a policy but these are exceptional circumstances. Can you please confirm that a refund can be issued?

Booked a $54 flight from France to London. It says refundable in Expedia, however I did not read the terms. On attempting to cancel the flight, I can't do it on Expedia, have to make an international call to their call center, then they charge a $75 fee to cancel the booking. Basically, this is not a refundable booking. Empty seat on an upcoming flight, lesson learned. I'm $54 + ~$15 for the international call... $69 wasted. Stay away.

My complaint is that cabin crew lacked customer service skills. Admittedly, it was a full flight, but don't take it out on customers. It gives EasyJet a BAD name. Basic arithmetic is a norm in my opinion, but not only did she use a loud voice to embarass me in front of surrounding passengers, so that I would cough up the extra £5 then reduced to £3? she kept threatening me to call the manager. I am no spring chicken and this does not phase me the least and I asked her it was my intention to talk to the manager anyway! I am so pleased the manager was sensible and did a good job in intervening and calming the situation. As a matter of principle, I was NOT going to give her extra money just because she ordered me to do so. What a cheek to be treated this way! And to blame an adding machine for the mistake which she NEVER apologised for but the manager did ON HER BEHALF. Shocking!

Copy of email sent to customer support on the 7th March

Holiday Reference: 4334524

Holiday Booked through Hayes Travel West Kirby.

Dear Sir

Having spent over 2 and a half hours on our flight from Liverpool to Malaga I was disappointed to spend over an hour at the airport waiting for our transfer. ( additional passengers from a later flight. ) Some passengers actually took a private taxi because of this.

We were then taken to our transfer vehicle where we had to wait a further half our for an additional passenger, very frustrating!. The was worse when I found that there was absolutely no leg room in the coach and passengers had to sit sideways with there legs in the isle. Not the safest way to travel.

We we're dumped ! by the coach at the Puente Real Hotel which frustratingly was only a very short ride from the airport and having to wait over one and a half hours for transfer seems a bit over the top.

The hotel was reported to be 4* but I think it must have lost one of its stars over the years and I think it would struggle to make 3*.

The food left something to be desired. I think the hotel must have had an agreement with the local bakery to take yesterdays bread. We managed to survive on salads and soup !.

Although advertised outside the dining room various activities none of these seemed to be available.

During our stay we never saw or had any communication with any EasyJet rep.

We did however get picked up on time in a very comfortable minibus for the short ride back to the airport.

A very disappointing holiday with EasyJet but pleased to be back at home!

Richard Riley/ Jennifer Crowley 2 very disappointed customers.

It was on a flight from Grand Canary Island to Lisbon on February 24, 2023. As I was checking in, I was informed that my carry-on bag (34cmX55cmX20cm) was too large to fit under the seat and my ticket did not include storage in overhead bin. I apologized and paid the additional 48 euros. At that point the staff informed me that my bag would be checked through to Lisbon. I explained to the supervisor and the young woman at the counter that I had only one hour to make my connecting flight in Lisbon, and that I did not have time to wait at the baggage claim. The agent rudely insisted on taking my bag.

Once aboard the plane, it was evident that there was plenty of room for my carry-on in the overhead bins, and that there was no reason for the employees to take it from me. The combination of a delayed departure and the more than 10 minutes waiting at the baggage carrousel in Lisbon resulted in our missing or connecting flight to Marseille by five minutes.

We had no choice but to book another flight. As there were no available seats that day, we were forced to spend the night of February 24 at a hotel and to pay for several meals. The additional cost of airline tickets, hotel, and restaurants amounted to approximately 1000 euros.

I have sent a letter with all the relevant documentation to the Chairman, the CEO, and the corporate customer service manager asking them to reimburse our costs.

myname is Ann Calvert and i returned from a trip to Edinburgh this evening, 4th march 2023, on flight no EZY486 to belfast international. The departure time was supposed to be 17.50 but due to delays we where called to the departure gates at around 18.00 hours. we where travelling home with some friends after a birthday weekend and had arranged travel at the other end of our trip. my husband and i had pre paid for car parking up to 19.00 hours for ourselves and a few family members. As the flight was now due to board at 18.20 we asked one of the attendants at the gate why the delay as we had had no explanation or information on the delay. The young girl was quite rude and dismissive. I asked for a number where i cud file a complaint and she did write it down. She then proceeded to the desk and conversed with her female collague about myself and my party. when we approached the boarding pass desk they then asked me to measure my hand luggage, which of course is fine if they had asked anyone else travelling to do the same. They didnt. my hand luggage was actually small compared to other travellers but we felt that I was targated by these two female members of staff because I made a complaint. My husband was furious by their attitude and my friends likewise. im uncertain if you have access to recordings at your gates but if you do I suggest you take a look. I travel regularly to the mainland, usually manchester or leeds to visit family. also London for work. i have never had a problem with Easyjet in the past except for delays and I am quite furious at the way I was made to feel. My husband, friends and I have decided never to travel with your airline again as a matter of principle. This may sound petty but obviously your customer care training is not working. I shall phone your offices after the weekend and make the same complaint via telephone. I would greatly like to know the names of those two young girls because its obvious they are not suited to work with the public. I have worked alongside NOP mystery shoppers for over 20 years and Ihave never, ever felt so annoyed or angry. In fact I have never put a complaint in against anyone in my whole life until now.

My name is Shaida Khamisa. On Friday January 20, 2023 I was travelling from Lisbon to Marrakech at 18:40 pm on Flight # EJU7357.

I was allowed one check in baggage and one carry on baggage. When I went to check in I was told that I have to pay 58.00 Euros to check in my baggage. I told her that it was included as per my ticket. She started to deny and then I had to pay for the checked baggage because I did not want to miss my flight. I therefore, am requesting your airline to refund me the said amount of 58.00 eruos or $87.05 in canadian dollars.

Your co-operation in this matter will greatly be appreciated.

Thank you

Shaida Khamisa

[protected]

I have attempted to get our damaged luggage claim sorted out on numerous occasions via telephone messages and email as suggested by you but I have never had a reply and your online chat no longer exists.

When attempting to resolve this issue on www.damagedluggage.com. You claim my email address does not exist, which is ludicrous as you sent an email thanking me for contacting you telling me to register the claim, which I did.

BLQU210122 is the claim made at Bologna airport on October 3.
I have all the documents relating to this.
You have to admit this is not particularly impressive.
Please advise.
Kind regards.
John Philip Kitchingman

We booked a holiday flight from Gatwick in December due to Depart in June.

We also booked at the same time connecting flights from IOM to Gatwick return trip.

Easyjet now have amended the return timings to IOM and now we are extremely unlikely to be able to connect to this flight as we will have to collect luggage from previous EASYJET flight to recheckin to the IOM flight.

I have contacted customer services and all they quote from the South African colleagues that as the flight has not been delayed for more than 3 hours.

The flight has not been delayed it has been brought forward in a matter of weeks following booking. All I am looking for is a free transfer to the next day as this was not my mistake and I am being asked for at least another £150 for the privilege of getting screwed over. Come on Easyjet play the game and look after your customers when the problem is with your scheduling after booking.

Hi booked a flight due to take place during covid and had to reschedule twice due to pandemic. Didn't take refund but alternative dates. Unfortunately I had to have an operation during the time I was due to fly and was advised that I am unable to travel for up to 10 weeks after the surgery. I submitted letter from my consultant and was told that I didn't qualify all I wanted was to reschedule. I had to cancel the flights for myself and my wife in advance and did so via telephone. I can'[t understand why easy jet wouldn't allow me to rebook as I booked the dates well in advance from covid and didn't know that I would be called for surgery on those dates. This was out of my control and I have been a loyal customer for years. I have submitted a couple of messages to ebay anfd even rang their customer service but was told I can't complain only via the form on their website which I did to appeal. Nothing has been received from easy jet and this has been since last august 22. Please can you look into this complain and I would like a full refund. I have since booked flights for july 23 and had to pay for these separately. I am happy to send you the copy of the 2 letters from the hospital appointment and consultany.

I booked 4 one-way flights from London England to Glasgow Scotland with a travel date of Dec 16, 2022 at 12:25pm.

The morning of Dec 16th, I received 5 different emails, each one advising me of changes to our flight.

The final message received advised us that the flight has been canceled altogether, claiming "the disruption to your flight is outside of our control and is considered to be an extraordinary circumstance."

We were provided with the option of either receiving a voucher to rebook the flight or request a refund. This choice seemed to be a one-time only thing. After checking to see if other flights were available for later that day, I chose the voucher option expecting to rebook asap.

But by the time the voucher was processed and I received the valid voucher #, the alternate flights were unavailable except for one which greatly exceeded our budget.

Choosing this more expensive flight would have cost us 5 times what we initially paid for our flights. Unfortunately, not all families have a limitless budget. We all have financial pressures and need to manage within our limits.

So instead, I needed to book 4 train tickets from London to Glasgow, a journey that took us 5 hours and resulted in us losing an entire day of the Glasgow siteseeing we had planned for that day. The departure was from a train station versus an airport, causing more disruption to our plans and resulting in additional costs to us.

We live in Canada and this trip to the UK was a once-in-a-lifetime vacation for our family of 4. We have no plans (or resources) to be returning to the UK.

Also, I felt it was unfair to be basically "forced" into a situation of accepting a voucher, and feeling misled that the voucher would cover almost the full cost of an alternate flight. As explained above, that certainly wasn't the case.

We arrived at 05:00 on 29th Dec to fly to Geneva, with plenty of time to check in get through security and enjoy a bit of duty free.

However we were meet with utter chaos in the check in hall. Staff did not explain clearly enough what they where meant to do for self check in, the queues where unorganised and people were not directed sufficiently. And there was only one person on the luggage/ check in desk with multiple issues with customers who hadn’t booked luggage had problems with the luggage bags. It is now 06:21 and we are still waiting to get checked in. I understand the need to automate but this is simply the worst check in I have ever experienced.

Back in the beginning of October, I brought my friend over to travel to London where I am based and paid for an easyJet ticket.

I tried helping him with his online check-in but it never went through due to an apparent glitch, so he had to do it at the counter in Luton Airport.

At the airport just as passengers were boarding, my friend was approached by a rude staff lady that charged him for his baggage, despite it being paid for already by me in the booking. For some reason, the baggage didn't appear as paid for in the ticket. My friend paid £50 which was more than the entire ticket with the luggage I had paid for.

I was infuriated by this and have since have had dozens of emails and calls with their useless staff. Each person I talk to is more incompetent than the next. Finally, a refund has been arranged yet it hasn't been honored. Since my friend beign refunded is in Colombia, EasyJet staff haven't refunded him since he doesn't have an NIT number, which is merely used for tax purposes for businesses and is identical to the national ID number. However, easyJet staff refuse to understand or recognize this while none of them are Colombian or aware of how that number works and it is identical to the ID number.

I am convinced easyJet scams people by having rude staff charge others while they are about to board and then have a ridiculous refund process to keep the money. A respectable organization would never put their customers through such a ridiculous experience.

Hi,

I booked a package holiday through Wowcher to travel to Budapest from Gatwick airport with my friend. We booked to fly out at 16:20 on 24th November. Unfortunately, weather conditions and a problem with the hydraulics on the plane resulted in us having a delay of about 2.5 hours so we arrived at our hotel just before midnight.

We had previously paid £158.00 to Easyjet for a flight change on 27th November for our return. The initial flight was supposed to be 20:35 from Budapest but we paid the additional charge so we could catch the 10:30am flight because we needed to get back to Stroud in Gloucestershire by train. We booked our train tickets but before we flew, we were informed we had a flight change back to 20:35! This meant we had to arrive in London Gatwick at 22:10 and could not travel by train as the last train had already left from Paddington. Therefore, we incurred £100.00 extra to stay at the Premier Inn at Gatwick. In total it has cost us £258 extra and we did not get the flight that we paid for. Therefore, I am expecting compensation for the return flight being changed through no fault of our own. Please advise this will be the case.

Many thanks

Jane Wells

To Whom It May Concern,

I write by way of complaint in respect of a series of events that took place at the hands of your staff positioned at Liverpool John Lennon Airport on the evening of Monday 7 November.

The first and most pressing element of my complaint is that I was charged for a service that was not provided. I was advised that my bag needed to be placed in the hold due to a problem with its dimensions, and that I would have to meet a charge of £24 accordingly. The reasoning was that my bag was too big for the cabin and would need to be placed in the hold. Having followed these instructions and making the payment, I waited as directed at the bottom of the steps of the plane, expecting someone to take my bag and place it in the hold as previously advised. No one arrived, so I approached a staff member and asked how I have my bag transported to the hold, only to be told that the hold was closed and I needed to place my bag in the overhead cabin. Clearly this is a total contradiction of what I had been told in the terminal and a further contradiction of the reasoning for charging me for my bag being too big for the cabin. I paid for my bag to be transported in the hold, this was not fulfilled on the end of your staff, and so you will appreciate that I require a full refund of the amount paid.

The second element of my complaint, further to the above narrative, is that my bag specifically and entirely meets the measurement specification within your terms. The bag measures 45cm x 36cm x 20cm, and as a frequent flier with Easyjet I am familiar with this policy and have used this cabin bag many times both in overhead locker and under the seat in front. What's more, when asked by a staff member to place my bag in the bag grid at the gate, it did fit. I was then asked to rotate the bag, which I did. Again my bag slotted in but due to the upside down angle and location of the handle it did not fall to the bottom- it was on this basis that your staff member proceeded to inform me that my bag did not meet requirements. I dispute this entirely and can provide photographs of my bag if required. Further, as described above I was told by another staff member to go ahead and place my bag in the cabin- they seen no issue with its size and obviously I had no problems finding a space for it.

The final branch of my complaint relates to the poor customer service of your representative. I informed the staff member at the gate politely that I found the logic on my bag size difficult to accept given that the bag clearly fitted and I have travelled with Easyjet many times with the same bag including my outward journey on Thursday 3rd November from Belfast. I was then met with the unhelpful and irrelevant comment of: 'everyone says the same thing, mate'. I dispute this rationale entirely, however I did not wish to hold up the queue and so acted in compliance. I have always had an empathetic view to airline staff dealing with difficult members of the public and do my best to comply with all guidance and regulation. This staff member's unfair and unprofessional attitude has been really disappointing,and fallen short of the basic expectations of people holding such positions.

I hope that the above comments will be reviewed seriously, as they demonstrate a real failing in the procedures in place between the gate and the aircraft with Easyjet. You will appreciate that the minimum I require is a refund for the service I was charged for, that was not provided.

I look forward to hearing from you

Sincerely,

Robert Mageean

.

on the 10th of august-2022 I flew from liverpool to izmir booking ref K3XPZ3B My luggage did not come of plane ..I was given a PR number ADBU210233.

On the 01/092022 I filled in a claim form for the contents of my case. Claim reference U2CUN/833383, given by easy jet, I have sent many emails and made many phone calls. no one knows anything. I have been reading a lot about easy jet and lost luggage and it seems easy jet don't pay for losing lost Luggage. I have been given this email from customer service. I can see know way out of this apart from going to the omnibus man. Can you please help

Booked flights for my nephews on Booking.com. However, I did not add their middle names to the reservation as on their passports. While attempting to add their middle names, the EasyJet website is telling me that the Booking Reference should only contain numbers. However, the Booking Reference provided by Booking.com gave me was K4CVGH1 or both letters and numbers.

Booking.com tells me they are unable to contact EasyJet on my behalf. The EasyJet online customer service robot cannot understand my problem. I am a customer caught in the middle. What am I supposed to do? I am requesting that someone please call or send me a message to help sort this out.

Jeff Harper

+1.301.641.7906

[protected]@gmail.com

I had the worst experience ever in my life renting a car through easyjet car rentals.

They use CarTrawler as a service and make vouchers for car rental companies.

But when there is an issue, like a double booking by the car rental company. There is absolutely no Customer service!

Their service is just a meaningless time dragging conversation just ignoring all responsibilities and telling you to contact the car rental directly!

So they pockedted the money, didn't transfer a single dime to the car rental and now telling the client to go to hell.

I can assure you, it will be the biggest mistake of your life renting a car with easyjet or cartrawler