EasyJet
Reviews and Complaints

I booked a flight for my mother from milan to gatwick, I also booked and paid for a 2nd bag. Easyjet did not make it clear, that the 2 bag is not for additional weight but for the 20kg allowance to be spread over 2 bags. This is not what I wanted at all, as my mother needed the extra weight, thus the need for an extra bag. I tried to cancel this extra bag, but easyjet refused to refund for the additional bag fee. Saying they could not make allowances. Allowances for what? My mother is not using another bag, so her 20kg weight allowance will be in one bag. It was cheaper to ship a bag to the uk, then excess baggage charges with easyjet. I would call that fraud. I have never heard of any airline pulling that trick... How many other people have been put though this typr of money grabbing?Any advice?

On Saturday June 1st 2013 I took a flight from Rome, Fiumicino to Gatwick; the 11am flight. After I landed and reached my destination in Oxford, I discovered that items had been taken from my luggage: a Nikon camera and clothing. These are valuable things to me and not easily replaceable.

Immediately afterwards, I tried to contact Easyjet by phone to find out what would be done about the situation or what I should do, but I could not get through. So instead I emailed them--as Easyjet's website recommends. That was a week ago, and I've still not received a response, except for an automated email requesting me to fill out a survey about their service--that is, as though they'd not just responded, but had actually done something to help my situation. So I then sent a 2nd email asking for help, citing my previous reference #, etc. I am still waiting for some acknowledgment from Easyjet. I desperately want some kind of contact, to find out what can be done here. But I'm now very upset; apart from any hope for restitution--which I've basically lost--I can't help but feel Easyjet is avoiding me and doesn't care to take responsibility. To add insult to injury, after sending that 2nd email, I went to the Easyjet website to find my original booking information, only to find that any reference to the flight had been *deleted* from my account. That looks super sketchy.

To make matters worse, since my initial effort at contact, I was shocked to discover that I'm one in a list of Easyjet customers who've had items stolen from their luggage at Gatwick (other airlines travelling through Gatwick appear not to have suffered this problem). There are plenty of complains online. Learning that was pretty aggravating because it leads one to conclude either that this isn't a problem either Easyjet is capable of solving, or or that it doesn't really care to solve it. Combined with the fact that Easyjet won't respond to me, I feel completely used and disposable as a customer. I feel cheated, violated.

That customers should need worry that the employees of a company they entrusted to transport their property might violate that trust and steal that property is unconscionable. You don't "check luggage at your own risk" when you give it to an airline to carry for you. That's garbage--it literally means "sure I'll take it for you, but I don't promise I won't steal it, and if I do it's on you, not me." Moreover, that said company would, given such circumstances, *not* respond to customers seeking help is not just unprofessional, but negligent and dishonest.

We had a very pleasant experience of the Azamara cruise itself, from 21 April 2013 to 28 April 2013. My complaint is that the air travel arrangements were extremely deficient on the way home, travelling with Easyjet on an Azamara "block booking." My husband and I and at least 6 other couples from the Azamara cruise were traveling home to Gatwick London on Easyjet 8574 departing at 15.35.from Barcelona. We were all couples and all allocated separate seats with husbands and wives sitting apart. The airline refused when requested by the passengers to allow spouses to sit together, unless they paid a 16 euros fee to change to adjacent seats. One couple (the wife was a nervous flyer) paid the fee and sat in adjacent seats. All the other couples were annoyed to say the least and sat apart from each other on the way home. Easyjet staff stated that this was due to the computer allocating seats and, as it was a block booking, they could not be changed, except if one were prepared to pay the 16 euros each fee (so they could be changed). This is clearly a money making ploy by Easyjet and I do not know if Azamara is aware of this practice. It spoilt what had been a pleasant and well organized cruise, with passengers using words like "outrageous" "disappointing" and "unacceptable", all of which I would also use. Please treat this as a complaint. I am sure that your company will not be happy to receive my and other passengers' complaints on this matter, and I look forward to hearing from you with your comments and suggestions. The passengers all spoke together about their dissatisfaction and it was clear that we all booked through different travel agents, such as 118 cruises, Iglu, Bolsover and several others. So for all practical purposes, we were not a block booking unless Azamara made the booking, in which case Azamara are responsible for the appalling service on the way home.
By the way, there were empty seats on the way home. I was in 2D and the row behind 3D, 3E and 3F were empty. I asked the stewardess Emilia (Cabin manager) if anyone could move into them and her actual words in response were, "only if you pay". I shared this with other passengers but all passengers were so annoyed that the seats were vacant all the way home and so were quite a number of single seats.

Please respond as a matter of urgency.

On 19th march evening my partner, my mother and I we took a flight from madrid to london gatwick (Easyjet 5482), when we were getting into the plane, the easyjet staff asked us to check our cabin suitcase in for free because they were short of place in the airplane. We agree this change and they took the suitcase and put it in a different place of the airplane. We didn’t have a locker in this bag because we were expecting to have it with us on the plane...

We landed around 10.30pm, after the passport control we went to pick the suitcases up from the belt, we had 4 in total, the first 3 were on the belt when we arrived and we wait for more than 20 minutes for the small one, once we took it we went running to pick the gatwick express train to try to have the tube when arriving to london victoria.

The surprise once in the train was that my partner opened the small suitcase to take something out and she realize everything inside was a mess, so we start to check all the things and we find out that we’ve been stolen! We had a carton of lucky strike (48, 50 euros) and two shiseido creams (49 euros each) that we got in the duty free in madrid’s airport missing.

The total amount of these stolen items is around 147 euros.

I wanted to let you know, (I believe, you know already...), that you have thieves working in your airport and they have access to the travellers luggage’s. This thieves they took their time to look even into my partner’s dirty clothes bag, open all the singles zips in the bag and check one by one all the items inside, I guess they had the bag during 15-20 minutes and they didn’t take anything else because there was only dirty clothes...

We are pretty sure the items disappear once in london because we saw the easyjet staff in madrid taking the bag into the airplane.

We had the same issue last night see my complaint to iss easyjet and watchdog, I will infor the police in both countries
Booking reference eksgbm8
Return flight details
Vienna to london gatwick (South terminal)
Dep 18 february 2013 20:50
Arr 18 february 2013 22:15
Flight 5360
Check in opens 18 february 2013 18:50
Check in closes 18 february 2013 20:10
Seat numbers 18 e and f

Dear all
I am writing to voice my absolute disgust and anger at our treatment on your flight (Ezy5360) from vienna to london (Gatwick) on the evening of monday 18th february - 20.50pm.

Our passage through security and the gate in london went smoothly, no complications, and our hand luggage was checked and fitted into your baggage gauge fine.

However, on our return flight from vienna, I was held up in security scanning, and my wife ended up some thirty seconds ahead of me. As I entered the departure lounge a discussion had developed between my wife and the iss man, he then proceeded to take a boarding pass from her.
My wife was told her luggage did not fit your requirements; I explained that the cradle must be smaller as it had fitted in london and I had been careful to measure the case, from your printed t&c, before we left home. He dismissed this and said it was oversized and thus we would not be flying! I asked him to show me that the case did not fit, he refused stating it was his decision and we had to pay 50 euros or stay in vienna. Knowing that our case was in fact the correct size, my wife went to insert the case into the cradle to show the iss man it fitted, he grabbed her arm tilted the case at almost a 45 degree angle and shouted see it does not fit.
I asked for the manager to be called, he refused, I asked for the police to be called he refused. The iss attendant then continued to dismiss any acknowledgement of my presence even though as far as I was concerned he had physically assaulted my wife.
In the end another iss man turned up who would not even talk to anyone and just stood there.
This was a completely different sequence of events to what I had experienced in london, and iss handling of this issue was confrontational.

This caused major upset to a large number of passengers, with at least 8 further bags having the same problem.
In one instance the bag was so much smaller than the sizing cradle, the iss man had to swing it from side to side to make it hit the frame work, he then said it did not fit!, it was 20% smaller than your cradle. Our treatment was very unprofessional and we were simply told to pay 50 euros or us and our luggage stays in vienna and if we continued we would not fly!
The whole atmosphere at the gate was of pure outrage and panic, especially people coming through the gate late.
But it was the dismissive, rude, confrontational, abusive both (Physically and mentally) attitude of this one individual that made this process all the more stressful. He made no eye contact, showed no sympathy
This complete farce had everyone boarding the flight in a less than happy mood, thus giving a bad name to easy jet and the baggage handling company iss.

My wife demonstrated to another passenger how our bag fitted, whilst the iss man was dealing with another woman, my wife showed him the case in the cradle and asked that he return our boarding pass.

Other members of the public offered their support to us and others, and the whole process was just an utter scam, and tarnished our holiday away in vienna

The iss staff then stood and smirked at the people walking through the gate to board the flight. Then to cap it all he assaulted an 18 year old girl by grabbing her around the throat, three other passages had to get involved and the police were called, all because of a book she had in her hand and the fact that she appeared to be wearing two coats. The iss man left her inconsolable, shaking and very tearful, with other female passengers grouping together to protect her.
At least ten people asked the iss man to identify himself us included, he wore his security name bag the wrong way round so no one could identify him, he demanded money for his name. After his continued refusal one passenger took a photo of him only for him to get the police to ask for it to be deleted.
The only documented proof of who he was obtained by us by taking a photo of a fellow passengers oversized luggage receipt see below and a number given by them 0205392 which is apparently some id number relating to him?

On boarding the plane I immediately reported to the captain of the aircraft that the iss staff had created a situation that could put the easy jet cabin crew at risk; she reported to the ground crew her fears.
The easy jet cabin manager took statements from people and said she would report the matter on her return to work (I hope she does)

I sat down with my wife clearly distressed and upset trying to work out how this could happen, the gentleman next to us (Seat 18d) stated the he fly’s the same journey at least twice a month and has had the same problem as had numerous other passengers on several previous flights.

On my return to the uk I googled iss easy jet vienna complaints and found the following complaint on line copied below under history
http://www.complaintsboard.com/complaints/easyjet-luggage-customer-service-complaint-c645353.html

This is clearly not a one off incident.

The iss man is abusing not only his authority, but the easyjet customers, and my wife.
I want this situation to be taken to the higest level
The iss man is defrauding passengers by gaining monies by intimidation and deception
The iss man is rude confrontational, and abusive in his tone and actions.
I will forward this to the austrian police and uk police should this not be taken seriously; I am prepared to return to vienna with legal representation to take this matter further should this be required.

I also hold easyjet equally responsible

I would appreciate a full written response within 21 days of the date of this letter before I progress the matter further without further notice.

Regards justin earl

The replies to date

Dear mr. Earl,

I am sorry, for the inconvenience you had at the flight from vie to lgw caused by the explained issue in your e-mail and on the internet platform.
Tomorrow, I will have a personal meeting with these employees and in case they acted the way you explained they will have to face consequences. I do not accept, that my agents seem to be reluctant to discuss issues with passengers or act in an unprofessional way. I am apologizing for the behavior of my employees an promise that this never happens again.

Best regards,
David hiersche
Iss ground services managing director

David

I was hoping to have an update on your findings.

I have sent a couple of updates including a pdf of what started the whole episode.

Could you update please

Justin earl

Dear sir,

I received all the necessary information I needed to get an overview of that situation.in addition I received your complaint forwarded by easyjet with your request to suspend the staff agent. After having read all the statements and having a meeting with my staff there are several things to say:

- you did not pay any fee for your hand luggage!
- you threatened my employee while leaving the gate, that he will get fired after your complaint
- the receipt you took a photo of, was not your receipt, it was from someone else
- the handbag you took a photo of, was not your handbag

All of my employees told me, that the person you are complaining about, never touched or grabbed someone, not your wife nor a young female.

I am taking complaints very serious, an wherever necessary changes will be done, employees will be reprimand or even suspended, but only based on facts which have to be 100% reproducible.
Under these circumstances, your comments are different to the statements of my staff, and saying that we never got a similar complain, I will not suspend that agent from duty.

Referring back on your concerns, we will keep them in mind and change procedures where necessary.

Best regards

David hiersche
Dear mr hiersche

You clearly did not read my letter in full, or you simply did not understand it.

Your employee stopped my wife, the bag was pink the same pink bag in the photos "fact"
Your employee put the bag into the cradle at an angle thus stopping it from fitting "fact"
My wife tried to put the bag in the cradle to prove it fitted "fact"
Your operative pushed my wife's arm away "fact"
I asked for a manager to be called, he stated no one else would come "fact"
I asked for his name, he refused "fact"
I asked for him to turn his id badge around he refused "fact"
I told him I would not pay as the bag fitted "fact"
I asked him to try it again with me there, he refused "fact"
My letter explained the only id, we could get was a receipt from an oversized luggage passenger not ours "fact" did you read my letter in full?
I never said he charged us "fact"
Your agent and your staff are lying "fact"
The only truth here in your reply from your staff, is that I did tell the agent I would get him sacked "fact" why, because after everything we went through and how rude he was, he then smirked and laughed at me and my wife as we went passed him to the plane!
I was so enraged by his behaviour, I complained to the pilot "fact"

I photo’d my wife's bag at gatwick, do you believe I would at 23:00 hrs photo someone else's bag!

I will be asking easy-jet to forward all complaints surrounding vienna to gatwick airport over the last six months, why because others on the flight where going to complain and had previously complained. I expected more from a worldwide company than this.

Review your reply and have the decency to give a factual and truthful response.

Unfortunately, I do not consider this case finished, as bullying, intimidation and gaining monies by deception is not welcome in this modern world!.

I would also like to know how you have witnesses to my wife's arm being pushed as it happened whilst there was only the young blonde hair man checking boarding passes and the asian iss man who did it!.

I would suggest you send secret undercover staff into this area when this man is working, because rest assure, I will be filming your airport staff over the next few months, every time I go through, I will not forward any information to your company but to the press for them to expose the goings on...

The forum on the internet was not started by me, I came home so enraged by the way in which your staff prayed on vulnerable people and us, that I looked up a google search to see if others had experienced the same lack of human respect from vienna airport!.

Please reply or call, I am flying to german tomorrow, I will give you 48 hours to consider the content and validity of your reply to me today, if I do not receive a reply or the chance for us to discuss this in person, I will take this matter further and without notice to iss.

Regards

Justin earl

Dear mr earl,

As you suggested I sent an “undercover staff” to get an overview of the procedures last week and in addition to that I joint myself the operation last night.
At the operation last night I had a conversation with an ezy-frequenttraveller who kept an eye on the situation at that day and assured me that my staff acted the way they should.

Regarding the id cards, he refused to turn - we deal with id numbers, caused by the fact, that handling agents were attack by passengers at the boarding and after a flight at the airport.

I am sorry, for the inconvenience you had, but my staff acted the way they should, according to all the guidelines of ezy,

Best regards,

David hiersche

Dear david

I have thought long and hard about your replies and if all you say is true, then your staff may well of changed how they approach customers, which is a good thing!.

However

Whilst returning from my business trip on tuesday 26th february from hamburg to gatwick, I questioned some passages in the lounge queue about previous trips and destinations and airport staff.

The passengers were in fact easy jet crew, I asked if they had any complaints about any european airports, they ask which airport,

I asked if vienna had been an issue, to my surprise they had only heard of one airport with continuos complaints, this airport was vienna, by all accounts and the easy jets own staffs words vienna is notorious (I will give you other description's should you fail to understand the language), infamous, renowned, well known for charging 50 euros for baggage even when customers insist that it fits!? I would like easy jet and you to comment on this!

He told of one story of one person with six children all being told they could not fly, and of how their bags did not fit the cradle even though they fitted in the uk. (Preying on vulnerable people yet again)

I suggest your investigation is flawed, I suggest that you need to review your staffs training in customer handling.

I know there have been complaints from others, easy jet has had previous complaints and your standard reply is offensive in it's dismissive nature.

May I also add that I asked two members of dsh staff (Airport handlers) at hamburg airport if I had a complaint would they freely give me there name and number.

The woman said she would only give me her id number, if she felt in anyway threatened, her supervisor stated that all staff have to give a passenger there number and there first name at the very least, the passenger has the right for the police to be called at any time if they so wish if the attendant refuses to give full details, and the attendant must do so!.

What next, if you can not or will not research this further, then I think easy jet as they contract you for airport service need to take this further, I will be keeping the bbc's watchdog researchers updated.

I also request the airports owners contact details for a formal complaint to be forwarded to them.

I will hold iss and easy jet to account for their treatment of me and my wife.

Justin earl

I was flying out of Malaga to paris and this was my first time with easyjet so all I new is that I had to buy baggage so I did buy 9 cases and when I arrived to the check-in counter the lady asked me to pay for extra weight I requested to see the manager and when she came I explained the situation and dhe was not helpful and started threatening me to take me off the flight and we were 6 plus one infant.
I don't understand what kind of behaviour is this but I am sure that this was my last flight with them. Very bad staff

We arrived at Rome Fiumicino airport 2 hours before our flight. We check on the board for our flight, we need to proceed to counter 179 for check-in. When we went to the counter, it was closed (light off) and noone is at the counter. So we thought it was too early, then we waited 15 minutes and went back to the counter it was still closed.

We decided to just line up at other counter of easyjet, and waited for 1 hour the line was barely moving.
With the very short time left for our flight, we have no choice but to go straight to the counter and told the employee we are leaving to Toulouse in 40 minutes.
The employee responded with an angry look on her face ' You are late, It's too late'.
I replied 'i was 2 hours early in the airport, and your counter 179 is closed even until now, so i lined up for 1 hour here, the line is not moving at all!'
She responded with complete rudeness and with a joke face as if i was the stupidest person on earth! 'The counter 179 only means that you should go to any other counter at the area of 179.now nothing we can do' and she asked us to refer to another counter which is the ticket sale counter.

So we went to the counter, and the employee replied 'you missed your flight, and no flight to Toulouse for today and tomorrow'
But actually our flight is still there, which the time was 30 minutes before our flight leave. They have no effort to give us any solution because we still have time for our flight, instead just saying it is too late and nothing can be done.

We asked for a refund or to be placed in another flight, but the employee said no refund and we have to buy new ticket to get on another flight.
There are other passengers with the same problem, same flight, were in the same queue with us, everyone was shouting at the counter. but the employee just said we should leave!and slammed the sign 'Counter Closed' in front of our face.
We tried to call the Customer Service call centre, the number was not reachable, we left with no choice.
So we decided to look for other flights/trains.

In the end we left only 1 choice which is, taking the train, that cost us nearly Euro600, and we have to change between trains 4 times, and took us 24 hours of travelling.
We went through all these just because of following what we were told to do by EASYJET, Checking in 40 minutes before (we did 2 hours before), to check-in at counter 179. and it is our fault in the end.

I would advice every single person who would consider to fly with EASYJET to just not do so! no matter how right you follow the rules, in the end you might regret it!
If only from the beginning we chose to pay a little bit more for other flight company that have real service, It would save us a lot of Euros, compare to our amount to get back to Toulouse which is around Euro740 charges(Euro140 for flight that we never took, plus Euro600 we spent on trains, not included the meals we have to spend in the extra 24 hours of travel)
WOULD NOT GO ON EASYJET EVER IN OUR LIFE!

I know it's long, but this is a rather hilarious correspondence I had with the automatons that is "customer service" at Easyjet. In the end i was doing it for comic value knowing that they were never going to actually help me...

Your Question has been Submitted

Question Reference # [protected]

Hi,

I would like to make two separate return flights in January. One is with a child, the other is without. When I try and book the second flights the website automatically carried through the same number of passengers, and there is no way of removing the child from the second set of flight.

I would like to book ALL the flights at the same time and therefore incur only one 'Admin fee' of NINE pounds. I called up your customer service and was told that this could be done by phone once I confirmed my flying dates. When I called back to do this I was told it was not possible, and I would have to make two separate bookings and therefore pay the admin fee TWICE?

When I questioned this, I was simply told 'that's the way it is', and was then refused the chance to speak to a manager as 'company policy'!

Is this really the way Easyjet likes to treat it's customers? I don't see why the customer should incur the extra cost of making two bookings because you have not set up the website to accommodate this particular need (which I don't think is that extraordinary).

Could you please let me know why you are not able to book separate flights with different passenger numbers at the call centre, and why it is 'company policy' to not let customers speak to a manager at your customer service centres,

thankyou

Tai

18th November 2012

Dear Tai,

Thank you for contacting us.

I am sorry to hear you are having problems making a booking, if you could please respond to this e-mail with a suitable contact phone number an agent from this call centre can then call you tomorrow, Monday the 19th November and make the flight bookings for you.

Yours sincerely

- David Byrne -
easyJet Customer Services

Dear David,

Thankyou for your prompt response. In all honesty I wasn't expecting anything so quick, or constructive, as I was told point blank that 'it is not possible' to do what I wanted. Hence my email looking for answers to my questions rather than any solution to my problem.

In view of this I have now gone on and booked the flights separately, as I didn't want to wait a day or two, be told the same thing, and then find that the flights had gone up in price!

I am taking inference from your reply to my mail that in fact it would be possible to book all the flights on a single booking, and therefore incur the single Admin charge? If this is the case, and given that I have already gone ahead and booked the flights on separate bookings, is it possible to simply refund one of the admin charges?

19th November 2012

Dear Tai,

Thank you for contacting us regarding your recent bookings.

I have spoken to the manager and unfortunately we are unable to process a refund for the administration fee for one of the two bookings that you made online yesterday as this is outside of the easyJet company policy.

Yours sincerely

- David Byrne -
easyJet Customer Services

In that case David, might I ask what you meant by asking me to send a number for someone to contact me. Would it have been possible for someone to book both sets of flights for me on the phone, as you had suggested?

19th November 2012

Dear Tai,

Thank you for contacting us.

I had asked for your contact phone number to determine which flights you were looking to book, but the proper process is to make two separate bookings therefore incurring two administration fees.

Yours sincerely

- David Byrne -
easyJet Customer Services

David,

With the greatest respect, your initial response was pretty specific. It stated that someone would book the flights from the call centre. I had made it VERY clear in my first mail that the problem was in trying to book all my flights on the one booking, and was centred around trying to avoid paying twice for the same service.

There would have been no need to check with me which particular flights I had wanted if, as you now say, the policy would have been to insist on separate booking regardless! So, what would have been the point of it?

Frankly, it sounds like Easyjet are now backtracking from making a (maybe ill-advised) promise to accommodate my needs regarding the bookings once you found out I had already made them.

Any normal person would think it very reasonable to expect to be able to make multiple bookings with different numbers of passengers at the same time, and because someone hasn't made this possible on the website the 'customer' has to pay, literally, double for the privilege as a result.

It's a rip off
I'm a cornered consumer, so have no choice
Easyjets customer 'service' is laughable
The 'policy' of refusing access to any kind of management is disgraceful and cowardly
Although it won't mean anything to the business I will be relating this tale to as many people as can be bothered to hear it, given that it won't come as much of a surprise
I hope that's worth the extra £9 that's been squeezed out of me!

THIS WAS THE END OF THE CORRESPONDANCE AS I HAVE NOT HAD A REPLY TO MY LAST MAIL

SO I ADDED SOMETHING ELSE….
24th November 2012
Further to my previous mail David I have another, and final, point to make.

It is clear that actually it is not company policy for a consumer to HAVE to make multiple bookings for multiple flights IF the same passengers are flying. Just to spell that out - if it was just me flying, or I was flying on all flights with my son, then the website gives you the opportunity to book as many flights as you want on the SAME booking reference. And therefore only paying once for the admin fee.

So the penalty is actually wanting to change passenger numbers for different flights. WHY is the consumer penalised for this? I'll give you the answer - Because someone didn't think about including it in the construction of the website, which would be easy to do.

As you did not respond to my previous mail I won't be expecting you to reply to this - and said as much in the easyjet survey I was sent. However, your non response will just be added to the compilation of all our other correspondence, which will make some amusing reading wen I post it on the internet on as many "tell us about your bad customer service" sites as possible.

Again, I'm sure it was worth the extra £9

24th November 2012

Dear Tai

Thank you contacting easyJet.

I am sorry to hear that you feel you were over charged. I have attached a link below which explains our fee's:

http://www.easyjet.com/en/fees-and-charges

All bookings (except Flexi fares) will incur a £9.00 administration fee. You can make multiple booking under your own name but if you decide to take another passenger this will be taken as a new booking.

Unfortunately we can not refund you the £9 admin fee as you accept these terms and conditions when you booked your flight. We must stick by these to ensure that we treat every customer the same.

We appreciate hearing from our customers, as their comments are vital for us to continue improving our services.

If there is anything further that I may assist you with, please do not hesitate in contacting me again. I am more than happy to answer any further questions or enquiries which you may have at this time.
Once again thank you for contacting easyJet.

Kind reagrds
Declan
easyJet Customer Services

Ah Declan,

Another bouncy wall posing as customer service. Just bat back some standard text book answers that fit my complaint and chalk it off to a 'response'. Either you did not read my correspondence properly, or you do not understand my point. I hope its the latter, but wouldn't be surprised if it was the former. I shall try and make it clear using your response to me.

- I am sorry to hear that you feel you were over charged. I have attached a link below which explains our fee's:

I don't 'feel' that I was overcharged. I was overcharged.

- You can make multiple booking under your own name but if you decide to take another passenger this will be taken as a new booking.

This just isn't true! The small, but extremely important, point of the matter is that you can make multiple bookings with the SAME NUMBER of passengers, whether it was simply for myself or a party of 10. The 'problem' arises when you want to make multiple bookings with different numbers of passengers! Do you have a single logical reason why this should be? The answer to that is NO, as there isn't one.

What this highlights is that it is in fact possible to make multiple bookings and incur a single admin charge - just not with differing passengers. WHY?

- Unfortunately we can not refund you the £9 admin fee as you accept these terms and conditions when you booked your flight. We must stick by these to ensure that we treat every customer the same.

The booking was only made as I was given two different answers when I inquired about multiple bookings with different passengers ...therefore I was lied to, at least once! The second sentence merely underlines large corporate companies indifference to the consumer, because actually you can treat customers as individuals if you actually cared, rather than simply firefighting complaints!

- We appreciate hearing from our customers, as their comments are vital for us to continue improving our services.

Um, no you don't. And easyjet does not offer a service, it offers transportation in return for money.

- If there is anything further that I may assist you with, please do not hesitate in contacting me again. I am more than happy to answer any further questions or enquiries which you may have at this time.

Given that you haven't actually assisted me at all, merely told me all the reasons why you won't, that seems pretty pointless. I would be interested to see if you can re-hash the same corporate indifferent nonsense you sent me this time, or whether you are able to ACTUALLY answer my questions.

- Once again thank you for contacting easyJet.

Thankyou for providing me with further amusement for my internet posting

Kind reagrds
Declan

At least this shows it was written by a human and not automated!

yours amusingly,

Tai
24th November 2012

Dear Tai

Thank you for contacting easyJet.

I am sorry you feel this way, but after looking into your case you won't be getting your £9 refund. I have already explained that it is a separate booking

If you wish to post these comments on the Internet that is your choice.

We look forward to seeing you on board our flights in due course.

We appreciate hearing from our customers, as their comments are vital for us to continue improving our services.

If there is anything further that I may assist you with, please do not hesitate in contacting me again. I am more than happy to answer any further questions or enquiries which you may have at this time.

Once again thank you for contacting easyJet.

Kind reagrds
Declan
easyJet Customer Services

Who else notices that when you have booked an Easy Jet flight they send you an email saying "Important! You need to add ID information to your booking". You have of course already done this.
So i was forced to check by contacting Easy Jet (pain in the A++e) only for them to confirm what I already knew,
Dear Adrian,
Thank you for contacting us.
I hereby confirm that we have all the necessary documents for the booking which allows you to board the flight. I suggest that you can print the boarding pass up to 2 hours prior to Schedule Time of Departure.
I hope this helps. Have a wonderful journey!
Yours sincerely
Denzil Mckoy.
easyJet Customer Services
WHY DO THEY DO THIS? Sharp Pracice is the answer. They want you to go back to the web site and buy other stuff. When I asked them why they sent this scare mongering message when it was clear that I had supplied my details they refused to comment.
I have now written to the Chief Executive, which I guess they will ignore.

dear sir，
I chose your company as my first choice for traveling from amsterdam to geneva on 10, nov, 2012, but now I was so disappointed by the service of your staff! When i was getting on board, your staff brought a lot of trouble. She prohibitted me from going on board just because she didn't understand what a return visa is used for! When I tried to explain it to her, she even didn't listen to me and kept bringing me trouble! This is the worst traveling experience I've ever have!

Dear Sirs,

It was my first time flying with Easy Jet, between Lisbon and Gatwick and return.

I’m very disapointed with the costs paid.

In my trip to Uk, i brought with me two grand sons, and returned alone.

We have paid in total EUR:799, 21 and did not bring with me all the things I had to bring into the UK.

Obrigado por reservar: EKK6HZG
Importante! Precisa de adicionar informações de identificação à sua reserva
Por razões de segurança, tem de fornecer os dados do passaporte ou de outros documentos de identificação adequados, com que viajará. Isto é necessário por lei, para si e para os passageiros que o acompanhem.
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30-09-2012 83, 94 £ foram debitados no seu cartão Visa que termina em 9009.
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O seu itinerário confirmado

Passageiros
Sr.ª ANA MARIA ROMANO

Londres Gatwick (North Terminal) a Lisboa (T1)
Part 09 Outubro 2012 17:10
Cheg 09 Outubro 2012 19:45
Voo 8719
O check-in abre 09 Outubro 2012 15:10
O check-in encerra 09 Outubro 2012 16:30

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Thank you for booking: EKK48SL
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29/09/2012 €545.27 has been charged to your Visa card ending 9009.
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Your confirmed itinerary

Passengers
Mrs ANA ROMANO
child FERNANDO OLIVEIRA
child RAFAEL OLIVEIRA

Lisbon (T2) to London Gatwick (North Terminal)
Dep 05 October 2012 20:20
Arr 05 October 2012 22:55
Flight 8720
Check in opens 05 October 2012 18:20
Check in closes 05 October 2012 19:40

2 Checked bags
per flight between all passengers combined up to a total combined weight of 40kg
Add more bags/weight

Specific needs and access requirements.
Please inform us of any specific needs or access requirements by adding a requirement to your booking no later than 48 hours before the scheduled departure of the flight.
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If I was flying with other company, as TAP, for instance, I should have paid less and I could bring with me all the lugagge I should have sent for my daughter and kids leaving now in Uk.

Maybe you can tell me, why didn’t I flight with other company? Because I was so ansious to bring the kids to join the mother that I did not remeber to contact other company .

My daughter she used to flight several times with your company, but speaking from my side I feel really dissapointed, and I cannot belive I’ve paid EUR:170, 00 to bring a sport bag with 12 kgs with children shirts to England

I do appreciatte you consider all these costs, which for sure you will consider extremelly high, and compensate me in some way, for example returning the EUR:170, 00 to me.

Just as information, my daughter flight to Gatwick on the 7th September, she paid for her and the 2 kids and she travelled alone. We know it is policy of your company not to return any money back, but really she is a good customer of yours.

Hoping to have a pleasant reply from your company.

In attached files, you will find copies of 2 tickets, plus the receipt of EUR:170, 00

Waiting to hear from you soon

Melhores cumprimentos / Best regards / Saludos cordiales
Meilleurs Salutations

Ana Maria Romano
Tel.: +[protected]/[protected]
Fax: +[protected]
email: ana.[protected]@lusocargo-sul.pt
web: http://www.lusocargo-sul.pt/
Siga-nos no facebook
Lusocargo®

Dear Sir,
My wife and her friend returned from Amsterdam on 9th August 2012 on the 10pm flight. She had enjoyed a great day. She was sat next to a couple of local Liverpool males who had obviously been under the influence of the the local cafe product. One of the males pulled out his lighter and was lighting against the paper holder behind the seats. He kept doing this and was close to lighting the paper. My wife was horrified by this and brought it to the attention of the stewardesses on the flight. They obviously had a long day and instead of minitoring the male just waited a short time nad just walked over to where they were sat without looking to see what he was doing and said. keep it down lads go to sleep. How pathetic when a flight lasts 1 hour! Obviously the male continued flicking the lighter until my wife had to say something to the male. Eventually after insulting my wife his mate told him to stop. She wrote to Easyjet after a month recieved thefolloing reply. Grammatically incorrect, using abbreviations I would not know and completely incorrect version of the events. Passenger safety comes second when you want an early finish. Disgusting
5th September 2012

Dear Mrs Langford,

Thank you for your patience and let me apologise for the delay in my response. It was caused by high volume of emails received within last few days.

Having investigated your case further with our Liverpool Cabin Crew Manager she confirmed they remember a couple of men that were quite noisy. Once you have highlighted that to the crew. they have also forwarded this information to the Captain. Our staff asked the passengers to calm down and passengers followed their instructions.

Once you have reported the lighter incident, our crew also approached the passengers. They refused they did use the item which was not allowed, but the crew have not witness them playing with the lighter, nor did she see the lighter visible.

We were also advised that there were no other complaints against those passengers. There were also no further issues reported and all passengers were abs. I would like to assure you that the safety on board is our priority and we have made all possible efforts to provide the highest possible level of service on your recent flight from Amsterdam as well.

I hope I was able to answer your question fully. If you need any further assistance regarding this matter, please do not hesitate to contact me back.

Yours sincerely

Joanna Karpinska
easyJet Customer Services Supervisor

Dear Easy Jet,

You have disappointed me beyond belief. Here I thought choosing you over Ryanair was one of my smarter decisions. But you fooled me, you got me good.  You overbooked your flight and you bumped me off my flight because I was a passenger traveling alone. Because you are so greedy and eager to take everyone's money, you sell more seats than you have. I paid for my ticket ahead of time like everyone else and you make bank and I suffer. Now 2 hours late to my job interview... this doesn't  mean anything to you, I'm just another number and $£$ sign. You should think about your customer service and the human beings you are treating. No amount of compensation will get me this job that I so desperately need. Thank you for ruining my life.

My name is Luca, and I am a frequent-flyer with ythis company.
on the 1st August 2012, something really unacceptable occurred on the flight EZY2266 Barcelona – Luton.

I was flying back home with my wife in UK and carried with me, my boarding pass and my passport inside my kindle (eBook).

I took place in a seat and putted my kindle in the seat-pocket in front of me before the departure; then because a noisy baby, I moved to the next seats row, during the move, I had left my kindle with my passport and my boarding pass, in the previous place.

After just a few minutes I remembered that my kindle was left there and looking back I noticed another passenger sat there. I asked him for my kindle, and he said that he gave it to a cabin crew member.

I then promptly got in contact with a hostess to inquire about my kindle and my passport, and she said that it was left in Barcelona because she thought it was from a passenger on the previous flight, coming from London-Barcelona and claiming some internal security policy.

Now my first question is, if someone is giving you an object, with inside a passport and even a boarding pass (That the hostess admitted to have seen but not checked out), would you at least check out the route on the boarding pass or check out if the passport belonged to someone on the plane by calling his name over the speakers or by checking out the passenger’s list before you leave it on the ground?

Nothing of the kind happened,

I have then been told that the pilot got in contact with both UK border security and Barcelona ground force to figure out possible solutions, and that I would have been informed as soon as news.

I have been asked for my contacts information and ensured that would have been kept informed, well; we landed and the pilot and the cabin crew apologize for the inconvenient THEY had created (and admitted) and informing me that nothing had changed, but that the immigration was aware of the situation and looking into a solution.

The pilot also said that he was trying to have my passport shipped over with the next plane from Barcelona-Luton.

When I arrived to the Immigration desk, I asked one of the officers to speak with a supervisor explaining the situation and that EasyJet captain of the flight EZY2266 of the 1st August 2012 spoke with him/her explaining the situation.

You can imagine my surprise when speaking with the supervisor, I discovered that she was completely at the obscure of the situation and that not even your own ground force was aware of it.

I had waited the next flight to arrive, SIX hours later and my passport wasn't there, I then had to send my wife alone all way down to London to get another ID from our flat to be able to pass the immigration control.

In all this time, none of your company has been seen, none contacted me (having all my contact information), either that night or the day after.

After I came back from work, I decided to try to understand what was happened calling your customer service in Barcelona ([protected]) at 8:45 GTM, and I spoke with the worst customer service ever, that that told us that my Kindle, my passport and my Boarding pass where in Barcelona, and these were considered like object left on board.

The problem is that I was on board with them!

Now, your completely unhelpful customer service told me that there is nothing they can do about it, and that I have to fly to Barcelona to claim my belongings.

This is ridiculous; your cabin crew did create this situation, and now I should spend money and time to fix it?

No check has been done either on my passport or on the boarding card, this issue has been handled in the worst possible way.
and I still don´t know how to get back my passport without having to spend 300/400 pound for an unscheduled trip to Barcelona.
a really unhappy customer

I would be a frequent flyer with easyjet and would like to consider myself a valued customer - obviouslty not. I had booked an internal flight from Manchester to Belfast on a Saturday morning and as I was flying from Belfast to Krakow on the following Thursday and had quite a lot of luggage as I had to pay extra to check in a bag...unfortunatly on arrivial I had been told that my bag had not need lifted and was left in Manchester but had been located and would be sent over on the next flight which would then be courriered the 50miles to my final desitination - I was happy enough with this and proceeded onward.

On the journey from the airport I then got a phone call from easyjet saying that as the next flight would not be arriving to 11.30pm that night I and the following day was a Sunday i would not get my bag back to the Monday - again I was very accomodating and agreed that I would be fine and would make do with the clothes on my back for a few days. Monday then came and I got another phone call from easyjet saying my bag would not be delivered to the Tuesday as they had forgotten that their courrier service did not work on a bank holiday but it would certainly be there for the Tuesday...again...low and behold another phone call on the Tuesday to say that they had forgotten the Tuesday was the Queens Jubilee bank holiday and that their courriers were again not working so I would get the bag on the Wednesday...by this stage I was getting angry and was seriously needing some more clothes while was also concerned as I had most of my travel documents in the bag for the Poland trip on the Thursday and did not want to risk another change of date so explained this to the person on the phone and asked that if I was to get a taxi to the airport (I had no transport as my car was in Manchester) woudl easyjet reimburse me for this and was told that if I got a reciept this should not be a problem.

Got a taxi to get my bag for a fee of £70 and called easyjet to be told again that this should not be a problem but to scan and email the reciept to customer services which I did only to get an email 3 weeks later saying that as easyjet had offerefd a courrier service they would not be reimbursing me!

I was as understanding and accomodating as possible to easyjet, I did not ask for any compensation for the hassle and inconvienience that not having my bag nor a change of clothes for 4 days caused due to their incompetance nor did I ask for the extra fee back I had to pay to get my bag on my flight, only asking to be reimbursed the fee I had to pay to recify their error only to be told no chance, this was especially annoying when I was initially told that this shouldnt be a problem!

Easyjet are a bunch of thieving cowboys with no idea about customer service.

EasyJet customer service is ranked #298 out of the 547 companies that have a CustomerServiceScoreboard.com rating with an overall score of 34.82 out of a possible 200 based upon 457 ratings. This score rates EasyJet customer service and customer support as Disappointing http://www.customerservicescoreboard.com/EasyJet
Nowday there are 403 NEGATIVE Comments and two ex-emmployee for easyjet

Oh, yes we know very well from our own experience the rude, discriminatory, humiliation attitude of the easyjet crew, and look carefully before you make booking with them because they are not cheap low cost aircraft and it is not easy to travel with easyjet, it was costing us a lot because they remove us to fly due to reduced mobility. You don´t need to look longer in their booking website to find out the scam!

We had a terrible experience with Easyjet today (02 JUL 2012) at Manchester airport at Gate 3 (0700 GMT). My wife was charged 40 pounds to carry her medical equipment on the flight. The rude and loud woman at Gate 3 shouted that if we do not have a specific letter from the doctor indicating usage of the equipment is mandatory on an airplane, she will not allow us to board the flight. To avoid arguing with the stupid woman, we paid the charges. Only to find out that the flight was not full, there was empty space in overhead lockers (and at least 30% empty seats) and to top it off, the extra piece of luggage that was supposed to be 'checked-in' was conveniently put in the overhead luggage compartment right next to our seat! This was crazy to say the least, so we complained to the crew. One steward was patient and actually provided us with the EasyJet cabin safety manual section 2.4.16 where it clearly says that any medical equipment upto 10 kg is allowed to be carried onboard in addition to any hand luggage! He also conceded that the behavior of the ground crew was rude and not as per EasyJet guidelines. However, he expressed his inability to provide us with refund and has directed us to the EasyJet Customer Service department ... he was also honest in telling us that he is not sure if we will get any refund of the paid charges.

We travel all over the world and my wife has never been denied carrying the medical equipment with her! On top of that, when we flew from Berlin to Manchester on EasyJet, the crew in Berlin allowed her to carry the equipment. The check-in agent where we dropped our bags also confirmed that we could carry it onboard.

The loud and rude gate woman told us that they all (Berlin crew and the check-in agent) were wrong and she is just following the 'policy' of EasyJet.

For us, it looked like a cheap tactic to fleece money from passengers under the pretext of time pressure and policies ... real bad impression and taste EasyJet has left in our mouths ... will not fly them unless there is no other airline left to fly with...

Also, we are considering our legal options as the EasyJet gate agent woman tried to endanger my wife's life ...

Oh, yes we know very well from our own experience the very very rude attitude of the THOMAS COOK crew and EASYJET, and look carefully before you make booking with them because they are not cheap low cost aircraft.You don´t need to look longer in their booking website and find out the SCAM.Very disgusting aircraft and stewards.