EasyJet
Reviews and Complaints

Easy Jet cancels flights and makes it technically impossible to re-book - they cancelled my flight 7th January Berlin to London Gatwick and told me that the flight to London Luton (same evening) was full

- I was not told about my right to book a hotel / taxi etc.

- The telephone number to the call centre was wrong

- Telephones provided to customers to re-book were not working

- The re-booking service on the Internet did not work and I could not rebook my flight for the next day (error message from Easy Jet). Staff told me there were no flights until Monday 11th January

- Staff at the airport told me that Easy Jet closed down the call centres

I was going back to Engalnd for a christmas holiday, when we arrived in Manchester my luggage had not arrived, i reported this, filled out a form and was told they would be in touch... i was giving no form back, this was the 23rd Dec.
By the 26th still no news, so went back to the airport only to be told there was no one availible to talk to, also no one had a number to get in touch with, so went home luggage less agian...
I know had to got out and buy a new suitcase as i needed to buy all new clothes, as well as presents, we where due to fly back on the 30th at 7.15am, i received a phone call the night before at 5pm saying a man was outside with my case...
The next day at the airport they then tried to charge eccess baggage, and we got told there was nothing they could do, we had to sort it over here, i would have been happy just to have had a phone call... no sorry, nothing.

I'm still in shock, but I'll keep this short. Basically EasyJet ripped me off by 100 pounds today.

Today I flew from London to Barcelona. Paid for two bags on the EasyJet website. One bag allowance was equal to 20 kg, so I presumed that two bags would allow 20 kg more - like all airlines do. I had two pieces of luggage: one 20kg, one 10kg.

At check in, I was told that I had to pay 100 pounds in addition to the 9 pounds extra I paid online for the second bag. Apparently, no matter how many bags you check in, your maximum will always be 20kg. Buying more bags apparently does not mean you get more weight to carry. I fly for a living, and this is the first time an airline has ever so sneakily inserted hidden fees like this. A gentleman next to me was livid because he was asked to pay 400 pounds for four bags he had applied for online (as I did). I then spoke to at least 5 other people around me at the airport, and none of them were aware of this rule.

I spoke to four employees and demanded to speak to a manager. All of them said that there was none available. All of them repeatedly said that the policy on the website says "20 kgs max", but it is simply NOT clear enough. Had I known that an extra bag would cost FOUR times the amount of the flight, I would have gone to another airline. A couple of the agents even appeared sympathetic, as though they, too, knew that the company was clearly misleading people with such an absurd policy.

I called customer service while I waited to board the plane. The agent was nice and calm, and repeatedly told me that the policy is stated online. I then repeatedly told him that this policy needs to be made much more clear on the website, and that they cannot continue to trick their customers into thinking that when they purchase an extra bag at 9 UK pounds that they are covered for a second check in item.

In their baggage policy, they write that you can check in up to 9 bags (at 9 pounds per bag). But how in the world is that even possible if the maximum weight of all bags is 20kg? You'd have to be packing cotton or air for that to make any sense.

It is unethical what Easyjet is doing. Their policy is intentionally misleading their customers and this cannot continue to happen.

Damage Resulting = Consequences were having to pay 100 pounds. The company fail to give their customers the information they need to make informed decisions.

Dear Sir or Madam
While travelling back from Barcelona on the 6th Dec 2009 on Easyjet flight No EZY6030 from Barcelona to Bristol, we boarded the fight and one of the staff on the flight called Amey, was quite obstructive and insultive towards my wife because the bag she was carrying was thought to be to big, I can assure you that it went out from Bristol to Barcelona okay as it was within the size limit, but on the way back they had a different view on life, they are so inconsistant in the way they operate and rude when they approach you I thought she was a member of the gastapo, there was certainly no need for the kind of abuse and insult she recieved
Regards K Thornton

I booked my son to fly from Luton to Malaga on 30th November. He passed through check-in and security, and at the point of boarding was told that there were "problems" with his passport. Customs and Excise were called, and they told him that in fact there was nothing wrong with his passport, but they´d kept him waiting so long that by this time he had missed his flight. Customer services at Luton did not want to know.
I emailed the Customer Services Champion (!) and she replied that my son "had been drinking", and that there was a problem with his passport, despite the fact that he had flown 4 days later with no problems at all.
I have contacted the consumer watchdog and my solicitor, as their attitude is an absolute disgrace.

I booked online flights from liverpool to jersey for friday 23rd july - 26th july 2010 as our wedding day is on 24th july. As soon as I had confirmation to print off, I noticed immediately that an error had occured & it said the outgoing flight was friday 16th july 2010. I e-mailed straight away, as the phone lines were closed & there was an error on the system, but a message said not to send a 2nd e-mail they would e-mail back. Not a word until4days later, 4 e-mails later, 3 phone calls later at a charge of & pound;15 extra & another & pound;150 on top of the & pound;300 already paid. They won't admit it was their error, they have no policy for investigating their faults or exceptional circumstances. I have had to pay 5 lots of & pound;25 for changing the date & the difference of the flight. As my children are booked on the flight & basically I have no choice, because it is my wedding day.
They are not responding to any of my e-mails, they don't care. Oh & how strange they immediately put the flight prices up as soon as I told them that about 60 friends & family would be booking on that flight. What a coincidence! Please be careful when booking on-line I think they are scamming customers and you can never win. I was breaking my heart, but they just don't care.

This is what happened:

I've booked a ticket on Easyjet to fly with my baby to Marrakech yesterday, and have paid for an extra two pieces of luggage, in advance, on the internet.

when I went to Check-in, 2 hours before flight, I've been told that I was only allowed to 20 kilos total, whatever the number of luggage.

I explained that to me, paying for 2 pieces of luggage, meant twice 20 kilos, because when I buy one piece of check-in luggage, it gives me right to 20 kilos, so logically, if I pay the double, I get the double.

The manager told me that double the price was just to allow me have my 20 kilos split in 2 bags! It did not make any sens!

She offered me 2 options:

1- to pay over £250 excess luggage or,

2- to buy an extra seat for my baby under 2 years (supposed to travel on my lap) for £106, with an extra luggage.

As the second luggage was full of clothes for charity destined to an orphanage, I decided to leave it to the charity of the airport, if there was one, or leave it at the left luggage facility, for less than £7 per day, and call a friend to come pick it up for me.

I told The manager to check in the suitcase I was allowed to, and that I will manage for the rest a solution.

She answered: " I will not check your suitcase in until you get rid of the extra luggages"

I did not understand why she would have any rights over my private property and tell me how or when or where I would dispose of it, before even I check in or board!

The discussion went on and on. I tried to explain to her that if I wanted I could also open the bag, and empty the clothes one by one in the bin, my right to dispose of my belongings as I please!

She kept telling me that she wouldn't let me check-in unless I first get rid of my things, and kept saying that my only other option was to buy another ticket for my baby.

It was like a blackmailing situation, where I was cornered with my baby in my arms crying for his breast feeding, the passengers behind me were following the story and started trying to help me, they were all disgusted. The situation was very humiliating, my tears started flowing.

And this is the best part:

When she's seen my tears, she told me: " Ah! Crying? you're not even boarding this flight then. Please step aside until I say you are able to proceed, and until I say you can travel"

The whole thing was turning to madness, and I could see that she was doing all this on purpose. I think she decided that she did not like me and that she would do anything to complicate the situation.

Passengers who heard it all, behind me in the queue came to the rescue, giving her looks of disgust. She wouldn't change her mind, and she was so rude, giving me orders to step aside.

I begged her to finish my check-in so I can sort out my baby and the left luggage, and that I was too tired pushing the trolley with my right arm and pushing the pushchair with my left one, to go all the way downstairs to the left luggage facility and come back again, and I asked if there was any assistance to help me do all it faster, at least...

She said no to everything, I even offered that she sends someone with me after the check-in, to make sure she knows exactly what i am doing with my property.

She said No!

During all that time, my baby was crying of hunger, to the point that one of the easyjet persons who is in charge of the check-in queue, felt pity and brought me a chair, in a corner, to sit and breastfeed. I was so distressed, I was crying facing this tyranny...

My friend, who was following all this with me over the phone, told me: "Don't move, I'll buy a seat for baby now on the internet and it will be sorted".

So we purchased a new ticket over the net instantly, but the system booked it automatically for the day after! That's because we were only one hour and a half prior to my flight.

I got back to the check-in counter, and another lady agreed that the luggage issue was solved, because I bought another ticket, but she told me that now, I had another issue! The new ticket was for tomorrow's flight.

I asked her if today's flight was fully booked, she said " No, there are plenty of available seats"

I asked if there was a possibility for me to board on today's flight, nowing all I've been through, and to save me going back home, Gatwick express and minicab, and three floors with no lift, with baby and luggage, She said: "My manager can do that, I'll ask her"

And guess what?

The same very rude manager, who caused me and my baby all this distress, and made me pay an extra ticket that I did not need, That very same person, refused to let me board, and she sent to me another person, who told me that I had to wait until the flight closes, and that only then, I had to go to the Easyjet Counter to change my old ticket for tomorrow's flight, and pay another extra £45 for that, and fly tomorrow with baby. Because Their system couldn't make the booking for the same day!

I stayed another half hour waiting, for the flight to close, and after another session of breastfeeding baby, I went to the Easyjet counter, to pay the extra £45 to be able to fly the day after.

I asked the agent at the counter to give me a contact number to complain about his manager, and to change my date of flight.

And guess what he did?

He called the very same manager, telling her that I wanted to have a chat with her! I kept telling him during that call, that I did not want to deal with her anymore, and that I just needed to change the date on my ticket, and a contact number to complain.

She came to me and said: " My staff is not serving you, go away!" And she ordered the agent at the counter not to deal with my request, and she handed me a phone number to call and complain if I intended to.

So I'm back home, missing my holidays, and wasting my money in trains and minicabs: another £79...

I am filing a complaint and looking for other passengers she mistreated, to sign a petition against that Manager, in Gatwick Airport, Her name is Tara Lang.

Please contact me if you have experienced such a treatment from Tara Lang, and together we will act: [protected]@hotmail.com

I made a booking for a flight in August for my partner, my child and I to fly on 5th March. On having to pay £20 for my child to sit on my knee I thought that this would mean she would have passenger status.

Easyjet have a policy of passengers having to pay for their hold luggage and on being given this option I was under the impression that this meant that my daughter would be allocated 20 kg. It was not apparant on the web site that this wasn't the case.

I have since checked my booking and it was then that I noticed a change in the working of the baggage allowance stating that only two of the passangers, the adults are recognised and share an allocation of 40 kg. I sent two eamils and didn't recieve an answer to either which meant I had to phone.

This phone call took 40 minutes charged at 10p per minute totalling £4 to gain clarification on this. I was asking why we pay £10 per trip per infant and they aren't recognised as a passanger.

I also wanted a refund for the 3rd bag as it wasn't made clear at the time of booking that my daughter would not have her own baggage allowance.

I also want this to be shared with other families to warn them of easyjets policy.

Booked a flight online wiht Easyjet for travel in 4 days time. The booking process was smooth and a bit easier than other simialr no frills airlines I've used - up until the payment info. Entered payment details using a Visa Electron card as there would have been a change of 7.50 Euro for other cards which is ridiculous. On submitting was given an error saying that the payment had been declined by my bank. Knew I had plenty of funds to cover it so went back a page to check the details as their message suggested and they were correct - so tried submitting again and this time (a matter of seconds later) was told that the price for my ticket had just gone up by 30 Euro. Called up my bank (usual 10 minutes on hold and answering security questions) for them to tell me that there had been no attmepts to charge to my account by any merchant that day and there's no way that the retailer could have determined a authorised or declined response form them and that I should ontact the retailer as it must be a fault at their end... Spent 10 frustrating and expensive minutes going round in circles listening to unhelpful messages on their costly customer 'support' (should be 'rip-off') line without being able to even speak to a human to explain the specific nature of the problem. Exasperated, returned to the easyjet booking, I had to make the journey and had only a few minutes left in order to complete a booking so angrily tried to submit once again at the increased price - and lo and behold the new payment was authorised 'by my bank' just fine. So it seems that it was a very convenient and suspicous 'technical error' on Easyjet's site with an entirely misleding user message. Could it be that Easyjet want to make it difficult for their customers to pay by a method where they can't manage to fleece you once more / entice customers into a booking at a lower than avaialble cost only to suddenly add more once the customer has already invested significant time and energy into the transaction. If the end or even original booking price had been good value then I would accept and say nothing about this appalling customer experience and the fact that they'd clearly rather freight cattle as they have no interest in letting their customers even speak to them. However, this 1 hour flight ended up costing me over 150 Euro and at that higher than average 'no frils flight' cost I would expect the basic ability to speak to someone to request a refund of the additional charges I had to pay as a result of their apparent technical error. Disgusting.

Easyjet / easydanger —

Easyjet are a dangerous airline. Being a pilot myself on the a320 — same aircraft that easyjet fly - I can confirm, that these guys are unsafe! Was right in the front aisle seat and caught a glimpse of the fob (Fuel on board) through the cockpit door just before door closing. Ha! These buggers take less than minimum fuel!... Even when the weather in paris cdg was bad! I'm sure the pilots would have been # in their pants had they gone around. This low-cost airline is dangerous. Never again!

Sherard, uk

My friend and I booked our flights to Gibraltar and returning to Gatwick 6 days later, the outgoing flight was perfect, no complaints what so ever, But the return flight was a flight from Hell.We were transported from Gibraltar to Malaga, Spain by coach due to a mechanical problem all this took time therefore we would be very late arriving in Gatwick U K.We were kept waiting in Malaga for hours, no complementary drinks or food.Eventually we boarded and were offered free soft drinks, we still hadnt taken off and were PATIENTLY waiting when one of the stewardessess was taken ill with appendicitis so we had to wait for an ambulance, paramedics etc, luckily there was a doc on board who was able to diagnose, all this took ages, we still hadnt left Malaga Spain.Eventually we took off and hours later another passenger was taken ill and was diagnosed with a suspected heart attack so we had to land in BORDEAUX FRANCE and had to wait for hours for another ambulance, oxygen etc by this time all of the passengers were hungry, thirsty and very stressed, also we had to remove (voluntarily 14 passengers) then WAIT for someone to come and REFUEL the plane, the poor staff were amazing BUT couldnt supply water or anything to US passengers, eventually we landed in Gatwick UK, This flight from Gibraltar took longer than a flight to Thailand, therefore I think my friend and I deserve some complementary flights and I would like you to sort this out as soon as possible. our booking ref no EFTFNXS details thursday 01october gatwick north dep 14.20 arr.thursday 18.10 returning tues 06 october flight 8906 dep 18.50 arr.tues 06 oct 20.35 mrs sally hone and mrs anne weller.Please confirm you have got this email and deal with it quickly.Thankyou.email [protected]@yahoo.co.uk

On March 11th 2009 EasyJet's Flight DS 1094 from LIS to BSL was delayed. We had to collect our baggage and had to wait several hours. After massiv cmplaints we were granted a skippy lunch. Later we were offered a re-routing via ZRH which was no option for us since we couldn't reach our final destination anymore at this time. Instead we choosed the option of staying overnight at a hotel which was kind of ok. The next morning we were routed to GVA and asked to wait in the arrival hall. Nobody showed up. An hour later we were dragged to a bus and transported to BSL airport where we arrived at 5 pm which was 24 hrs after expected arrival. On the way to BSL we were expected to buy our own food at the motorway. Easyjet denied costs, sayingthey had already paid for overnight stay. The next day I contacted EasyJet via Website and got these flowery appologies plus compensation of the lunch. However, easyjet rejected my claim regarding Right of Compensation (€ 400.- per person). I forwarded my claim to the FOCA in Berne on March 24th 2009. On April 3rd FOCA informed me that my complaint has been forwarded to the INAC in Portugal. I sent e-mail to INAC on September 16th to aks about the whereabouts of my claim. No answer. I called them today (October 5th) to learn, that the office was not avaliable for phone inquieries. What to do now? Do I really have to fight for a right which is granted by the European Airlines?

I flew into Gatwick from the USA and was booked to go onto Malaga with Easyjet. At check in I and was told that my carry on was too big. It did fit in the cage with relative ease but the wheels poked out 1/2 " The checkin said I would have to put it in as checked luggage which I refused as there were valuables inside. I explained I have flown many times with Easyjet with the same bag without problem. She then said she did not like my attitude and I would not be allowed to fly. I could not get a refund on my flight or my prepaid excess baggage. Thankfully Thomsson put me on the next flight without problems. I have not flown Easyjet since.

I attempted to book flights with Easyjet from Malaga to Scotland (via London as was significantly cheaper) last week. When I went to the booking page a security warning appeared, telling me that the website was using a security certificate registered to a different website, and advising me not to proceed, or enter sensitive information. I have never had this problem when booking with Easyjet before, and I have not changed my computer security system (it is Norton) So understandably I was not happy to enter my bank card details! I rechecked that my security system was up to date, restarted my computer, and same thing happened.

So, I phoned Easyjet (at 65p/minute!). First I was told that the website was fine, and I should go ahead and book, and ignore the security warning. She said I could book by phone, but without the internet discount. I said I was certainly not happy to book online and insisted that I should get the same price on the phone, since the problem was with their website, and asked to speak to a manager. The girl went away, came back and told me her manager said she could not give me the discount. I asked AGAIN to speak to a manager (I eventually asked three times, and at no point did the manager speak to me herself). This time the girl came back and said the manager had spoken to the IT department and the problem may be with the new software they'd been putting on, and so they WOULD give me internet discount. THEN she tried to still charge me more, by claiming they couldn't provide 'promotional prices' over the phone!

Eventually, after a 20 - 25 minute phonecall (costing me over £10!), I finally bought the flights at the same price as online.

I have tried e-mailing Easyjet to complain and to request a refund for that extremely expensive phonecall! First of all i got a reply saying they couldn't understand my query (I'm an educated person and my complaint was PERFECTLY clear). Then they apologised and admitted that there was a problem with the website, but when I asked about a refund they said they could not provide this, and when I asked why, they said because the problem was with my security system! I'm so angry. I wish i'd just taken that extra £10 and used it to buy a slightly more expensive flight with a different airline!

Having read the other complaints, I'm also now worried that the 3 1/2 hour connection time that I've allowed in London won't be enough and I'll end up stuck in London and having to buy another flight. If that does happen, then I certainly won't be buying it with Easyjet!

My husband and I flew back to Malta from Newcastle on 17th August 2009 after attending our youngest daughters wedding.

We have flown with easyjet often as we are both frequent flyers as my husband works all over the world and I visit him and travel back to the NorthEast to visit family. We have used the same hand luggage for every flight with easyjet so we had no worries at checkin! So we where horrified to say the least when we where told that our hand luggage does not fit the guide and we would have to PAY to put it in the hold! Now we are not ###ed and know the dimensions of what was needed, they did this to nearly every passenger on that flight! It was humiliating and embarrising! My husband carries a laptop and important documents and we did not have a lock for it as he always has the bag on him so did not tnink he would need to!

How all of a sudden our bags do not fit! I measured my hand luggage and it was actually smaller than what they state in thier policy! They are scamming thousands of people everyday! When we came to disembark there where only backpacks in the overhead lockers and carrier bags!

This is a disgrace and they need to be stopped! I have had no joy in there complains system and wold like to take if further! They are abusing the passengers by stealing our money because they have to try to get their money somehow on a flight that is not full!

I have tried every single site I can think of to try and actually get a response to a complaint and possibly some composation to the fact that I went on holiday to Malta a couple of weeks ago. Flew with Easyjet, when I arrived in Malta at 2.25am you guessed it no luggage, a lady gave me a phone no to ring the following morning after 9.30am to see what had happened, I phoned only to be told that she wasnt in the office and that she would ring me back, I waited and waited and then approx 4.30 that afternoon my mobile rang and I thought yippee I am going to get my bag back but it was a lady ringing me from Alicante saying that my bag was there and where was I, I said that I was in Malta and she then told me that they dont have a direct flight to Malta from Spain and that my bag would have to go back to Gatwick and then come on the next available flight out to Malta which worked out to be the day after in the morning so I was having to wash out my clothes unable to go in the pool in 40 degree heat for a total of 3 days even going on an excursion in the same clothes and being very hot. Who the hell do I get hold of at easyjet or anyone else to make myself heard.

If you want to actually speak to someone, either because you don't have two hours to read their Q+A list but more likely because you know your question won't be on there anyway... then tough. There is not a number or email address you can access.

Having flown with them for over 15 years I can no longer log in to my account, can i email someone to find out why and change my password? no.

Customer service - does anyone know what that actually means to Easyjet?

Good Afternoon

I want to report what happened when I flew Easy Jet from Paris to London during the last week of June 2009. My partner and I were in the check-in line and watched in horror as passenger after passenger were made to unpack their belongings from their suitcase to their hand luggage to fulfill the Easy Jet restrictions.

When it was our turn we were also offered this dreadful experience which ended with us having to pay an excess luggage fee. After trying for half an hour to identify where to pay this fee, we finally settled the charge and returned to check-in. I was certainly not returning to the previous check-in desk and was lucky enough to find another open. We produced our excess luggage payment slip which this Easy Jet staff member found strange since our luggage was not OVERWEIGHT according to his scale. On reflection we did realize that all the passengers who were facing weight problems were checking in with the check in staff member we had previously had the displeasure of dealing with. Had she fiddled with her scale to ensure every person who checked in with her had to pay excess luggage? Do the staff work on commission. While we received a full refund from Easy Jet on our return to London, we received no apology from the thieving check-in staff member and I for one will NEVER EVER fly Easy Jet again. And I warn every person contemplating flying this airline to be on your guard for the crooks they employ.

My daughter broke her arm 2 days before our easyjet flight. We turned up at the airport (4 of us) and were told that my daughter could not fly without a medical certificate and a split cast... Fair enough we should have looked at all the small print. We asked the check-in manager what our options were. She garanteed that we were elligible for a rescue fare the next day of £38 per person. We had envisaged to have 2 persons of the party to fly on the original flight but since we were given assurance that we could get a rescue fare of £38 we decided not to split the family. We were also told that the rescue fares flights should be booked via their "customer Experience" team, ON THE PHONE, once we had obtained a medical certificate. We went home, managed to get a medical certificate and phoned the customer experience team. We were denied the rescue fare as apparently it has to be rebooked at the airport within 2 hours of flight departure... Not what we were told. Also there was no mention of the rescue fare on our file and therefore we had not been elligle for one! The suggestion was for us to book 4 flights for the next day at £169 per person (original flight was £29 per person)...No mention of compensation for misleading information!
BEWARE if YOU HAVE A CAST OR HAVE SPOTS... GET A MEDICAL CERTIFICATE!
BEWARE, IF YOU ARE TOLD SOMETHING DO NOT BELIEVE IT UNTIL YOU HAVE IT IN WRITING!
BEWARE, CUSTOMER EXPERIENCE TEAM PHONE CALLS COST £0.10 a MINUTE!
AVOID EASYJET! THEY ARE A SCAM WITH NO CUSTOMER POSITIVE EXPERIENCE TEAM...ONLY A BUNCH OF SOUR UNDERPAID, UNTRAINED STAFF...

My husband and I flew with Easyjet last weekend...coming back the flight was delayed by over and hour, in this time we had no advice or anything from anyone at Easyjet to let us know what was going on and when we did finally get to the gate, even though we had gotten to check-in 20 minutes before it opened we were still in the last boarding group (!?!?! I dont get this- i thought it was supposed to be first come first served?!?!) so of course (thanks mostly to the oh-so helpful stewards who you would think would ask people to sit together!?!?!?) we werent sitting together and were each sandwiched between 2 strangers...who it turns out were together anyway! (and proceeded to talk across me the whole flight!?! weird!) But anyway, when we FINALLY got there we collected our bags and found that my beautiful (and litterally brand new!) Louis Vitton holdall had been completely ruined! : ( (see picture) and stupid Easyjet only cover damaged items up to £800! So even if they do get back to me and say they will cover that (which i highly doubt they will!) I am still £600 OUT OF POCKET! and through no fault of my own! at all! in any way! how is this fair?! I am totally disgusted by Easyjet and will not be flying with them again and will be letting everyone know how imcompetent and basically just totally rubbish Easyjet really are!