EasyJet
Reviews and Complaints

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Hello I wondered if you could help me. My flight was delayed for 27 hours with easyJet and having put in a complaint to them as it was not just myself flying but my partner and two small children, they have denied the case and said they will not be paying my expenses nor compensation. We were originally delayed for 2hours due to fog but then when the aircraft got to kefalonia they returned back to Athens due to crew issues. Then on the 13th hour they delayed further until the next day due to not having enough fuel. In total we were delayed 27 hours and the airport was so busy my children did not have a seat the whole time. I've taken photos of this as proof as well as photos of every reason we were delayed. Is there any thing you can suggest as easy jet are saying it was the fog that caused the rest of the problems but that is not the case as all other aircraft were landing and I even have a photo of a text message sent to a gentlemen in the airport (he was friends with the easyJet pilot and he text saying to look out for the aircraft registration).

I have inserted photos of the actual reasons we were delayed and of my children with no seats at the airport.

On 17th July 2018 my husband plus 7 and an infant flew out to Pisa for our daughter's wedding. My suitcase, which contained all my clothes and my husband new suit got lost. My husband is 81 and I'm 78 have been trying to retrieve the suit since we arrived. I was told by the Pisa airport that it never arrived in Pisa and on 3rd April we flew again with easyJet to Gibraltar as it was our youngest son 50th Birthday. As we were at Gatwick I asked Gatwick airport Customer Services about my suitcase and he told me to go to Customer Service EasyJet so we did and all I got was a tel. number which when I tried when I got back (09.08.18) it didn't work. I have offered to go to Gatwick to identify my suitcase. I have the key to the suitcase. If you need to know my claim reference is U2CHA/754232.
This morning I have tried calling their number [protected] then 2 but after half an hour (twice) waiting to be put through I hang up, I am so desperate to retrieve the suitcase don't know what to do next PLEASE HELP

My flight to Bristol has been cancelled and the only available flight goes to Gatwick. EasyJet have told me they will pay the cost for me to get from Gatwick to Bristol. We live in Plymouth and had already purchased tickets from Bristol to Plymouth. They can't be exchanged as they have a 24 hour notice period. EasyJet have told me I will have to claim on my travel insurance. It has a £85 excess fee. It is bad enough that we are going to be travelling and additional 5 hours and being delayed (inconvenience, loss of earnings, discomfort etc) without incurring additional costs. I wish to be compensated for these costs.

Firstly on arrival at Gatwick airport on the 31st May 2018, via the machines for booking in luggage I found that the extra luggage I had paid for did not register. 2 of Eayjet female ground staff assisted us but not before insisting that I could not have paid and booked for extra luggage. I had proof, they looked into it and apologized for the mistake.

Upon loading our luggage the message that flashed up was that our flight had been delayed until 21h00. It was only when we went to go through to the gates that we were told that there was a problem and we should go back to Easyjet. When we got there absolute chaos was taking place.

There was a rather rude man who I assume to be Easyjet ground staff shouting at passengers that he could not assist them they must go to the machine with their boarding passes and the machine would sort everything out. I point out that he wasn`t the one who did not know where he was going to spend the night and how he was going to get to his destination, the hundreds of confused and worried passengers were.

After standing in line to get to the machine we found our mobile phone could not pick up any wifi signal (Gatwick was the only place we had this problem). The signal would not have helped anyway as the machine only sends to the originating email. The email address I used was a home one and not a roaming one such as gmail. I would not have been able to access the message anyway.

We then, with our handicapped daughter, stood in a queue for one hour twenty minutes hoping to get help from one of the three ground staff assisting the passengers. I point out that there are no seats on the Easyjet floor of Gatwick airport! When we were 3rd from the front the Easyjet ground staff gentleman threw up his hands and stated he could not help anymore and didn`t understand why we were waiting. Really! He was clearly as worried about where he was going to spend the night and how he was going to get to his destination as were all the passengers left with their mouths open at such an attitude. I did ask what we were supposed to do now he told me he didn`t know.

We were left without accommodation for the night…. Easyjet couldn`t help us and not knowing how we were getting to the Isle of Man from Gatwick airport.

We couldn`t get any accommodation for the night and finally asked my Mother who lives and hour and 10 minutes from the airport to put us up. We got to her at 23h30. We contacted our son who lives on Isle of Man and he managed to book airline tickets for the 3 of us but only on the following Tuesday 5th June. It was the TT week on the IOM and flights were fully booked which is why I booked the original tickets in February!. We could not stay at my Mothers for more than one night as she lives in a pensioners flat we found accommodation for the 4 nights required at the Travel Lodge. An expense that we had not expected and had not budgeted for, we were supposed to be staying with our son on Isle of Man at no cost.

Now Easyjet have refused to pay the 4 nights accommodation. We had to stay an extra 5 nights but are claiming for 4 as it cost nothing to stay with my Mother but it did cost us an extra 95 pounds for the taxi to her place which I did not claim for. WE had no alternative but to do what we did for accommodation unless we were expected to sleep on the floor of Gatwick airport

I do not understand how Easyjet can deny all responsibility for our situation. If we had managed to speak to someone who was civil we might have found a hotel closer but we went with what we know which is by my Mothers home. Because Easyjet employ rude, unhelpful staff we literally had to fend for ourselves with absolutely no assistance. They have a machine that is supposed to do everything for their customers but is not geared for every scenario thereby leaving many customers in the lurch. We got no help from Easyjet and had to fend for ourselves.

As a family we were left shattered by the experience. In all my years of travelling I have never come across such utterly rude, unhelpful airline staff and to add insult to injury they are refusing to reimburse us. Not being able to get another flight for several days was not our fault. Perhaps Easyjet should have put on another flight. We wasted 5 days of our 3 week holiday because of them and it cost us accommodation fees we were not expecting
Regards
Clive Willis

Flight no EZY8088, depart Athens to London on 2nd Jul 18 21:05
We are from Singapore, having a two weeks' vacation in Greece. We had flew from Athens to London enroute to Amsterdam for several more days' vacation. Our group of three was queuing at the boarding gate holding area when this long hair slim female staff stopped us, claiming that we exceeded the number of bags per person allowed on-board. I was surprised that my small handbag was counted as one piece of luggage and protested that my handbag is a just a little ladies handbag which was never an issue before. In all, we had a small ladies' handbag, a cabin bag and two regular sized backpacks (the kind commonly used by office workers).
She insisted that the handbag is counted as one piece. As my handbag contained next to nothing in it. I said I'll fold it and put Into our sole cabin bag. So, in terms of pieces, we were in compliance with what she said. However, this female staff seemed to remain distrustful of us and stalked us as we move through the queue to ensure I folded my handbag into our cabin bag. As we neared the head of the queue to enter the boarding area, she came up and whispered to the young man checking the boarding passes. He then said our cabin bag is too big to be allowed in the cabin. There were many passengers behind us and she had deliberately came from the back to the front of the check-in counter and ask the young man (who later claimed to be the supervisor) to stop us. We protested that it is a regular size cabin bag that has gone on EasyJet overhead lockers previously without issue but the lady staff kept insisting we need to check in the bag and pay for it.
In the boarding area, we saw several passengers whose bag was visibly bigger than ours but they were allowed. My son had used this same cabin bag in at least two of his trips with EasyJet and had never been told by EasyJet staff to check in because of its size. I still have the details on two of the EasyJet flight he had previously flown. In this recent trip, the lady staff was adamant and insisting that the bag cannot fit in the cabin and needed to check in.
She had caused us great embarrassment in the crowded area to that point that we were convinced that she was somehow discriminating against us. We agreed to pay the additional baggage check-in fee but asked for the names of the supervisor and the lady staff. They both say they will provide it. In the end, when the supervisor had processed our cabin bag for check-in and our payment, he refused to give the names as promised. The lady staff, had all off a sudden disappeared as we went through all the way to the plane after making payment.
I would like to highlight that there was another staff, Mr. K. Mavrouleas, who showed up in the latter part of the incident thinking that we were disputing not to pay for excess baggage but as it became clear to him that it wasn't the case, he has no qualms giving us his name and even showed us his name tag to verify. We have to commend him for his professionalism as we felt he treated us fairly.
Your lady staff had refused to show us her name tag throughout the incident and the supervisor had refused to give her name - we are not sure why he's so protective of her. She also just disappeared so we were unable to get her name. If she is doing her job, why should she be afraid to let us have her name. This made us feel that she was intentionally discriminating against us Asians. Having such frontline staff around in your company will certainly not be good for your business. If not for Mr Mavrouleas, we would have seriously questioned your airline's standard of staff training.

I demand a refund of the €60 charged to my card (as attached) and an apology as the incident caused us great distress. It had been a very happy family vacation until she spoilt it.

We travelling in group of six had worst time in Gatwik airport because of uncooperative behaviour of easy jet staff and because of prolonged security check up. We were delayed and by the time we reached the gates boarding was over, We had 3 senior citizens who were refused wheel chair as we had not prebooked and prolong delay and harassment by security staff, delayed the senior citizens who were unable to walk so fast to gates of boarding and by the time we reached denied boarding but they took time to offload our bags for which we had paid lot of amount. There was no assistance and the staffs behaviour was rude, We encurred a huge loss as we being tourists we had to reach Paris the very day and went in cab. We faced racial discrimination and the senior citizens got harassed as one of them had undergone knee operation so was unable to walk such long distance after security checkin. We had to pay more 1000 pound which I hav the receipt to travel to Paris, it was a night mare experience in airport, We had reported problem but no response from easy jet, my ref nos EV3N2XS, Pls kindly respond to +[protected], or email [protected]@yahoo.co.in

I faced discrimination in Berlin Germany. The lady embarrassed me when I tried combining my carry on with my personal item. She seemed very upset when I did not speak German. Then refused to speak to me in French even after I had heard her speaking French with another co-worker.
I believe her unprofessional-ism is a reflection of how the company treats the employees. Specially because EasyJet has so many negative comments, it shows that the staff is miserable and poorly trained by the company. I am never flying EasyJet again. I hope this company changes its ways.

Waiting for flights ezy3068 leaving Praha terminal 1 gate a9. Delayed by an hour and a half which isn't a problem. The problem is that once they call the gate and everyone through then they tell us it's delayed and hour. Now I'm sat here needing the toilet and not being able to go as there are no toilets. I was told I'd have to go back through security and come back through again not a problem but when they don't even have the decency to look after my bag whilst I go, that's really bad customer service. When I explained this they just shoke there head and turned away. Asked to make a complaint and all I got was it doesn't work like that. My dad uses easy jet weekly to go work in prauge and he's not going to be using you airline and nor will i. Last year I went to Amsterdam with my girl friend and had the same problem with bad customer service with nobody helping us when my disabled girlfriend was told the same thing about using the toilet but thankfully I am not disabled so I can hold it and our plane wasn't delayed, I didn't make a complaint because I didn't think it was worth it but now it's happened in my last two holidays with you guys, it really toke it to the next level. Not a happy customer and for the check for the tabloids to say please leave us a review of you enjoyed your service. Just a joke really.

I am waiting for a reply on this before taking it to the CEDR:

1.EZY 8137 from London Gatwick (North) to Funchal, Madeira on 9th April was cancelled two hours before take-off due to strong winds on Funchal making landing difficult.

2. I lined up at the Easyjet enquiries desk and was given two options:

a) Fly to the Canary Islands (Tenerife) and then go to the Easyjet desk and try and get a flight from there to Funchal.

b) Go to the Skybreak desk upstairs in Gatwick airport and book another flight.

3. I did not want to fly to the Canary Islands. (I live on Porto Santo island off Madeira, and knew that if it was windy on Madeira. the chances were nothing would be flying from the Canaries either), so I went to the Skybreak desk and tried to book onto the next Easyjet flight. I was told this was in two days' time, and because of other cancellations the previous day, (because of the French air traffic controllers strike on April 8th), that flight was already full.

4. So, I booked on a BA flight for the next day, at a cost of £289.96.

5. Easyjet has refunded me £99.59 for my flight that was cancelled, but is refusing to refund £190.37 as the amount I am out of pocket, giving the reason that 'there was another flight within 48 hours'.

Under Reg 261/2004 of the EU, I accept that this weather constitutes 'extraordinary circumstances' (Clause 15), but I was entitled to 're-routing under satisfactory conditions' (Clause 13) and - most importantly, I was entitled to the following, under Article 14.2 of the aforementioned regulation: 'a written notice setting out the rules for compensation and assistance in line with this Regulation. The contact details of the national designated body referred to in Article 16, in written form.'

I was given no written notice of my rights or any contact details, but have obtained details of the designated body, the CEDR, to whom I will be referring if this claim is not settled in full.

There were other passengers from the cancelled Easyjet flight on my BA flight on April 10th. I hope they read this and proceed with their claims.

Dear sir or madam got up yesterday morning at 5.30 to book my Xmas flights which I do every year with no problems this year would only let me book departure flight every time I put return flight date in which was January would not exept stopped on December wouldn't go to January so therefore I had to book departure first in pounds and then book return separately paid in euros because of this error I probably paid more for my flights with all the messing about it took me longer to book could you look into this complaint for me please I also forgot to book return baggage I know I can do this at a later date but it is not the point you should be able to log in and do everything all as I
normally do kind regards Linda Molyneux e mail address is [protected]@ Hotmail.com all lower case which bookings were made through

My partner and I were travelling back to Switzerland from Nice (NCE). We live in Bern and went for a friend visiting five day trip. The return flight was planned for the evening of the 1. of April. We checked in very early but waited sitting, so we were one of the lasts to board. While boarding a member of the staff was extremely rude to us, asked us to be overcharged for more hand luggage and when we complained because we saw it as irrational to count small bags for wallet or jackets as extra costs, we were warned of not getting on flight or even of calling the security. At the perceived offence I responded with a verbal offence and the member of the crew that was responsible responded with denied boarding or immediate apologies, which we did, we paid the money and repeatedly asked the lady to let us go to our destination, since I am also pregnant and needed rest. Apparently the member of the staff felt she should punish us for uncompliant behavior and denied the boarding. We were warned of calling the security if we didn't leave immediately and were delivered without any register of show up or any other document out of the gate. We had to book another EasyJet flight to Geneva the same night at our costs and a hotel because of lack of connection with Bern. The flight we were denied had been announced as over packed and we believe that the employee was using provocative behavior so as to oust the first possible passengers. In the second flight we booked, EZS1388, from Nice to Geneva we there was no issue concerning our hand luggage, although exactly the same amount, and the same amount as well with the luggage we flew in the first place to Nice. The extra costs for us summoned up to more than 300 Chf and a 24 hour delay, not to mention the stress. I am flying frequently, more than ten times per year and have never encountered any problems until now. I consider the way we were treated unprofessional, provocative and intentionally rude. This occurred on the April 1st, 2018.

Date of flight 15th Feb2018 i am British and my husband Algerian we live in France and hold EEA resident cards so by law my husband can travel with me to UK without a visa we took mariage papers with us but even after boarder police stamped passport the staff on the gate refused my husband to board i asked them to call Gatwick and was told they had, i travels to UK without my husband but when i reached the airport i asked the head of the boarder police if my husband could in fact travel with me and his answer was YES there was no problem and that he had NO logged calls from the staff at Nantes to ask so i was lied to by your staff i then went to the service desk of easy jet at Gatwick and explained again they also told me there should not have been a problem and when they tried to talk to the French staff of easy jet they refused to talk to there own company staff he sent an email to them stating they should have let my husband board, he had to fight foe another flight to get to me in UK but 2 tays later and with rude and unhelpful staff on the French side he missed 2 days of a 4 day break and missed a family event. this was all unnecessary as i knew he had the right to travel with me as i had checked with the police at all airport several times before it would be better if your staff knew the law and not lie to your client and not be so rude, i feel that the hotel my husband had to stay in and some compensation is due to us for this very bad treatment . we will be also complain to the European Commission in Brussels .

I found the attitude of your french stewardesses quite aloof and rude. They didn't make much effort to speak in English to English customers on the flight and laughed at them and spoke in french instead. The Spanish stewardess and french steward were VERY good. They tried very hard and I saw that no job was too small tp please passengers and they tried hard to speak English and Spanish to customers. The french stewardesses were also quite lazy and moaned when they had to clear up my.coffee cup and said I should put it in the toilet bin because they were eating. Which wasn't very good either.

I found the same attitude exiting the plane in Lyon last November. When I spoke to a stewardess about the flight and weather I was again ignored ans laughed at.

It seems some of your team think they are doing customers a favour just by turning up for work! Instead of being polite and helpful they seem distant, rude, arrogant and superior and act like they can't be bothered. Maybe you need to sack a few of them or tell them to buck up their ideas or lose customers in future..!

I was due to fly to Iceland from Luton on 12/12/2017 at 0530 am. I had checked your website and there is the following statement "All customers on international flights must have a valid passport and, where required, a valid visa." I have a valid visa to the USA. I was not leaving the airport. I purchased my flight with EasyJet after I checked policy in relation to flights for international flights which states "For visa and passport requirements, contact the Consulate or Embassy of the country you are planning to visit. Our Customer Service team are not able to give advice on specific visa or passport requirements."

Therefore, all I need was my visa to the USA. As I hold a Zimbabwean passport. I had been informed by the Icelandic embassy that I did not require a visa as I was travelling to USA and I would not be leaving the airport (transit flight).I have the email from the Icelandic embassy that stated a Zimbabwean national you do not need a visa if you are only in transit in Iceland. To verify this, please see the website of the Directorate of Immigration in Iceland: http://utl.is/index.php/en/who-does-not-need-a-visa . Which was shown to the officer on arrival to the check point.

This experience was so distressing, it was cold, and I had a 3-year-old with me through all these changes. On arrival I was denied entry by the individual who checks visa. I informed him the above and stated that I could not fly with EasyJet as they do not offer transit flights (this is not mentioned on your website) and he denied me and my son entry to the flight.

I had then to find alternative plans as I had his father waiting on us in the USA. I had to cancel my flight and pay for another flight for me and my son.

I lost the following Cancelled flight by EasyJet - £100 and check in bag £27.49, new tickets £815.34, train ticket to LGW £28.80, flight to USA on 12/12/2017 with WOW cancelled was £410.02. As this was a last-minute flight I could not get on to my destination I had to book an overnight stay in New York on arrival to USA $167 and bus to Maryland $50.

Hi,

I am flying a few times a year, and until now - I have done it with easy Jet as often as I could.
I usually travel from Tel-Aviv to Amsterdam, and back, with my purse and a hand bag (8 KG), and I am not charged for that luggage.

On my last flight back from Amsterdam (Saturday, November 4th, at 7:00 am),
We were notified that there is an extra checking in after the gate.
We were gathered in a small hall (where you could see the airplane waiting on the ground outside...). Then the stewardess held me as well as many other passengers, and told us to put the handbags on the plane and pay 60 Euros, since we are allowed to take only one piece with us, on board, and the purse is counted as one... I am flying with your company whenever it suits my schedule, and I was never asked to check in a handbag!
So, she had actually forced everyone, to put their purses inside their handbags. Mine was quit full and I felt really humiliated to sit on the floor, and to try to squeeze my purse into my handbag!
Then, we had to stand in the rain in order to climb the stairs to the machine, when everyone is getting terribly wet while waiting to go into the plane.
Needless to say, that the minute we entered the plane - everybody took of their purses from their handbags...
So, for me (64 years old), that was a traumatic flight; therefore, I d'ont believe that I will choose to fly with Easy Jet again, in the near future.
Sincerely
Arnona Shir-On
[protected]@ajc.org
+[protected]

originally i booked a holiday starting 14th aug 2018 through a travel agent. my parner came home and said she could not manage these dates. i understand trying to change to two weeks earlier would cost me a charge but not 158.00
pounds. this was nine months before we were due to fly. understand you have to resale those two seats but imagine in august that would not be to difficult.
just seems an expensive charg. how much would it have been nearer the flight dates. rgds tony blomqvist/[protected]@btinternet.com

On July 21, 2017 at Standstead airport to Edinburgh, the flight was delayed everyone's in hurry. As we were boarding. I was asked to check the size of my bag at the gate. To my surprised I've flown with easyjet uses the same bag. They asked me to pay for my luggage. Staff were not nice, rude at the same time. I felt harrashed on that time. Not given me an option to tidy up my bag but to pay on the spot. Flight number EZY239.

Ref: booking reference ESBSWMM [[ Case ID: [protected] ]] [[ Reference ID: [protected] ]]
I reported that on 31/05/2017 the sum of £784.07 was WRONGLY deducted from my bank account. It does not relate to any booking of mine. This sum has not been reimbursed to date.
On the same date the sum of £358.96 was deducted from my bank account for my booking ref ESBSWMM. This amount, and the booking reference, is correct.
I have, on 01/06/2017, already supplied a copy of my bank statement requested, and the numbers from the card I used.
I have had no reply, much less any reimbursement.

Hello

Some may be aware that unlike most UK airports Belfast International Airport security is extraordinarily slow. Maybe this is a hangover of the 'Troubles'. Unlike other UK airports Belfast does not do the usual self assesses performance screen informing passengers of the efficiency of the service.
Easyjet staff tell me that while I was in the midst of this slow moving queue I was annoyed twice in relation to our 15.30 flight to Glasgow. No tannoy was heard issuing a final call. Two screens were not working. When we arrived at the final stage of security then we saw the only screen saying final call. My partner and I ran to the gate for Glasgow and 20 minutes before departure. We were told that because we had hand luggage we could not board. The flight left at 15.31 according to the airport information screen. Other easyjet passengers for Newcastle and Liverpool scheduled to depart within minutes of our flight's departure leisurely made their way to their after we were refused access to our plane. Consequently we paid £160 for replacement easyjet flights.
I have written and phoned. My sole email from 'Colum' at Easyjet offered no compensation. We paid government taxes for all 4 flights.

Date: 18th February 2017
Location: Gatwick North Terminal

As we were boarding, I was asked to check the size of my carry on bag at the gate. I often expect this as it's on the cusp. However, I've flown with EasyJet (and other airlines) many times and every time it's fitted into the bag size checker absolutely fine.

Before putting my bag in, I noticed that the edges of the metal had been slightly bent in, presumably by someone trying to force a bag in. Thus, my bag would not fit. I turned to the desk agent and told him of the situation. I simply asked that if he would come look, he could see that the only reason the bag doesn't quite fit is because of the broken edges.

At this, he laughed at me, shrugged and told me I'd have to pay. He refused to move 3 feet to look, and continued to LAUGH at me. No one, should ever laugh at a customer. I felt quite discriminated against, maybe he didn't like something about me, despite me remaining calm and polite.

I paid the fee as I had no other option, despite being laughed at and feeling humiliated.

I asked a few other people with similar bags if they had paid - none of them had. One couple who I had spoken to beforehand had been struggling to get their bag into the checker (it was a big bag!) ... they did not have to pay a penalty fee. They had been asked to do the same as me, and it had not fit (it was a different bag checker) ... Why did I?

Since this, EasyJet responded to my complaint with my name wrong, and the e-mail contained a number of basic spelling mistakes. They completely fobbed me off despite being laughed at, discriminated against and being forced to pay an unnecessary fee.

MY BAG - H48xW33xD20cm (It was purchased from Tesco and is specifically a flight safe sized bag)
ALLOWANCE - 56cm x 45cm x 25cm

Many thanks,

Tim