EasyJet
Reviews and Complaints

Booking reference: ERH3HBL

Firstly, I have phoned you twice today and have been cut off both times, the first time after 5 minutes and the second time after 19 minutes - I was phoning from Cyprus [protected] at about 13.25 UK time) to register a complaint about a hire car booked through you and no-one has phoned me back.

The main complaint is that I booked a hire car through you with Europcar (Europcar Booking Reference: [protected]) for 18-25 February and when I tried to collect the car, after the DVLA code was checked, the agent asked for my credit card (the same card used to pay for the flight and car rental) to cover the security deposit and contacted a firm called Equifax who said we did not exist according to their records and we were not allowed to have the car. We had to book another car through Avis (no problems, using the same credit card), losing the 15% easyJet discount and paying more for an equivalent model. This was late at night and we had to drive to Cardiff, arriving well after midnight.

I phoned Europcar on Monday 20 Feb when Customer Services re-opened and they have raised a case number #[protected] and I am still waiting for them to resolve this matter and return my money already paid via yourselves. I have also contacted Equifax, with some difficulty as I had to register with them in order to submit a question, and their response was totally unhelpful, so I still do not know why I was refused the hire car. I have phoned my credit card provider today, Tesco Bank, and they have no record of any request from Equifax and they certainly have not blocked any payment for the security deposit.

You will realise by now that, apart from being very unhappy with the disgraceful situation described, I have already spent a great deal of time trying to resolve this matter. I have an excellent credit record, with monthly balances being paid in full by direct debit every month. I have been with the same credit card provider for nearly 20 years.

Although it is Europcar who have refused the hire car already paid for, I do believe that easyJet have a duty of care as well, as you offered/recommended the booking with Europcar as part of the flight booking process. I look forward to your help in this matter as I do not wish to ever be put in this position again. Clearly, I now have a very negative view of Europcar and would not wish to book with them again, but also my view of easyJet is affected as a result of your connection with them. I believe that compensation is due for the stress and inconvenience caused, but most importantly I need to know why this happened and whether there is something I can do in future to ensure that such a situation does not arise again.

Thank you - Leslie Garner.

Brussels intl to bordeaux
Departure : [protected]:40
Flight ezy4110
Passengers: 1) jamila hichaux – 2) sebastien weckering – 3) gabriel weckering

Dear veerendra,

Thank you for your reply here below, and for your reference to the eu legislation. Oh, so we are not entitled to be reimbursed for a flight that departured 20 hours after the planned time. Really?
Fortunately, I am very keen on anything related to legislation and rights in general. Therefore, I spent some very pleasant time reading through the eu legislation and the customer rights, and asking around some advices to professionals.
You may have forgotten to mention the eu law for passengers rights directive 261/2004 http://www.Bottonline. Co. Uk/flight-delay-compensation/claim-guides/eu-regulation-261-2004 and more specifically art 5 which lays down the notification timeline for delay/cancellation and art 7 that defines the compensations (In our case: 250€ per person (750€ in total).

I would highly appreciate that your company compensate us according to the eu law, on the bank account used to book our flight.
If this is not the case, I will have no other choice than escalate my claim to a higher instance.

Thank you for your consideration.

Jamila hichaux weckering

Nb: in your below email, you mention that the flight remained the same. This is not correct: flight number have changed from 4110 to 9110! This will not change the problem anyway, since delays also lead to financial compensation, but still wanted to correct this wrong information.

From: sebastien weckering (Tme) [mailto:sebastien. [protected]@toyota-europe. com]
Sent: tuesday, february 07, 2017 9:02 am
To: hichaux, jamila
Subject: fw: easyjet customer services [ [reference id: [protected]] ]

Sent from my iphone

Begin forwarded message:
From: customer. [protected]@easyjet. com
Date: 5 february 2017 at 07:45:43 gmt+1
To: [protected]@gmail. com
Subject: easyjet customer services [ [reference id: [protected]] ]
Dear sebastien

I’m very sorry for any inconvenience we may have caused you following the disruption to your flight to bordeaux.

Our aim is to operate all our flights safely and on time. We do all we possibly can to minimise disruption but unfortunately on some occasions we’re unable to keep to our schedule.

The compensation rules set by the eu clearly state that in order for you to be entitled to compensation you must have travelled on the flight you are claiming for. After checking the details of your reservation, I notice that you have not travelled on flight (4110) and as such compensation is not payable.

More information including your ‘notice of rights’ and the full policy is available on our website: easyjet delay and cancelations

Once again I would like to apologise for the inconvenience caused and hope to welcome you on board again soon.

Regards
Veerendra
Easyjet customer services

This is the third time ive had to write this email, wrote everything out then got email back to say email address not used anymore. My partner and I travelled from liverpool to belfat 13/02 / 2017 flight number ezy609 booking ref;erkdntz. As we approached the boarding gate one of your employees was very rude and shouted at me that my handbag which most women carry had to go into my cabin bag or I had to pay £45. Iwas so embarrassed at boarding gate as I tried to empty my handbag contents and bag its self in front of all passengers seeing my personal items and unwashed laundry. Everyone on flight was disgusted by the way she shouted in front of all queued at boarding gate. I tried to explain I travelled over to liverpool from belfast 9/02/2017 with the same luggage and she shouted this was liverpool not belfast. Afellow passengeroffered to take my cabin bag on board so I would be able to get my handbag through as it was not going to fit in my cabin bag. I am a 56yr old woman and never been spoke to like that from a girl. Another passenger had to bin her bag as someone offered to do same for her but the girl called them back and said they were not travelling together so she had no room either so had to leave her handbag which everyone thought was a disgrace. Your employees manner was not good customer service for easyjet, have flew many times with yous and this has never happenedbefore and always have my handbag with me which is a normal women thing. Felt like a criminal at boarding gate as if we were trying to bring things that we shouldn't have in front of all passengers boarding that flight. Your flight crew apologised on behalf of easyjet and they couldn't believe what happened and she made a record of it, will think twice about flying with easyjet again

We are still waiting for our claims with case reference nos.: [protected] and [protected] and a pending appeal with Reference ID: [protected] for a total of €897.68

It has been 60 days since our cancelled flight (EZY2084 Fri 16 Dec 2017) and we have filed for our claims, and still, the funds have not yet been credited to our account, despite email notice that it would be in our account within 7-10 days.

We have written consecutive follow-up emails, but no one has responded apart from their auto-generated emails.

Thank you for your attention to this matter.

Kind regards,
Talya Lewin-Russell
talya.[protected]@gmail.com

Dear Sir / Madam,

I sent twice the letter bellow to EasyJet through their website the first one was in October and the second December. No reply whatsoever from the Airline.
Kind Regards

Dear Sir/Madam,

Booking reference ER35HZH &

I am writing to you in disgust to the treatment and charge that me and my wife incurred at Prague Airport.

We were ushered through the gate as the flight was boarding, and they stated we had exceeded the agreed amount of cabin baggage allowed. So as there was no time to address this issue we were charged for two items, costing 2700.00 Kr - £90.00.

Our seats were 20D & 20E, and for confirmation purposes I have attached the corresponding documents, so as you can investigate my complaint.Although we have also spoken to the flight attendant who cared for us on the flight, and she was also going to log the incident.

Also during the flight it came to our attention that other passengers were not charged for having the same amount of luggage as ourselves. They were not Easy jet plus or Flex I fares, so we did not understand how there was a two tier system. Also to sum up the whole experience from the ground staff in Prague, it was by far the worst I have encountered in all my years flying, and I am 48 years of age.

I look forward to hearing back from you, with some conclusion to this horrible experience. Needless to say this has left a sour test in our mouths relating to this issue.

Kind Regards,

Thereza Castilho & Gavin Dallas

For a flight from salzburg to hamburg together with my two year old son I booked easyjet. Both me an my son are german nationals. Easyjet claims they require a passport for my son to let him board the salzburg - hamburg (Eu, schengen) flight. Insurance cards and/or birth certificate were not accepted. Ultimately, they did not let us board, offered no refund or alternative way of transportation. Simply left us standing there. Same result with the telephone hotline. My first and last booking with easyjet.

I booked a flight with Easy jet, price was very good. Only to find that after I confirmed the ticket my last name was incorrect. It had changed my last name to the last name of a friend travelling with me. There is no way I entered it like this so I feel like this is a scam. I have now paid for this flight twice over as it cost me the price of two flights to change it!

My wife and I, with our children aged four and six years, were booked to travel on the above flight. We arrived at the airport in good time.
Waiting for the flight in the departure hall, there were two notifications that the flight would be delayed, first until 00:40 on 23/7/16 and then until 02:20 on 23/7/16.

Finally at 23:48 the flight was cancelled via EasyJet App before it was displayed on the Airport Information boards. At this time, there was no longer any EasyJet staff on duty at the airport.

We were instructed to join a queue for assistance from Ground Force. While in the enormous queue, we were told by Ground Force to use the EasyJet App to book an alternative flight a.s.a.p. because available flights were filling quickly. Following their instruction, we booked the only flight available, which was for Monday 25 July 2016.

This was entirely unsatisfactory as my wife had a job interview and I had a medical appointment on Monday 25th. After a long time in the queue, the information desk informed us that as we had already selected an alternative flight on the App, they were unable to alter the booking even if there was an earlier flight available. Ground Force also told us they could not arrange accommodation for us, as this had to be done on the mobile EasyJet App. We were instructed to leave the queue and book accommodation before re-joining the queue for them to arrange transport to the hotel.

We returned to the EasyJet App and attempted to book accommodation due to the cancelled flight. At 00:10 on the morning of 23/7/16, we received the following message:

‘You have no bookings affected by this disrupted flight, please make sure you have selected the correct flight’.

We were again forced to join the queue with our two small children for the second time to seek help in making a booking. After the counter staff took some details from us, we were asked to leave the queue and wait for a confirmation email.

At 01:05 on 23/7016, we received an email confirming accommodation in two different hotels, one for three and the other for one. This would mean that we had to separate our already exhausted and traumatised children from one of their parents.

We then joined the queue for the third time, now having been at the airport for six hours. Finally, Ground Force advised us that we would have to wait for a new accommodation confirmation before they could issue a voucher for a taxi to the hotel.

At 02:40 after waiting in the queue for the fourth time, we were eventually issued a taxi voucher to take us to the hotel for the few hours left before sunrise.

It was now that we had the final queue of our ordeal (or so we thought) the fifth queue for the taxi to the hotel. By this point we had been at the airport for 7 hours and 40 minutes, with two young children who were so exhausted that my son actually fell over from fatigue, hitting his head on the floor and drawing blood!

Upon enquiries as to why there was such a long wait for taxis, Ground Force staff advised that most taxis were not associated with either Ground Force/EasyJet or the taxi drivers were not interested in having to claim the taxi fare back from Ground Force/EasyJet.
This resulted in only one taxi ferrying the passengers to and from the hotels. It was at this point that my wife and daughter fell asleep on the floor, but worried about a concussion, I kept my injured son awake to monitor his condition.

We were the last passengers to leave the airport, even though other passengers had offered their taxi to us; we were told that it was not possible, as we were not going to the same hotel.

Finally, after reaching the hotel at 04:00 a.m. we now had to join our sixth queue to check into the hotel. The same couple who had offered us their taxi were in the queue ahead of us. This after us being informed that they were going to a different hotel!

We were informed that we had to vacate the hotel by 12:00 that day, Saturday 23/7/16. We were now faced with the problem of having a flight on Monday, but no accommodation for Saturday and Sunday.

Upon contacting EasyJet customer service at 08:00 on Saturday after having had just three hours of sleep, they refused to assist us until we threatened with a media scandal and legal action.

Finally, we were booked on a flight departing from Madrid on Sunday 24/7/16 at 07:00. We received an email from Taariq of EasyJet which said:

“If you require accommodation or transport. Please contact our EasyJet ground staff in the airport and they will be able to make all the necessary arrangements.”

At Valencia airport, we faced another queue at the customer services desk. They were very unhelpful and told us to make our own way to Madrid and to keep the receipts to claim back from EasyJet later. We were told to contact EasyJet staff in Madrid airport and they would arrange accommodation for us for the evening.

We arrived at Madrid airport at 18:30 and found the EasyJet customer services desk closed. We had no option but to arrange accommodation for ourselves for Saturday night. Thankfully, the flight from Madrid to Gatwick was uneventful.

Words cannot relate my anger, rage, and fury at how this situation was handled. To have a family with two young children stranded in an airport, having to communicate with people in a foreign language who were unwilling to help and were indifferent to our plight is unacceptable.
To have young children forced to pass out from exhaustion on a cold, hard airport floor is outrageous.

FAMILIES WITH YOUNG CHILDREN SHOULD HAVE BEEN PRIORITISED AND ACCOMMODATED IMMEDIATELY WHEN THE FLIGHT WAS CANCELLED.

This is obviously not the first time and will probably not be the last that flights are cancelled. Your staff and agents should be trained to act in a more professional manner. The whole experience was just awful and the incompetence with which the situation was handled is incomprehensible.

I had flights (4 number) cancelled by EasyJet on the evening of the 12th June when we were waiting to board our flight home from Gatwick airport.

After over 5 hours in the airport I finally got to talk to one of the two Easy jet people. They had no flights available to Belfast but told me it was ok to arrange our own way home and that we would be reinbursed.

I got alternative flights from Heathrow the next morning and uploaded my expenses on to their web site the next day.

I have made a total of 12 calls to them since then and sent my expenses through to them 5 different times since then with each member of their customer services asking for me to email the expenses to them.

It appears that EasyJet customer services is a South African call centre with little access to EasyJet information.

I have sent them in different formats PDF and JPEG etc. etc.

Finally I got a one line email saying they would not pay any of my £778 of expenses (new flights with alternative airline, hotel stay beside Heathrow, transfers to Heathrow, taxi fares from Belfast City to Belfast International airport and additional car parking charges).

How is it possible that they can refuse to pay these expenses due to their cancelled flights. This does not include lost wages for the Monday.

Has anyone else had this problem?

Raymond Acheson

I paid £35. Today for a luggage bag to be added to my flight, unfortunately I added it to my edinburgh f! Ight of 3 days and not to my croatian flight of 1 week... Unbelievably they won't let me swap or give me a refund for this accidental mistake!
Advice please... Bloody rip off

Took flight from Brussels to Berlin on July 19, 2016. The person at gate was horrible, misbehaved, issued threats. When we asked to call the police - she did not. I had less bags than the seats I had booked and yet the person asked for 120 Euros. Finally I had to pay 60 Euros to get past that person. When i asked her what is her name, she declined. When asked about EasyJet policy, she declined. I had to ask for another person to come and take payment at the desk to make sure to get a receipt issued. When contacted easy jet they told to get back to me after 7 or 10 days. Contacted twice. No reply from EasyJet.

I recently returned on an Easy jet flight on Wednesday the 6th of July, flight number EZY6212, booked in the name of Mr Dowle.

I made a point of asking my tour operator to note I was special Assistance, and in a wheel chair. I even checked this had been done when I printed off the paper work.

We were taken first onto the plane, gave our boarding passes to the cabin crew, then seated us.

Five minutes after two ladies boarded, and then started shouting your in the wrong seats, and kept repeatedly shouting, we kept trying to explain this is where we had been seated, but they wouldn't listen, we had to move the person next to us, and to my horror found out my partner had been seated behind me, I was very distressed and started crying, I asked the crew for assistance, and explained I needed my partner next to me, he was in the row behind, I cannot imagine why easy jet would have put us in such inconvenient places and was worried how my partner was to assist me.

I called the crew, I was still crying, and now sat next to two hostile ladies, she offered no answer, asked no one to swap,

In the end I noticed two free seats, and asked the ladies if they would be willing to move, they refused, so I moved there, which was hard due to my disability, they than moved in my seat, which much pleasure at having all 3 seats, they could have so easily moved into the first two seats, saving me so much distress, I really think the cabin crew were very poor, they should have stepped in and stopped the ladies shouting at me.

Fellow passengers were shaking their heads in amazement.

I know this may seem like a small deal to easyjet, but when you solely rely on your partner for assistance, its not a nice thing to go through, and although blame was pointed towards the two passengers, I think it is appealing that my partner was seated away from me, especially when it was noted I was special assistance, and a wheelchair user, and the crew should have stepped in. I found the whole thing distressing, and not acceptable as a wheelchair user, I have taken photographs of the lady sat in my seat, which can be checked against my boarding pass.

My daughter flew to paphos last SUNDAY and still has no luggage. It was reported in paphos. Gatwick have the case, or they did, they've lost it again.after four days of phone calls I have just been told that it may or may not be in paphos. They don't know! What a bloody nightmare and now everytom we I call they hang up on me without saying anything. No luggage no clothes! Very very angry

Easyjet is a bloody joke!
I phoned on monday 22nd to change a flight, was misinformed by an advisor so the manager said she would listen to the call and phone me back in 2 hours - no phone call,
I phoned on tuesday 23rd and was advised I had got through to the india call centre and I needed to speak to the cape town call centre so she would pass a message over to them to call me back by the end of the day - no call,
I have been messaging easyjet on twitter every single day and kept getting told I would get a call by the end of the day - no call.
I phoned again on monday 29th and was on the phone for 1 hour and 30 minutes, I got the flight changed by a manager called zed and an advisor called moensis, I paid the £180 flight change fee and it was all sorted.
Finally someone phoned me back tuesday 1st march to try and resolve my case, I informed them that I had phoned up the day before and had sorted it myself.
I log in online today only to notice my old flight appears instead of the new flight. I phoned up only to be told there is no record of my flight being changed, they can see I phoned up on monday but ;something went wrong' and the flight change didn't happen,
I asked to speak to a manager but apparently as the phone call had gone on for 40 minutes already and it was past closing time there are "no managers left in the building".
I have been told I will get a phone call tomorrow... Sounds promising.
Now I am £330.96 out of pocket for the original flight, £180 for the flight change fee to a new flight but I don't have a new flight?
Worst airline ever, con artists. I bet I don't get a response until this friday at which point I will be told it will be too late to change my flight as I am due to fly this saturday!

I made changes to my flights 15 days after my original booking and over four months before travelling. When confirming those changes I realised that I was going to be charged full price for my new booking as well as my original booking. I called Easyjet and their agent confirmed that I was not going to get any refund or vouchers for any of the bookings even thought I tried cancelling my second booking on the day. I was left very confused with Easyjet compensation and 24 hour cancellation policies. The lack of clarification when changing a booking seems like a very sad way of making money.

The issue started last 9th of September in Bristol Airport when I was returning from Madrid in one of the latest flights of the day that was delayed, so I got Bristol almost at 02:00am. When I was going to get my baby's buggy from the conveyor belt I realised that the handled was ripped off. They broke it during the travel. At that very moment I started my claim with Easyjet and I was addressed to Damagedluggage.com very soon. After a couple of calls to easyjet and damagedluggage.com and 3 weeks later a courier came to take the broken buggy to examine it and lent me a buggy for a baby of more than a year when, as I said them before, my baby was 3 months at time. I complained about this but I did not get anything better. A month later I had not received any information back about the issue I had to make like 10 calls to damagedluggage.com to know what was going on and I got to know that they had lost my buggy. A week later they found it. After another week they told that the buggy cannot be fixed so they offered me others buggys...all of them cheaper than mine and very crappies. We asked for a refund and we were told to start all the claim again! 2 months later! I did it, I sent the invoice of my buggy, I signed a paper saying that I wanted my money back, I authorised them to throw the old buggy away and all I wanted was money back asap. Once all this was done, first week of November, they told me that the money would be paid in 2-3 weeks. Last week of November they told me that the payment would be done the last day of November. This week, December and 5 weeks later, I have been told that I am going to be paid in 2 weeks again...the reason? they did not know that I had authorised them to get rid of the broken buggy. So, 4 months later, I have not receive any money back, my baby is going in a very big and long buggy which is not the correct one for her. I have spent a lot money calling them every week and... I am only receiving excuses but not any compensation. It is funny! I saw on the online page that they sorted this kind thing out in 15 days...15 days... I am still waiting! If anyone want to see documentation of all of this, let me know.

I have been waiting for 3 years for a delayed flight compensation. After sending my attorneys to court Easyjet backed up at the last second and agreed to pay... In between their website has changed and states that these compensations are due to the customer, so it should be easy... All good except they pretend to have sent a cheque they never sent. Since then -4 months- I must have written to their 'customers services' 20 times. My last 8 emails have been completely ignored and not answered.

I flew from London to Barcelona on Easy Jet airline and paid $50 us dollar to do so. When I got to Barcelona my luggage was not there and had been left in London. This was on 9/21/ I had to arrive back to LA without my luggage. It has been a nightmare trying to get in touch with anyone in London or Barcaleno or easy Jet to get any information about my Luggage. I'm so disappointed with the services of this airline. It is like they don't care about you or your personal belonging . I got the owner's information Sir Stelios Hagi- -Ioannou to contact him personally to let him know how his customer are being treated, due to poor customer services. I have never had this problem with any Airlines before and I have travel many places. This is a disgrace and a shame.

I had booked a flight with Easyjet from Luton to Copenhagen. Although I was in line to check my luggage for 2 hours (!), due to disorganization and understaffing the suitcase was not checked in time, so I missed my flight. 22 other passengers were in the same situation. I understand that this happens every day. I received no service and the staff was rude to boot. I chose to fly to my destination by another airline and, fortunately, I can claim the price for the Easyjet flight on my travel insurance.
My advice to travelers: Do not use Easyjet.
Erik

To whom it may concern,
I was due to take flight EPG 4MT 16.20 Belfast to London Gatwick, despite the fact it was delayed 25 mins I was denied on-board. I was completely unaware of their new policy of overselling flights by 10% meaning that if you do not check in online you lose your flight. Due to internet issues I was unable to do online check in assuming I could do it at the airport ad I only had hand luggage. I find this new policy wholly unacceptable and unfair for frequent flyers like myself. The staff were unhelpful and due to missing this flight I had to pay out a further £95 to board the next one(i needed to get to work), this has caused great inconvenience to me as it caused further expense with travel costs once arriving in Gatwick.
To add to the inconvenience already caused the next flight that I booked onto was delayed for 1hour 30 minutes which I only discovered at the departure gate! No apologies, no compensation. More appealing customer service.
Previously I flew with you in March on EZY837 this flight was delayed over 3 hours!
As s frequent flyer with your airline this whole experience has caused great inconvenience and unnecessary expense. I write to you in the vain hope that some compensation will be offered.I'm deeply upset by this matter and it has made me extremely reluctant to use Easyjet again.
I look forward to your response
Yours SIncerely
Eileen Black
12 Chrisdory Road
Brighton