EasyJet
Reviews and Complaints

I'm willing to invest a 5 digit sum in $ to finance a class action against Easyjet!

With the help of other victims I would like to prove that Easyjet systematically overbook flights and then evade from having to pay compensation or to rebook flights accusing selected passengers to not comply with baggage or other rules when wanting to board. In our case a group of 3 person where denied boarding right at the gate, although at the check-in supposedly all was perfectly ok.

I'm sure, that we are not the only one to have bin cheated that way by EasyJet!

In case you had a similar experience please send a short note with your contact to: Mr. Wirth, P.O.BOX 610, CH-3700, Spiez, Switzerland for further details.
Thanks!

I booked my flight tickets on easyjet website. Throughout booking the prices are shown in Euros, but they charged my card in GBP.
There wasn't information at the time of booking about the default currency.
I called customer care, but they are helpless. Ultimately instead of €256 they charged me €370.
This is totally insane.

I’m writing this email to formally present my discontent with EasyJet support service. We have booked, at least, 100 flights with your airline, this year alone.

I made two group bookings last year, for the first week of March this year. During the booking process, your collaborator told me that about three weeks before the flight, I would get an email with a spreadsheet attached, to be filled with passengers names and details. As this had been the procedure in the past, I expected the spreadsheet to be on my email account by today. But it wasn’t. So I contacted your services and I was told I would get an email with the requested spreadsheets ‘in a while’.
I got an email indeed, but as an attachment, I found a random spreadsheet, with no names, no reference numbers, no identification. When I called to confirm why I had only gotten one and why there were no details on the files, my call was unanswered. As this happened for the next three times I called, and it was still 4.30pm, I started trying other departments. I was told to call group bookings about five times, before I manage to finally explain I already had the group bookings number but no one was there to reply! I had to ask for a supervisor who would help me and understand that as much as you give a costumer a phone number, it doesn’t really help them if there's nobody there to pick up the phone.

I kept hearing I was calling 'out of office hours' even tough the voicemail message clearly says otherwise, (8am to 8pm) and the email I got from Easyjet also stated differently (8am to 5.30pm).
I had to call 4 different numbers, speak in three different languages, to five different people and wait for 52 minutes to get a hold of a supervisor who, as thoughtful as he was, could not help me.

On Friday at 11pm we still didn’t have an answer from Easyjet so we could only send an email. We have a problem, caused by the lack of attention to detail, no solution and apparently none of your collaborators or supervisors can solve it for me. OK Estudante is a good client, and we had hoped to keep doing business with your airline. But as you may understand, not if we’re ignored this way.

I spoke to Pedro and Melson Saldaha. I can not recall he supervisors name, but as he said he would report this situation, he shouldn’t be to hard to find. We were told to be contacted over the weekend, but have not heared anything back until now. I would also appreciate an answer in writing, to this email account. I would like to have this situation solved as soon as possible, as I have 40 passengers awaiting information.

The trips are for students to visit UK universities, who are interested in their education. They want to grow, care about their future and expand their horizon. The disappointment of those students will be agains you. Easyjet is not helping!

Our plan was to send 500 students from countries all over Europe to the UK, but unfortunately it seems Easyjet will not be very supportive of this venture.

We live in Spain and use Easyjet extensively for our flights to and from the UK, visiting family and friends, and to fly our family out to us for holidays. During the past 6 months, we have experienced delays every single trip on which we or our sons have used Easyjet, details as follows:

08-09-14 LGW-VAL, flight 5225, sched. arrival 20:35, actual arrival 24:45, delayed 250 mins (we were paid compensation for this huge delay, which spoiled the start of our son's holiday with us)

03-10-14 VAL-LGW, flight 5222, delayed 66 mins
(causing us major problems by arriving late in London on Friday afternoon)

02-01-15 BRS-ALC, flight 6071, delayed 39 mins
(caused by faulty aircraft, even though first flight of the day, and replacement having to be flown in from Berlin. Why wasn't the fault found during overnight servicing and do they not have other aircraft in UK?)

17-02-15 LGW-ALC, flight 8661, delayed 55 mins
(delay caused because one too many passengers were boarded. How can they possibly check-in, let alone board, too many passengers? How could their booking system allocate the same seat no. to more than one passenger?)

These are not isolated cases selected from a year's frequent travelling but every trip we or our family have taken to/from Spain in the past 6 months. We have now completely lost faith with Easyjet and will do everything possible to avoid using them again...and our dissatisfaction will unfortunately be related to our friends.

Recently in an article in a local newspaper in cyprus easyjet stated that for
2015 they were running a service from luton airport to paphos at princely
Sum of £37.99. I quickly contacted easyjet who told me to go to the web site
And book.
However these seats never existed I scared the site but to no avail I contacted easyjet again and was told that the seats had all been booked when 1 hour previously they were available my god the filled an a320 inside an hour. Beware this is a scam no such flights were ever for sale.
I have enclosed a copy of the newspaper article which states clearly that
These seats were on offer.
Id anyone else has had the same experience please let it be known

My wife and I took a short break on an Easyjet flight EZY8359 at 1800 hours from London Gatwick to Nice on Monday 17th November.
The stewardess who reluctantly gave me her name as Lisa was rude, aggressive, threatening and belligerent. We have never encountered such a rude person on any airline and we do a lot of flying! We were in the front seats and she ordered us to go to the back of the plane and find a space for hand baggage. We had already done that and it was full and an announcement was also made to this effect over the tannoy as the flight had 100% occupancy. She hadn't even registered that! When I asked her if she expected me to go back again to the back of the plane despite my previous foray there and the subsequent announcement, she raised her voice and pointed her finger at me saying she had already told me what to do and she would have my bags removed! She never wanted to listen to us and continued to behave threateneningly the whole flight. Such behaviour is unacceptable and unnecessary.

Yesterday evening, after my business meetings in Geneva, I proceeded to Airport about 2.5 hours before the flight to Amsterdam. We passed through the long security queue and arrived to the gate about 50 minutes before the flight departure. On the boarding pass, it is written that gate closes at 18.20, we were at the gate at 18.26 and before that we were sitting in the hall about 200 mt to the gate. We have seen last people proceeding in front of us going to the flight. Lady at the counter said it is closed. In the same time, on the screens it was clearly written that the flight "is boarding". Gate is not closed according to the screens. She claimed that she announced our names but we never heard any announcement at all. Because we were just sitting close to the gate. There are still comfortably 20-25 minutes at least to the scheduled time and we talk about Easyjet which almost never departs on time.

She rejected us by saying that "this is not a bus". We tried to get over the shock as we see the plane in front of us and it is not leaving nor fully prepared at all. Anyway, we found out that the flight was the last flight of the evening to Amsterdam. Easyjet customer service could offer a morning flight for only 1 seat at 06.55 next day. So, one of us could not fly with a fine of CHF 100 each. We bought tickets fro about CHF 160 return each.

We paid CHF 470 each to fly from Geneva to Brussels and rented a car from Brussels to Amsterdam for EUR 170 and arrived home at 01.00 am instead of 20.10 pm.

Easyjet staff were extremely rude, ill-mannered and they did not act helpful at all. Customer service guy said there is only one seat at tomorrow's flight but I need to ask my manager. He went inside for 2 minutes and came back. He said there is no seat. These acts were all fake. They did these on purpose to force people pay extra fees. Their staff is extremely unprofessional and immature with their comments, acts and responses.

I flew with them in various airports in Europe, easyjet staff are always rude, never helpful but only Geneva staff is such ill-mannered.

Easyjet is the worst service provider ever and they only think of the money in your pockets, nothing else. How can you respect their people, staff, owners? Are they proud of themselves? True, this is abus actually and Easy staff intimidates passengers who doesn't act like they want. And their staff is immature, juvenile ill mannered boys and girls...

I had to cancel my Easyjet flight and get a refund from my insurance.

There is no cancellation button on their website, as if to make it difficult.
Their international telephone call centre never answered my call. Waited for half an hour ! !
In order to get a formal cancellation letter, you have to pay an extra 20 euro.
They take days to answer emails !

I have a booking for a 3 day weekend in Barcelona, booked 2 flights and hotel off the EasyJet site, they take the money right away, even though travel is 2 and a bit months away - you have 48 hours to cancel !
Now just over a month before travel, my partner has a family member diagnosed with a serious illness, just found out in past 2 weeks, treatment will start in 2 weeks and then continue for 6 months, the family member will require continuous personal care, my partner has to do this and understandably so, we now cannot travel.
Call Easyjet to cancel both flight and hotel, get told no refunds and will have to pay £40 to cancel ! So advised to not show for the flight, the seats remain empty, other customers who would like to book, but flight is full cannot do so, even though tickets will now cost more closer to the flying date.
Why no refund with 5 weeks still to go?
Customer services would not manage the hotel booking even though through easyjet site, had to call hotel direct and got the same response, no refund, but could postpone to another time - hotel policy not easyjet!
They want to be the leading low-cost airline with good customer services, well this is rubbish and unnecessary and I will consider an alternative in the future and make sure as many know as possible
.
EASYJET YOU ARE A POOR CUSTOMER ORIENTATED COMPANY

On the 13th of august I went to Italy for a few days. On my return journey which was on the 19th of august to Gatwick, I was at Bologna airport in Italy coming back to London. After check in which took around an hour due to how busy it was I was making my way to the gate so I could board my flight. The woman working on the plane would not let me through because she said the gate was closing. I argued with her to let me on because the airplane was still standing for about 15-20 minutes but she refused to let me on even though the attachment to get onto the plane was still there. That day I was about 4 hours early for my flight which is a very long time. I had to rebook flights and pay an extra 100 euros and book a hotel for the night. This woman wasted a lot of my time, I don't know why she didn't let me through when the plane was still there, i paid a lot of money for my tickets.

Easyjet´s economic abuse of a 17 year old girl.

My daughter has been in england for an english course during the month of july 2014, leaving with easyjet from valencia to gatwick with flight nº ezy5226 on the 28th of june 2014 and coming back on the 27th of july 2014 with flight ezy5221.

Due to the extremely strict luggage regulations of easyjet she did have one suitcase of exactly 20kg. And one hand luggage with the exact measures of 56 x 35 x 21 cm. The maximum sizes of the hand luggage allowed by easyjest are 56 x 45 x 25 cm.

On the way to gatwick, flight nº ezy5226 on the 28th of june 2014 she passed all controls, even the control of the measurements of the hand luggage in valencia without any problem, due to the fact that the sizes of the hand luggage are inferior to the maximum sizes allowed by easyjet, there was no problem whatsoever.

So far so good… nevertheless on the 27/07/2014 in gatwick she passed all controls without any problem until she got to the gate and was stopped by an easyjet employee and was told that she had to pay 45 pounds because of the fact that here hand baggage was too big.

As she was very much aware that the sizes where inferior of the maximum sizes allowed, she defended herself indicating that she travelled with the same hand luggage from valencia to gatwick without any problem. The easyjet employee got kind of unpleasant and informed my daughter that she had to pay otherwise she could not take here flight back home.

My daughter informed the employee that she did not have 45 pounds with here; she had spent the money during the month she had been in england. The employee informed her that this was not her problem, she had to stay and could not go home to valencia.

As you can imagine my daughter of only 17 years old got very nervous and tried ones more to solve the problem informing that the sizes where inferior to the maximum sizes allowed by easyjet. The answer of the employee was “I don't give a damn” you are not going anywhere if you don´t pay.

Being desperate now she asked a friend on the same flight for the money which she got without any problem. She went back to the very unpleasant employee to pay the 45 pounds in cash. When she arrived and wanted to pay she was told that payments could only be done by credit card.

My daughter of only 17 years does not have a bank account or a credit card so she informed the employee about this, ones more my daughter was told that this was not the problem of the employee…
Finally the problem was solved by the same friend who paid with her credit card and my daughter who had almost gotten a nervous breakdown, could finally fly back home to valencia.

This has been a case of economic abuse to a minor by a multinational; easyjet, which I think is unacceptable.

Can anybody help? I'm looking for an official way to complain about how I was treated on a recent Easyjet flight, and I can't find any valid way to do this from their website. The basis of the complaint is that I was travelling with my 2 year old son, who happened to fall asleep on my legs during the flight. 25 minutes before landing I was asked to wake my son up and put him upright and lower the arm rest, which is standard safety procedures, everyone and their dog knows that, but I'd asked for 10 mins more just to let me arrange my son slowly. At which the Crew manager came stomping down and verbally assaulted me, demanding I do what he told me or he'd not authorise the landing of the plane. I eventually performed the actions and then told him to go away, at which he went berserk shouting at me with getting me arrested. When we landed, the police actually boarded the plane and held me for questioning, after which they realised that they were dealing with a sensitive individual and just dropped all charges, even the pilot thought the whole thing was blown out of proportion. But I had to suffer the indignance and embarassment of this idiots verbal assault in front of a plane full of people and my 2 year old son. Who woke up wondering what all the fuss was about. I'm seriously considering pressing legal charges if only I can find how to proceed.

Regards
Phil Pickard

On 20 April 2014 the easyjey website did not allow me to change my booking. The website returned a message that the booking
could not be accessed and that my email address was not valid. Not only had easyjet sent me an email confirming the reference number on 19 April, but I had also entered name and passport details on the website.
I phoned easyjet customer service and explained that I could not access my booking on line to amend it. I was told by the customer service person (her name was Sefira?) that my booking reference was invalid. After giving her my full name and email address the booking was found. I was then told that I must amend my booking online. I proceeded to explain again my predicament that the
easyjet website would not allow me access to the booking. The call was then abruptly terminated.

Again I called customer service and again the booking could not be found. I spoke to Anil in India. After a similar process as before the
booking was found and I was told that I should change the booking on line. I went through the same explanation again and while doing this (it was a long and arduous process) I registered again online with easyjet using the same email address and details as my original bookings. I was successful in registering (which should not have been possible as I was previously registered with the same details!), but there were no bookings were under my name.

After a long conversation with Anil I was told that the cost for the change of booking was ca £228, (Fare difference plus £40 each way). I
pointed out to Anil that the fare online was only £218.74 on line and as I had previously paid £182.74 the difference could only be about £116.00. I was told that the phone price was in excess of £300.00 and that I should change the booking online. Explained again that I could not access my booking online and upon enquiry I was told by Anil that cancelling my flight meant I would not
receive a refund.

Again I explained my predicament that I could not access the booking online and was told that this was all easyjet policy. The whole process took over an hour without satisfactory resolution.

I have now booked new flights and believe that easyjet should refund the difference to me as access to my account and bookings on line
were denied me. That is I should be reimbursed for an amount equal to current flights £224.74 less previous flight £182.74 (plus amendment fee at online cost). Ironically the website directs you to call the customer service centre (in India) for complaints

25th march 2014
I wish to make a complaint regarding airport conditions in budapest airport hungary. The so called 'departure lounge is a hike of 15 minutes ' from the airport building and most of it is in the open air simply fenced off the perimeter of the airfield. This 'departure lounge' is a tin 'cattle shed'. Inside this tin shed the passengers are herded through a labyrinth of mash fence corridors wide enough for 3 people abreast. There is no seating, heating/air conditioning or toilet facilities in this tin shed and regularly the passengers have to stand here for at least 30 minutes (Or as long as it takes to get the aircraft ready) because this easyjet flight is always at least 30 minutes late departing from budapest. There is no emergency escape route out of this tin shed and no way to escape from fire, or from any emergency situation! In short this so called 'departure gate' it is a death-trap! A disaster is waiting to happen here. This tin shed is shared with two other airlines ryanair and wizzair. I was travelling back in the evening and the tin shed was full with about 600-700 passengers all being herded like cattle separated only by these wire maze of corridors. (No fire escape or room to run anywhere). A nightmare! There was practically no lighting and we had waited for so long (As the plain is delayed as normal) that old people actually had to be helped to sit on the concrete floor and then helped up again from the floor when the queue finally started to move to board the flight. A mother was also sitting on the concrete floor feeding her baby. I have already written a letter of complaint to easyjet and received a regular reply from a non-person (Who only has a first name) telling me that the departure facilities are nothing to do with easyjet, but the airport authority of the country of departure. Well I have news for you. This not true! Budapest airport has all the mod-con facility but easyjet is not prepared to pay for this 'human quality service' because that would cut their profits! If there is a fire in this enclosure everyone will die! The hungarian staff who is - I was told by easyjet - most highly trained by easyjet themselves, resembles the gestapo camp training. They are rude inconsiderate and seem to be trained to rip people off by making them put their hand luggage into the hold claiming that their baggage is the "wrong shape". This of course the last stop before boarding and the people are actually afraid of the staff. They part from their hand luggage and pay a small fortune for the privilege. I would like some investigation into all this and expect a reply from you. Regards andrea watson

Did not realise I had someone else baggage. unfortunately there were 3 suitcases the same make and colour.Ihad gone to meet a friend as I had not seen for 17 years, so we were talking so muchthe night had gone quickly. when I arrived her appartment I realized I had someone else suitcase. the phone had been ringing and as I had unknown number I did not take any notice. as this was the case I contacted the number which the suitcase belonged, I then got in touch with the airport and they would not give me back my suitcase until I went and took it to their rightful owner whih was staying in Gstaad switzerland which mean't that I had to travel 7 hours journey and miss one day of my holiday with expence of £100.00 for travelling plus food expence and a loss of aday with my friend. I have not heard of such bizzare before as I had to travel and return baggage and yo receive a number quoting for my own baggage to be received at the airport, which again I had to travel to receive. I hope you can reemburse me of my travelling expenses or I will be taking further action if needed. Hope to hear from you soon.

easy jet is riping customers i was traveling with my doughter who is a student from liverpool to larnaca i checked in at easyjet counter and we paid for an extra laguage 10GPB which is clearly stated and is alright we also had from i handbag each as we are allowed apart from that i was holding my doueghters lap-top and she had a womans hand bag on her shoulder when it was time to board the plane and we are at the gate the easyjet lady on the counter said to us that we are not allowed to carry the lap-top and the hand-bag on board because its consider as an extra lagguage! she asked from us to pay 45GPB per item to be allowed on the plane otherwise we couldnt fly! i asked to see the manager in charge and the answer was no and on top we have been threteant that if we dont pay the 90GPB the plane will leave without us! having no option i had to pay 90GPB to easyjet to be allowed to take on board a lab-top case and a small ladies handbag! i am very angry this is stealing from people please help me to get my money back and make the story known

Being a Yank, I am totally unaware of the various surrounding London airports. During a online booking for a future trip, six (6) months in advance. I entered LON as my airport destination, however at the time of booking the term Southend can up during the normal accelerated keystroking, a major error was about to insure at my expense. Within the 24 hour cancellation window stated in their webpage, I spent $60US in international calls to politely cancel my 70 eur tickets, foolish, but I wanted to do the right thing, not expecting to spend an amount equal to the booking. This was in addition to numerous exchanges of emails. Bottom line, yes they can cancel the booking, but there will be a cancellation fee in excess of the original amount of the booking, meaning that I CAN cancel the booking, loose my original amount AND still owe them an additional fee OR a change in airports to the Forrest one, again a higher cancellation fee AND the change in air distance. As for any attempt at customer services they have failed miserably, it's not like six hours, days, or weeks before the flight, but six months and a simple error. How many 70eur bookings can this mistake defer potential customers AWAY from Easyjet? NO CUSTOMER SERVICE!

Having purchased a trip in a charity auction to Madeira we were unable to go. I gave the trip to friends who tried to change the names on the EASYJET flight. Not only did Easy jet want to charges 42 euros per person each way ie 168 euros for a simple name change but ALSO an extra 58 euros for the cost increase of the flight from the original date. Even if they can justify the name change charge how can they justify the extra flight charge for a name change? I have flown with Easy jet probably 15 times in the last year and I can promise them if I can possibly book with any other airline in future I will. Just pure greed.

In May of this year (2013) I flew with Easyjet from Amsterdam to London Gatwick (flight U28872, May 8th 2013). On board I saw a taxfree article I wanted in the Easyjet Magazine: Zipper earphones. I ordered them and paid for it by creditcard (approx. 13 euros). The steward, by the name of Ian, came back to me and told me that inexplicably the article was not on board. He could not give me a refund. He apologized and told me to get into contact with Easyjet Customer Services and they would sort it out for me. On the airport there was no Easyjet Customer Services or any Easyjet office to contact on this subject.
On returning from my holiday I contacted Easyjet by email, Customer Services Department, asking for either a refund or for sending me the article. I send several messages and received two messages.
A Mr. Vijit Dudeja emailed me the following:
"I have forwarded this case to the concerned department and I assure you that one of my colleagues will contact you shortly regarding this matter."
That was on May 25th, 2013.
Nothing happened, I got back to Mr. Dudeja, but did not hear anything back.
Then I sent a second complaint to the general mailbox of Easyjet Customer Services. I received a reply from a Mr. Robin D'souza.
Mr. D'souza's message was literally:
"I sincerely apologise for the inconvenience caused and for the delay in response.
I have forwarded your details to our inflight service provider on a priority basis and they will contact you directly in this regards."
That was on July 2nd, 2013.
Since then, I have not heard anything.
Now this may concern a small amount of money, but I find the whole thing totally unacceptable.
I therefore warn and call upon all future passengers of Easyjet not to make any purchases on board of an Easyjet plain.
Louise Bruinsma