EasyJet
Reviews and Complaints

was due to board easyjet flight return from alicante to manchester 10/6/12. was told it had been overbooked and some of us would have to go to Glasgow and get a coach to Manchester, when we got to gate for Glasgow flight we were told my sister in law would have to wait until midnight to board the Liverpool flight which was not leaving for 13 hrs as the Glasgow flight was full . She would have to stay in Alicante alone until then. Overall management of situation was disgraceful. We have all been offered compensation of 400 euros but no explanation of problems encountered. I have been waiting since 11the June 2012 for an answer to my complaint.

I arrived at Pisa airport checking on Saturday morning 9th June to return to gatwick with my wife and 6 year old daughter. I was told due a technical fault they had to send a smaller plane and the was not enough seats. I was told to step aside to allow the people that had done online check in aboard. I said I want to speak to a manager and which point I was told if I did not step aside he would call the police! This obviously became very distressing for my wife and young daughter. By the time I spoke to the airport manager (very kind and helpful). We established the were two seats available on the night flight 11pm (14 hours from when we arrived at the airport and would of meant splitting us up and creating more difficult travel arrangements or opting for the 4pm flight the next day. We were offered compensation at the time of £300.
I telephoned easyjet on the 11th to claim my compensation to be told they would get back to me in 2 days it has been five no call!. All I am requesting is the additional car hire, parking charges, food and £300

I was flying back from a return flight from amsterdam on thursday may 31st on easyjet EZY6776. The aircraft had started taxing before the female stewards had finished the saftey checks(what to do incase of a emergency). and once in the air the flight was fine until the pilot had made it to liverpool in where he had put the aircraft in a steep decent from 38.00ft in where the pilot dident level out untill glenarm(northern ireland). I myself am a trainiee helicoptor pilot. I also noticed that two passengers were suddenley sick and chrildren wich were sleeping had woke up in tears. the aircraft was also 10mins early so ther was no rush, nor no need for such steep monovers.
Regards David.

Yesterday 29 April 2012 returning to Newcastle from Malaga flying with easyjet. We know to get to the airport 2 hours before our flight, got to check in desk to hundreds of people in " all destination" desks. Waited in the que about an hour and a half to not even get half way, eventually "Newcastle" came up on the board, went straight to desk where they told us it was closed, we had 2 suitcases to check in that we had already paid for, went to Easyjet help desk where she said we had to go to gate with our luggage as soon possible! Also give us the wrong gate number, got to security where they took all our perfumes Deodorants etc off us which wouldn't of been needed if they checked us in, rushed down to the gate we got told which was the wrong one, finally got to the right gate where we then got charged €100 euros for our luggage to be taken on! The attitude was disgusting, the fact we were there when we should of been but to have to wait in ridiculous queues and cost us all that extra money! The same happened to a group of 6 lads and a couple whom didn't have the money to pay for their luggage could not fly! I am a frequent flyer as I have family abroad but shall be travelling jet2 in future!

My husband and I recently had a bad experience with EasyJet. We arrived at Gatwick to be pushed into a queue of about 600 people and sat in it for about an hour with no explanation of what was going on. Eventually we were fast tracked to check in as we had our 4yr old daughter with us. We were then informed baggage belt had broken and everything was being done manually and was told to take our baggage over to the cordoned of area where we waited for another 30 mins to be told which partition our bags should be in. Once on aboard the plane all the passengers were informed by cabin crew that all our luggage was on board, only it wasn't. We had another 2hr wait when we got to Malta to report our baggage missing and finally were reunited 3 days later with our cases. Have written a formal complaint (with all the evidence) to EasyJet a month ago but have not receive any communication from them at all. No customer service and duty of care!

Mijn klacht heeft te maken met een reis die ik heb gemaakt naar italie. Om in te checken op de heen reis(Lissabon) werd er geen probleem gemaakt over mijn koffer, afgezien het feit dat de koffer net niet past in het meetrek, wat is geplaatst vlakbij de balie! Misschien 5 cm te lang i.v.m de wieltjes, en ik ging er vanuit dat ik de koffer mee kon nemen als handbagage, wat al eerder is gebeurd met dezelfde koffer bij easyjet! Mij werd vriendelijk verzocht of ik de koffer in de bagageruimte van het vliegtuig wou laten gaan ivm ruimtegebrek! Heb ik gedaan, geen probleem!
Op de terug reis, op vliegveld fumicinio, om te beginnen zijn uw mensen daar onvriendelijk, bruut en zonder klantvriendelijkheid, erger nog, ik werd onvriendelijk verzocht om eerst 30 euro te betalen, voordat ik werd ingecheckt! Voor dezelfde koffer! als het voor iedereen zou gelden zou ik er vrede mee kunnen hebben, maar er waren veel mensen met dezefde, of nog grotere koffers die hun koffers als handbagage meenamen! Dus er werd gemeten met 2 maatstaven! Er zullen ongetwijfeld meer klachten over deze vlucht zijn! Fumicinio-Lissabon -Zondag 11 maart 08.55. In afwachting van uw reactie!

Jan-Willem van Raamsdonk

I used to believe that easyJet offered value for money – that they had the cheapest or best prices for flights to Spain and elsewhere in Europe. My wife and I used to fly with them two or three times a year. Then easyJet taught us a lesson - that the cheapest air fares were not necessarily the best.

We fly regularly to Europe but, these days, we never book with easyJet. EasyJet charged us so much for a simple name change that they ended up losing our business.

In October, 2008, we booked return flights to Valencia, Spain for 21 February of the following year. I immediately saw that there was a problem with the names on the booking confirmation – ie my wife’s first name was the same as mine; the booking showed her with a man’s name. I went onto the easyJet web site and, with some considerable difficulty, found the page which allowed me to report the problem. The initial response from the easyJet Customer Experience Team was that they had looked at my email and so provided a web link referring to the Greek strike on the 21st of October 2008, and they hoped I would find it helpful.

Later, an email from a Customer Experience Champion suggested that the error was caused by the ‘autofill’ on my PC, when I was making the reservation and advised me to phone their Customer Services on an 0871 number. This seemed like a reasonable explanation, so I rang the number but I was advised by a recorded voice to contact easyJet via their web page again.

I contacted easyJet again via their web page and explained that I was going around in circles; the 0871 Customer Services number refers me to the web page and the web page refers me to the 0871 number. A ‘personal’ reply came from another Customer Experience Champion: ‘Thank you for contacting us. I would request you to contact our Customer Services on 0871 … … Thank you for taking the time to contact us Mr….If you require any further assistance, please do not hesitate to contact us again via the contact us section of the easyJet web site.’

All this was very frustrating and anything but easy; I put the matter aside until February, just before we were due to fly. The original price of my wife’s ticket was £95.27 but on February 17th easyJet charged me another £149.12 just to change her first name from a man’s to a woman’s name. In total, her ticket came to GBP 244 instead of GBP 95.

We still fly two or three times a year to Europe but, since that incident, we have never booked again with easyJet. We don’t fly with Ryanair or any so-called budget airlines either. We would prefer to pay not much more and have peace of mind with reputable airlines such as British Airways or Iberia.

We felt cheated by easyJet over that expensive name change but easyJet has lost much more in losing our business.

this is an airline run by inhumane robots with no common sense.
Im aware that i must check in 40 mins prior to dep. unfortunately
my taxi was having engine problems so I arrived
exactly on time. by the time I got to the desk I was 30 seconds late,
this was in Berlin. she said I couldn't check in. she said
to approach the ticket counter to change flight. good
help. the next flight was 2 days away. so ticket gone and €120 for one way ticket
to Amsterdam. I had a flight to catch from Amsterdam so spent another €200.
horrible airline.

Hello my name is Marcin Wala.
Me and my girlfriend Joanna Fraszczak were "trying" to be back from Tenerife South to Edinburgh Airport on 30 of January.
The company we choose was easyJet.
Flight number EZY6950, reservation number EJKR5XP.
Our flight depart time was 16 40, gate closed at 16 10 on 30of January 2012.
The departing gate was 34.
16 02 was the actual time the gate 34 was closed.
On 16 03 the flight to Edinburgh went off the screen.
16 04 we were at the gate nr 34, but nobody was there!
No people no information nothing.
We haven`t received any compensation.
What to do now?

I flew back from Madrid to London Luton on 19th January 2012 on flight 2202. I had booked to travel with hand luggage only. However, when I got to the gate I was informed that there was no more room on board for hand luggage and I therefore had to hand the bag in at the aircraft door. As I'd had no intention to check my luggage in, it had no lock and I had no way of securing the bag. When I arrived in Luton two packs of Marlborough light (ie 2.x200) had been stolen from my bag. These cost about 48 euros each, so total 96 euros. I have complained to easyjet about this and received an automated reply (on 20th Jan), saying that I would be contacted within a few days. However no-one has contacted me and I doubt if they will. I think they should be held responsible and refund what I have lost as I had not intended to check my bag into the hold and travelled assuming it would be safe with me. I wold like to warn other travellers to beware of allowing them to take your hand luggage from you! And would urge easyjet to take some responsibility!
Olivia Macdonald
Easyjet Reference: [protected]
Booking Reference: EJLLH9W

We haven't even gone on holiday yet! Easyjet have changed our hotel, to what i consider to be a lower grade hotel but if we do not accept it we lose our deposit of over £600.. We cant get our money back as Easyjet is not a tour operator and are not members of ABTA. We booked a flight, hotel & transfer through the holidays.easyjet.com website. They say this is not classed as a package holiday! What is it then? The terms & conditions we were given where from a different website - lowcostbeds - How we could ever look at these I do not know! Next time we book a holiday we will ring Easyjet & let them pick our holiday for us! No chance - avoid Easyjet!

Just a warning to in internet bookers with these scammers.
Check your dates and all your details then check again. If you dont it could be very costly.
I had the misfortune to input the wrong date on the dropdown. Having realised my mistake minutes later, I phoned their "customer services" (sorry ..wry smile - had to hunt down a phone number off a forum . Dont they warn you about websites that dont display a pnone number?). I had two options - Hand over £22 for her to do the correction or go back on the web and hand over £35 to change it myself.
Easy jet do you not have any clue about customer service? You may have screwed another £22 out of me now but do you seriously think I will be back any time soon? Please take a leaf out of Ryanairs customer service book - show a human face and dont rip people off over simple corrections which cost you nothing to resolve. Pathetic

In September I traveled with my son (age 2), my parents (aged 75 and 73) and my friend to Paris CDG, due to return 3 days later. When we arrived at the airport we were informed that due to a strike we were unable to fly back Newcastle that day, nor were there any flights available to Newcastle for a further 4 days. We were offered accommodation for the night and a flight back to Glasgow the following day, which we took. I was informed at Paris that I would be able to claim all out of pocket expenses back from Easyjet for wich I forwarded all receipts on return. I spoke to several members of staff at Easyjet on the telephone and received emails from them requesting information and confirming details to enable payments to be made. Now, some 3 months later, I have been informed by Easyjet that they will not pay train fares or taxis from Glasgow airport to the railway station as they got us back to the UK! I have contacted my insurance company and they will only pay out on length of delay (£30) and we are out of pocket by £55.50 per person rail fares and £50 in taxi fares – not to mention time, telephone calls etc. I have looked on the website and cannot find an address to complain about the service and the fact that we are still without reimbursement.

Booked a return flight London to Bologna and paid for all the unfair extra charge for using a debit card.

Packed my hand luggage into a suitable quality Kirkland cabin baggage that I purchased from the reputable Cosco in Walnut Creek in California USA. Measured the bag with a tape measure to make sure that it was the correct size...exact. On checking- in at London Gatwick the bag was 1cm too large for the frame size that Easyjet claim as being their limit. I was charged £105.00 for the bag to go into the hold. I suspect that the Easyjet hand baggage gauge frame is suitably under size, as travellers rarely carry a tape measure. What a wonderful contrived snare to extort extra from passengers who have no other choice other than pay or abort their flight. Easyjet your reputation is spreading around the world...Easyjet...the masters of air-piracy...never, ever again...

Hello, I made a booking in December 2010 with Aadam Wilhemina Hotel in Amsterdam in the web page of easy jet. In that web they said in the policy of cancellation "A credit/debit card is required to secure your reservation at Aadam Wilhelmina Hotel in Amsterdam. There will be no cancellation charge if a booking is cancelled before 10:00 hotel local time 5 days before your date of arrival. If the booking is cancelled later, or in the case of a no-show, the entire stay will be charged". But was FALSE, they took the money from my account in December 2010. Then I could not get the schengen visa and I could not go there. I tried to cancel the booking, and take back my money (154 pounds) but the hotel did not want to back the money, and EASYJET either .
I sent them (Hotel and EASYJET) the screens with the policy that they show me when I booked the room, but still nothing, I tried to change the dates, and nothing... The Hotel answered "No booking cancelation possible. No changes with the arrival dates or change of room type is not possible. If you still would like to cancel or change the booking then you will be Charged for the complete stay for this period. No refund possible. ".
The address of the policy that They had is : http://hotels.easyjet.com/en/p5655/HotelDetails/MaheABooking/default.aspx?hotelRef=159249&d=2011-03-19&n=3, but they blocked now.
They stole my money and I do not the money of how many other people, If per each person they took in average 150 pounds, could you imagine how much money they stole?.
I have all the screens and evidence of this, If someone know how I can denounce them to some institution that can take actions in this case, please tell me.
Thank you very much.

My flight was cancelled due to the volcanic ash cloud over Scotland on the 24/05/11. Easyjet aloud me to rebook another flight, which I did: Luton to Aberdeen. Having paid to get back to Luton I was alerted 3 hours later that our flight is cancelled and that I must make alternative arrangements. I arranged for a bus to take me back to London and then take a bus to Scotland. Easyjet refuses to refund me the travel expenses as they could have got me on a flight the next day at 13H00. CAN YOU BELIEVE IT! Easyjet is truly a get what you pay for….. LOW PRICES LOW TO NO CARE…

Unidentified Hostile Employee
Today (May 31, 2011) we flew EasyJet for the 3rd time in a week. And we were really offended with the service provided by an EasyJet employee at the "Speedy Boarding" checkin counter at London Gatwick airport – terminal S at 1:10pm.
We could not make a formal complaint at the airport as this EasyJet employee refused to tell us her name and had hidden her identification badge.
The woman, dressing a dark blue dress no EasyJet uniform or identification had been previously hostile to her working colleague at the same counter.
I imagine EasyJet can identify its own employee given the above details, plus our reservation info: EHWF5PN flight EZY5071 from London to Nice. Or images recorded by the airport security cameras.
We protested when the employee tagged our checked‐in luggage on its identification nylon belt instead of placing the tag on the suitcase handle itself.
We tried to explain that on previous travelling the air carrier tag has been lost as the belt went off the suitcase. She was very upset stating she knew how to do her job and she “did not have to listen to this” meaning to listen to the customers
remarks.
There was an airport supervisor called to the counter, named G. Miller, who told us the employee wasn’t supposed to show us her ID if she did not want to. He noticed she was very altered and when she finished our check‐in Mr. Miller
asked if she wanted “to go upstairs”. We mentioned we wanted to formally complain about the bad service provided and were told to “let it go” as we were “bigger than that”.
Despite being very aggressive all the time and having threatened us we could end up loosing our flight, the “speedy boarding” check‐in lasted 25 minutes even though there was no other customers ahead of us in the counter queuing area as we got there. The EasyJet employee mentioned deliberately attended us on an extremely slow pace.
We’d like to know if EasyJet would take any action regarding the bad airport service/personnel provided. Someone bad mannered and lacking customer service training should not be placed at the airport counter.
Hope to hear from the airline soon,
Patricia & Emanuel Pinto

I booked a flight to Spain with EasyJet for 4 people, I misspelt one of my friends surnames, so I tried to change it online. The system would not let me. So I called the number on the website, which was charging me 65p per minute. I was shocked! After explaining to the lady at customer services that it was just a spelling mistake, she told me she would still need to charge me the difference of the flight price because I had called up 4 days after the booking was made. The reason for my delay in calling was because it was the Easter break. A warning to all: There is a culture in the UK that companies like to charge you extorsionate amounts for human error. In most scenarios the customer is always wrong. If we don't start respecting our money, and letting these companies know that you are not willing to part with it so easily, these companies will not respect our money either and will keep ripping us off. EasyJet is a disgusting scam. Be careful when you fill out your online bookings.

I have booked a flight ticket with Easyjet airline on the 22/01/11 via the website www.easyjet.com

On the day of departure, Thursday 3 February 2011, I have asked at the check in desk for assistance as I have a broken knee cap and walk with crutches. At that moment, I have been redirected to the “bag drop” desk. I mentioned again about my disability and requested assistance and if possible a front row seat (1D). She categorically refused and stated that I would need to pay for an extra seat to travel! I informed her that I had a plaster but I was able to seat down properly and would fit within the rows of the aircraft as any other passenger. She was very reluctant to listen to me and called a gentleman who was the “expert”. He agreed with her and even added that I should pay for 2 extra seats to travel! I have tried to explain to the gentleman that my disability would not be refraining me from seating normally and that I only needed assistance to go to the gate with my hand bag, hence requested a wheelchair. All the staff at the desk refused to listen to me. I offered them to see my plaster as it was not a complete full calf plaster, from mid thigh to bottom calf, ankle free of movement. They refused to see my plaster as it could not be seen under my trousers. I requested to bring seats so I could demonstrate my ability to seat down between two seats, they objected. I tried to explain that my plaster was not full leg and was in a slightly bent shape (25 degrees), they didn’t listen. They kept me there for 1 hour and I had to keep the taxi driver by my side. I have been redirected to the sales counter where I have been forced, under duress, to pay for 2 extra seats to travel. They clearly stated that they would not allow me to travel if I failed to pay for 2 extra seats.

I have mentioned that this could amount to discrimination for my disability and that I would take legal action if needed. They have proceeded with the charges and I had to pay the amount of £173.00 on the top of my previous booking. I had also to pay for the waiting time of the taxi driver as the staff refused to keep my bag for the time I was dealing with them and no one wanted to carry my bag from one desk to another!

I have been assisted with a wheel chair to the boarding gate. Once in the aircraft there were 6 empty seats for me as they didn’t know which leg I had a problem with?! I have been seating on the seat 2F during the whole flight. I have taken videos and pictures of the empty seats. Before landing in Toulouse I have called the cabin manager and explained to her about my experience. She confirmed that I have been normally seated, without any problem in one single seat and agreed to write a report regarding that matter.

On my return on Wednesday 9 February 2011, I have asked assistance to the check in desk in Toulouse and the lady was very professional and kind. She organised the wheelchair in accordance. I have been flying on a single seat again (2F) for the whole trip, without problem.

I now hold a medical note stating my ability of being seated in an aircraft for legal purposes and documents related to my booking.

Easyjet refused to refund my 2 extra seats unused and to pay compensation.

I have now no other choice than suing the airline. Awfull experience. I will never ever fly with Easyjet again, even if it was the last airline available I'd travel by coach/boat...