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I am writing to voice my absolute disgust and anger at my treatment on my flight (EZY5360) from Vienna to London (Gatwick) on the evening of Monday 19th November- 20.50pm.
My passage through security and the gate in London went smoothly, no complications, and my hand luggage was checked and fit into your baggage gauge fine, with the guards stating that it was absolutely fine. However, on my return flight in Vienna, I was told my luggage did not fit your requirements as there was a slight tilt when placing my luggage into your gauge. This was a completely different sequence of events to what I had experienced in London, and your staffs handling of this issue was very, very poor. They were very rude and dismissive of any queries I and many other passengers had.
This caused major upset to a number of passengers, with at least 6 bags having the same problem. Our treatment was very unprofessional and we were simply told to pay 50 Euros or our luggage stays in Vienna. The whole atmosphere in the gate was of pure outrage and panic, especially people coming through the gate late. Despite having our luggage clearly fit through your gauge, we were simply told that it is policy to charge us if we have to tilt the bag, no compromises given. But it was the pure dismissive attitude of two members of staff in particular that made this process all the more stressful, no eye contact made, no sympathy, just give us the money or lose your luggage, just complain on the website, they said. And to make matters worse, many of the late passengers were let off, and we were told there was a difference in the size of the bag, there most certainly was not.
This complete farce had everyone boarding the flight staring over at the guards as they had to deal with all of the complaints, thus giving a bad name to Easyjet and the baggage handling company ISS. Other members of the public offered their support to us, and the whole process was just an utter scam, and tarnished my holiday away in Vienna.
It was not just the 50 Euro charge, which is a disgrace, but the pure lack of customer service we all received that night. It really was a joke, and left many people questioning the quality of service and pure respect that your staff was offering.
I anticipate you will receive many more complaints regarding this issue, not just from this flight but plenty of others too if this is your normal practice.
Regards,
Leon
Hi Justin,
Thank you for coming in on this and sharing your experience.
I have gone back and forth with 'Easy Jet Complaints' department.. Every response came after 10-15 days, and each time it was escalated I got the same response.
I too fly regularly with Easy Jet. But it was the pure arrogance and lack of customer service I received that really sticks with me. The completely unfair and unjust fine of £60 was the icing on the cake.
Let me know how you get on with your complaint. I would be interested to see if you receive the compensation and respect you and your wife deserve. The response from 'Austria' is a joke!
Kind Regards,
Leon
I am writing to voice my absolute disgust and anger at my treatment on my flight (EZY5360) from Vienna to London (Gatwick) on the evening of Monday 19th November- 20.50pm.
My passage through security and the gate in London went smoothly, no complications, and my hand luggage was checked and fit into your baggage gauge fine, with the guards stating that it was absolutely fine. However, on my return flight in Vienna, I was told my luggage did not fit your requirements as there was a slight tilt when placing my luggage into your gauge. This was a completely different sequence of events to what I had experienced in London, and your staffs handling of this issue was very, very poor. They were very rude and dismissive of any queries I and many other passengers had.
This caused major upset to a number of passengers, with at least 6 bags having the same problem. Our treatment was very unprofessional and we were simply told to pay 50 Euros or our luggage stays in Vienna. The whole atmosphere in the gate was of pure outrage and panic, especially people coming through the gate late. Despite having our luggage clearly fit through your gauge, we were simply told that it is policy to charge us if we have to tilt the bag, no compromises given. But it was the pure dismissive attitude of two members of staff in particular that made this process all the more stressful, no eye contact made, no sympathy, just give us the money or lose your luggage, just complain on the website, they said. And to make matters worse, many of the late passengers were let off, and we were told there was a difference in the size of the bag, there most certainly was not.
This complete farce had everyone boarding the flight staring over at the guards as they had to deal with all of the complaints, thus giving a bad name to Easyjet and the baggage handling company ISS. Other members of the public offered their support to us, and the whole process was just an utter scam, and tarnished my holiday away in Vienna.
It was not just the 50 Euro charge, which is a disgrace, but the pure lack of customer service we all received that night. It really was a joke, and left many people questioning the quality of service and pure respect that your staff was offering.
I anticipate you will receive many more complaints regarding this issue, not just from this flight but plenty of others too if this is your normal practice.
Regards,
Leon
We had the same issue last night see my complaint to ISS EasyJet and Watchdog, I will infor the police in both countries
Booking reference EKSGBM8
Return Flight Details
Vienna to London Gatwick (South Terminal)
Dep 18 February 2013 20:50
Arr 18 February 2013 22:15
Flight 5360
Check in opens 18 February 2013 18:50
Check in closes 18 February 2013 20:10
Seat Numbers 18 E and f
Dear All
I am writing to voice my absolute disgust and anger at our treatment on your flight (EZY5360) from Vienna to London (Gatwick) on the evening of Monday 18th February- 20.50pm.
Our passage through security and the gate in London went smoothly, no complications, and our hand luggage was checked and fitted into your baggage gauge fine.
However, on our return flight from Vienna, I was held up in security scanning, and my wife ended up some thirty seconds ahead of me. As I entered the departure lounge a discussion had developed between my wife and the ISS man, he then proceeded to take a boarding pass from her.
My wife was told her luggage did not fit your requirements; I explained that the cradle must be smaller as it had fitted in London and I had been careful to measure the case, from your printed T&C, before we left home. He dismissed this and said it was oversized and thus we would not be flying! I asked him to show me that the case did not fit, he refused stating it was his decision and we had to pay 50 Euros or stay in Vienna. Knowing that our case was in fact the correct size, my wife went to insert the case into the cradle to show the ISS man it fitted, he grabbed her arm tilted the case at almost a 45 degree angle and shouted see it does not fit.
I asked for the manager to be called, he refused, I asked for the police to be called he refused. The ISS attendant then continued to dismiss any acknowledgement of my presence even though as far as I was concerned he had physically assaulted my wife.
In the end another ISS man turned up who would not even talk to anyone and just stood there.
This was a completely different sequence of events to what I had experienced in London, and ISS handling of this issue was confrontational.
This caused major upset to a large number of passengers, with at least 8 further bags having the same problem.
In one instance the bag was so much smaller than the sizing cradle, the ISS man had to swing it from side to side to make it hit the frame work, he then said it did not fit!, it was 20% smaller than your cradle. Our treatment was very unprofessional and we were simply told to pay 50 Euros or us and our luggage stays in Vienna and if we continued we would not fly!
The whole atmosphere at the gate was of pure outrage and panic, especially people coming through the gate late.
But it was the dismissive, rude, confrontational, abusive both (physically and mentally ) attitude of this one individual that made this process all the more stressful. He made no eye contact, showed no sympathy
This complete farce had everyone boarding the flight in a less than happy mood, thus giving a bad name to Easy Jet and the baggage handling company ISS.
My wife demonstrated to another passenger how our bag fitted, whilst the ISS man was dealing with another woman, my wife showed him the case in the cradle and asked that he return our boarding pass.
Other members of the public offered their support to us and others, and the whole process was just an utter scam, and tarnished our holiday away in Vienna
The ISS staff then stood and smirked at the people walking through the gate to board the flight. Then to cap it all he assaulted an 18 year old girl by grabbing her around the throat, three other passages had to get involved and the police were called, all because of a book she had in her hand and the fact that she appeared to be wearing two coats. The ISS man left her inconsolable, shaking and very tearful, with other female passengers grouping together to protect her.
At least ten people asked the ISS man to identify himself us included, he wore his security name bag the wrong way round so no one could identify him, he demanded money for his name. After his continued refusal one passenger took a photo of him only for him to get the police to ask for it to be deleted.
The only documented proof of who he was obtained by us by taking a photo of a fellow passengers oversized luggage receipt see below and a number given by them 0205392 which is apparently some ID number relating to him?
On boarding the plane I immediately reported to the Captain of the aircraft that the ISS staff had created a situation that could put the Easy Jet cabin crew at risk; she reported to the ground crew her fears.
The Easy Jet cabin manager took statements from people and said she would report the matter on her return to work ( I hope she does )
I sat down with my wife clearly distressed and upset trying to work out how this could happen, the gentleman next to us (seat 18D) stated the he fly’s the same journey at least twice a month and has had the same problem as had numerous other passengers on several previous flights.
On my return to the UK I googled ISS Easy jet Vienna complaints and found the following complaint on line copied below under history
Easyjet — luggage/customer service complaint
This is clearly not a one off incident.
History
I am writing to voice my absolute disgust and anger at my treatment on my flight (EZY5360) from Vienna to London (Gatwick) on the evening of Monday 19th November- 20.50pm.
My passage through security and the gate in London went smoothly, no complications, and my hand luggage was checked and fit into your baggage gauge fine, with the guards stating that it was absolutely fine. However, on my return flight in Vienna, I was told my luggage did not fit your requirements as there was a slight tilt when placing my luggage into your gauge. This was a completely different sequence of events to what I had experienced in London, and your staffs handling of this issue was very, very poor. They were very rude and dismissive of any queries I and many other passengers had.
This caused major upset to a number of passengers, with at least 6 bags having the same problem. Our treatment was very unprofessional and we were simply told to pay 50 Euros or our luggage stays in Vienna. The whole atmosphere in the gate was of pure outrage and panic, especially people coming through the gate late. Despite having our luggage clearly fit through your gauge, we were simply told that it is policy to charge us if we have to tilt the bag, no compromises given. But it was the pure dismissive attitude of two members of staff in particular that made this process all the more stressful, no eye contact made, no sympathy, just give us the money or lose your luggage, just complain on the website, they said. And to make matters worse, many of the late passengers were let off, and we were told there was a difference in the size of the bag, there most certainly was not.
This complete farce had everyone boarding the flight staring over at the guards as they had to deal with all of the complaints, thus giving a bad name to Easy Jet and the baggage handling company ISS. Other members of the public offered their support to us, and the whole process was just an utter scam, and tarnished my holiday away in Vienna.
It was not just the 50 Euro charge, which is a disgrace, but the pure lack of customer service we all received that night. It really was a joke, and left many people questioning the quality of service and pure respect that your staff was offering.
I anticipate you will receive many more complaints regarding this issue, not just from this flight but plenty of others too if this is your normal practice.
Regards,
Leon (previous Easy Jet customer Complaint)
The ISS Man is abusing not only his authority, but the EasyJet customers, and my wife.
I WANT THIS SITUATION TO BE TAKEN TO THE HIGEST LEVEL
The ISS man is defrauding passengers by gaining monies by intimidation and deception
The ISS man is rude confrontational, and abusive in his tone and actions.
I WILL FORWARD THIS TO THE Austrian Police and UK Police should this not be taken seriously; I am prepared to return to Vienna with legal representation to take this matter further should this be required.
I also hold EasyJet equally responsible
I would appreciate a full written response within 21 days of the date of this letter before I progress the matter further without further notice.
Regards Justin Earl
Dear all,
I just read through your complaints above and I also want to mentions hear few words that I'm also a EasyJet frequent travel from Vienna to London Gatwick and I really appreciate one staff member work at the EasyJet Vienna station, who I saw mostly checked handbags at the gate how professionaly, he tackle the whole situation at the gate and deal with passenger and really I wanna offer this boy a job to work for my company and one advice for all above complainants, please this is not a staff fault if you come with more then one pieces or with big sized bags and the staff just do their duty at the gate .. and what I saw many times at the gate he do his job honestly ... Please before blaming other be change urself, i think this will be good for all of yours future travel ...
Thanks and regards,
Positive comments are welcome, especially aftert the complaint was acknowledged by ISS Ground Services Today and they are investigating this fully today, so I sure your reply to this is pure coincidence!
I'm sure there are some fantastic staff in Vienna, but I can assure the one I'm talking about was not!.
I travel all throughout Europe frequently, I own several companies, If this ISS member of staff work in my organisation he been suspend, investigated and from what I witnessed dismissed for Gross misconduct.
He then would of been handed to the police for prosecution for assault and obtaining monies by deception
Regards Justin
Now that is a coincidence!
My written complaint set direct to ISS was acknowledge 4 hours ago, they agreed to investigate this fully by the morning.
For two months the original starting email on this forum has had no replies.
Then 4 hours after the complaint has been acknowledged, , a new user account is set up location... Austria, by a frequent flyer who says that one Boy is brilliant and he would give him a job, well Mr Frequent flyer, this boy should be seeking new employment so maybe he will look you up!
However you clearly were not there on Monday night... Unless you are his college?.
That aside some bags were oversized and should of been charged for, but not ours, his attitude was criminal.
Not all people are as rude as obnoxious as devious and deceptions as he was.
witnesses to the events are complaining to EasyJet direct so I'm sure time will prove his guilt, As will the records being submitted by EasyJet cabin manager after taking witness statements on board the plane.
It's a shame, I have flow for twenty years around Europe for work. In the last five years EasyJet has been the best budget airline I have used. I would estimate I use them six to eight times a month, never have I had cause to complain, never have I felt so venerable to one person who would not listen or be show the true fact ( our case fitted was within the size allowed!
Regards Justin
Hello,
Its really interesting to read these complaints as there seems to be a running theme here.
Ive had the exact same thing happen to me on the same flight. i have since checked my bag, and it is well within the limits stated on the easy jet website, but for some reason I was charged to put it in the hold when flying from Vienna to Gatwick. The staff member who dealt with me was rude and arrogant and threatened to have me off loaded if i continued to ask questions. I have since emailed customer services at Easyjet and have got a copy and paste response.
Although my experience was not as traumatic as yours Justin, it was still very distressing and upsetting to me. This is experience and reading the above complaints has made me really think twice about flying Easyjet again.
Dani
I have remove ISS MD's email and Mobile number but they are available should others in the same situation require them, just ask
Dear David
I have thought long and hard about your replies and if all you say is true, then Your staff may well of changed how they approach customers, which is a good thing!.
However
Whilst returning from my business trip on Tuesday 26th February from Hamburg to Gatwick, I questioned some passages in the lounge queue about previous trips and destinations and Airport staff.
The passengers were in fact Easy Jet crew, I asked if they had any complaints about any European Airports, they ask which Airport,
I asked if Vienna had been an issue, to my surprise they had only heard of one airport with CONTINUOS complaints, this Airport was Vienna, by all accounts and the Easy Jets own staffs words Vienna is notorious (I will give you other description's should you fail to understand the language), infamous, renowned, well known for charging 50 euros for baggage even when customers insist that it fits!? I would like Easy jet and you to comment on this!
He told of one story of One person with six children all being told they could not fly, and of how there bags did not fit the cradle even though they fitted in the UK. ( preying on vunerable people yet again )
I suggest your investigation is flawed, I suggest that you need to review your staffs training in customer handling.
I know there have been complaints from others, Easy Jet has had previous complaints and your standard reply is offensive in it's dismissive nature.
May I also add that I asked two members of DSH staff (airport handlers) at Hamburg airport if I had a complaint would they freely give me there name and number.
The woman said she would only give me her ID number, if she felt in anyway threatened, her supervisor stated that all staff have to give a passenger there number and there first name at the very least, the passenger has the right for the police to be called at any time if they so wish if the attendant refuses to give full details, and the attendant must do so!.
What next, If you can not or will not research this further, then I think Easy Jet as they contract you for airport service need to take this further, I will be keeping the BBC's Watchdog researchers updated.
I also request the Airports Owners contact details for a formal complaint to be forwarded to them.
I will hold ISS and Easy jet to account for there treatment of me and my wife.
Justin Earl
Portico Security Group Ltd
Came Automation Ltd
Portcullis Gate Automation Ltd
Green Mountain Technologies LLP
On 26 Feb 2013, at 09:52, "Hiersche, David" wrote:
Dear Mr Earl,
as you suggested I sent an “undercover staff” to get an overview of the procedures last week and in addition to that I joint myself the operation last night.
At the operation last night I had a conversation with an EZY-Frequenttraveller who kept an eye on the situation at that day and assured me that my staff acted the way they should.
Regarding the ID cards, he refused to turn - we deal with ID numbers, caused by the fact, that Handling agents were attack by passengers at the boarding and after a flight at the airport.
I am sorry, for the inconvenience you had, but my staff acted the way they should, according to all the guidelines of EZY,
Best Regards,
David Hiersche
Mag.(FH) David Hiersche - Managing Director - Ground Services
ISS Ground Services GmbH - Objekt 990 - 1300 Wien-Flughafen - Austria
Phone: +43 5 7400-- Fax: +[protected] - Web: http://www.issworld.at
UID: ATU42164607 DVR: 1005294 FN 148054b beim HG Wien Sitz:Wien
Information in this e-mail and any attachments is confidential and is intended solely for the use of the intended recipient. If you are not the intended recipient, disclosure, dissemination or use of the contents of the e-mail is prohibited. Please delete the e- mail including any attachments and notify the sender that you have received the e-mail by mistake.
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Von: Justin Earl [mailto
Gesendet: Sonntag, 24. Februar 2013 20:36
An: Hiersche, David
Cc: Khyati.Krishnamoorthy@easyjet.com
Betreff: Re: AW: Update to compliant please
Dear Mr Hiersche
You clearly did not read my letter in full, or you simply did not understand it.
Your employee stopped my wife, the bag was pink the same pink bag in the photos "fact"
Your employee put the bag into the cradle at an angle thus stopping it from fitting "fact"
My wife tried to put the bag in the cradle to prove it fitted "fact"
Your operative pushed my wife's arm away "fact"
I asked for a manager to be called, he stated no one else would come "fact"
I asked for his name, he refused "fact"
I asked for him to turn his id badge around he refused "fact"
I told him I would not pay as the bag fitted "fact"
I asked him to try it again with me there, he refused "fact"
My letter explained the only ID, we could get was a receipt from an over sized luggage passenger not ours "fact" Did you read my letter in full?
I never said he charged us "fact"
Your agent and your staff are lying "fact"
The only truth here in YOUR reply from your staff, is that I did tell the agent I would get him sacked "fact" why, because after everything we went through and how rude he was, he then smirked and laughed at me and my wife as we went passed him to the plane!
I was so enraged by his behaviour, I complained to the Pilot "fact"
I photoed my wife's bag at gatwick, do you believe I would at 23:00 hrs photo someone else's bag!
I will be asking Easy-jet to forward all complaints surrounding Vienna to Gatwick airport over the last six month's, why because others on the flight where going to complain and had previously complained. I expected more from a worldwide company than this.
Review your reply and have the decency to give a factual and truthful response.
Unfortunately, I do not consider this case finished, as bullying, intimidation and gaining monies by deception is not welcome in this modern world!.
I would also like to know how you have witnesses to my wife's arm being pushed as it happened whilst there was only the young blonde hair man checking boarding passes and the Asian ISS man who did it!.
I would suggest you send secret undercover staff into this area when this man is working, because rest assure, I will be filming your airport staff over the next few months, every time I go through, I will not forward any information to your company but to the press for them to expose the goings on...
The forum on the internet was not started by me, I came home so enraged by the way in which your staff prayed on vulnerable people and us, that I looked up a google search to see if others had experienced the same lack of human respect from Vienna airport!.
Please reply or call, I am flying to German tomorrow, I will give you 48 hours to consider the content and validity of your reply to me today, if I do not receive a reply or the chance for us to discuss this in person, I will take this matter further and without notice to ISS.
Regards
Justin Earl
Portico Security Group Ltd
Came Automation Ltd
Portcullis Gate Automation Ltd
Green Mountain Technologies LLP
On 24 Feb 2013, at 15:10, "Hiersche, David" wrote:
Dear Sir,
I received all the necessary information I needed to get an overview of that situation. In addition I received your complaint forwarded by easyjet with your request to suspend the staff agent. After having read all the statements and having a meeting with my staff there are several things to say:
- you did not pay any fee for your hand luggage!
- you threatened my employee while leaving the gate, that he will get fired after your complaint
- the receipt you took a photo of, was not your receipt, it was from someone else
- the handbag you took a photo of, was not your handbag
All of my employees told me, that the person you are complaining about, never touched or grabbed someone, not your wife nor a young female.
I am taking complaints very serious, an wherever necessary changes will be done, employees will be reprimand or even suspended, but only based on facts which have to be 100% reproducible.
Under these circumstances, your comments are different to the statements of my staff, and saying that we never got a similar complain, I will not suspend that agent from duty.
Referring back on your concerns, we will keep them in mind and change procedures where necessary.
Best regards
David Hiersche
Mag.(FH) David Hiersche - Managing Director - Ground Services
ISS Ground Services GmbH - Objekt 990 - 1300 Wien-Flughafen - Austria
Phone: +[protected] - - Fax: +[protected] - Web: http://www.issworld.at
UID: ATU42164607 DVR: 1005294 FN 148054b beim HG Wien Sitz:Wien
Information in this e-mail and any attachments is confidential and is intended solely for the use of the intended recipient. If you are not the intended recipient, disclosure, dissemination or use of the contents of the e-mail is prohibited. Please delete the e- mail including any attachments and notify the sender that you have received the e-mail by mistake.
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Von: Justin [mailto:j.s.earl@btinternet.com]
Gesendet: Samstag, 23. Februar 2013 19:39
An: Hiersche, David
Betreff: Update to compliant please
David
I was hoping to have an update on your findings.
I have sent a couple of updates including a PDF of what started the whole episode.
Could you update please
Justin Earl
Came Automation Ltd
Green Mountain Technologies LLP
Portico Security Group Ltd
Portcullis Gate Automation Ltd
On 20 Feb 2013, at 18:45, "Hiersche, David" wrote:
Dear Mr. Earl,
I am sorry, for the inconvenience you had at the flight from VIE to LGW caused by the explained issue in your e-mail and on the internet platform.
Tomorrow, I will have a personal meeting with these employees and in case they acted the way you explained they will have to face consequences. I do not accept, that my agents seem to be reluctant to discuss issues with passengers or act in an unprofessional way. I am apologizing for the behavior of my employees an promise that this never happens again.
Best Regards,
David Hiersche
Mag.(FH) David Hiersche - Managing Director - Ground Services
ISS Ground Services GmbH - Objekt 990 - 1300 Wien-Flughafen - Austria
Phone: +[protected] - Fax: +[protected] - Web: http://www.issworld.at
UID: ATU42164607 DVR: 1005294 FN 148054b beim HG Wien Sitz:Wien
Information in this e-mail and any attachments is confidential and is intended solely for the use of the intended recipient. If you are not the intended recipient, disclosure, dissemination or use of the contents of the e-mail is prohibited. Please delete the e- mail including any attachments and notify the sender that you have received the e-mail by mistake.
For other important information concerning this e-mail please click www.issworld.com/disclaimer
P Please consider the environment before printing this e-mail.
Correspondence with ISS Managing Director Ground Services Vienna
Dear David
I have thought long and hard about your replies and if all you say is true, then Your staff may well of changed how they approach customers, which is a good thing!.
However
Whilst returning from my business trip on Tuesday 26th February from Hamburg to Gatwick, I questioned some passages in the lounge queue about previous trips and destinations and Airport staff.
The passengers were in fact Easy Jet crew, I asked if they had any complaints about any European Airports, they ask which Airport,
I asked if Vienna had been an issue, to my surprise they had only heard of one airport with CONTINUOS complaints, this Airport was Vienna, by all accounts and the Easy Jets own staffs words Vienna is notorious (I will give you other description's should you fail to understand the language), infamous, renowned, well known for charging 50 euros for baggage even when customers insist that it fits!? I would like Easy jet and you to comment on this!
He told of one story of One person with six children all being told they could not fly, and of how their bags did not fit the cradle even though they fitted in the UK. (preying on vulnerable people yet again )
I suggest your investigation is flawed, I suggest that you need to review your staffs training in customer handling.
I know there have been complaints from others, Easy Jet has had previous complaints and your standard reply is offensive in it's dismissive nature.
May I also add that I asked two members of DSH staff (airport handlers) at Hamburg airport if I had a complaint would they freely give me there name and number.
The woman said she would only give me her ID number, if she felt in anyway threatened, her supervisor stated that all staff have to give a passenger there number and there first name at the very least, the passenger has the right for the police to be called at any time if they so wish if the attendant refuses to give full details, and the attendant must do so!.
What next, If you can not or will not research this further, then I think Easy Jet as they contract you for airport service need to take this further, I will be keeping the BBC's Watchdog researchers updated.
I also request the Airports Owners contact details for a formal complaint to be forwarded to them.
I will hold ISS and Easy jet to account for their treatment of me and my wife.
Justin Earl
Portico Security Group Ltd
Came Automation Ltd
Portcullis Gate Automation Ltd
Green Mountain Technologies LLP
On 26 Feb 2013, at 09:52, "Hiersche, David" wrote:
Dear Mr Earl,
as you suggested I sent an “undercover staff” to get an overview of the procedures last week and in addition to that I joint myself the operation last night.
At the operation last night I had a conversation with an EZY-Frequenttraveller who kept an eye on the situation at that day and assured me that my staff acted the way they should.
Regarding the ID cards, he refused to turn - we deal with ID numbers, caused by the fact, that Handling agents were attack by passengers at the boarding and after a flight at the airport.
I am sorry, for the inconvenience you had, but my staff acted the way they should, according to all the guidelines of EZY,
Best Regards,
David Hiersche
Von: Justin Earl [mailto:j.s.earl@btinternet.com]
Gesendet: Sonntag, 24. Februar 2013 20:36
An: Hiersche, David
Cc: Khyati.Krishnamoorthy@easyjet.com
Betreff: Re: AW: Update to compliant please
Dear Mr Hiersche
You clearly did not read my letter in full, or you simply did not understand it.
Your employee stopped my wife, the bag was pink the same pink bag in the photos "fact"
Your employee put the bag into the cradle at an angle thus stopping it from fitting "fact"
My wife tried to put the bag in the cradle to prove it fitted "fact"
Your operative pushed my wife's arm away "fact"
I asked for a manager to be called, he stated no one else would come "fact"
I asked for his name, he refused "fact"
I asked for him to turn his id badge around he refused "fact"
I told him I would not pay as the bag fitted "fact"
I asked him to try it again with me there, he refused "fact"
My letter explained the only ID, we could get was a receipt from an oversized luggage passenger not ours "fact" Did you read my letter in full?
I never said he charged us "fact"
Your agent and your staff are lying "fact"
The only truth here in YOUR reply from your staff, is that I did tell the agent I would get him sacked "fact" why, because after everything we went through and how rude he was, he then smirked and laughed at me and my wife as we went passed him to the plane!
I was so enraged by his behaviour, I complained to the Pilot "fact"
I photo’d my wife's bag at Gatwick, do you believe I would at 23:00 hrs photo someone else's bag!
I will be asking Easy-jet to forward all complaints surrounding Vienna to Gatwick airport over the last six months, why because others on the flight where going to complain and had previously complained. I expected more from a worldwide company than this.
Review your reply and have the decency to give a factual and truthful response.
Unfortunately, I do not consider this case finished, as bullying, intimidation and gaining monies by deception is not welcome in this modern world!.
I would also like to know how you have witnesses to my wife's arm being pushed as it happened whilst there was only the young blonde hair man checking boarding passes and the Asian ISS man who did it!.
I would suggest you send secret undercover staff into this area when this man is working, because rest assure, I will be filming your airport staff over the next few months, every time I go through, I will not forward any information to your company but to the press for them to expose the goings on...
The forum on the internet was not started by me, I came home so enraged by the way in which your staff prayed on vulnerable people and us, that I looked up a Google search to see if others had experienced the same lack of human respect from Vienna airport!.
Please reply or call, I am flying to German tomorrow, I will give you 48 hours to consider the content and validity of your reply to me today, if I do not receive a reply or the chance for us to discuss this in person, I will take this matter further and without notice to ISS.
Regards
Justin Earl
Portico Security Group Ltd
Came Automation Ltd
Portcullis Gate Automation Ltd
Green Mountain Technologies LLP
On 24 Feb 2013, at 15:10, "Hiersche, David" wrote:
Dear Sir,
I received all the necessary information I needed to get an overview of that situation. In addition I received your complaint forwarded by easyjet with your request to suspend the staff agent. After having read all the statements and having a meeting with my staff there are several things to say:
- you did not pay any fee for your hand luggage!
- you threatened my employee while leaving the gate, that he will get fired after your complaint
- the receipt you took a photo of, was not your receipt, it was from someone else
- the handbag you took a photo of, was not your handbag
All of my employees told me, that the person you are complaining about, never touched or grabbed someone, not your wife nor a young female.
I am taking complaints very serious, an wherever necessary changes will be done, employees will be reprimand or even suspended, but only based on facts which have to be 100% reproducible.
Under these circumstances, your comments are different to the statements of my staff, and saying that we never got a similar complain, I will not suspend that agent from duty.
Referring back on your concerns, we will keep them in mind and change procedures where necessary.
Best regards
David Hiersche
Von: Justin [mailto:j.s.earl@btinternet.com]
Gesendet: Samstag, 23. Februar 2013 19:39
An: Hiersche, David
Betreff: Update to compliant please
David
I was hoping to have an update on your findings.
I have sent a couple of updates including a PDF of what started the whole episode.
Could you update please
Justin Earl
Came Automation Ltd
Green Mountain Technologies LLP
Portico Security Group Ltd
Portcullis Gate Automation Ltd
On 20 Feb 2013, at 18:45, "Hiersche, David" wrote:
Dear Mr. Earl,
I am sorry, for the inconvenience you had at the flight from VIE to LGW caused by the explained issue in your e-mail and on the internet platform.
Tomorrow, I will have a personal meeting with these employees and in case they acted the way you explained they will have to face consequences. I do not accept, that my agents seem to be reluctant to discuss issues with passengers or act in an unprofessional way. I am apologizing for the behavior of my employees an promise that this never happens again.
Best Regards,
David Hiersche
This is what he was doing
Dear David
I have thought long and hard about your replies and if all you say is true, then Your staff may well of changed how they approach customers, which is a good thing!.
However
Whilst returning from my business trip on Tuesday 26th February from Hamburg to Gatwick, I questioned some passages in the lounge queue about previous trips and destinations and Airport staff.
The passengers were in fact Easy Jet crew, I asked if they had any complaints about any European Airports, they ask which Airport,
I asked if Vienna had been an issue, to my surprise they had only heard of one airport with CONTINUOUS complaints, this Airport was Vienna, by all accounts and the Easy Jets own staffs words Vienna is notorious (I will give you other description's should you fail to understand the language), infamous, renowned, well known for charging 50 euros for baggage even when customers insist that it fits!? I would like Easy jet and you to comment on this!
He told of one story of One person with six children all being told they could not fly, and of how there bags did not fit the cradle even though they fitted in the UK. ( preying on vulnerable people yet again )
I suggest your investigation is flawed, I suggest that you need to review your staffs training in customer handling.
I know there have been complaints from others, Easy Jet has had previous complaints and your standard reply is offensive in it's dismissive nature.
May I also add that I asked two members of DSH staff (airport handlers) at Hamburg airport if I had a complaint would they freely give me there name and number.
The woman said she would only give me her ID number, if she felt in anyway threatened, her supervisor stated that all staff have to give a passenger there number and there first name at the very least, the passenger has the right for the police to be called at any time if they so wish if the attendant refuses to give full details, and the attendant must do so!.
What next, If you can not or will not research this further, then I think Easy Jet as they contract you for airport service need to take this further, I will be keeping the BBC's Watchdog researchers updated.
I also request the Airports Owners contact details for a formal complaint to be forwarded to them.
I will hold ISS and Easy jet to account for there treatment of me and my wife.
Justin Earl
On 26 Feb 2013, at 09:52, "Hiersche, David" wrote:
Dear Mr Earl,
as you suggested I sent an “undercover staff” to get an overview of the procedures last week and in addition to that I joint myself the operation last night.
At the operation last night I had a conversation with an EZY-Frequenttraveller who kept an eye on the situation at that day and assured me that my staff acted the way they should.
Regarding the ID cards, he refused to turn - we deal with ID numbers, caused by the fact, that Handling agents were attack by passengers at the boarding and after a flight at the airport.
I am sorry, for the inconvenience you had, but my staff acted the way they should, according to all the guidelines of EZY,
Best Regards,
David Hiersche
Mag.(FH) David Hiersche - Managing Director - Ground Services
ISS Ground Services GmbH - Objekt 990 - 1300 Wien-Flughafen - Austria
Phone: +[protected] - Mobile: +[protected] - Fax: +[protected] - Web: http://www.issworld.at
UID: ATU42164607 DVR: 1005294 FN 148054b beim HG Wien Sitz:Wien
Von: Justin Earl [mailto:j.s.earl@btinternet.com]
Gesendet: Sonntag, 24. Februar 2013 20:36
An: Hiersche, David
Cc: Khyati.Krishnamoorthy@easyjet.com
Betreff: Re: AW: Update to compliant please
Dear Mr Hiersche
You clearly did not read my letter in full, or you simply did not understand it.
Your employee stopped my wife, the bag was pink the same pink bag in the photos "fact"
Your employee put the bag into the cradle at an angle thus stopping it from fitting "fact"
My wife tried to put the bag in the cradle to prove it fitted "fact"
Your operative pushed my wife's arm away "fact"
I asked for a manager to be called, he stated no one else would come "fact"
I asked for his name, he refused "fact"
I asked for him to turn his id badge around he refused "fact"
I told him I would not pay as the bag fitted "fact"
I asked him to try it again with me there, he refused "fact"
My letter explained the only ID, we could get was a receipt from an over sized luggage passenger not ours "fact" Did you read my letter in full?
I never said he charged us "fact"
Your agent and your staff are lying "fact"
The only truth here in YOUR reply from your staff, is that I did tell the agent I would get him sacked "fact" why, because after everything we went through and how rude he was, he then smirked and laughed at me and my wife as we went passed him to the plane!
I was so enraged by his behaviour, I complained to the Pilot "fact"
I photoed my wife's bag at gatwick, do you believe I would at 23:00 hrs photo someone else's bag!
I will be asking Easy-jet to forward all complaints surrounding Vienna to Gatwick airport over the last six month's, why because others on the flight where going to complain and had previously complained. I expected more from a worldwide company than this.
Review your reply and have the decency to give a factual and truthful response.
Unfortunately, I do not consider this case finished, as bullying, intimidation and gaining monies by deception is not welcome in this modern world!.
I would also like to know how you have witnesses to my wife's arm being pushed as it happened whilst there was only the young blonde hair man checking boarding passes and the Asian ISS man who did it!.
I would suggest you send secret undercover staff into this area when this man is working, because rest assure, I will be filming your airport staff over the next few months, every time I go through, I will not forward any information to your company but to the press for them to expose the goings on...
The forum on the internet was not started by me, I came home so enraged by the way in which your staff prayed on vulnerable people and us, that I looked up a google search to see if others had experienced the same lack of human respect from Vienna airport!.
Please reply or call, I am flying to German tomorrow, I will give you 48 hours to consider the content and validity of your reply to me today, if I do not receive a reply or the chance for us to discuss this in person, I will take this matter further and without notice to ISS.
Regards
Justin Earl
On 24 Feb 2013, at 15:10, "Hiersche, David" wrote:
Dear Sir,
I received all the necessary information I needed to get an overview of that situation. In addition I received your complaint forwarded by easyjet with your request to suspend the staff agent. After having read all the statements and having a meeting with my staff there are several things to say:
- you did not pay any fee for your hand luggage!
- you threatened my employee while leaving the gate, that he will get fired after your complaint
- the receipt you took a photo of, was not your receipt, it was from someone else
- the handbag you took a photo of, was not your handbag
All of my employees told me, that the person you are complaining about, never touched or grabbed someone, not your wife nor a young female.
I am taking complaints very serious, an wherever necessary changes will be done, employees will be reprimand or even suspended, but only based on facts which have to be 100% reproducible.
Under these circumstances, your comments are different to the statements of my staff, and saying that we never got a similar complain, I will not suspend that agent from duty.
Referring back on your concerns, we will keep them in mind and change procedures where necessary.
Best regards
David Hiersche
Von: Justin [mailto:j.s.earl@btinternet.com]
Gesendet: Samstag, 23. Februar 2013 19:39
An: Hiersche, David
Betreff: Update to compliant please
David
I was hoping to have an update on your findings.
I have sent a couple of updates including a PDF of what started the whole episode.
Could you update please
Justin Earl
On 20 Feb 2013, at 18:45, "Hiersche, David" wrote:
Dear Mr. Earl,
I am sorry, for the inconvenience you had at the flight from VIE to LGW caused by the explained issue in your e-mail and on the internet platform.
Tomorrow, I will have a personal meeting with these employees and in case they acted the way you explained they will have to face consequences. I do not accept, that my agents seem to be reluctant to discuss issues with passengers or act in an unprofessional way. I am apologizing for the behavior of my employees an promise that this never happens again.
Best Regards,
David Hiersche
On 20 Feb 2013, at 18:45, "Hiersche, David" wrote:
Dear Mr. Earl,
I am sorry, for the inconvenience you had at the flight from VIE to LGW caused by the explained issue in your e-mail and on the internet platform.
Tomorrow, I will have a personal meeting with these employees and in case they acted the way you explained they will have to face consequences. I do not accept, that my agents seem to be reluctant to discuss issues with passengers or act in an unprofessional way. I am apologizing for the behavior of my employees an promise that this never happens again.
Best Regards,
David Hiersche
David
I was hoping to have an update on your findings.
I have sent a couple of updates including a PDF of what started the whole episode.
Could you update please
Justin Earl
Came Automation Ltd
Green Mountain Technologies LLP
Portico Security Group Ltd
Portcullis Gate Automation Ltd
On 24 Feb 2013, at 15:10, "Hiersche, David" wrote:
Dear Sir,
I received all the necessary information I needed to get an overview of that situation. In addition I received your complaint forwarded by easyjet with your request to suspend the staff agent. After having read all the statements and having a meeting with my staff there are several things to say:
- you did not pay any fee for your hand luggage!
- you threatened my employee while leaving the gate, that he will get fired after your complaint
- the receipt you took a photo of, was not your receipt, it was from someone else
- the handbag you took a photo of, was not your handbag
All of my employees told me, that the person you are complaining about, never touched or grabbed someone, not your wife nor a young female.
I am taking complaints very serious, an wherever necessary changes will be done, employees will be reprimand or even suspended, but only based on facts which have to be 100% reproducible.
Under these circumstances, your comments are different to the statements of my staff, and saying that we never got a similar complain, I will not suspend that agent from duty.
Referring back on your concerns, we will keep them in mind and change procedures where necessary.
Best regards
David Hiersche
I have copied replys to date, I have out of courtesy removed ISS MD's mobile number and email address however should they be needed just contact me via on of the company names I list.
Dear David
I have thought long and hard about your replies and if all you say is true, then Your staff may well of changed how they approach customers, which is a good thing!.
However
Whilst returning from my business trip on Tuesday 26th February from Hamburg to Gatwick, I questioned some passages in the lounge queue about previous trips and destinations and Airport staff.
The passengers were in fact Easy Jet crew, I asked if they had any complaints about any European Airports, they ask which Airport,
I asked if Vienna had been an issue, to my surprise they had only heard of one airport with CONTINUOS complaints, this Airport was Vienna, by all accounts and the Easy Jets own staffs words Vienna is notorious (I will give you other description's should you fail to understand the language), infamous, renowned, well known for charging 50 euros for baggage even when customers insist that it fits!? I would like Easy jet and you to comment on this!
He told of one story of One person with six children all being told they could not fly, and of how there bags did not fit the cradle even though they fitted in the UK. ( preying on vunerable people yet again )
I suggest your investigation is flawed, I suggest that you need to review your staffs training in customer handling.
I know there have been complaints from others, Easy Jet has had previous complaints and your standard reply is offensive in it's dismissive nature.
May I also add that I asked two members of DSH staff (airport handlers) at Hamburg airport if I had a complaint would they freely give me there name and number.
The woman said she would only give me her ID number, if she felt in anyway threatened, her supervisor stated that all staff have to give a passenger there number and there first name at the very least, the passenger has the right for the police to be called at any time if they so wish if the attendant refuses to give full details, and the attendant must do so!.
What next, If you can not or will not research this further, then I think Easy Jet as they contract you for airport service need to take this further, I will be keeping the BBC's Watchdog researchers updated.
I also request the Airports Owners contact details for a formal complaint to be forwarded to them.
I will hold ISS and Easy jet to account for there treatment of me and my wife.
Justin Earl
Portico Security Group Ltd
Came Automation Ltd
Portcullis Gate Automation Ltd
Green Mountain Technologies LLP
On 26 Feb 2013, at 09:52, "Hiersche, David" wrote:
Dear Mr Earl,
as you suggested I sent an “undercover staff” to get an overview of the procedures last week and in addition to that I joint myself the operation last night.
At the operation last night I had a conversation with an EZY-Frequenttraveller who kept an eye on the situation at that day and assured me that my staff acted the way they should.
Regarding the ID cards, he refused to turn - we deal with ID numbers, caused by the fact, that Handling agents were attack by passengers at the boarding and after a flight at the airport.
I am sorry, for the inconvenience you had, but my staff acted the way they should, according to all the guidelines of EZY,
Best Regards,
David Hiersche
Mag.(FH) David Hiersche - Managing Director - Ground Services
ISS Ground Services GmbH - Objekt 990 - 1300 Wien-Flughafen - Austria
Phone: +[protected] - Mobile: - Fax: +[protected] - Web: http://www.issworld.at
UID: ATU42164607 DVR: 1005294 FN 148054b beim HG Wien Sitz:Wien
Information in this e-mail and any attachments is confidential and is intended solely for the use of the intended recipient. If you are not the intended recipient, disclosure, dissemination or use of the contents of the e-mail is prohibited. Please delete the e- mail including any attachments and notify the sender that you have received the e-mail by mistake.
For other important information concerning this e-mail please click www.issworld.com/disclaimer
P Please consider the environment before printing this e-mail.
Von: Justin Earl [mailto:j.s.earl@btinternet.com]
Gesendet: Sonntag, 24. Februar 2013 20:36
An: Hiersche, David
Cc: Khyati.Krishnamoorthy@easyjet.com
Betreff: Re: AW: Update to compliant please
Dear Mr Hiersche
You clearly did not read my letter in full, or you simply did not understand it.
Your employee stopped my wife, the bag was pink the same pink bag in the photos "fact"
Your employee put the bag into the cradle at an angle thus stopping it from fitting "fact"
My wife tried to put the bag in the cradle to prove it fitted "fact"
Your operative pushed my wife's arm away "fact"
I asked for a manager to be called, he stated no one else would come "fact"
I asked for his name, he refused "fact"
I asked for him to turn his id badge around he refused "fact"
I told him I would not pay as the bag fitted "fact"
I asked him to try it again with me there, he refused "fact"
My letter explained the only ID, we could get was a receipt from an over sized luggage passenger not ours "fact" Did you read my letter in full?
I never said he charged us "fact"
Your agent and your staff are lying "fact"
The only truth here in YOUR reply from your staff, is that I did tell the agent I would get him sacked "fact" why, because after everything we went through and how rude he was, he then smirked and laughed at me and my wife as we went passed him to the plane!
I was so enraged by his behaviour, I complained to the Pilot "fact"
I photoed my wife's bag at gatwick, do you believe I would at 23:00 hrs photo someone else's bag!
I will be asking Easy-jet to forward all complaints surrounding Vienna to Gatwick airport over the last six month's, why because others on the flight where going to complain and had previously complained. I expected more from a worldwide company than this.
Review your reply and have the decency to give a factual and truthful response.
Unfortunately, I do not consider this case finished, as bullying, intimidation and gaining monies by deception is not welcome in this modern world!.
I would also like to know how you have witnesses to my wife's arm being pushed as it happened whilst there was only the young blonde hair man checking boarding passes and the Asian ISS man who did it!.
I would suggest you send secret undercover staff into this area when this man is working, because rest assure, I will be filming your airport staff over the next few months, every time I go through, I will not forward any information to your company but to the press for them to expose the goings on...
The forum on the internet was not started by me, I came home so enraged by the way in which your staff prayed on vulnerable people and us, that I looked up a google search to see if others had experienced the same lack of human respect from Vienna airport!.
Please reply or call, I am flying to German tomorrow, I will give you 48 hours to consider the content and validity of your reply to me today, if I do not receive a reply or the chance for us to discuss this in person, I will take this matter further and without notice to ISS.
Regards
Justin Earl
Portico Security Group Ltd
Came Automation Ltd
Portcullis Gate Automation Ltd
Green Mountain Technologies LLP
On 24 Feb 2013, at 15:10, "Hiersche, David" wrote:
Dear Sir,
I received all the necessary information I needed to get an overview of that situation. In addition I received your complaint forwarded by easyjet with your request to suspend the staff agent. After having read all the statements and having a meeting with my staff there are several things to say:
- you did not pay any fee for your hand luggage!
- you threatened my employee while leaving the gate, that he will get fired after your complaint
- the receipt you took a photo of, was not your receipt, it was from someone else
- the handbag you took a photo of, was not your handbag
All of my employees told me, that the person you are complaining about, never touched or grabbed someone, not your wife nor a young female.
I am taking complaints very serious, an wherever necessary changes will be done, employees will be reprimand or even suspended, but only based on facts which have to be 100% reproducible.
Under these circumstances, your comments are different to the statements of my staff, and saying that we never got a similar complain, I will not suspend that agent from duty.
Referring back on your concerns, we will keep them in mind and change procedures where necessary.
Best regards
David Hiersche
Mag.(FH) David Hiersche - Managing Director - Ground Services
ISS Ground Services GmbH - Objekt 990 - 1300 Wien-Flughafen - Austria
Phone: +[protected] - Mobile: - Fax: +[protected] - Web: http://www.issworld.at
UID: ATU42164607 DVR: 1005294 FN 148054b beim HG Wien Sitz:Wien
Information in this e-mail and any attachments is confidential and is intended solely for the use of the intended recipient. If you are not the intended recipient, disclosure, dissemination or use of the contents of the e-mail is prohibited. Please delete the e- mail including any attachments and notify the sender that you have received the e-mail by mistake.
For other important information concerning this e-mail please click www.issworld.com/disclaimer
P Please consider the environment before printing this e-mail.
Von: Justin [mailto:j.s.earl@btinternet.com]
Gesendet: Samstag, 23. Februar 2013 19:39
An: Hiersche, David
Betreff: Update to compliant please
David
I was hoping to have an update on your findings.
I have sent a couple of updates including a PDF of what started the whole episode.
Could you update please
Justin Earl
Came Automation Ltd
Green Mountain Technologies LLP
Portico Security Group Ltd
Portcullis Gate Automation Ltd
On 20 Feb 2013, at 18:45, "Hiersche, David" > wrote:
Dear Mr. Earl,
I am sorry, for the inconvenience you had at the flight from VIE to LGW caused by the explained issue in your e-mail and on the internet platform.
Tomorrow, I will have a personal meeting with these employees and in case they acted the way you explained they will have to face consequences. I do not accept, that my agents seem to be reluctant to discuss issues with passengers or act in an unprofessional way. I am apologizing for the behavior of my employees an promise that this never happens again.
Best Regards,
David Hiersche
Mag.(FH) David Hiersche - Managing Director - Ground Services
ISS Ground Services GmbH - Objekt 990 - 1300 Wien-Flughafen - Austria
Phone: +[protected] - Mobile: - Fax: +[protected] - Web: http://www.issworld.at
UID: ATU42164607 DVR: 1005294 FN 148054b beim HG Wien Sitz:Wien
Information in this e-mail and any attachments is confidential and is intended solely for the use of the intended recipient. If you are not the intended recipient, disclosure, dissemination or use of the contents of the e-mail is prohibited. Please delete the e- mail including any attachments and notify the sender that you have received the e-mail by mistake.
For other important information concerning this e-mail please click www.issworld.com/disclaimer
P Please consider the environment before printing this e-mail.
Dear Mr. Earl,
I am sorry, for the inconvenience you had at the flight from VIE to LGW caused by the explained issue in your e-mail and on the internet platform.
Tomorrow, I will have a personal meeting with these employees and in case they acted the way you explained they will have to face consequences. I do not accept, that my agents seem to be reluctant to discuss issues with passengers or act in an unprofessional way. I am apologizing for the behavior of my employees an promise that this never happens again.
Best Regards,
David Hiersche
ISS Ground Services Managing Director
My Husband has been in communication with the Managing Director of ISS Ground Services Vienna
Starts of well but ...in the end the standard it was not us attitude comes to the surface!
He even accuses us of changing bag's in the documented evidence we sent! still read it and see
Dear Mr. Earl,
I am sorry, for the inconvenience you had at the flight from VIE to LGW caused by the explained issue in your e-mail and on the internet platform.
Tomorrow, I will have a personal meeting with these employees and in case they acted the way you explained they will have to face consequences. I do not accept, that my agents seem to be reluctant to discuss issues with passengers or act in an unprofessional way. I am apologizing for the behavior of my employees an promise that this never happens again.
Best Regards,
David Hiersche
ISS Ground Services Managing Director
David
I was hoping to have an update on your findings.
I have sent a couple of updates including a PDF of what started the whole episode.
Could you update please
Justin Earl
Dear Sir,
I received all the necessary information I needed to get an overview of that situation. In addition I received your complaint forwarded by easyjet with your request to suspend the staff agent. After having read all the statements and having a meeting with my staff there are several things to say:
- you did not pay any fee for your hand luggage!
- you threatened my employee while leaving the gate, that he will get fired after your complaint
- the receipt you took a photo of, was not your receipt, it was from someone else
- the handbag you took a photo of, was not your handbag
All of my employees told me, that the person you are complaining about, never touched or grabbed someone, not your wife nor a young female.
I am taking complaints very serious, an wherever necessary changes will be done, employees will be reprimand or even suspended, but only based on facts which have to be 100% reproducible.
Under these circumstances, your comments are different to the statements of my staff, and saying that we never got a similar complain, I will not suspend that agent from duty.
Referring back on your concerns, we will keep them in mind and change procedures where necessary.
Best regards
David Hiersche
Dear Mr Hiersche
You clearly did not read my letter in full, or you simply did not understand it.
Your employee stopped my wife, the bag was pink the same pink bag in the photos "fact"
Your employee put the bag into the cradle at an angle thus stopping it from fitting "fact"
My wife tried to put the bag in the cradle to prove it fitted "fact"
Your operative pushed my wife's arm away "fact"
I asked for a manager to be called, he stated no one else would come "fact"
I asked for his name, he refused "fact"
I asked for him to turn his id badge around he refused "fact"
I told him I would not pay as the bag fitted "fact"
I asked him to try it again with me there, he refused "fact"
My letter explained the only ID, we could get was a receipt from an oversized luggage passenger not ours "fact" Did you read my letter in full?
I never said he charged us "fact"
Your agent and your staff are lying "fact"
The only truth here in YOUR reply from your staff, is that I did tell the agent I would get him sacked "fact" why, because after everything we went through and how rude he was, he then smirked and laughed at me and my wife as we went passed him to the plane!
I was so enraged by his behaviour, I complained to the Pilot "fact"
I photo’d my wife's bag at Gatwick, do you believe I would at 23:00 hrs photo someone else's bag!
I will be asking Easy-jet to forward all complaints surrounding Vienna to Gatwick airport over the last six months, why because others on the flight where going to complain and had previously complained. I expected more from a worldwide company than this.
Review your reply and have the decency to give a factual and truthful response.
Unfortunately, I do not consider this case finished, as bullying, intimidation and gaining monies by deception is not welcome in this modern world!.
I would also like to know how you have witnesses to my wife's arm being pushed as it happened whilst there was only the young blonde hair man checking boarding passes and the Asian ISS man who did it!.
I would suggest you send secret undercover staff into this area when this man is working, because rest assure, I will be filming your airport staff over the next few months, every time I go through, I will not forward any information to your company but to the press for them to expose the goings on...
The forum on the internet was not started by me, I came home so enraged by the way in which your staff prayed on vulnerable people and us, that I looked up a Google search to see if others had experienced the same lack of human respect from Vienna airport!.
Please reply or call, I am flying to German tomorrow, I will give you 48 hours to consider the content and validity of your reply to me today, if I do not receive a reply or the chance for us to discuss this in person, I will take this matter further and without notice to ISS.
Regards
Justin Earl
Dear Mr Earl,
as you suggested I sent an “undercover staff” to get an overview of the procedures last week and in addition to that I joint myself the operation last night.
At the operation last night I had a conversation with an EZY-Frequenttraveller who kept an eye on the situation at that day and assured me that my staff acted the way they should.
Regarding the ID cards, he refused to turn - we deal with ID numbers, caused by the fact, that Handling agents were attack by passengers at the boarding and after a flight at the airport.
I am sorry, for the inconvenience you had, but my staff acted the way they should, according to all the guidelines of EZY,
Best Regards,
David Hiersche
Dear David
I have thought long and hard about your replies and if all you say is true, then Your staff may well of changed how they approach customers, which is a good thing!.
However
Whilst returning from my business trip on Tuesday 26th February from Hamburg to Gatwick, I questioned some passages in the lounge queue about previous trips and destinations and Airport staff.
The passengers were in fact Easy Jet crew, I asked if they had any complaints about any European Airports, they ask which Airport,
I asked if Vienna had been an issue, to my surprise they had only heard of one airport with CONTINUOS complaints, this Airport was Vienna, by all accounts and the Easy Jets own staffs words Vienna is notorious (I will give you other description's should you fail to understand the language), infamous, renowned, well known for charging 50 euros for baggage even when customers insist that it fits!? I would like Easy jet and you to comment on this!
He told of one story of One person with six children all being told they could not fly, and of how their bags did not fit the cradle even though they fitted in the UK. (preying on vulnerable people yet again )
I suggest your investigation is flawed, I suggest that you need to review your staffs training in customer handling.
I know there have been complaints from others, Easy Jet has had previous complaints and your standard reply is offensive in it's dismissive nature.
May I also add that I asked two members of DSH staff (airport handlers) at Hamburg airport if I had a complaint would they freely give me there name and number.
The woman said she would only give me her ID number, if she felt in anyway threatened, her supervisor stated that all staff have to give a passenger there number and there first name at the very least, the passenger has the right for the police to be called at any time if they so wish if the attendant refuses to give full details, and the attendant must do so!.
What next, If you can not or will not research this further, then I think Easy Jet as they contract you for airport service need to take this further, I will be keeping the BBC's Watchdog researchers updated.
I also request the Airports Owners contact details for a formal complaint to be forwarded to them.
I will hold ISS and Easy jet to account for their treatment of me and my wife.
Justin Earl
Flight EZY5358 Monday 24 Jun 2013 - I am a very frequent flyer with EasyJet and my hand luggage which is exactly 55.5cm long has flown many times and been in and out of EasyJet gauges many times. It was rejected at Vienna by a young lady who seemed to have decided her main job was to gain revenue for EasyJet by whatever means was possible. She would not accept the bag which I had shown would go vertically into and out of the gauge and instead insisted that she must be able to take the bag out by twisting it so that the wheels jammed. She was so efficient at cheating customers that it became apparent that the only restriction on her was the time it took her to extract the 50euro from the victim. May I suggest to the company that they employ another person to do the cashier role and leave the Girl to do the cheating. That way I'm sure more victims can be gathered embarrassed and have their luggage held to ransom. For those of you out there that shout out loud that we only need to follow the rules - I'm sorry to tell you I was with you until Monday and now I cannot agree since it obviously requires the EasyJet staff/agents to follow the rules as well. My revenge - I fly a lot and will continue to use EasyJet if they are cheapest, but I will no longer buy food or drink on the plane.
My case is still ongoing, EasyJet have either knowingly or unknowingly employeed dishonest cheating manipulative gate agents. I happy to stand in court for my statement!
I want to make a formal complaint about terrible and stressful treatment by ground staff at Vienna airport on fight EZY5357 from Vienna to London Gatwick on the 9th september 2013
I carry only performance equipment in hand luggage and I always have no problem taking this on to the plane, as previous records of my flights with easyjet will show.
Even though case fitted into the measuring cage I was told by a rather rude ground staff member [Ognjen Lalosevic] that because the case we a little tight it was over the Easyjet limit. Previous customers were let through with exactly the same sized cases.
I removed a few things from my case and handed it to my traveling companion, at which point he [Ognjen Lalosevic] threaten that we would both be removed from the flight if my companion took my things.
I tried to take a picture of my case in the cage to prove that it did fit, he then informed me that if I took a picture he would remove me from the flight. This man was highly threatening with bullying behavior.
I was forced to pay 50euros. On my return to the UK I have found that one of my pieces of equipment has been damaged. A MIDI controller has a cracked dial.
The friendly Easyjet cabin crew on the plane informed me that there have been numerous issues with this member of staff on many occasions with other customers and that most like he is abusing his authority to gain dubious commissions regarding the handling of 'oversized' luggage.
I have contacted EasyJet regarding compensation for the damage to my equipment and reimbursement of the 50euro charge,