Easy Jet

I booked a return flight from Nice, France to Sharm-El-Sheikh, Egypt via Geneva, Switzerland. I received an e-mail from EasyJet telling me that they randomly changed the departure of my flight from Geneva to Sharm. So, it's now 6 hours earlier than what was originally planned. My connecting flight from Nice arrives after the departure of this flight. I called Easy Jet to find out how we can sort this out. I was told that I have to pay to change the Nice-Geneva flight, as Easy Jet is a point-to-point carrier. They cannot help me otherwise. I am positively fuming! Easy Jet makes a flight change and I, their customer, have to pay for the consequences. Their "customer service" is atrocious, an absolute joke!

The flight from Rome CIA to Berlin Schoenefeld on 2nd Sep 2010, 3.30pm was cancelled. I had a return flight tickets for 4 persons. I had no other option than to buy rail-way tickets for us. The mail correspondence with easy jet doesn't bring any progress in obtaining the refund. 1300 Euro for the train ticket and bus ticket.

Easjet cancelled my daugther's flight from Bublgaria in April and could not offer another flight for 3 weeks and told her that she had to pick up her own bills until then and claim them when she returned, because she could not afford to stay in Bulgaria another 3 weeks she used another carrier and easyjet are now refusing to pay up, despite the fact that they broke the EU law in failing in thier duty of care to look after passengers whose flights they have cancelled. Now the insurance company are looking at ways of getting out of paying for the cancelled flight.

Basically I have been trying to get my credit card reimbursed since my family and I (four persons) had two canceled flights from January 6th and 7th respectively and then took alternative flights as we were instructed to do so. It is almost six months ago. They have all the necessary documents for my refund. I am awaiting a refund of 1439 GBR.

My message to the Head of Operations, Easyjet this past Friday 18/12/09 and no response:

Dear Mr Vrieswijk,

What a horrible experience with your airline. First to arrive at the airport 2 hours before my flight at Gatwick to have to stand in a queue that stretched outside the terminal into the cold and wait for over an hour (not so much as a warm cup of liquid to tide the time and inconvenience of an extensive wait), then be handed a photocopied sheet of paper indicating my flight had been cancelled with the request that I call a customer service number at 7.30a.m. although your customer service centre did not open until 9a.m. and then to add insult to injury the indication that the call would be charged at 10p per minute or more from a mobile!!

What sort of operation are you running? Why were the same flights with British Airways and Thomson to Marrakech able to leave today and yet Easyjet could not fly it's customers to Marrakech or other cancelled destinations? Why could you not put on more flights as the weather cleared?

I would not be so angry if it were not for your incompetence. The weather forecast was known for days in advance and you were unprepared as an airline to manage the crew numbers needed should delays occur, you were not prepared to overwork your staff but did not resource up to manage the flow-on effect that the weather would have on your operation.

You also did nothing to advise your customers travelling from across Britain to catch their flights that their flights were likely to be delayed or cancelled. You have my details and I received nothing from you: no warning. I wasted my time getting up at 3am and fuel driving to travel to Gatwick where I then waited for over an hour in a queue in freezing weather to then be passed a slip of paper by a person from Menzies not even an Easyjet staff member and told the flight was cancelled and to come on another day.

Wake up and realise that your brand suffers every time you treat your customers like this. Those affected also tell others. It is an open market and every one of your customers is now working harder than ever before to keep their jobs. I certainly will be re-considering whether to use Easyjet again the experience today was nothing less than disgraceful and frankly I'd rather give my hard earned money to an airline that cares about it's customers and has the foresight to plan its operation effectively and with courtesy. I saw neither of this today. You need to seriously lift your game.

My flight was cancelled and so Easyjet gave me a 279 euro credit. They say that I can only make a reservation if I call their reservation center, but none of the phone numbers that they have given me work. I have tried several times. I now have a 279 credit that I cannot figure out how to use.

EASYJET - BUY BEWARE! I'm still in shock, but I'll keep this short. Today I flew from London to Barcelona. Paid for two bags on the EasyJet website. One bag allowance was equal to 20 kg, so I presumed that two bags would allow 20 kg more - like all airlines do. I had two pieces of luggage: one 20kg, one 10kg.

At check in, I was told that I had to pay 100 pounds in addition to the 9 pounds extra I paid online for the second bag. Apparently, no matter how many bags you check in, your maximum will always be 20kg. Buying more bags apparently does not mean you get more weight to carry. I fly for a living, and this is the first time an airline has ever so sneakily inserted hidden fees like this. A gentleman next to me was livid because he was asked to pay 400 pounds for four bags he had applied for online (as I did). I then spoke to at least 5 other people around me at the airport, and none of them were aware of this rule.

I spoke to four employees and demanded to speak to a manager. All of them said that there was none available. All of them repeatedly said that the policy on the website says "20 kgs max", but it is simply NOT clear enough. Had I known that an extra bag would cost FOUR times the amount of the flight, I would have gone to another airline.

I called customer service while I waited to board the plane. The agent was nice and calm, and repeatedly told me that the policy is stated online. I then repeatedly told him that this policy needs to be made much more clear on the website, and that they cannot continue to trick their customers into thinking that when they purchase an extra bag at 9 UK pounds that they are covered for a second check in item.

In their baggage policy, they write that you can check in up to 9 bags (at 9 pounds per bag). But how in the world is that even possible if the maximum weight of all bags is 20kg? You've have to be packing cotton or air for that to make any sense. Consequences were having to pay 100 pounds. The company fail to give their customers the information they need to make informed decisions.

It is unethical what Easyjet is doing. Their policy is intentionally misleading their customers and this cannot continue to happen.

6 As it was my friends bought me a bottle of Porto as a present to bring home and it was taken away for destroying.

I am contacting you regarding easyjet and the way they treated me whilst travelling with them recently. I have had not much luck in getting a decent response from them - having sent 4-5 letters and emails to their customer services department, and all senior members of management. I have had replies to my emails but they always seem to skip past the crucial points - and ultimately in effect unfairly lay the blame on me.

In short - I broke my arm on a snowboarding holiday, and when I came to check in at Lyon airport I was forced to remove my cast completely (with a stanley knife borrowed from a newsagent) whilst the check-in members of staff were very rude, obnoxious and seemed to find the whole situation very funny.

These staff members broke easyJet's regulations which state Passengers travelling with a plaster cast that has been fitted for less than 48 hours then the cast needs to be split (the split need to run along the entire length of the cast) If the plaster cast been fitted for more than 48 hours there is no requirement for the cast to be split.? (http://www.easyjet.com/EN/Book/regulations.html)

Unfortunately for me my medical certificate did not show the time my cast was fitted just the date. My cast had been on for over 52 hours, and even though I asked if the supervisor could make a simple phone call to the hospital (using my phone) to clarify this, she refused and told me that the only way I could board my flight was by entirely removing my cast. I was left with a broken, unsupported limb - no medical help was offered nor available when I asked for help.

Making me cut my cast off breaks their regulations completely and their duty of care towards me as a passenger. These regulations are there to protect passengers but this member of staffs incompetence could have rendered my arm paralysed. If this appalling attitude continues then I feel that another passenger may not be as fortunate as I was to escape serious injury.

Easy Jet has today obscured my emails from my hotmail account with a pop-up ad, which advertises their flights to Scotland. The ad may be in collaboration with the Scottish tourism board. The ad is constantly flashing down the centre of my screen, preventing me from reading my emails. I am unable to get rid of it; if I click beside it, it stays. If I click within it, it opens its advertisement. It if infuriating. It is preventing me from carrying out important work. I want them to remove this advert and ensure that this kind of abuse does not occur again.

I am disabled, recovering from surgery, and dependent on email for communication and my livelihood. I am at a crucial stage in a literary/creative project. This is delaying my work and adding to my stress.