Had Easyjet (Swissport) offered some information and eventually refreshments, there would be no reason for the complaint.
I would have complained to Easyjet regardless of the EU regulations.
The fact that the EU has introduced legislation, now clarifies the requirements and standardizes criteria that airlines should adopt. Having regulations and a route to an independent complaints authority now gives Joe Public the opportunity to press the airlines to respond to complaints, and hopefully, get the the likes of Swissport to train their staff in dealing more sympathetically with customers.
The other issue I have is that Easyjet has issued a standard worded response stating their delay policy, which by the way, does not meet the EU directive. Also, Easyjet have not indicated any action that they are likely to take regarding what was the basis of my complaint e.g. the lack of information from the handling staff at the gate.
GengisK
