Actually what really put the icing on the cake was the edict that anyone wanting a rebook or a refund could only do so on line.
Que?
What was all that about?
Management decision or work to rule?
The easyJet desk staff refused point blank to help and just kept churning out "use the web, use the web, use the web" like a record stuck in the groove. A real help to those with poor English, no cellphone, and clearly no idea what to do. It took other passengers to help them.