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EasyJet - 4

Old 27th Oct 2013, 23:50
  #3501 (permalink)  
 
Join Date: Aug 2012
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For those of us who have to fly every weekend, Plus cards make all the difference!
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Old 28th Oct 2013, 16:55
  #3502 (permalink)  
 
Join Date: Jun 2003
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pilothouse,

I (I suspect) am the same as you - a long term Capt that does a few other bits and bobs. I just get to see the operation rather than change it...

My point about "once a year" is that it will take time for pax to realise that there is no need to queue. I don't think that any airline exploits the queue, but in order to avoid delay we (like others) are keen on getting our ground handlers to be "efficient" with pax handling. Obviously the goal is to have the pax near to the a/c and ready to get on just a few seconds before the crew are ready.

However, you are absolutely correct about the quality of the ground staff contractors. In some stations it works very well, in others there is a lot to be done. My heart sinks when we arrive on a bussing stand in a hot destination only to see the outbound pax already sitting on a bus waiting.

We have done much to improve the product inside the a/c doors; we are all now working on the ground handling. It will get better!
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Old 28th Oct 2013, 17:07
  #3503 (permalink)  
 
Join Date: Sep 2008
Location: Blighty
Posts: 4,508
My heart sinks when we arrive on a bussing stand in a hot destination only to see the outbound pax already sitting on a bus waiting.
From the point of view of a passenger, it's nice to know that the 2 people in the pointy end realises SLF are humans rather than animals being sent to an abattoir.

As someone who gets paid to sit in the pointy end, why do you personally really care if there's a bunch of punters stuck in a hot bus in summer or waiting in an outdoor cage while snow is falling mid-winter ? Means at the very least that you get to fly again quickly with a much lower risk of hanging around waiting for a new slot to be granted. The less time an aircraft spends on the ground, the earlier you get to go home without spending time at work unpaid. Ultimately as long as there is nothing like killing children to sacrifice their blood to the OTP deity going on, what the handling agent does is not the problem of the people who do the flying.

If there's a delay to a flight, it's a very simple matter of just reading a generic series of lines "Terribly sorry for the delay but we had a problem with some paperwork" - passengers won't have a clue as to what's really behind the delay and you can take it off your list of things to worry about.

</Cynic mode=off>

Last edited by davidjohnson6; 28th Oct 2013 at 17:47.
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Old 28th Oct 2013, 17:56
  #3504 (permalink)  
 
Join Date: Jan 2005
Location: UK North
Posts: 108
Yes, pilots do care! A lot

Hundredpercent

Yes it does indeed look as if we are indeed singing from the same hymnsheet after all that!

David

With rare exceptions, you might be absolutely amazed by just how much we "at the pointy end" do care. It hurts us unbelievably to see passengers treated like cattle or subjected to indignities or unexplained delays. When we see injustice and inefficiency, we try and show our concern, attempt practical steps to improve things on the day and, later send in our reports.

We are ambassadors for our companies and want our passengers to enjoy our flights, indeed our entire company product. Cabin crew do of course care a huge amount too, but their actions though laudable are necessarily more limited.

How much we can achieve is largely dependent upon our company. In mine, I might delay boarding for 5 minutes while we muck in and shift a sea of trash from the floor. I don't like to think of you boarding a filthy plane. In another company, I might get disciplined for that. Generally, the more autonomy a crew has, the better they will be at working in your interests and solving your problems.

Remember that when things go wrong, the crew are working so hard that they may not have time to tell you what is going on until later. Also, there is unfortunately an increasing tendency towards minimising information to avoid unfair claims for liability. However a good crew will succeed in reassuring you one way or another.

If ever you get a crew that seems completely ambivalent to the passengers' distress, it is most likely with an airline where every last hint of pro-company morale has been squeezed out of them.
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Old 30th Oct 2013, 13:33
  #3505 (permalink)  
 
Join Date: Sep 2012
Location: London
Posts: 49
What is the logic of this?

We booked easyJet to Budapest with two checked bags, maximum 40kg. On the return we had 43kg, and were threatened with a penalty. So we took out 3kg (of shoes!) which went into my carry on bag. The agent then said that we could check in a third bag free of charge. So I carried my camera and Ipad and took advantage of the offer (this third bag now weighing 8kg). Where, pray, is the logic in that??

Anyone know how this fits with their regulations?
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Old 30th Oct 2013, 13:47
  #3506 (permalink)  
 
Join Date: Oct 2007
Location: UK
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Herding at departure gates

I fly with EZY maybe 10 sectors a year. Usually very good, even at my home base of GLA where the departure lounge (old international pier 1965-66 build) is creaking a little, and very draughty in winter. That said, the agents at GLA are not too bad.

Contrast with BRS last week, boarding a rammed A319 from gate 15 (out of the trap door at the end ten tin sheds nailed together). Flight called for boarding at 15:50 for the scheduled 16:25 departure. Gulped my Thatchers cider down and marched down the sheds to the gate, where all pax zigzagged within a pen, waiting time around 20 minutes before the doors were opened.

We were still ten minutes late off stand (no issue for me), as the local crew were not ready for pax until ten mins before scheduled.

No beef with the airline as such, just frustrating as SLF having the "herding" treatment when the dispatcher (and maybe the crew talking to the dispatcher) could have managed things better.

Just some $0.02.
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Old 30th Oct 2013, 16:39
  #3507 (permalink)  
 
Join Date: Feb 2013
Location: Surrey
Age: 33
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Excess luggage

To reduce the amount of hand luggage on board. It's called volunteer bags. You would have to wait for the other bags you had checked in, might aswell wait for the third.

I know it's stupid to repack for something that would still be checked in
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Old 30th Oct 2013, 17:02
  #3508 (permalink)  
 
Join Date: Jul 2011
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Originally Posted by bricquebec View Post
We booked easyJet to Budapest with two checked bags, maximum 40kg. On the return we had 43kg, and were threatened with a penalty. So we took out 3kg (of shoes!) which went into my carry on bag. The agent then said that we could check in a third bag free of charge. So I carried my camera and Ipad and took advantage of the offer (this third bag now weighing 8kg). Where, pray, is the logic in that??

Anyone know how this fits with their regulations?
The agent probably would have gotten in trouble for checking in 2 bags with a total of 43KG when you are only allowed a combined weight of 40KG. To you it's only 3KG, but to the agent and their supervisor/station manager it is 3KG you aren't technically entitled to and is 3KG which could mean they get dragged up to the office for disciplinary action.

The agent was probably told, however, that on a busy flight hand baggage can be checked in free of charge (probably up to 10KG, or something which is no bigger than the standard COB allowance).

I admit it would have made more sense for the agent to say chuck the 3rd bag on FOC before you repacked it, but they are human after all and the waiving of the baggage fee may have slipped their mind and to save face may have decided not to tell yo once you were already repacking the bag. Either that or they didn't realise you had another bag suitable for the hold.

Last edited by edi_local; 30th Oct 2013 at 19:31.
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Old 30th Oct 2013, 22:22
  #3509 (permalink)  
 
Join Date: Sep 2012
Location: London
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Thanks for these thoughts, guys. I had no problem with being pulled for the extra 3kg. I should add that the whole process was handled politely and with humour by both us and the agents together with seven trainee agents who watched the proceedings. Didn't mean to suggest any dissatisfaction with the airline.
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Old 31st Oct 2013, 09:14
  #3510 (permalink)  
 
Join Date: Jan 2006
Location: up north
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"
Contrast with BRS last week, boarding a rammed A319 from gate 15 (out of the trap door at the end ten tin sheds nailed together). Flight called for boarding at 15:50 for the scheduled 16:25 departure. Gulped my Thatchers cider down and marched down the sheds to the gate, where all pax zigzagged within a pen, waiting time around 20 minutes before the doors were opened.

We were still ten minutes late off stand (no issue for me), as the local crew were not ready for pax until ten mins before scheduled.

No beef with the airline as such, just frustrating as SLF having the "herding" treatment when the dispatcher (and maybe the crew talking to the dispatcher) could have managed things better"

Couldn't agree more. I've had the misfortune to catch the late evening Newcastle a few times recently. Everytime, herded through the sheds to stand in a snaking queue in a bare depressing hall, up to 30 mins before the aircraft is on the ground, never mind on stand.
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Old 31st Oct 2013, 10:54
  #3511 (permalink)  
 
Join Date: Jan 2005
Location: UK North
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I use Bristol quite a lot and find the herding of SLF very irritating.

Industry-wide, it does seem that the root cause of ridiculous baggage scenarios and poor boarding timings is indeed the terror of handling agents at the lowest level - terror of being disciplined if they use their discretion or cut things too fine. A little more emphasis on common sense and less use of the stick would work wonders in giving passengers a better experience. But is there any indication that anyone on high is bothered?
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Old 31st Oct 2013, 11:49
  #3512 (permalink)  
 
Join Date: Dec 2010
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Speaking from a handlers perspective, our own guidelines for a major loco at Cork is to commence boarding when the final arrival passenger has left the apron which usually is +15 to departure - in the case its a early morning flight or a flight later on in the day (i.e. after a prolonged period on the ground) we board at +20 to +25 before departure depending if the flight is fully loaded or not, and we regularly have in excess of 180 pax on those flights. From my own perspective, handlers at BRS have no excuse for a ''herding'' style boarding when dealing with maximum pax load of 156 on the majority of EZY flights. However guidelines are set by local management, so therein lies the problem.

Last edited by Jack1985; 31st Oct 2013 at 11:50.
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Old 31st Oct 2013, 15:35
  #3513 (permalink)  
 
Join Date: Jul 2007
Location: Minneapolis, Minnesota, USA
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......and guess how station managers performance and bonuses are evaluated? It is not just easyJet. I work for a major US carrier, and am very aware that even one minute behind schedule can cause severe admonishment to the station agents.
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Old 2nd Nov 2013, 13:10
  #3514 (permalink)  
 
Join Date: Feb 2007
Location: LGW
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A little more emphasis on common sense and less use of the stick would work wonders in giving passengers a better experience. But is there any indication that anyone on high is bothered?
Our CEO, Carolyn McCall, is going to great lengths to make sure our customers have a good experience (introduction of allocated seating, huge emphasis on OTP, cabin bag guarantee, customer charter etc etc). In turn, local management are accountable for implementing these projects to achieve this. Rather than just whining about things on here, if you feel you have constructive comments and suggestions how we could continue to improve our service levels then I'm sure that Carolyn would be extremely grateful for your feedback.

Last edited by SouBE; 2nd Nov 2013 at 13:11.
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Old 2nd Nov 2013, 13:17
  #3515 (permalink)  
 
Join Date: Jan 2005
Location: UK North
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SouBE

Thank you but I cannot seriously believe that my letter to Customer Relations is really going to make much difference, can you? The profits seem to be rolling in regardless.

More likely to be successful is an avalanche of public online feedback that gets noticed by someone who makes high-level decisions.

By the way, the Cabin Bag Guarantee is just a device to ensure another fight between passengers that gets them scrambling to board, to protect OTP. Please don't tell me that this is a service improvement!

Whining? Well yes, of course, but constructively so. It's difficult not to whine when you experience such undignified and thoughtless treatment.

Last edited by pilothouse; 2nd Nov 2013 at 13:20.
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Old 2nd Nov 2013, 13:48
  #3516 (permalink)  
 
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Thank you but I cannot seriously believe that my letter to Customer Relations is really going to make much difference, can you?
You will never know unless you try.
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Old 2nd Nov 2013, 16:02
  #3517 (permalink)  
 
Join Date: Mar 2011
Location: Central Scotland
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Why would the cabin baggage guarantee cause another fight between passengers when they go under the seat in front of you ?
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Old 2nd Nov 2013, 21:44
  #3518 (permalink)  
 
Join Date: Oct 2011
Location: United Kingdom
Age: 37
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Yes I'm rather baffled as to how it creates a rush. If it's guaranteed it's guaranteed. Maybe for the larger free of charge cabin bag but it's no different to before, not is it different on other airlines. If there's no space then the bag is offloaded. I commute with eJ 5/6 times a month. Boarding is no more (or less) stressful than boarding a BA flight from the same airport.
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Old 2nd Nov 2013, 22:12
  #3519 (permalink)  
 
Join Date: Apr 2008
Location: England
Posts: 83
Pilothouse said
"Thank you but I cannot seriously believe that my letter to Customer Relations is really going to make much difference, can you? "

I can tell you that you are wrong with that statement.
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Old 2nd Nov 2013, 22:25
  #3520 (permalink)  
 
Join Date: Nov 2006
Location: Northern Ireland
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pilothouse; I can't comment much about your letter to customer relations. However, I emailed easyJet and got a nonsense reply, I emailed again and got another, non reply... the issue was as follows for interest sake.

Since easyJet upgraded its website recently, it no longer stores pass port details, i.e. for advanced passenger information, for travelling to/from countries such as Spain. It use to be the case that when you logged into my easyjet, via their website and selected your booking, you could click on enter advanced passenger information, then then as I'd entered before for me and family members it would give each name in a drop down list and I just had to select the appropriate name. This was no matter which computer I logged in from i.e. it was on more than 1 computer I would access the information.

I explained in my email that reinstating this functionality (and BA have it, enter once and it's there for next times) it would save time and make the process more quick and simple. I.e. not having to enter the passport number and other info each time. I printed boarding cards 4 times in 1 week and had on 4 different occasions to enter the same info.

Anyway, the first reply was, this functionality is not available. So I thought captain obvious, that why I emailed. The second reply told me this is not available and if it was in the past it was to do with cookies on my computer. It went on to explain that 'it is necessary that you provide this details when travelling to and from Spain'.

What a nonsense reply. easyJet in my experience is all about making their processes better. But this is all well good internally i.e. they improve processes, but with customer feedback channel, I feel that the receiver of the information either doesnt understand what it actually means or they do not know who internally to pass it to....

Disappointing. Though this seems like a trivial matter, it exemplifies the approach to processing feedback...

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