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EasyJet - 4

Old 16th May 2016, 18:44
  #4221 (permalink)  
 
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It's a highly successful airline. It starts routes on which it will make money. It doesn't open huge amounts of routes just to take a punt on what might make money, which is why you never see huge lists of new routes, or 'massive expansion (one aircraft often), 100,000,000 investment, 100,000 new jobs, billions of for the local community' like you see from another airline.
It is but at the moment it gives people the perception and impression that it has lost its way.

Now it may not have but what is the Easyjet message now to consumers ?
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Old 16th May 2016, 18:56
  #4222 (permalink)  
 
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It is but at the moment it gives people the perception and impression that it has lost its way.
Think you are confusing consumers with PPRuNe posters - most people care about where, when and how much. What does seem to be getting eroded is the sense that EZY were slightly better ('nicer') than the other LCC's.
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Old 16th May 2016, 18:58
  #4223 (permalink)  
 
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The product IMHO is bland, and boring. However it does what it's designed to do - transport lots of people safely from real airports at a fair price whilst generating return to shareholders. Investment in it would be good, but those with wow factor and bling aren't on the same strong financial footing (Norwegian, I'm looking at you). Others provide an identical product to U2 but aren't likely to be with us for much longer.

However, they are growing steadily and delivering excellent results in a challenging environment. They'll survive the next 9/11, recession, depression or whatever black swan event comes their way. Not only survive, but they'll make money too.
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Old 17th May 2016, 11:51
  #4224 (permalink)  
 
Join Date: Jun 2006
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Ezy

I used to generally always fly with Ezy.
The problems began when they tried to become a business carrier and the fares rocketed.
Now they seem to want to be some weird hybrid with a lack of convenient fly times .
Also not opening up the forward booking window until all the competitors have snapped up the sales is short-sighted.
It now even makes it into the press when the latest tranche of seats is released.
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Old 17th May 2016, 18:12
  #4225 (permalink)  
 
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They've lost their uniqueness and "sparkle" and fast becoming just another airline. As someone said above, the product has become "bland". I think a lot of it is actually through arrogance from the senior management.

Whenever I see an interview, article, statement, quotation or what ever it may be from someone at easyJet, it's always about how great they are... how the share price has rocketed since 2010 (true although less so of late), how they offer excellent customer service (debatable), the strongest route network in Europe (they don't!), how the other LCCs are not seen as major competition because they are in a nut shell... not as strong as easyJet, and finally how they had a "robust" set of Half Year results (I thought they were... ok).

I can't recall many incidences where we hear about any weaknesses, elaboration on poor performance or areas they see further improvement or opportunities (sneakairs aside). You may think why would they publicize that... but actually when you look at many of the airlines now, they seem more open with what they're not so good at or need to improve on.
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Old 17th May 2016, 18:43
  #4226 (permalink)  
 
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how they offer excellent customer service (laughable)
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Old 17th May 2016, 21:12
  #4227 (permalink)  
 
Join Date: Aug 2007
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I agree with the above. I had a run in with them last month at Liverpool. Yup customer service very much lacking. Have sent the office of the CEO an e mail, but I`m not holding my breath..
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Old 18th May 2016, 14:35
  #4228 (permalink)  
 
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Since the CEO has published her e-mail address in the in flight magazine, don't expect a speedy response and certainly not one from her.
My last contact with the call centre cost me 7 and achieved nothing as neither agent I spoke to did what they promised to do.
From what I can see, they are making less money but increasing dividends.
From a price point of view, I don't find them particularly competitive against legacy carriers let alone LCCs.

Again, only speaking from personal experience, I am sure plenty out there love the big orange and what it offers.
Good luck to them, however,from a customer service point of view "I'm out"
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Old 18th May 2016, 16:39
  #4229 (permalink)  
 
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Well, part of that profit seems to be made on the back of customers whose flights they've cancelled - mine was cancelled two months ago and they've still not paid the money they owe me for the expenses they said they would pay. The last contact I've had from them was a request to send them an invoice for the 25 euro charge that was made by the Easyjet call centre to change my booking - the latest in a loooong line of p*ss takes....

Sure things can go wrong, but it's how you recover from your mistakes that matters. It's now got to the stage that I don't think their customer service are incompetent but it's a deliberate policy of obstruction.
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Old 19th May 2016, 14:51
  #4230 (permalink)  
 
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As I said above I`m waiting a reply to the query I made with them. To date no reply. However I have just received a `customer satisfaction`(seriously) survey canvassing my opinion of how they actioned my complaint

You could`nt make this stuff up..Think its time they recalled Stelios
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Old 19th May 2016, 15:50
  #4231 (permalink)  
 
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Oh, I can better that - I got a "how did you enjoy your flight?" survey the day after they cancelled mine, and within minutes a "sorry your flight was cancelled, how did we do?" survey as well. Despite my "views being important to them", neither got any follow up - clueless
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Old 20th May 2016, 09:04
  #4232 (permalink)  
 
Join Date: Aug 2007
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Yet another!!

These buffoons have actually sent me another `are you satisfied` surveys today and still havent answered the original. I think its too late even for Stelios to turn this tanker around..
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Old 20th May 2016, 10:15
  #4233 (permalink)  
 
Join Date: Sep 2005
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my recent experiences....

tues - IOM-LGW flight cancelled due to the inbound aircraft (LGW-IOM) being unable to land due to poor visibility. fair enough, however the metar stated the visibility would improve to 10km or more. the inbound plane circled the airport for 10 minutes and returned to LGW. 30 minutes later, visibility had improved exactly as forecast.

thurs - BSL-LTN - they had taken reservations for an A320 operation however a A319 turned up on stand. Swissport asked for volunteers to offload and get invol denied boarding. next flight offered was Friday morning out of GVA. i offered to offload if they would put me on an alternative carrier to LGW (since I had planned to take the train from LTN to LGW). They refused to put me on an alternative carrier, only easyjet, therefore I travelled and some people who did not volunteer were invol denied boarding. besides a handful of volunteers, the remaining passengers who were denied boarding were those in rows 27 -31. some of those seated in 27-31 got onboard due to the volunteers coming from other seats.
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Old 21st May 2016, 07:41
  #4234 (permalink)  
 
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If you get these emails asking how they handled stuff, if you don't reply nothing changes. If they made a mess of it, let them know. The more people that tell them, the more likely they are to want to do something about it.
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Old 21st May 2016, 08:09
  #4235 (permalink)  
 
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If you get these emails asking how they handled stuff, if you don't reply nothing changes. If they made a mess of it, let them know. The more people that tell them, the more likely they are to want to do something about it.
I'd like to believe that was true, but my own experience is that they aren't interested.
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Old 21st May 2016, 08:43
  #4236 (permalink)  
 
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Try an e-mail direct to the CEO/MD and a letter to Daily Telegraph TRAVEL section. Don't become passive bar-room whingers. There are too many pilots doing that already.
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Old 21st May 2016, 08:49
  #4237 (permalink)  
 
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It's ironic in a way, just as Ryanair has embarked upon being customer friendly, easyJet has gone the other way.
For those advocating contacting the CEO, these are also ignored or palmed off to the fobbing off department of Customer services.
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Old 21st May 2016, 15:19
  #4238 (permalink)  
 
Join Date: Oct 2007
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I fly around 60 sectors a year, all for fun and paid for myself. I haven't flown easyJet for 4 years now, due to their discriminatory administration fee policy (13 for a solo traveller last time I looked). Get rid! Even Ryanair charge nothing extra these days.
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Old 21st May 2016, 17:53
  #4239 (permalink)  
 
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It's ironic in a way, just as Ryanair has embarked upon being customer friendly, easyJet has gone the other way.
For those advocating contacting the CEO, these are also ignored or palmed off to the fobbing off department of Customer services.
Question is whether the CEO being not from a customer services career background understands the issues ?
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Old 21st May 2016, 19:23
  #4240 (permalink)  
 
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Based on my own personal experience, and looking at other comments around the net, their Customer Services dept is either in meltdown and is unable to cope, is just straight forwardly incompetent or as a matter of company policy has decided to ignore customer contact that doesn't involve them getting more income.

If the CEO isn't aware or doesn't understand, well...
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