EasyJet - 4
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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.
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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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.
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.
"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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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...
EI-BUD
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...
EI-BUD
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Do I really have to spell this out?
The bag guarantee is for a small bag, smaller than you can seriously use for even a short trip. Thus most people take the largest allowed and just hope that it doesn't get taken from them and put in the hold. To minimise the chances of this happening, they try and get on first and get their bags stowed before the racks are full. The last on get their bags taken from them.
easyJet turnrounds took a big hit after allocated seating was introduced, because passengers saw no need to join the queue and rush aboard. The introduction of the cabin bag guarantee system gets people nice and competitive again. In theory no more bags get put in the hold than before but, now that the new policy is spelt out in bold, passengers are twitchy and want to get on board first. I applaud easyJet's OTP but at what human cost?
I'm in do doubt that easyJet is excellent at responding to specific Customer Relations complaints, but I don't think one small voice will make any difference in this instance.
The bag guarantee is for a small bag, smaller than you can seriously use for even a short trip. Thus most people take the largest allowed and just hope that it doesn't get taken from them and put in the hold. To minimise the chances of this happening, they try and get on first and get their bags stowed before the racks are full. The last on get their bags taken from them.
easyJet turnrounds took a big hit after allocated seating was introduced, because passengers saw no need to join the queue and rush aboard. The introduction of the cabin bag guarantee system gets people nice and competitive again. In theory no more bags get put in the hold than before but, now that the new policy is spelt out in bold, passengers are twitchy and want to get on board first. I applaud easyJet's OTP but at what human cost?
I'm in do doubt that easyJet is excellent at responding to specific Customer Relations complaints, but I don't think one small voice will make any difference in this instance.
Last edited by pilothouse; 3rd Nov 2013 at 07:25.
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pilothouse, I may have missed comments relating to this, I agree the bag guarantee bag is very small in size but if you are a frequent flier, you may consider easyJet plus, it means the previous size bag is guarantee to say on board. I think for a few reasons if you fly remotely frequently easyJet plus is value for money. I get great value from my subscription.
Last edited by EI-BUD; 2nd Nov 2013 at 22:30.
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EI-BUD
I think we posted simultaneously. Your first post brings me back to my starting point, that easyJet is fundamentally a good operation at a good price. Your post confirms that everything does not quite join up.
You are not the first to mention Plus. I cannot justify it for my frequency of travel. But would you please explain because I just don't get it, even if you wait and join the end of every queue, don't you find that you still spend too much of your time being penned, and on your feet unable to sit down and do something useful? If not, then maybe I'm just unlucky in my choice of airports.
Get it right by responding sensibly to feedback, and allowing passengers a bit of dignity throughout the experience, and easyJet will be everyone's favourite airline . Genuinely, not like Big Airways that thinks it is when it clearly isn't.
I think we posted simultaneously. Your first post brings me back to my starting point, that easyJet is fundamentally a good operation at a good price. Your post confirms that everything does not quite join up.
You are not the first to mention Plus. I cannot justify it for my frequency of travel. But would you please explain because I just don't get it, even if you wait and join the end of every queue, don't you find that you still spend too much of your time being penned, and on your feet unable to sit down and do something useful? If not, then maybe I'm just unlucky in my choice of airports.
Get it right by responding sensibly to feedback, and allowing passengers a bit of dignity throughout the experience, and easyJet will be everyone's favourite airline . Genuinely, not like Big Airways that thinks it is when it clearly isn't.
Last edited by pilothouse; 2nd Nov 2013 at 22:40.
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Others have mentioned that the boarding experience is no different on BA than on easyJet. I think this remark remains true for departures ex BA airports. BA have jetties for the most part. But when you get to airports like LPL and BRS that have heavy LOCO presence, the BA comparison is duff.
I've been to LPL on a Winters night and you are practically outside in the queue before the aircraft has come to the gate. This won't change. There is an immense focus on OTP, to the point where weekly there is a league table of airports stats. Airports need to get the plane away on so punctually. Carolyn makes a point on saying the best performers per week. These stats are used when negotiating and dealing with airports and handling agents. Sadly, with such a lean operation, I dont see any of this changing anytime soon.
EI-BUD
I've been to LPL on a Winters night and you are practically outside in the queue before the aircraft has come to the gate. This won't change. There is an immense focus on OTP, to the point where weekly there is a league table of airports stats. Airports need to get the plane away on so punctually. Carolyn makes a point on saying the best performers per week. These stats are used when negotiating and dealing with airports and handling agents. Sadly, with such a lean operation, I dont see any of this changing anytime soon.
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easyJet turnrounds took a big hit after allocated seating was introduced, because passengers saw no need to join the queue and rush aboard. The introduction of the cabin bag guarantee system gets people nice and competitive again. I applaud easyJet's OTP but at what human cost?
I sit at the pointy end AND commute every weekend with the company.
In fact I remember, right after allocated seating was introduced, being surprised that everyone is still queuing.
The bag guarantee is just a way of making the policy a little more clear and is really a better version of what happened before.
I.e if we have too many pax vs bags checked, some bags will need to go in the hold.
So this new policy just re-affirms that with passengers AND gives them the option of making sure their bag isn't loaded into the hold.
Regarding the PLUS card, I also have one and can only recommend it.
I'm relaxed, I skip queues, I'm the first to board and always have space for my bag... plus if there is pre-boarding (which I don't mind, internet and drink in hand) I always get a seat.
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And you get your choice of seat at no extra cost. Plus there is 10% discount on car parking. Though I have to admit I always can get same deal from the car parking company often...
Last edited by EI-BUD; 3rd Nov 2013 at 01:40.
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I'm beginning to think that most of this is all down to airports. I tend to use LPL, MAN, BRS and SXF. Are these notably worse?
I chatted to crews after allocated seating was introduced and they despaired about the sluggish turnrounds. Now I've seen boarding after the new cabin baggage policy, the rush seems to be back. Merely my observations.
If you have Plus, can you always get to the front? I've noticed that some corridors are jammed, and by people who do not want you to get to the front. Is easyJet concerned if you can't get to the front? Go on, sell me one - seriously, I'm interested now!
I chatted to crews after allocated seating was introduced and they despaired about the sluggish turnrounds. Now I've seen boarding after the new cabin baggage policy, the rush seems to be back. Merely my observations.
If you have Plus, can you always get to the front? I've noticed that some corridors are jammed, and by people who do not want you to get to the front. Is easyJet concerned if you can't get to the front? Go on, sell me one - seriously, I'm interested now!
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Things aren't perfect, I never would say they were....however.
Guaranteed Bag
There are some folk who just don't want the 'hassle' of having their bag placed in the hold. On very busy flights (very dependent on route and time) it's not/wasn't always possible to accommodate everyones bags. I guess Easyjet could have charged for cabin baggage or enforced a reduced dimension bag. Instead what they say to people is, if you want your bag guaranteed to be kept with you in the cabin on busier flights then you should adopt the guaranteed bag dimensions. That way it will fit under the seat and it will always fly with you. The bag size is bigger than you think.
Even with the bigger bag it the chances of you being parted is fairly slim and in many ways it is just like unallocated seating. Only the last few passengers on very busy flights got sat apart.
N.B if passengers are considerate when stowing carry on baggage then that helps a lot. i.e place coats on top of bags, place carrier bags under the seat, place bags wheels in first etc etc.
Allocated Seating Vs Turnarounds
Easyjet's turn times and OTP is still right up there. I've not noticed any real effect on turnaround times. Some crew, notably those who had only ever known Easyjet, didn't particularly like allocated seating to start with simply because they knew nothing but free seating. And there is sometimes an element of protectionism of the 'old Easyjet' among those who have been there for years.
Customer satisfaction has increased immensely with allocated seating and apart from the odd question about seat locations I really can't tell any difference when boarding on a day to day basis.
Customer Relations
I can't comment on specific experiences but I can assure that feedback about crew, both positive and negative, gets fed back to crew including individuals. Make no mistake about that. You can also e-mail Carolyn direct. Inevitably there will be someone screening the e-mails i'm sure but I know people who have had personal responses and she often comments via her communications about specific feedback she has received.
Guaranteed Bag
There are some folk who just don't want the 'hassle' of having their bag placed in the hold. On very busy flights (very dependent on route and time) it's not/wasn't always possible to accommodate everyones bags. I guess Easyjet could have charged for cabin baggage or enforced a reduced dimension bag. Instead what they say to people is, if you want your bag guaranteed to be kept with you in the cabin on busier flights then you should adopt the guaranteed bag dimensions. That way it will fit under the seat and it will always fly with you. The bag size is bigger than you think.
Even with the bigger bag it the chances of you being parted is fairly slim and in many ways it is just like unallocated seating. Only the last few passengers on very busy flights got sat apart.
N.B if passengers are considerate when stowing carry on baggage then that helps a lot. i.e place coats on top of bags, place carrier bags under the seat, place bags wheels in first etc etc.
Allocated Seating Vs Turnarounds
Easyjet's turn times and OTP is still right up there. I've not noticed any real effect on turnaround times. Some crew, notably those who had only ever known Easyjet, didn't particularly like allocated seating to start with simply because they knew nothing but free seating. And there is sometimes an element of protectionism of the 'old Easyjet' among those who have been there for years.
Customer satisfaction has increased immensely with allocated seating and apart from the odd question about seat locations I really can't tell any difference when boarding on a day to day basis.
Customer Relations
I can't comment on specific experiences but I can assure that feedback about crew, both positive and negative, gets fed back to crew including individuals. Make no mistake about that. You can also e-mail Carolyn direct. Inevitably there will be someone screening the e-mails i'm sure but I know people who have had personal responses and she often comments via her communications about specific feedback she has received.
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Brussels & Paris are interesting choices for new routes from Gatwick. I always assumed that others withdrew because they couldn't make money on either route due to the dominance of Eurostar but clearly easyJet see things differently.
The Paris route from Luton seems to work well so good luck to them. It wonder if we might also see Luton-Brussels added at some point too if the Gatwick route proves popular?
The Paris route from Luton seems to work well so good luck to them. It wonder if we might also see Luton-Brussels added at some point too if the Gatwick route proves popular?
I notice that the sector lengths for much of the expansion at Gatwick this week (not just Brussels/Paris) are rather short. Is this a reflection of the timings of the Flybe slots or rather a corollary of the aircraft ordering saga with Stelios and thus being short of aircraft at the moment ?
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I hadn't thought of that but does make sense when you think of the Flybe routes they're replacing. I guess by adding lots of short sector routes they maximise the benefit of the additional slots?
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Arrival and depature slots must fit. So you cannot use slots used by BE for flights to JER or NQY for flights to Egypt or Greece. Of course you can combine as much as you like with the pool of slots you have, but without wrecking your whole network there are probably limits to what makes sense.