Another good flight with easyJet
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Tight Wire +1 
F3G
Not really. I was in Basel, Friday 18th Dec, return flight to Gatwick. Flight Cancelled.
Sent to Zurich for the evening flight. I reached Zurich on my own.
Evening flight cancelled. It was a mess all over Europe and we know it.
Well, airport operator handed me a paper and it sounded like: You've made your bed, now lie in it!
I made my way home and I managed to arrive on Saturday evening at 10pm (KLM flight from Schiphol). I am now waiting for the refund. I will let you know.
Capetonian
This is a good point and I fully agree with you.
It should be obvious your standards are different from mine, from F3G, from whoever. This should answer your "why?".
Nevertheless I pay a great tribute to EasyJet and RyanAir and I use them as long as I find convenient to do it (which does not mean that the fare is the lowest one as I consider many other "personal" factors).
Both fantastic airlines and very very safe to fly with.
I tend to prefer EasyJet, but this is only a personal taste.
If they would have been available 20 years ago, I would have been travelling all over Europe having a lot of more fun.
Ciao
Ulxima
F3G
Worth remembering that U2 provide hotac, if necessary, in the event of wx disruption
Sent to Zurich for the evening flight. I reached Zurich on my own.
Evening flight cancelled. It was a mess all over Europe and we know it.
Well, airport operator handed me a paper and it sounded like: You've made your bed, now lie in it!
I made my way home and I managed to arrive on Saturday evening at 10pm (KLM flight from Schiphol). I am now waiting for the refund. I will let you know.
Capetonian
I find they are up to the standards that I require
and I fully agree with you.It should be obvious your standards are different from mine, from F3G, from whoever. This should answer your "why?".
Nevertheless I pay a great tribute to EasyJet and RyanAir and I use them as long as I find convenient to do it (which does not mean that the fare is the lowest one as I consider many other "personal" factors).
Both fantastic airlines and very very safe to fly with.
I tend to prefer EasyJet, but this is only a personal taste.
If they would have been available 20 years ago, I would have been travelling all over Europe having a lot of more fun.
Ciao
Ulxima
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Ulxima
Sorry to hear of your experience - it's horrible to suffer like that.
This link may help you gt a refund of any overnight costs - from what you write, I can't see why you were not given HOTAC.
The relevant text from easyJet's T&Cs are....
easyJet.com - Carrier's Regulations
2. If your flight is cancelled as a result of extraordinary circumstances
If your flight is cancelled as a result of extraordinary circumstances which could not have been avoided even though we took all reasonable steps , including but not limited to:
* Air Traffic Control
* Weather
* Civil unrest
* Terrorist alerts and Security alerts
* Strike Action
* Unexpected flight safety shortcomings
easyJet will not compensate you further other than providing you with one of the following options (“Re-routing and Reimbursement Options”):
You will be offered:
1. Re-routing to your final destination at the earliest opportunity; or
2. Re-routing to your final destination at later date at your convenience and subject to availability; or
3. A refund of the fare paid for the journey not made. Additionally, where relevant, we will offer a return flight to the first point of departure at the earliest available time.
In addition, you will be offered free of charge two telephone calls, or telex or fax messages or emails.
Where you choose to be re-routed at the earliest opportunity:
1. You will be provided with meals and refreshments (or vouchers) in a reasonable relation to your waiting time; and
2. If an overnight stay is required because the reasonably expected time of departure is at least the day after the time of departure previously announced, easyJet shall offer you hotel accommodation and transport between the airport and the hotel (within reason).
Sorry to hear of your experience - it's horrible to suffer like that.
This link may help you gt a refund of any overnight costs - from what you write, I can't see why you were not given HOTAC.
The relevant text from easyJet's T&Cs are....
easyJet.com - Carrier's Regulations
2. If your flight is cancelled as a result of extraordinary circumstances
If your flight is cancelled as a result of extraordinary circumstances which could not have been avoided even though we took all reasonable steps , including but not limited to:
* Air Traffic Control
* Weather
* Civil unrest
* Terrorist alerts and Security alerts
* Strike Action
* Unexpected flight safety shortcomings
easyJet will not compensate you further other than providing you with one of the following options (“Re-routing and Reimbursement Options”):
You will be offered:
1. Re-routing to your final destination at the earliest opportunity; or
2. Re-routing to your final destination at later date at your convenience and subject to availability; or
3. A refund of the fare paid for the journey not made. Additionally, where relevant, we will offer a return flight to the first point of departure at the earliest available time.
In addition, you will be offered free of charge two telephone calls, or telex or fax messages or emails.
Where you choose to be re-routed at the earliest opportunity:
1. You will be provided with meals and refreshments (or vouchers) in a reasonable relation to your waiting time; and
2. If an overnight stay is required because the reasonably expected time of departure is at least the day after the time of departure previously announced, easyJet shall offer you hotel accommodation and transport between the airport and the hotel (within reason).
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Capetonian
It should be obvious your standards are different from mine, from F3G, from whoever. This should answer your "why?".
It should be obvious your standards are different from mine, from F3G, from whoever. This should answer your "why?".
What I expect is, more or less in this order, safety, reliability, punctuality (I consider up to an hour or so delay to be acceptable), a clean tidy aircraft, and a feeling that the company cares about retaining my goodwill and custom. I also expect a reasonably simply booking and modification process, and some contingency plans in case of a problem.
So far, and perhaps I have been luckier than others, easyJet have only once let me down, after hundreds of flights, and that was not a major event and was caused by a poorly trained junior employee with a bad attitude.
Another Easyjet account
OK, here's another story: Sunday 20th Dec, Easyjet LGW-MPL. We checked the Easyjet website before travelling having seen the number of flights that they cancelled on previous days: the flight was still scheduled to go. We arrived at LGW and went through security; our flight was still showing on the screens, though with a half-hour delay. 1.5 hours before the original take-off time, a PA was made specifying a series of Easyjet cancellations, ours not included. One hour later; suddenly the screen changed to show our flight as "cancelled". We went down to the "Menzies" desk (I had retained the info from the previous cancellation PA). The staff were handing out "Your Rights" photocopies: we noted the term that all rights were abrogated by weather-related cancellation. We had to wait over half an hour just for someone to decide to escort us back groundside. We had to wait with incoming passengers to clear Passport Control (not a short queue; Borders Agency staff were wondering what the heck was going on, since according to them there is a procedure to be followed which could have got us through rather faster). Another passenger from our flight was trying all this time to get through to Easyjet Customer Services/Bookings (remember, this is an 0870 number) on his mobile: he finally got through after many retries and holds. He was trying to find ONE seat to the south of France: he was told that there was nothing available before Christmas. We needed FOUR seats.
There was at no point any offer of any kind of help, never mind hotac, and as for booking on another airline, forget it! Groundside flight sales was under seige and evidently unable to help, telling people to go on the Internet.
We went back to my relative's home and got on the Internet: Easyjet's on-line system was fine if you wanted to change the booking (apart from the fact that there were no seats available) but VERY unfriendly if you wanted to claim a refund. As we have had previous need to use their "help" system, my email address was known to the system but it would not let us submit the claim with that email address: we eventually had to set up and use another address just for this claim. The only acknowlegement that we received was an automated one saying "please don't contact us again because we are receiving large volumes of requests" with no indication of a timescale for being dealt with. We have still not received any follow-up communication from Easyjet and no refund. I have been reading with interest the various reports about why this scale of cancellation was necessary, but one thing sticks in my mind: on that day, Ryanair cancelled 20-30 flights IIRC; Easyjet cancelled over 200. And no, the flights WEREN'T "cheap".
Regards
PBW
There was at no point any offer of any kind of help, never mind hotac, and as for booking on another airline, forget it! Groundside flight sales was under seige and evidently unable to help, telling people to go on the Internet.
We went back to my relative's home and got on the Internet: Easyjet's on-line system was fine if you wanted to change the booking (apart from the fact that there were no seats available) but VERY unfriendly if you wanted to claim a refund. As we have had previous need to use their "help" system, my email address was known to the system but it would not let us submit the claim with that email address: we eventually had to set up and use another address just for this claim. The only acknowlegement that we received was an automated one saying "please don't contact us again because we are receiving large volumes of requests" with no indication of a timescale for being dealt with. We have still not received any follow-up communication from Easyjet and no refund. I have been reading with interest the various reports about why this scale of cancellation was necessary, but one thing sticks in my mind: on that day, Ryanair cancelled 20-30 flights IIRC; Easyjet cancelled over 200. And no, the flights WEREN'T "cheap".
Regards
PBW
Last edited by papabravowhiskey; 4th Jan 2010 at 09:08. Reason: Can't type
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Easyjet fight cancelled. How to get reimbursement of alternative flight?
I had the same problem trying to fly from Gatwick to Madrid on the 22nd of December. Easyjet ground crew informed us that, since no alternative flights were available with them to Spain until after Christmas, we could buy a flight with an alternative carrier and then ask for reimbursement. I double and triple checked with them and they were clear about this point: as long as it was an economy/tourist flight they would reimburse it.
I spent more than 500GBP on a new ticket (Gatwick-Dublin-Madrid was the only way to get to Spain) and now all they are offering is reimbursement of the Easyjet original ticket (about 100GBP).
This is totally outrageous.
Does anyone have some advice about what I can do, please?
I spent more than 500GBP on a new ticket (Gatwick-Dublin-Madrid was the only way to get to Spain) and now all they are offering is reimbursement of the Easyjet original ticket (about 100GBP).
This is totally outrageous.
Does anyone have some advice about what I can do, please?
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F3G
Yeah, I was aware of EasyJet policy which sounded good and fair, IMHO, and I felt comfortable with it. That's why I had been using EZY, though not so often.
Unfortunately it seems that for some reason it applies only in the UK (maybe, given PBW experience!)
If any EZY employee who read this forum could give some explanations, I would appreciate it.
Yesterday I was in Basel again. The evening flight to LGW had been cancelled and the 3:15pm left at 8ish.
There were passengers left there with no HOTAC, no meals, no calls, nothing but a ticket for the next available flight (the following day).
A colleague of mine was on the evening EZY flight and I told him to join me on LX486 (BSL-LCY).
Capetonian
I am sorry, I did not mean your standards are low "tout court"
I fully back your expectations which are mine too.
Even the word "low" is in some way not right.
Well, if I pay less I just expect less.
If I pay more, or I am a program Elite member, I expect something more (within reasons and when necessary).
Yesterday I think I got what I was expecting for.
I was flying business class, my fellow colleague economy.
I asked the FA if I could leave my luggage in the business overhead and join my colleague in the economy if he managed to find a row of two available. Yes, I asked for a downgrade.
It ended that my colleague got an in-flight upgrade and we made our trip together.
I am honest, I would have never asked for a downgrade on long haul
I think each of us can have bad stories on airlines and/or alliances which are very good on average and viceversa.
For instance I have not been flying Lufthansa for 9 years now and I remember when I was a Senator (9 years ago I would have been a HONish
). I've simply banned them from my choice and the reason is they did not meet my expectations when needed and when it was necessary. But it does not mean they are a bad airline to fly with. It is just my own single experience.
Ciao
Ulxima
Yeah, I was aware of EasyJet policy which sounded good and fair, IMHO, and I felt comfortable with it. That's why I had been using EZY, though not so often.
Unfortunately it seems that for some reason it applies only in the UK (maybe, given PBW experience!)
If any EZY employee who read this forum could give some explanations, I would appreciate it.
Yesterday I was in Basel again. The evening flight to LGW had been cancelled and the 3:15pm left at 8ish.
There were passengers left there with no HOTAC, no meals, no calls, nothing but a ticket for the next available flight (the following day).
A colleague of mine was on the evening EZY flight and I told him to join me on LX486 (BSL-LCY).
Capetonian
I am sorry, I did not mean your standards are low "tout court"
I fully back your expectations which are mine too.
Even the word "low" is in some way not right.
Well, if I pay less I just expect less.
If I pay more, or I am a program Elite member, I expect something more (within reasons and when necessary).
Yesterday I think I got what I was expecting for.
I was flying business class, my fellow colleague economy.
I asked the FA if I could leave my luggage in the business overhead and join my colleague in the economy if he managed to find a row of two available. Yes, I asked for a downgrade.
It ended that my colleague got an in-flight upgrade and we made our trip together.
I am honest, I would have never asked for a downgrade on long haul
I think each of us can have bad stories on airlines and/or alliances which are very good on average and viceversa.
For instance I have not been flying Lufthansa for 9 years now and I remember when I was a Senator (9 years ago I would have been a HONish
). I've simply banned them from my choice and the reason is they did not meet my expectations when needed and when it was necessary. But it does not mean they are a bad airline to fly with. It is just my own single experience.Ciao
Ulxima
Last edited by ulxima; 7th Jan 2010 at 13:48. Reason: didn't read PBW post
Just as an update to my previous posting:
I received an email today (7/1/10) indicating that the refunds - of both the cancelled lights and the unusable returns - are now under way.
The downside is that today we were supposed to be going MPL-LGW with Easyjet (having found an alternative route out) ... flight cancelled around 11:30 local time for a 15:35 take-off flight.
Our onward flight from LGW-MAN with BA has also since been cancelled. No seats out of MPL are available before Monday
. Hence we have now booked ourselves on CCF-LPL on Sunday with FR.
Easyjet has changed its customer services system in the intervening days with the effect that requesting a refund of the original tickets is now a three-click process instead of the tedious and flawed process that we had to use last week.
Easyjet has cancelled around 140 flights thus far today ... FR is admitting to 38 cancellations.
PBW
I received an email today (7/1/10) indicating that the refunds - of both the cancelled lights and the unusable returns - are now under way.
The downside is that today we were supposed to be going MPL-LGW with Easyjet (having found an alternative route out) ... flight cancelled around 11:30 local time for a 15:35 take-off flight.
Our onward flight from LGW-MAN with BA has also since been cancelled. No seats out of MPL are available before Monday. Hence we have now booked ourselves on CCF-LPL on Sunday with FR. Easyjet has changed its customer services system in the intervening days with the effect that requesting a refund of the original tickets is now a three-click process instead of the tedious and flawed process that we had to use last week.Easyjet has cancelled around 140 flights thus far today ... FR is admitting to 38 cancellations.
PBW
Last edited by papabravowhiskey; 7th Jan 2010 at 14:08. Reason: incompetence
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Easyjet has changed its customer services system in the intervening days with the effect that requesting a refund of the original tickets is now a three-click process instead of the tedious and flawed process that we had to use last week.
It took some time to me to find the way for claiming the refund online.
However, when I finally suceeded in reaching the right page, the claiming process was very straightforward.
Just fill the online form, attach scanned receipts for overnight expenses, meals other relevant expenses and send.
Whether or not the accept the whole claim is another story. We will see it.
Ciao
Ulxima
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EasyJet Update
I have just received this e-mail from EZY and I like to share it with you.
Dear Customer
</SPAN>[FONT='Arial','sans-serif']You have recently requested some assistance from our customer services team at easyJet.[/FONT]
[FONT='Arial','sans-serif']As you are aware, there have been exceptional weather conditions throughout Europe for a number of weeks. This has caused many customers to contact our customer services team and we have received over ten times the usual volume of emails. From our records, we have seen that we have not yet responded to your request and this is below our usual next day standard.[/FONT]
[FONT='Arial','sans-serif']Responding to our customers as quickly as possible is a top priority for us, so we are already doubling the size of our customer services team to meet this demand. We're also looking at other ways we can speed-up replies.[/FONT]
[FONT='Arial','sans-serif']To help us respond quickly, can we ask if you could avoid sending follow-up emails to check the status of your initial contact? Further emails increase the backlog that we need to deal with, slowing down replies overall. Please be assured that we will respond to your original email just as soon as we can.[/FONT]
[FONT='Arial','sans-serif']We would like to thank you for your patience during this difficult time.[/FONT]
Yours sincerely
easyJet Customer Experience Team
I think all those who filed the online refund form should have received it.
It is an automatic message (I did not send any follow-up e-Mail since 24th December when I applied for the refund) and it does not add anything in concrete terms.
However it keeps my feelings positive towards this airline.
Let's see how it will develop.
Ciao,
Ulxima
Dear Customer
</SPAN>[FONT='Arial','sans-serif']You have recently requested some assistance from our customer services team at easyJet.[/FONT]
[FONT='Arial','sans-serif']As you are aware, there have been exceptional weather conditions throughout Europe for a number of weeks. This has caused many customers to contact our customer services team and we have received over ten times the usual volume of emails. From our records, we have seen that we have not yet responded to your request and this is below our usual next day standard.[/FONT]
[FONT='Arial','sans-serif']Responding to our customers as quickly as possible is a top priority for us, so we are already doubling the size of our customer services team to meet this demand. We're also looking at other ways we can speed-up replies.[/FONT]
[FONT='Arial','sans-serif']To help us respond quickly, can we ask if you could avoid sending follow-up emails to check the status of your initial contact? Further emails increase the backlog that we need to deal with, slowing down replies overall. Please be assured that we will respond to your original email just as soon as we can.[/FONT]
[FONT='Arial','sans-serif']We would like to thank you for your patience during this difficult time.[/FONT]
Yours sincerely
easyJet Customer Experience Team
I think all those who filed the online refund form should have received it.
It is an automatic message (I did not send any follow-up e-Mail since 24th December when I applied for the refund) and it does not add anything in concrete terms.
However it keeps my feelings positive towards this airline.
Let's see how it will develop.
Ciao,
Ulxima
Easyjet email
Yep, we got the same email this morning. I have looked at the "t w i t t e r" feed over the past few days (no, I don't use t w i t t e r, but others have been contacting Easyjet Customer Care via this route and it is interesting to get a feel for what has been going on) and get the impression that Easyjet has been pretty much swamped on all fronts for the last week or so.
Seems like the only things melting in the UK at present are Easyjet's scheduling, rostering and customer relations systems.
PBW
Seems like the only things melting in the UK at present are Easyjet's scheduling, rostering and customer relations systems.
PBW
Last edited by papabravowhiskey; 8th Jan 2010 at 11:46. Reason: Board software doesn't like t w i t t e r
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gimme dosh
just fired off my letter to Easyet asking for my 250euro per passengers for our cancelled flight from Manchester 21st Dec. Was one of only three flights cancalled that day from T3. All others went off. The other 2 cancelled flights were BA to LHR so I reckon they consolidated some and moved others to BD flights etc.
Passengers need to ask for compensation etc so Easyjet realise running such a tight ship that falls over so easily in the face of bad weather is not in the long run such a great idea. And no I didn't pay 50p for my tickets and expect national carrier prestige service!
G
Passengers need to ask for compensation etc so Easyjet realise running such a tight ship that falls over so easily in the face of bad weather is not in the long run such a great idea. And no I didn't pay 50p for my tickets and expect national carrier prestige service!
G
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A couple of weeks ago I emailed easyJet with some comments about the Speedy boarding + process at Liverpool, and the £3 'speedy security' charge levied by LPL airport (of course I know that's not their fault but they are a major customer and therefore have some influence).
I received the following reply from them (my email to them is at the bottom). It shows that they do read feedback and that they do care. This letter, even if part of it is standard cut and paste, stands in stark contrast to replies I've received in repsonse to complaints to British Airways.
I received the following reply from them (my email to them is at the bottom). It shows that they do read feedback and that they do care. This letter, even if part of it is standard cut and paste, stands in stark contrast to replies I've received in repsonse to complaints to British Airways.
Dear xxxxxxxxxxx
Thank you for contacting us.
I am sorry for any inconvenience you may have experienced due to the flight disruption and I would like to sincerely apologize for the long delay in response to your e-mail. This has been caused by high volume of e-mails that we received as the result of recent weather disruptions. We can assure you that this is not of our usual standard.
As I am sure you can imagine it is wonderful to receive positive feedback once in a while. I have passed your e-mail on to the Cabin Crew Manager, so that the member of staff involved can benefit from your praise.
We aim to deliver good service at low cost to our passengers and it is fulfilling to hear that we are achieving this.
Meanwhile, your feedback about handling of passenger at the Liverpool Airport is appreciated. In today's travel environment we are looking at every channel where we can better align our products and services to meet your travel needs. Your feedback about our operation is very important as constructive criticism such as yours lets us know what we need to do to serve you better in the future. We have specialized departments whose goal is to work with every issues to improve service. Please be assured that I have registered your feedback with them for information and internal review.
Further, I would like to inform you that £3 for fast track security is charged by the Airport Management and not by easyJet. Along with the above feedback, I have also forwarded your valuable comments regarding the fast track security fee to the Airport Management, which will help them evaluate their services.
You are a valued customer and I hope that we can be of service to you again some time in the near future.
I do hope I have been able to answer your question fully, if I have not, please click here and we will be more than happy to assist you further.
Yours sincerely,
xxxxxxxxxxxx
Customer Experience Champion
Customer (xxxxxxxx) 23/12/2009 03.27 PM
Despite the severe disruption of the last few days, the flight operated with only a slight delay and the cockpit crew kept us fully informed. Thank you.
However, the airport at Liverpool was chaotic. There was only one check in desk for Easyboarding Plus, and I think it is wrong that passengers are blackmailed into paying an extra £3 for fast track security because of the inadequate arrangements. I appreciate that to a degree this is beyond your control but you are a significant customer at the airport.
Thank you for contacting us.
I am sorry for any inconvenience you may have experienced due to the flight disruption and I would like to sincerely apologize for the long delay in response to your e-mail. This has been caused by high volume of e-mails that we received as the result of recent weather disruptions. We can assure you that this is not of our usual standard.
As I am sure you can imagine it is wonderful to receive positive feedback once in a while. I have passed your e-mail on to the Cabin Crew Manager, so that the member of staff involved can benefit from your praise.
We aim to deliver good service at low cost to our passengers and it is fulfilling to hear that we are achieving this.
Meanwhile, your feedback about handling of passenger at the Liverpool Airport is appreciated. In today's travel environment we are looking at every channel where we can better align our products and services to meet your travel needs. Your feedback about our operation is very important as constructive criticism such as yours lets us know what we need to do to serve you better in the future. We have specialized departments whose goal is to work with every issues to improve service. Please be assured that I have registered your feedback with them for information and internal review.
Further, I would like to inform you that £3 for fast track security is charged by the Airport Management and not by easyJet. Along with the above feedback, I have also forwarded your valuable comments regarding the fast track security fee to the Airport Management, which will help them evaluate their services.
You are a valued customer and I hope that we can be of service to you again some time in the near future.
I do hope I have been able to answer your question fully, if I have not, please click here and we will be more than happy to assist you further.
Yours sincerely,
xxxxxxxxxxxx
Customer Experience Champion
Customer (xxxxxxxx) 23/12/2009 03.27 PM
Despite the severe disruption of the last few days, the flight operated with only a slight delay and the cockpit crew kept us fully informed. Thank you.
However, the airport at Liverpool was chaotic. There was only one check in desk for Easyboarding Plus, and I think it is wrong that passengers are blackmailed into paying an extra £3 for fast track security because of the inadequate arrangements. I appreciate that to a degree this is beyond your control but you are a significant customer at the airport.
