easyJet shocking service at Gatwick!
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easyJet shocking service at Gatwick!
I must express my disappointment and anger with easyJet regarding the manner in which they handled passengers at Gatwick today. The service failure was systematic and systemic and highlighted the total lack of client/customer care throughout all levels of their organisation. This must certainly reflect managements attitude towards stranded travellers, whether on December 24, or not. Gatwick airport staff, including poor flight notice boards and tannoy announcements failed to keep passengers correctly informed as well. I can only conclude that this was because of lack of input from easyJet. To the easyJet captain who stood up on the N Terminal balcony this morning and promised that every effort would be made to get us to our destinations, nice try. Unfortunately it turned out to be an empty promise!
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easyJet shocking service at Gatwick!
Dear judgemental fellow. Did you follow said captain? Do you know how much or little effort was made by the individual in question.
And yes, as flight crew, I am much happier to risk my own life, the life of my crew, and the life of everyone else who is willing to get on board in questionable weather conditions. Honestly, I'd much rather fly the aircraft outside of its design limits, swamp the controllers, and use every last kilo of AVTUR than use any kind of risk-benefit analysis.
I also love when people shift the blame from one group to another. You seem to hold one airline responsible for an airport operator. Do you honestly expect a major systems fault to be corrected immediately? With how much manpower? At what cost? How often do such events occur? What rights do the staff have, and do you yourself apply such an ethic to your own working life?
And yes, as flight crew, I am much happier to risk my own life, the life of my crew, and the life of everyone else who is willing to get on board in questionable weather conditions. Honestly, I'd much rather fly the aircraft outside of its design limits, swamp the controllers, and use every last kilo of AVTUR than use any kind of risk-benefit analysis.
I also love when people shift the blame from one group to another. You seem to hold one airline responsible for an airport operator. Do you honestly expect a major systems fault to be corrected immediately? With how much manpower? At what cost? How often do such events occur? What rights do the staff have, and do you yourself apply such an ethic to your own working life?
Last edited by Dash8driver1312; 24th Dec 2013 at 21:53.
For 
sake - Gatwick North had a major power failure. Sometimes happens -what do you expect Easyjet to do - build a nuclear power station to sort things out?
if you are going to have a go at anyone, surely the problem is with LGW. By the way, how did your train journey go?
sake - Gatwick North had a major power failure. Sometimes happens -what do you expect Easyjet to do - build a nuclear power station to sort things out?if you are going to have a go at anyone, surely the problem is with LGW. By the way, how did your train journey go?
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Dash8Driver... You've totally missed the point on this I'm afraid. This isn't about davidjh asking you, or anyone else to go 'above and beyond...' to get him and all the thousands of other travellers home for Christmas.
This is all about reputational damage to both the EZY and LGW 'brands' -something that in this age of instant social media (Twitter, Facebook, news websites etc) can turn a 'problem' into a full blown crisis in a matter of hours.
I suggest anyone takes a look at any media websites and look at the trashing that those 2 firms are getting. It looks worse than p*sspoor for both of them, something that even Mr 'what do you expect for 50 quid, **** off' O'leary has learned about.
His point about the EZY Captain was that he belived the Capt did what he did in the expectation that his firm would make the effort to inform and attempt to transport those thousands of stranded pax. Sadly it looks like his management have let him and all those pax down, and in turn LGW's management have left pax to fend for themselves. Between the 2 firms its a 'nothing to do with me guv, now p*** off' attitude thats clearly alienated and upset such a huge number of people, especially at this time of year.
As I say, reputational damage can destroy firms and hard won goodwill can be lost in an instant.
This is all about reputational damage to both the EZY and LGW 'brands' -something that in this age of instant social media (Twitter, Facebook, news websites etc) can turn a 'problem' into a full blown crisis in a matter of hours.
I suggest anyone takes a look at any media websites and look at the trashing that those 2 firms are getting. It looks worse than p*sspoor for both of them, something that even Mr 'what do you expect for 50 quid, **** off' O'leary has learned about.
His point about the EZY Captain was that he belived the Capt did what he did in the expectation that his firm would make the effort to inform and attempt to transport those thousands of stranded pax. Sadly it looks like his management have let him and all those pax down, and in turn LGW's management have left pax to fend for themselves. Between the 2 firms its a 'nothing to do with me guv, now p*** off' attitude thats clearly alienated and upset such a huge number of people, especially at this time of year.
As I say, reputational damage can destroy firms and hard won goodwill can be lost in an instant.
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Oh please, it wasn't just easyJet affected at the North Terminal today, others including BA, Emirates, Thomson and Vietnam operate out of there and I am sure they had just as little info to update their pax with.
Cut them a bit of slack and if anything like poster above said, your issue is with GAL the operating company of the airport, not your airline!!
Cut them a bit of slack and if anything like poster above said, your issue is with GAL the operating company of the airport, not your airline!!
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Note that many EasyJet ground and air crew are giving up their Christmas day to fly out those stranded by the delays caused by flood damaged electrical systems at North Terminal (NOT EasyJets fault).
This is the first time Easy has ever flown on Christmas day.
This is the first time Easy has ever flown on Christmas day.
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So the world expects these companies to be absolutely perfect and never have anything go wrong.
Bear in mind that the power failure at LGW could easily have been outside the airports control (it could have been UK Power Networks of National Grid equipment)
No one died, no one was injured so safety was ensured by what back-up power was available.
Tell me how many of you have a back-up generator, heating and cooking at home in case of problems?
How many have a back-up car in case of breakdown.
How many know what is involved with safely cleaning a flooded sub-station, possibly replacing equipment so it can be switched back into use?
Do you think it is a couple of hours or maybe a day or two.
Despite what folk think it is not an "instant" world!
Bear in mind that the power failure at LGW could easily have been outside the airports control (it could have been UK Power Networks of National Grid equipment)
No one died, no one was injured so safety was ensured by what back-up power was available.
Tell me how many of you have a back-up generator, heating and cooking at home in case of problems?
How many have a back-up car in case of breakdown.
How many know what is involved with safely cleaning a flooded sub-station, possibly replacing equipment so it can be switched back into use?
Do you think it is a couple of hours or maybe a day or two.
Despite what folk think it is not an "instant" world!
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Phileas has last word
I will be in your patch in January, and hope that the services are working 100%.
Just watched a Programme on Phils food, on Discovery, makes me very humgry, forget the Turkey, give me stuffed frog any day.
Happy Christmas from Snow covered Middle East.
Just watched a Programme on Phils food, on Discovery, makes me very humgry, forget the Turkey, give me stuffed frog any day.
Happy Christmas from Snow covered Middle East.
Paxing All Over The World
davidjh I see from your public profile that you have a good understanding of how things work in public aviation transport and I do sympathise but, if you look through the history in these forums about information to pax during a delay - you will see the reasons why information often does not appear. And that with a 'simple' delay. This was different and people have died.
Southern England had one of the strongest storms in a long time - and only a couple of weeks after the last unexpectedly strong storm. Here are a selection of headlines from the BBC today:
BBC News - Two die as severe weather hits pre-Christmas travel
BBC News - Power 'to remain out for Christmas'
BBC Weather - Why is it so stormy?
BBC News - UK storm: Damage disrupts travel as more severe weather hits
BBC News - Stranded on a ferry: 'Injured people air-lifted to safety'
BBC News - Heavy rain and 87mph winds bring disruption in Wales
BBC News - UK weather: 'Floods not over,' says Environment Agency
You are safe and have access to communications (hence your post on here) so, sorry, but that means you're OK. YES, I'm sure it was frustrating and irritating and upsetting and cost you money BUT, now that I'm old I have learnt about delays to my life plans and their poper proportion.
Southern England had one of the strongest storms in a long time - and only a couple of weeks after the last unexpectedly strong storm. Here are a selection of headlines from the BBC today:
BBC News - Two die as severe weather hits pre-Christmas travel
BBC News - Power 'to remain out for Christmas'
BBC Weather - Why is it so stormy?
BBC News - UK storm: Damage disrupts travel as more severe weather hits
BBC News - Stranded on a ferry: 'Injured people air-lifted to safety'
BBC News - Heavy rain and 87mph winds bring disruption in Wales
BBC News - UK weather: 'Floods not over,' says Environment Agency
You are safe and have access to communications (hence your post on here) so, sorry, but that means you're OK. YES, I'm sure it was frustrating and irritating and upsetting and cost you money BUT, now that I'm old I have learnt about delays to my life plans and their poper proportion.
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GSA,
Services here are NEVER going to be working 100%!
I recall growing up in the south of London during, was it the Harold Wilson or Ted Heath, the early 70's power outages due to the miner strikes, particularly of an evening the family would sit around a home made candle of margarine and string ... one couldn't buy candles at that time in the shops, the country, myself included, was on a three day working week, and it was during that era there was a baby boom because many decided that during the extended hours of darkness there was nought else to do but to have sex.
How times have changed, regretably it's happened o Xmas eve but as soon as there's a power outage these days they're calling for "heads will roll" because they haven't been able to take the flight that they might have paid nigh on bogger all for.
I'm no fan of Maggie Thatcher, indeed she put me out of (Laker Airways) work back in the 80's, but she obviously got something right because these younger generations actually expect electricity wherever they may go!
Services here are NEVER going to be working 100%!
I recall growing up in the south of London during, was it the Harold Wilson or Ted Heath, the early 70's power outages due to the miner strikes, particularly of an evening the family would sit around a home made candle of margarine and string ... one couldn't buy candles at that time in the shops, the country, myself included, was on a three day working week, and it was during that era there was a baby boom because many decided that during the extended hours of darkness there was nought else to do but to have sex.
How times have changed, regretably it's happened o Xmas eve but as soon as there's a power outage these days they're calling for "heads will roll" because they haven't been able to take the flight that they might have paid nigh on bogger all for.
I'm no fan of Maggie Thatcher, indeed she put me out of (Laker Airways) work back in the 80's, but she obviously got something right because these younger generations actually expect electricity wherever they may go!
Last edited by Phileas Fogg; 25th Dec 2013 at 13:57.
The costs of giving out whatever info is available are close to zero.
If you do not know when "normal service" will be resumed - say so. And if you do not know when you will know, say so.
My worst ever airline "customer service" experience was with East at Gatwick. We had checked in and were airside. With no info whatsoever, no announcements, no nothing, Easy cancelled the flight about 20 minutes before departure time.
Clearly Easy knew there were pax airside.
We were ignored by Easy and everyone employed by the airport.
Eventually, a small group of us persuaded Security that we should not be where we were. The Security people escorted us back to landside.
It took hours for us to be reunited with our luggage. No thanks to easy.
It would have cost them nothing to communicate with us. We are still waiting for their apology. Pigs might fly.
If you do not know when "normal service" will be resumed - say so. And if you do not know when you will know, say so.
My worst ever airline "customer service" experience was with East at Gatwick. We had checked in and were airside. With no info whatsoever, no announcements, no nothing, Easy cancelled the flight about 20 minutes before departure time.
Clearly Easy knew there were pax airside.
We were ignored by Easy and everyone employed by the airport.
Eventually, a small group of us persuaded Security that we should not be where we were. The Security people escorted us back to landside.
It took hours for us to be reunited with our luggage. No thanks to easy.
It would have cost them nothing to communicate with us. We are still waiting for their apology. Pigs might fly.
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Todays headlines are tomorrows fish and chip wrappers....These morons who infest this social media with their faux`outrage` or jumping on a bandwagon, as we used to say, will soon be won back by Easyjet...How??..offer some cheap flights to popular destinations and they`ll be fighting each other for them on their beloved social networks
An approach pioneered by O`Leary, who has proved he understands the human need for greed
Happy new year to all
An approach pioneered by O`Leary, who has proved he understands the human need for greed
Happy new year to all
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And just how many of the folk wearing Easyjet uniforms do you all actually think work for Easyjet?
Is the necessary needed to solve these serious issues actually included in the Handling Agent's contract, fine it should be, but is it?
Yes the agent is a contractor for the airline but I doubt you will find an open ended contract to cover every eventuality.
Is the necessary needed to solve these serious issues actually included in the Handling Agent's contract, fine it should be, but is it?
Yes the agent is a contractor for the airline but I doubt you will find an open ended contract to cover every eventuality.
If you do not know when "normal service" will be resumed - say so. And if you do not know when you will know, say so.
How far down the pecking order do you imagine a passenger service person is, when the local electricity board is trying to find out how they can replace a transformer which is two feet under water ? The local electricity company doesn't give a hoot about a passenger to Torremolinos under cover in a terminal and is more interested in getting the problem solved without electricians being electrocuted.
I'm just saying that when you have a significant outage like this, everyone imagines their problems are top priority when in fact they are the bottom of the barrel in most cases. I'd be more concerned about getting the IC unit at the local A&E up and stable before a flight of drunks to Malaga can leave.
I know that a lot of people in Aviation hate customers as they are a dreadful interference when all staff want to do is enjoy them selves.
People in Aviation also hate to be told where their salaries come from. However, some Aviation Companies will one day simply close when an airline learns how to do Customer Service properly.
The Distribution 'leccies have been doing a great job over the holidays.
People in Aviation also hate to be told where their salaries come from. However, some Aviation Companies will one day simply close when an airline learns how to do Customer Service properly.
The Distribution 'leccies have been doing a great job over the holidays.
I have worked in a number of different sectors. I spent 4 years in Aviation.
Of all the different sectors that I have worked in, Aviation is the one with the worst customer service.
I suspect it comes from too many people in Aviation coming from a Civil Service &/or MoD background, or being trained/managed by someone with a Civil Service/MoD background.
The following is a typical response from some one in Aviation.
"In general nobody likes whiny insecure don't-you-know-who-pays-your-salary types"
Of all the different sectors that I have worked in, Aviation is the one with the worst customer service.
I suspect it comes from too many people in Aviation coming from a Civil Service &/or MoD background, or being trained/managed by someone with a Civil Service/MoD background.
The following is a typical response from some one in Aviation.
"In general nobody likes whiny insecure don't-you-know-who-pays-your-salary types"
