EasyJet customer service

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Customer Service

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    • 08:00 to 20:00 hrs every day (UK time)
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Customer Support

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User Reviews

Posted by k wirja


tdy 29 april14 i flew with a group of 6, 3 couple from rome to orly by easyjet 4248, delay 1 hour, we are seating at the rear end, when arrv at orly pilot announce we should get off from front door, however the stewardess by the ZARA open the back door and force us to get off in heavy rain without anybody help with umbrella, when we look outside rain heavyly we dont want and she screamed and even said "I DONT CARE EVEN ITS RAIN" she force us to get off, when we arrv at the bagage claim we are soaking wet. easyjet you should hv review your stewardess manner !

Posted by Doug and Elaine


Dear EasyJet:

My husband (Douglas) and I (Elaine) flew on EZY990 (Venice to Naples) on 13 April 2014 . We considered the EasyJet staff to be highly unprofessional and the experience to be unacceptable.

A travel agent booked our flight, but we gather that we had one of your higher fares (if not the highest) as we were seated in the first row (1E, F). When we went to the Speedy Boarding line of the Bag Drop in the Venice airport, the EasyJet staff person told us that we needed to pay additional for our hold luggage.

There were two of us, and we had only ONE bag between the two of us. That bag weighed approximately 23kg. We had read your hold luggage rules and knew that we were allowed to ââ?¬Å?poolââ?¬Â? our luggage allowance, which we told the staff person checking our bag. She insisted our bag was over the 20kg limit per bag and that we had to pay an additional amount. We pulled out a written copy of your rules with the ââ?¬Å?poolingââ?¬Â? section highlighted and gave it to her. She still insisted we owed more money. We told her to read EasyJetââ?¬â?¢s rules, that we were well under our allowance by your own rules, and we did not owe additional money. We did not get nasty, but we did firmly stand our ground. After much arguing back to us and insisting we owed money, she finally told us she had looked at our booking and that we had paid for 2 bags and that she would not charge us any additional money. This was a ridiculous statement since we were 2 people with one bag on 2 fares (including Speedy Boarding and first row seating!), and were entitled to 40kg between us, just as were other people on even cheaper fares! We are not sure that we would have prevailed if we had not had the rules in writing to give to her (how many people could be expected to have a written copy of your rules?).

When we got to the gate and boarding time, we were in the Speedy Boarding line. The same two staff members who were at the Bag Drop were checking people to board the bus for the plane. The same woman told Elaine that I could only have ONE carry-on bag (we each had a medium size backpack and Elaine had a purse). While your rules do state one carry-on per passenger, most airlines in the United States also have the one carry-on rule, but you are also allowed one ââ?¬Å?personalââ?¬Â? item, such as a purse or briefcase. This was our experience over 60 years of flying and the way we had interpreted your rule. The staff member was adamant (and somewhat nasty about it) that Elaine had to get down to one carry-on. Since the boarding process was on-going and hectic, Elaine said she would conglomerate her purse into the backpack on the bus, which I did. This forced us to take all the contents of my purse and the purse itself, and very quickly stuff and cram everything into our two backpacks.

As we sat on the bus, we saw any number of other people who came on with 2 bags each. No, there were no additional people with them, no children, nothing but people with more than one carry-on each. This included a couple sitting directly across from us on the bus and directly behind us on the plane (and who were directly behind us in the Speedy Boarding line) who had a large roller bag, a large additional bag, and a larger-than-Elaineââ?¬â?¢s purse with them. When we got on the plane, Elaine talked to the English-as-first-language attendant, inquiring if EasyJet indeed had a ONE carry-on rule or not. She informed me it was supposed to be one carry-on per person, but that she was observing people as they came onto the plane and saw many violations of that rule. She said it was the Ground Crewââ?¬â?¢s responsibility, and that the Flight Crew could do nothing about it once the people came onto the plane with more than one bag. She also said, ââ?¬Å?This is the way it always is in Venice.ââ?¬Â?

Elaine informed the attendant that she would be writing this up for TripAdvisor (Elaine gets ââ?¬Å?very helpfulââ?¬Â? votes for most of the detailed reviews that she provides to TripAdvisor, an indication that people listen to what I write). The attendant also urged me to write EasyJet and even gave me the information on how to write to you. And, no, we did not get names of any of the staff involved because, frankly, we were too mad to think about it and things were too hectic.

I can also report that part-way into our short flight, the two attendants in the front of the plane (again, we were in the first row and the ONLY ones in the 6 seats of the first row, which also means there was no shortage of baggage space) got into a heated argument in the galley. This went on for about 5-10 minutes, and then evolved into them not speaking to each other or even looking at each other for the remainder of the flight. You could cut the atmosphere with a knife ââ?¬â?? we hate to think what the passengers on the next flight were exposed to.

It may well be that the rule IS one carry-on per person, but this rule should be consistently applied to all passengers, not picking and choosing who to apply it to. Passengers should not be vindictively singled out because they had to tell the staff their own EasyJet rules on hold baggage and insist that they stand by those rules. Also, people should not be allowed to circumvent the rules, based on the color of their passport, which also appeared to be the case.

This would have been a most unpleasant and unacceptable experience, even if we had paid a bargain basement fare, which we did not. We will inform our travel agent (Zicasso) of this experience and encourage them not to use EasyJet for their clients in the future. We will also write to TripAdvisor, informing people of this experience and encouraging them not to fly EasyJet.

We hope that EasyJet will take some action to better train its staff, particularly the Ground Crew in Venice, and we believe that EasyJet owes us a sincere apology for the actions of its staff.

Elaine and Doug

Posted by Anonymous


Your services is far below any reasonable standard, you claim to be open until 20:00 locale time and yet I called a number of times hours before that and received minutes of ringing, without talking to a machine never mind a person. And all this time during the ringing I was being charged .25 cents to listen to the phone ring, you charge before you're even on the line... despicable.

Incredibly dissatisfied.

Posted by Frustrated


Having serious trouble checking in online and tomorrow is Christmas Day and we are flying out Boxing day morning. Help.... Does anyone know if you can go to the airport without boarding cards printed out

Posted by sandra


having trouble checking in online

Customer Service Ratings

Based on 120 votes.

2.4

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EasyJet customer service news

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EasyJet flight delayed for after schoolboy saw passenger 'writing in Arabic'

technical support worker Adam Robson, 21, who was sat next to the man, said he first became aware of the issue when he felt kicking and banging on the back of his seat as one of the student's suffered a panic attack. He said: 'The guy had a notebook ...

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