How to Win When EasyJet’s Customer Service Fails

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The Complaining Cow jumped half heartedly over the moon eventually…

So airlines difficult to get money back from? Yes, on the whole, mainly I think because it’s the same old complaints and they know just how to put people off, the same old excuses churned out and they can afford to lose customers. But I’m here to show you that if you keep to my tips (many of them in this case!) and persevere you can do it! (Added to the fact of course that now, with Social Media and Review sites etc., it is much easier to spread the word about bad customer service).

A friend of mine used EasyJet for a holiday with her family. Whilst there, her mother in Law became seriously ill and they had to fly home. EasyJet wanted to charge £1000 for the flight home. In fact they got it for £700 from an Internet cafe. That was for 4 of them one way on top of what they had paid! They, like I thought that was exploiting the fact that they needed to get home before her Mother in Law died. Bear in mind of course that EasyJet would have sold their existing tickets on for more profit. Had her Mother in Law died whilst they were on holiday they would have had their money refunded. Even I am stuck to put a light hearted spin on that state of affairs!

When they got back Jo complained. As you would expect they got some standard rubbish back about prices and their Price Policy. They did say they would pay back the tax. Generous huh? No. Because they then backtracked on that saying it was a transfer. I disagreed. I also disagreed with them that my friend and her family should have to trawl the Internet with no help from the EasyJet Customer Representative. I disagreed that EasyJet should make a profit on the situation. I disagreed that they should not be compensated for the inconvenience and misinformation they were given. So, being quite a disagreeable soul I took to work.

I would have liked to have made this complaint so many people could see but unfortunately the rather brilliant Dave Carroll got there first in shaming an airline by performing the song that went viral

Anyway, I can’t sing. So out came the hooves and I reverted to type. Did you see what I did there? Clever pun huh? No? Okay back to complaining.

Now, Jo won’t mind me telling you that her written English is rubbish, her emails informal (kisses I tell you KISSES – is there a sighing emoticon one can use? Insert it here!) and well let’s just say when I sent her my version of a complaint to send to the CEO she said it scared the poo out of her! She may have put it less eloquently…

Anyway, where was I? Ah yes, pointing out the error of EasyJet’s ways. I wrote an email for her to the CEO (you can get contact details for any CEO at ceoemail.com) and pointed out the following:

1)    I am fully aware that one takes a risk in flying with a budget airline and can expect to pay more if changes need to be made. However, charging such an extortionate amount more for a different flight I believe is profiteering.

2)    The customer services representative stated that “Sometimes if a flight is not selling as well as expected we would reduce the fare to encourage people to book.” They booked at about 6.00pm for a 10.15am flight the next day. This contradicts what the representative says. There was little time left for people to book and to have 4 tickets available (and there were more) then clearly there was scope for these flights to be cheaper!

3)    The original tickets were approximately £550 including the extras. The actual flights were about £90. They then had to pay an additional £675 (£1000 if booked directly at the desk). Easyjet would presumably have sold the original flight on for at least £675. That makes an additional approximate £1300 profit for Easyjet on top of the original acceptable profit. Nearly 250%! Stunning profiteering I believe!

4)    Easyjet needs to treat all customers equally, so, does that mean it takes advantage of every customer who finds themselves in a difficult situation?

5)    Why should it be cheaper at an Internet cafe trawling through flights than just transferring the flight dates directly with EasyJet!

6)    The representative had offered to refund the tax and this offer was withdrawn as he said that they had transferred the tickets! More contradiction! This is incorrect, they bought new tickets and so they are entitled to at least the tax back. EasyJet even charged again for speedy boarding and baggage – how is THAT is a transfer?!

7)    The correspondence to date was forwarded and the point made that the last email hadn’t even gained a response. (The one of pointing out their contradiction..)

8)    EasyJet’s guidelines on “Refunds and Cancellation fees” state that “In exceptional circumstances, however, EasyJet will consider issuing a credit in the event of the bereavement of an immediate family member provided that the claim and a copy of the death certificate are submitted by post to the EasyJet Customer Services Department.” Not only were they not advised of this by the EasyJet representative, they were not advised of it by any Customer Representative on holiday or in correspondence. With a charge of £30 per customer, totalling £120 I should be refunded the £675 minus £120. A total of £555.

She got her £550 in EasyJet vouchers….

Have you had dealings with EasyJet and other airlines? What’s your experience of their customer service?

Evaluation

Very poor customer service! Obviously! She got the £550 but I feel that this was just a refund don’t you?

Customer Service 0 out of 10
CEO 7 out of 10
Prize £550

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