How to Win When EasyJet’s Customer Service Fails

If you are looking for how to complain about delays, cancellations and your rights see All you need to know about booking/complaining about holidays/flights

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

United Breaks Guitars

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?

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BBC LookEast Evening and Late News 23/08/18

Look East interviews Ryanair CCO and Helen Dewdney

BBC Breakfast 5th August 2015 flight delays your rights

BBC Breakfast 5th August 2015 flight delays

 

BHS customer care mistakes which made it look like it didn’t care!

Faulty Product Faulty Customer Care at BHS!

Retailer in administration – your rights covered when BHS went into administration

I purchased an ice hockey game for a Christmas present last year for brothers who were obviously disappointed when they found that everything other than the table was missing! Seriously!

I took the item back (oh so you would have looked inside the box before buying would you? Yes well I didn’t, I didn’t think BHS was like a well known DIY stores with missing pieces in their kits did I?!)

So, I wrote to BHS. Why didn’t I take the item back to the shop? Why should I? More inconvenience! It was no use to anyone, wasn’t like they could sell it to anyone! I wanted a replacement though so would have done if it was for a replacement. But the service got worse so consequently did my willingness to be accommodating. Okay so there wasn’t much tolerance there in the first place and your point is? I was told that I would need to return the item to where I bought it and they could pull up the invoice so long as I bought it within a month. I informed them that it was not within the month. I then received an email saying that it was difficult to comment on whether the item was faulty. D’oh! I think it’s quite obvious if an air hockey set has all the pieces other than the table missing that the product is faulty? The actual table wasn’t faulty though, that much was true.

So, I wrote again spelling out the “fault”! They responded again. Their response ignored the point that I no longer had the receipt, (the item was reduced significantly after Christmas) so if I took the item back I wouldn’t get a full refund. I also requested payment for the diesel used in driving to take the item back, I didn’t request money for my time in doing so though, which was an error on my part but I did ask for redress for the inconvenience! They didn’t offer to source a replacement from another store which I requested either.

So I wrote again. I basically repeated myself and was told that I could contact my local store and see if they had any in their warehouses. Given the circumstances I would have expected the Customer Services staff to do this. You wouldn’t? Well perhaps you need to expect better service!

So… I wrote again (are you keeping up? This is the 4th time of writing to them. I said that I didn’t have the receipt. Yes, I did say that before.

I was told “if it is a manufacturing fault…” casting doubt on half the product missing being faulty and/or insinuating that I was not telling the truth! The first assumption would be stupid but not the first time staff questioned whether a box missing all the pieces was faulty, the second, well let’s just say that’s when I see red.

So, I wrote again saying I expected to be compensated for the travel and inconvenience and offered to post the item back if they provided me with postage. Guess what I got in the email response? A blank email. Yep, blank.

BHS repeatedly told the same thing

So… I emailed again. Okay I’ve lost count now. On the 6th time? This time I emailed the CEO though. I pointed out that my points regarding redress for the inconvenience had been ignored as had my suggestion of posting the item and the final question as to why I was sent a blank email. I also informed him that the unnecessarily long protracted correspondence had been with various staff which in itself is poor service, communication should be with one person to keep continuity. Bullet pointed the list of correspondence and the failure of staff to deal with the matter.

 

I received an email back from the CEO’s department. I got £30 refund and £15 BHS voucher. They said I could keep the table and do what I liked with it. Ideas on a comment? I sent a cheque for £30 to the boys (yep I think that went down better than the original present fully complete would have done!)

Evaluation

Very poor customer service! Repeatedly not answering simple queries. Begs the questions “What part about the parts are missing don’t you understand?” and “What part of “No” don’t you understand?” and (well you get the picture). It’s not good to have different people respond to a customer either. It’s rude, disrespectful and shows that they don’t care enough to see the problem through. Their customer care could do with reading this.

Customer Service 0 out of 10
CEO 5 out of 10
CEO Office 9 out of 10
Prize £30 refund plus £15 voucher

Rating BHS needs to take stock in more ways than one!

Top 20 Tips for Complaining Effectively