Booking Ref :-EGZT536
Dear Sir/ Madam,
I am writing to You regarding my flight on 06/09/2010 to LGW airport. I made online check-in and I printed my boarding pass. Easy Jet policy says :
“Check-in online
• Available from 60 days before your flight until two hours prior to the scheduled departure time.
• Conveniently print your boarding pass at any time during this period.
• Go straight to security at the airport – no queuing at check-in!
• If you are bringing hold luggage, drop it off at the designated desk before going to security
Proceed to your departure gate.”
Two hours before the flight I was at the airport. I did queue up, but because the printed boarding pass says :
“Hand baggage only? Go straight to security and departures…”, therefore I asked a member of staff if I could go straight to security. The gentleman explained me that I could go but the flight is delayed and they were not sure for the time of the delay. In five minutes time, it was announced delay with 2 hours and half.
There are other quotations from Easy Jet policy : If we advise you of a delay of more than two hours to your flight (where the flight is 1500km or less) or three hours (where the flight is 1500km or more) you will be offered Refreshment Vouchers.
In addition, you will be offered free of charge two telephone calls, or telex or fax messages or emails.
In despite of the delay the check-in was opened. I left for some time in front of the check-in desks. I passed through security (the aircraft has not been arrived yet). I made my way to the gate where I had stayed for approximately hour and half. The gate was opened. I was denied boarding and the reason for this was overbooking. According to the officials I had to rebook the flight. So I turned my step towards the relevant desk. Boarding was denied to another person as well. We wanted to speak to a representative of Easy Jet, where there was not such. The lady (Milena Georgieva) insisted not to be representative of Easy Jet, but only tickets selling agent (official of airport Sofia, phone number 9372399).We did not receive an adequate explanation for the happening. She was not even sure the plane would take off. Then we wanted to speak to a supervisor of the flight, whose name was Iliana Grancharova. At 15.45 the lady refused to come and talk to us. The airplane was still there. We were refused to be given a letter in English for the reasons of the denied boarding.
For this reasons I had to book a flight with another company (Swiss Air), and the ticket price was £244.72.The agent sold the ticket was Aerotour MM OOD.
Furthermore, I lost not only the ticket for the return (with Easy Jet, which I bought on 1st Sept, 2010 with cost £191.99), but I had to pay £244.72 more, so I can go back to my home and my family in London.

I book a return flight with easy jst back in August 2009 to travel in june 2010, i recieved an email 18/02/2010 telling me my flight had been cancelled, i tried calling them after waiting on the phone for nearly an hour i decided to opt for a refund of the flight that had been cancelled and re book with flythomascook. several hours later i recieved another email from easy jet to say sorry we made a mistake and your flight has not been cancelled, so now i have a flight with thomascook which i paid £250.00 for which is unrefundable!! its shocking and i am very angry with them.

This is what happened:


I've booked a ticket on Easyjet to fly with my baby to Marrakech yesterday, and have paid for an extra two pieces of luggage, in advance, on the internet.

when I went to Check-in, 2 hours before flight, I've been told that I was only allowed to 20 kilos total, whatever the number of luggage.

I explained that to me, paying for 2 pieces of luggage, meant twice 20 kilos, because when I buy one piece of check-in luggage, it gives me right to 20 kilos, so logically, if I pay the double, I get the double.

The manager told me that double the price was just to allow me have my 20 kilos split in 2 bags! It did not make any sens!

She offered me 2 options:

1- to pay over £250 excess luggage or,

2- to buy an extra seat for my baby under 2 years (supposed to travel on my lap) for £106, with an extra luggage.

As the second luggage was full of clothes for charity destined to an orphanage, I decided to leave it to the charity of the airport, if there was one, or leave it at the left luggage facility, for less than £7 per day, and call a friend to come pick it up for me.

I told The manager to check in the suitcase I was allowed to, and that I will manage for the rest a solution.

She answered: " I will not check your suitcase in until you get rid of the extra luggages"

I did not understand why she would have any rights over my private property and tell me how or when or where I would dispose of it, before even I check in or board!!!

The discussion went on and on. I tried to explain to her that if I wanted I could also open the bag, and empty the clothes one by one in the bin, my right to dispose of my belongings as I please!

She kept telling me that she wouldn't let me check-in unless I first get rid of my things, and kept saying that my only other option was to buy another ticket for my baby.

It was like a blackmailing situation, where I was cornered with my baby in my arms crying for his breast feeding, the passengers behind me were following the story and started trying to help me, they were all disgusted. The situation was very humiliating, my tears started flowing.

And this is the best part:

When she's seen my tears, she told me: " Ah! Crying? you're not even boarding this flight then. Please step aside until I say you are able to proceed, and until I say you can travel"

The whole thing was turning to madness, and I could see that she was doing all this on purpose. I think she decided that she did not like me and that she would do anything to complicate the situation.

Passengers who heard it all, behind me in the queue came to the rescue, giving her looks of disgust. She wouldn't change her mind, and she was so rude, giving me orders to step aside.

I begged her to finish my check-in so I can sort out my baby and the left luggage, and that I was too tired pushing the trolley with my right arm and pushing the pushchair with my left one, to go all the way downstairs to the left luggage facility and come back again, and I asked if there was any assistance to help me do all it faster, at least...

She said no to everything, I even offered that she sends someone with me after the check-in, to make sure she knows exactly what i am doing with my property.

She said No!

During all that time, my baby was crying of hunger, to the point that one of the easyjet persons who is in charge of the check-in queue, felt pity and brought me a chair, in a corner, to sit and breastfeed. I was so distressed, I was crying facing this tyranny...

My friend, who was following all this with me over the phone, told me: "Don't move, I'll buy a seat for baby now on the internet and it will be sorted".

So we purchased a new ticket over the net instantly, but the system booked it automatically for the day after! That's because we were only one hour and a half prior to my flight.

I got back to the check-in counter, and another lady agreed that the luggage issue was solved, because I bought another ticket, but she told me that now, I had another issue! The new ticket was for tomorrow's flight.

I asked her if today's flight was fully booked, she said " No, there are plenty of available seats"

I asked if there was a possibility for me to board on today's flight, nowing all I've been through, and to save me going back home, Gatwick express and minicab, and three floors with no lift, with baby and luggage, She said: "My manager can do that, I'll ask her"

And guess what?

The same very rude manager, who caused me and my baby all this distress, and made me pay an extra ticket that I did not need, That very same person, refused to let me board, and she sent to me another person, who told me that I had to wait until the flight closes, and that only then, I had to go to the Easyjet Counter to change my old ticket for tomorrow's flight, and pay another extra £45 for that, and fly tomorrow with baby. Because Their system couldn't make the booking for the same day!!!

I stayed another half hour waiting, for the flight to close, and after another session of breastfeeding baby, I went to the Easyjet counter, to pay the extra £45 to be able to fly the day after.

I asked the agent at the counter to give me a contact number to complain about his manager, and to change my date of flight.

And guess what he did?

He called the very same manager, telling her that I wanted to have a chat with her! I kept telling him during that call, that I did not want to deal with her anymore, and that I just needed to change the date on my ticket, and a contact number to complain.

She came to me and said: " My staff is not serving you, go away!" And she ordered the agent at the counter not to deal with my request, and she handed me a phone number to call and complain if I intended to.

So I'm back home, missing my holidays, and wasting my money in trains and minicabs: another £79...

I am filing a complaint and looking for other passengers she mistreated, to sign a petition against that Manager, in Gatwick Airport, Her name is Tara Lang.

Please contact me if you have experienced such a treatment from Tara Lang, and together we will act: [email protected]

Good Afternoon

I want to report what happened when I flew Easy Jet from Paris to London during the last week of June 2009. My partner and I were in the check-in line and watched in horror as passenger after passenger were made to unpack their belongings from their suitcase to their hand luggage to fulfill the Easy Jet restrictions.

When it was our turn we were also offered this dreadful experience which ended with us having to pay an excess luggage fee. After trying for half an hour to identify where to pay this fee, we finally settled the charge and returned to check-in. I was certainly not returning to the previous check-in desk and was lucky enough to find another open. We produced our excess luggage payment slip which this Easy Jet staff member found strange since our luggage was not OVERWEIGHT according to his scale. On reflection we did realize that all the passengers who were facing weight problems were checking in with the check in staff member we had previously had the displeasure of dealing with. Had she fiddled with her scale to ensure every person who checked in with her had to pay excess luggage? Do the staff work on commission. While we received a full refund from Easy Jet on our return to London, we received no apology from the thieving check-in staff member and I for one will NEVER EVER fly Easy Jet again. And I warn every person contemplating flying this airline to be on your guard for the crooks they employ.

Following a flight with EasyJet on Fri 24th April to London Gatwick from Inverness, I have 2 issues to complain about:
First: I was travelling with my 8yr old son and on boarding the plane we had to sit away from each other as there was not two seats together.
I know you dont give out allocated seat numbers, but I feel that your Air Hostesses should have made sure or tried to enable that a young child is sat with one of there parents.
Second: On the flight an Air Hostess dropped the safety briefing stuff out of the over head locker onto a ladys head. The Air Hostess did not ask how she was and said to her " that couldnt have been that sore" she showed no remorse or empathy and didnt even apologies.
The Air Hostess involved went to do her safety talk and was laughing most of the way through this at the other staff at back of plane. How Unprofessional!!!
On departing the aircraft at London, the lady involved got of the plane and as soon as she left the Air Hostess started talking about her and said that she was a bit of a drama queen!!
We all like to moan about the general public but if she wanted to talk about the woman she should have waited until all the passengers had got of the plane.
I would hope that this staff member involved will at least get spoken to about her manner and immaturity, she is a poor advert for your company, and gives your airline a bad name.
Louise Mcallan