13 April 2009


Easy jet
Airline company limited
Hangar 89, London Luton airport
Luton, beds
Lu2 9pf
uk


me and my wife check in the flight to lyon from gatwick airport at 5.am on the 12/04/09 Easter sunday to 16/04/2009, we both have mauritian passport with indefinite leave to remain in the uk, At the check in desk i specifically ask the girl at the counter whether we were fine to travel to lyon on our passport, she made a phone call then went to see her manager with all our travel documents the came back after 5mins and advised us that as we have indefinite leave to remain in the uk and wrote it down on the visa violation forms she had and inputted no visa required to travel, we were fine to travel, i was very happy and i was looking forward to visit my sister who leaves near dijon that i have seen for many years and it would have been a family reunion as she has not met my wife yet, we boarded the flight on time and arrived at lyon in no time at all, going through immigration at lyon airport and the officer asked me if we had a shengen visa and i replied that we have indefinite leave in the uk and was told by easy jet that we dont need one . the immigration officer asked us to wait aside and that someone is coming down to see us, to my surprise 3 police officers came and escorted us to the nearest police station where the senior officer examined our passport and said that we do not have a visa to enter france and that we will be deported back to the uk on the next available flight, i was really shocked and my wife was in tears as that just ruined everything for us, money we saved, time off we took from work and not being able to see my sister.we were put in a detention center for 10 hours until 9.25pm on the next flight to gatwick, we were locked in the small cell and guarde, we felt like prisoners, imagine i paid money to easy jet and never expected to be treated like this, I am diabetic and could not take any tablets as we were without a drink of water for 10 hours, i was feeling so weak, and dizzy as my blood pressure rose, , my wife has taken photos and videos to where we were held, we boarded the easyjet flight 5006 at 9.25pm and thought our ordeal was over as when we got back to the uk, easyjet has managed to loss our luggage and have to wait for my car for a long time which i have paid BAA long stay plus for 5 days because it was an early returned, hope you look into this matter for me as i dont want anyone else to be in the situation that i have the misfortune to be in, we are both traumatised and for sure would not travel for a long time coming
regards
patrick

I had my baggage damaged three times and with no response decided on a more informal letter... Basically was passed from pillar to post for so long that I had better things to do and gave up... which I think is what Easy Jet rely on! My second letter below...

EasyJet Customer Services




24 February 2004



Dear Stelios,

Re: EZY 425 to Glasgow and EZY 447 to Belfast

My suit is wet, my hair is flattened and the rain is dripping of my chin. This is your fault. Let me explain…


I had cause to contact your customer services department as my baggage and its contents were damaged during a flight to Glasgow on……… I have enclosed a copy of the correspondence, which relates to this incident and the response I received back. Please bear in mind that I followed the correct procedure as your website dictates and still I have been palmed off onto someone else.

With reference to my latest flight with you, not to mention the now almost compulsory substantial delay, I have cause to contact your company again. Once again my baggage has been damaged.

The baggage in question is a Samsonite rigid suitcase i.e. a robust and well manufactured suitcase which can live up to most things that travel will throw at it. This suitcase has travelled with me to far-flung corners of the world without incident and then miraculously bursts open on a 1hr10min flight from Bristol to Belfast with EasyJet.

My concern for my baggage was made clear in my previous correspondence so imagine my delight when my suitcase arrives open and is greeted with gasps of sympathy, cringe worthy hilarity and embarrassment by the 143 passengers on Track 1 at Belfast International. Cries of, “Oh! My! God! Someone’s suitcase is open” and “Ohhhh! Imagine if that was yours with all your underwear hanging out” and so on, were heard from several people amongst the crowd of bemused onlookers.

So why did I not report this at the airport? Well this one is easy. I was over 3 hours late. I had already missed one of my appointments and now had a red face and open suitcase to deal with. A quick check of my belongings and my infamous underwear at the feet of the above crowd and it seemed that nothing was missing. Had one of your reps been to hand then maybe, I may just have said something, but have you ever seen any of your reps past the one who stands at the top of the “Air Stairs”? No, I didn’t think so.

I knew something was missing when my mobile phone battery went dead. You see my mobile phone charger was in that suitcase. By process of elimination I would deduce that this was lost during the, “bursting and displaying”, incident I describe above. So, one trip later from the comfort of my hotel room to Phones4U for another mobile phone charger and my suit is wet, my hair is flattened and the rain is dripping off my chin. This is your fault.

Please can you tell me why:

1 – Your website put me to the trouble of emailing your customer services? when in fact they were unable to help.

2 – It takes 10 days for you to reply, but we have to report all incidents immediately at the time of the incident or theoretically this leaves us with little or no hope of ever being taken seriously?

3 – What you plan to do about the damage to my leather holdall, my samsonite suitcase, my printer and the loss of my mobile phone charger?

4 – After all the delays, the damage, the loss and the embarrassment why I should continue to use your airline?




Yours sincerely

I have been trying to get a refund for a duplicate fare from easy jet, they agreed back in February to pay the money, but after 9 months and about 4 emails a month still have not paid up. Would be grateful if someone could give me a head office phone number for them, as all I ever get is customer services, who either try and fob you off, or dont speak English, or the personal email for the company chairman. I think 9 months is a ridiculous time to wait for a refund.

I recently booked a flight through easy jet for me and my friend for paris, we were to book it online. We got to the confirm page and confirmed my details as well as my credit card and the page froze, not sending me a confirmation email. We waited and did it again as we were keen to get the flight, again same problem.

Easy jet has now taken the amount out of my credit card twice, and i am not booked on the flight. I no have to wait 28days for the money to be refunded as they have stuffed up.. What a joke... Also i now have to make a case to the head office to get all my fees and charges back. I am on holidays and now $800 out of pocket on my 4 week holiday!!! Never again!!!