EasyJet took over GB Airways, a wholly owned subsidiary of British Airways as from January and many people booked on flights booked through BA have been re-assigned flights on EasyJet from end of March.
We booked specific flight times to accommodate (a) our son's having to be in-school for an exam, and (b) my husband's need to be in a meeting by 9am on the day of our return. When we were told of the takeover we were assured that all bookings would be honored: nothing was said about any alterations being made to days or times.

Emailed EasyJet at the time (January) to make specific inquiry about our booking - no reply. Emailed again two weeks later - no reply. Emailed for a third time - got automate reply that "all bookings will remain the same unless we notify you of a change". In other words, any sane and reasonable person would think that flights and times would remain the same, right? WRONG!

Eventually got something through from EasyJet (and they use the smallest font size imaginable, something like a 5 ot 6) and the only bit in easily read type was the bit "Do you accept flying on EasyJet" - so of course, having been reassured that all flight times and dates would be the same we said yes. Now we discover that the flight out is nearly 5 hours earlier - so school permission needed for child to miss classes, and we've just been refused. Then husband's flight back is now 12 hours later so he can't make meeting.
Have spent at least 40 minutes trying to contact EasyJet by phone for 2 weeks - have never made it through to an operator. Have tried dialing number before the official opening time, get straight onto hold and call never taken. Have resorted to hanging on for as long as it takes - longest was over 3 hours on hold, then cut off as their working day had finished.

Have tried emailing them asking for reply - NOTHING.
Have tried emailing them to ask them to call - NOTHING.

Have tried to contact their HQ - all you can get is a 'customer experience' line - eventually got through to a real live body (nearly dropped phone in shock!) but after some pleasantly accented platitudes he then told me he couldn't do anything about bookings!

BE WARNED: The EasyJet 0905 numbers are cosed at 65p per minute and upward. The 0871 numbers are costing you 30p per minute. God knows how much the 0800 number costs. Easy and Stelios should be ashamed of themselves. British Airways should take some responsibility for the shameful treatment of what were THEIR customers and sort it out. Fly EasyJet? Never willingly. I'll sell the holiday home if the only way to get there is by using this appalling "airline".

Stelios, get your act together. Get off the TV promoting yourself and do something constructive, like sorting out the augean stables that is your administration and customer service operation.

Checked in with hubbie and kid for flight to Luton on time and went straight to Security - delayed there by mega-long queue and staff shortage - got to Gate 10 mins to spare and told bumped from flight and £35 each to "transfer" to Stansted. Stone-faced girl @ Sales said £292 - had no option but to pay - and an hour later heard not from Easyjet but from 2 other passengers bumped before us from same flight that Head Office had approved £35 charge. Found someone to process this who printed out £292 charge and said it would be refunded minus £35 each - when being steamrollered what choice have you but to agree?

On return from London checked credit card and no refund - no reply from "reply to you within 24-hours helpline", tracked down phone number with live person on end (no mean feat) who told me he was refunding as we spoke... no refund. Took several more emails and over a week to get "refund" of £197 -( don't know where they get their figures from) after being assured each time it was sent to different credit card or bank accounts.

Return flight was 30 mins late leaving... no refund. I arrived on time for checking, had zero control over Security, did not hear even ONE announcement re flight closure and could not have proceeded even if I had and got to Gate before flight was to leave and I get charged and redirected and grief - looks like contemporary highway robbery but there is no Sherrif to stop this theft.

I have arrived in London from Budapest, and I found my baggage completely damaged. The locker was fully removed and for my surprise the bag was partially open... Some of my clothes were stolen and I found some of my other stuff also missing. I was very disappointed with EasyJet, not even for the damage and all the losses, but also for the charge of a so-called "speed-boarding", which is completely useless at the Budapest airport, despite being charged for that... Next time I will certainly look for a better way of traveling...

I will never travel with easyjet again!

I travel frequently from Malaga to London, I have traveled with easyjet and other airlines, the last time I flew with easyjet (in may 2007), first I had to wait more than 2 hours to check in at the easyjet check in desk which was bad enough but when I landed in Malaga my bag didn't come with me, so I started the very painful process of getting confirmation from Easyjet to take to my insurance company. I reported the bag at the airport, sent in the forms and waited but I didn't receive any confirmation which is essential for my insurance company to pay me, I call day in and out and I always get different answers, its in the post, I am sorry but it hasn't been processed, you will receive it any day now and the bullshit goes on and on, now 10 weeks have passed and I still haven't got this single peace of paper I need from them (p.s. you have to waist your time by calling them, usually hard to get through, forget emailing they take 15 days to respond), the last call an hour ago I was confirmed once again that all papers where there and any day now I would receive my confirmation (once again), and no they cant do anything other than wait. So my verdict is even thou you might save a few euros (which actually isn't the case in most flights for me, other airlines have been cheaper now and offer 10 times better service) its just not worth it.

Easyjet came out strong when it was launched with the right product at the right time but has gone really sour and should strongly be avoided.

Re: EasyJet

I Monshur Bari booked Easy Jet tickets on the 26th April 2007, Booking reference number ECG2KN3 and ECG2M2T. It was supposedly to be a nice family holiday, my mum who suffers from diabetes always dreamed of going to Spain, my son who just turn 1 years was going on his first holiday. My three little sisters age 17, 12 and 6 were very excited as this would be their fist visit to Spain, Alicante, myself and my wife.

04:40hrs I arrived with my family At Easy jet check-in, when producing my booking reference print out i was told that i was not on the system. I was then asked to make my way to the Check-in-counter where they will deal with my problem.

04:50hrs The check-in customer representative Salina explained to me that my booking was canceled due to Fraud Activities taking place on my credit card. I was in despair when i heard this news as i was bamboozled to were this information came from since i was not aware of this. I explained to her, that Easy Jet has taken payment for the bookings i made 26th April and what she was saying must be some kind of mistake.

05:00hrs Floor manager Tracy was very rude she embarrassed in front of other customers, accusing me of committing fraud, in which i got very upset and angry. Tracy explained to me that i could not book the flights with my credit card and that i should pay with cash. i explained to Tracy that i was not informed by Easy jet by e-mail of this situation as i booked one month prior. Tracy responded that Easy Jet do not respond to e-mails which might be involved in fraudulent activities. I explained to Tracy that if that is the Case, Easy Jet should have contacted the card company the payment was made with in return they would get in touch with the card holder, which was me. At this point i was calling up my credit card company to confirm that Easy Jet has taken payment from my card and no so- called refund was received, which was confirmed by the Halifax customer service officer.

0510hrs I excepted the fact that there must be some kind of mis understanding, to resolve the situation to get every body on their way I opted to pay for it in cash. i handed the money over only to find out that Easy Jet have sold my seats and there were no seating available. to this i was furious, you can understand my situation at 5am with my family i just wanted to get to my destination. I was given a reason from Easy Jet who are under mining Halifax credit card service that there were fraudulent activities taking place on my card, which resulted in my booking being canceled. When there was no such thing which i can confirm in writing from Halifax bank.

05:20hrs I refused to except any liabilities and demanded that Easy Jet put me and my family on an early flight to Alicante as they have caused a great error, i refused to leave the desk until so... Jeanette (manager) called the Police on me.

05:30hrs P.C Cole arrived on the scene Badge no. CC601 Job Serial No: 161 after his conversation with me, he concluded after providing him with evidence, Pc Cole physically speaking with Halifax credit card service agent to confirm that easy jet has taken payment for the booking i made and the money was not refunded. Pc Cole also Clarified the Visa card i made the initial booking was in no form part of a fraudulent use. Pc Cole informed I should come back to the desk at 09:00hrs to speak with the finance team who will try and resolve my situation.

09:00hrs came back to the desk to call the finance this is the response i got as following e-mail:

Thank you for contacting easyJet. Below is the details of your request and our response. Should you need to contact us further regarding this matter, then please visit the contact us section of easyJet.com and submit another question.

Subject:

pax req conf of what happened on his booking, which was canx due fraud.

Discussion Thread
Response (Petra Wax) 23/05/2007 09.35 AM

Dear Mr Bari

I am writing to you regarding your booking ECG2KN3.

I was very sorry to hear that your booking was canceled and for this I would like to offer you our sincere apologies.

As discussed on the telephone, I can confirm that your booking was canceled due your contact details being to another booking, which was canceled on request of the card holder bank due to fraud. I can confirm that the amount of £654.50 was refunded back to your bank on 27th April 2007 and we would advise you to claim the amount through them.

Once again, I would like to apologize for any inconvenience caused. To read more about our policies, please click on the following link http://www.easyjet.com/EN/Book/regulations.html

For quick reference, many questions can be answered under the "Let us help you" section in the bottom left corner of our website.

Thank you again for contacting us Mr Bari. If you need any further help, please don't hesitate to contact us again via the contact us section of the easyJet web site.

Yours sincerely,
Petra Wax
Customer Services Representative
Customer (Entered by Petra Wax) 23/05/2007 09.35 AM
pax req conf of what happened on his booking,which was canx due fraud

I am very upset with the whole situation i have spent a lot money for this holiday with my family and lost out on the Villa I paid for in Alicante. I have forwarded this letter to Halifax credit card service who does not have a clue what your talking about and has agreed to refund my money from Easy jet on the grounds that you did not provide me with a service, i paid for. I will be getting a confirmation letter from Halifax credit card service to state that there were no fraudulent activities on my credit card. and that easy jet did not refund my money back to bank or inform them of any fraudulent activities. together with this i will send all the corresponding letters to the Consumer Protection Group, Civil Aviation Authority. I have visited my citizens advice bureau and seeking legal advice for the grief that was caused to me and my family missing our Holiday. I need to know in writing how you will help me to understand the conclusion you came up with, so this error does not happen again and to compensate me and my family for our loss which you have created.

One furious consumer... M Bari.