I flew easyjet many times but last 28th and 29th April 2009 had the worst experience ever: flights delayed, aircrafts unavailable, missing staff.

What happened:
I had to flight to London Gat from Rome, flight EZY5258 @ 21:10 on 28 April 09. Went to Fiumicino airport with a boarding pass printed out through the website, I proceeded directly to the gate. I could not find my flight on the departure screens so I called up the airport and they said the flight was scheduled at 22:10 with a different number (that flight was on the screens). So I had to wait and then decided to go to the gate around 21:30. Guess what? The flight wasn't on the screens anymore. So I went to the gate and the flight wasn't there anymore... It was DEPARTED (on time, at 21:10!!!).
Then I went to "ARE" ticket counter located on terminal B which was closing and the unkind, unprofessional employee told me that she couldn't help since they're not Easyjet.

So I went to ADR (the company which manages Rome's airports) to complain about the wrong time schedule but they said that it wasn't (of course!) their fault since they only display airlines feeds.
On 29th April I went to the airport again to complain and to look for a solution, but figured out that Easyjet does not have neither an office and employees at Fiumicino (and many others) airport. So basically you have to call their customer service (which charges you 1€ per minute!) but... they don't help you with reprotections! Basically they don't put you on another airline flight. They tell you to go to their website to file a complain, and if you want to leave you need to buy another ticket. This is Easyjet.

Any other airline would have changed my ticket with apologies, Easyjet told me to buy another ticket!
So, without having a different option, I did. And, guess what again? The flight scheduled at 16:50 actually left at 22:15 and it cost me around €200.

4 ADULTS TRAVELLED BY EASYJET TO MURCIA FROM GATWICK AIRPORT FOR A GOLFING HOLIDAY. WE HAD PAID THE EXTRA CHARGE TO TAKE OUR GOLF CLUBS AND MY PARTY OF FOUR SAILED THROUGH GATWICK CHECK IN WITHOUT A HITCH.
ON THE RETURN JOURNEY WE CHECK IN ALL OUR BAGGAGED INCLUDING GOLF EQUIPMENT AND OUR LUGGAGE ALL WENT THROUGH THE RUBBER FLAPPED DOORS TO THEN BE TOLD THAT WE WERE 31 KILOS OVER WEIGHT. WE ARGUED THIS WITH THE RUDIST AND MOST UNHELPFUL WOMEN ON THE CHECK IN DESK THAT HOW COULD WE BE OVER WEIGHT WHEN WE HAD LESS WEIGHT COMING BACK THA GOING. SHE THEN ISSUED US A CHIT AND TOLD US TO TAKE THIS TO THE ENQUIRY DESK AND PAY FOR THE EXCESS BAGGAGE WEIGHT. THIS WORK OUT AT 12 EUROS PER KILO (TOTAL 372 EUROS).
WE ARGUED THIS WITH ANOTHER MOST RUDE AND UNHELPFUL WOMEN AND ASKED HER WHAT WOULD HAPPEN IF WE DID NOT HAVE THAT SORT OF MONEY. SHE REPLIED IN HER VERY SMUG MANNER THAT IF WE DID NOT HAVE THE MONEY THEN WE WOULD HAVE TO LEAVE OUR LUGGAGE BEHIND.
MY MAJOR COMPLAINT WAS THAT THE WORDING ON MY PAPER WORK SAYS THAT THE MAXIMUM WEIGHT IS 20 KILOS PER PERSON AND THERE WAS NOT A LIMIT ON THE GOLF EQUIPMENT BECAUSE THIS WAS AN EXTRA COST THAT WE ALREADY PAID. WE WERE TOLD THAT THE MAX WEIGHT OF THE GOLF CLUBS WAS 12 KILOS. THERE IS NO WAY YOU CAN TAKE A SET OF COLF CLUBS WEIGHING 12 OR LES. IT IS NOT POSSIBLE.
I FEEL VERY LET DOWN BY EASJET AS I BOOKED THIS FLIGHT AND ORGANISED THE WHOLE TRIP AND AT THE VERY END OF OUR TRIP WE HAVE BEEN ROBBED BECAUSE OF THE WORDING ON THE EASYJET WEB PAGE. IT CLEARLY STATES GOLF EQUIPMENT PAID IN FULL.
OUR PARTY WAS PUT IN A POSITION THAT WE HAD TO PAY OR LOSE THE FLIGHT OR OUR LUGGAGE.
WHEN WE GOT BACK TO GATWICK WE COMPLAINED TO EASYJET CUSTOMER SERVICE WHO BASICALY TOLD US THE SAME STORY. THAT IS THE WEIGHT LIMIT AND WE HAVE GONE OVER IT.

QUESTIONS

1. WHY WERE WE LET THROUGH CUSTOMS AT GATWICK WITHOUT ANY CHARGES IF WE WERE OVER WEIGHT.
2. WHY IS THE WORDING NOT CLEAR ON THE WEB PAGE. IS IT TO DELIBERATLY CATCH YOU OUT ?
3. IF WE WERE OVER WEIGHT ON THE OUTBOUND JOURNEY, WHY DID EASYJET NOT MAKE US AWARE OF THIS. IS IT THAT THEY KNEW WE WOULD GET ROBBED ON THE INBOUND FLIGHT ?
4. WHY DID THE RUDE SPANISH WOMEN ON THE CHECKIN DECK LET ALL THE LUGGAGE GO THROUGH BEFORE TELLING US WE WERE OVER WEIGHT.

We were charge going out £24.00 for two suitcases to Las Palmas which was not clear on our paperwork.

On our return, we paid 36 euros for two suitcases for return to UK. According to regulations, this was incorrect.

We require the refund of 36 euros.

We cannot find any website for baggage refund and so we are writing to you.

J.R. Chapman
email address [email protected]
(o1932 886152).
Easyjet ref: 321480 / EF9JHCL.
date of return to UK 17.03.09

thank you

We were trying to book a group of people from Madrid to Lanzarote.
Part of the groupwill come back on a sunday and the other part on a monday, so we had to book the tickets separately.
While booking the server kept on giving us error msgs, but we managed to book all ok from Madrid to Lanzarote.
When we try to book the return flt Lanzarote -Madrid, the group we tried on monday was ok but the one on sunday, gave us again Madrid - Lanzarote.
As I said, we constantly have server errors mgs.
We have tried to contact them and they have talk to us as if we were some kind of rare specimen, extremelly rude maners.
Cutting the lines up all the time. Every time we tried to call again it was a different person giving us different versions of information.
When we finally manage to talk to someone, he put us on hold for more that 10min, costing the price of the min 65p + tax. just to tell us that the supervisor did not want to talk to us. ( YES. literally )
They refuse to change it. only making us pay 30eur per ticket.
They refuse to accept is their server, because "their server never fails" !!!
they refuse to let us talk to a surpervisor.
They can only cancell the ticket with a charge of 30 eur per ticket. same as chages. even though they have a 24h cancellation policy, where it is never mention they charge anything.
I have read several similar cases, Any one that could help ???
thanks.

Whilst trying to book flights on line through the EasyJet official website I encountered an error on step 3 of the booking process - the quote 'Sorry, the browser has lost all associated data with this booking. Please return to step 1 to begin the booking process again' It also supplies an error reference of GSD01 to allow you to contact EasyJet with this problem. I attempted to book again from step 1 but gave up eventually under the impression that my booking was not logged or confirmed. Turns out EasyJet have taken the amount from my bank account this morning leaving me £400 overdrawn without my knowledge. This is probably a very common problem and I expect many many more people have experienced this and been charged possibly without their knowledge. You would have thought that you havent booked anything when in actual fact you have paid for something unwittingly. The lady at EasyJet customer services, when I finally managed to speak to a human being, was on the whole - not helpful and as this is a non-refundable airline I have kindly been given a 'credit file' for £300 to use towards the next flight if booked through EasyJet again (chances of this happening are currently zilch' As far as I am concerned, I have not proceeded with my booking nor have I travelled anywhere with EasyJet and am overall disgusted by their services. Is there anyone else out there who has suffered the same?