To: [email protected];
[email protected]
Subject: Communication
Date: Fri, 24 Apr 2009 12:21:59 +0100

Good Afternoon,

I would like to express a serious complaint regarding EasyJet hand luggage policy, customer service at Gatwick Airport and customer service on board the aircraft. If this has not reached the correct person, I urge you to forward it on to the relevant member of staff. This complaint will not go away and it will circulate the web via every professional web marketing tool I have at my disposal.

Firstly, I find EasyJet's hand luggage policy absolutely disgusting, inconsistent and unreasonable - on Wednesday 22nd April, I was due to check in at Gatwick for my flight to Paphos. When asked to place the hand baggage in the rack provided, I was abrubtly interrupted and to my astonishment, I was told that the little suitcase did not fit and to take it out and check it in! I was also rudely instructed not to tilt the suitcase! The suitcase clearly fitted comfortably but your member of staff repeatedly insisted that it did not! I ask you, how, when something is so clearly black and white, and the suitcase dropped without obstruction to the bottom of the rack, can you possibly defend the obvious to a member of staff that will not listen or reason with you? THE MOST IMPORTANT fact is that I travelled the EXACT same route with this EXACT suitcase two months prior and many times before that during 2008!!! This suitcase was previously fine - how could it suddenly not be allowed through this time when it clearly fitted into the rack?

This is absolutely unacceptable and I find it to be an extreme insult to my intelligence! In an attempt to lower the defensiveness of the check-in lady, I tried to talk about it to make her see that everything was fine, but by that stage she warned me that if I did not check it in, I would not be able to fly! To that end, she called over another lady, completely misconveyed the whole story to make out that we were causing trouble and this second lady took our tickets, RIPPED THEM UP IN FRONT OF OUR FACES AND STATED IN HER MONOTONOUS VOICE THAT WE WOULD NOT BE FLYING! This is disgusting! After speaking with a superior, we managed to get our tickets back but we were blackmailed: either pay for one hand luggage (when it clearly fitted into the rack) or don't fly!!! Why I ask you was there no will to accept you had made a mistake? Why was it so difficult to let us through with a suitcase that had been fine less than 2 months before? I think it is very obvious here that Easyjet is trying to rip off its customers and increase revenues by refusing to accept that the hand luggage fits! We were faced with a bill of £166 and if this happened with every customer, that is like selling extra tickets! Know that we are not stupid, and you will not get away with ripping the public off. This is broad daylight robbery and an absolute scandal and it will surface.


First of all, you should be worried and embarrassed that the Easyjet brand name is being tarnished by a group of young, inexperienced and rude personnel at Gatwick (Pauline was the name of one of them) and secondly, you should not be surprised if there is a severe drop in your number of repeat flyers. With this behaviour, mistreatment and humiliation, Easyjet clearly has zero level of customer service. Having the 3-Star, low-cost airline status DOES NOT mean that your personnel can be as rude as they like, or get away with murder so to speak.

Being subject to this outrageous treatment and having paid £166 for a suitcase which DID meet your hand luggage policy, I feel Easyjet should accept its mistake and compensate me for the £166 my partner and I had to pay. If this matter is not settled within the next 7 days, I will have no other option than to expose this scandal via any means of communication I feel will have the widest reach. Being director of a London marketing agency, I shouldn't think this will be a problem as with our in-house Search Engine Optimisation skills, we receive very good rankings for any reviews we put out on the web. Viral marketing as you're aware is also an extremely effective marketing solution. I will not rest until that £166 is refunded back to the credit card from which it was taken, out of principal.

You may also want to release a large quantity of your cabin crew who like to 'police' the aircraft rather than provide any real customer service. I found them all to be appalling, rude and trying to intimidate passengers in a way that you would definitely not accept. I am not quite sure what life expectancy Easyjet has, but one thing is for sure, if something does not change now you will likely face a VERY difficult time ahead. I hope that its investors do not have TOO much invested.

My friend and I booked priority boarding each way when we flew from Edinburgh to Krakow on the 10th March returning on Friday 14th March. This was because I had a bad leg and had to use a stick. This was ideal in Edinburgh as we just had to walk onto the plane but on returning from Krakow we had to board a bus out to the plane. We had priority going onto the bus but when it came to the plane there was no priority boarding it was a stampede whether you had priority boarding or not. Those with priority boarding should have been able to board the plane first as I understood this was what we had paid for each way.