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easyJet : Flight cancelled December Stansted to Edinburgh
Posted by: dodemac
Date posted: 7th Feb 2010
Date it happened: 18th Dec 2009 		My complaint is about: easyJet
My thoughts about the situation: Appalling - I'm Exasperated
Reason for posting: I've already complained to them and they haven't responded
ComplaintCommunity™ Rating:
(2 Votes)
Member since: 7th Feb 2010
I fly to Essex to collect my son every 4 to 6 weeks with Easyjet. On 18th December our flight was cancelled. At the Easyjet desk there were NO members of staff to deal with their customers. We queued for two hours and eventually a woman came along who stated she did not work for Easyjet but rather their ground staff. She was crying as she tried to deal with approx 400 disgruntled passengers. She advised everyone that Official Easyjet policy is that no hotels will be booked for anyone and that we were "On our own".
Having then persuaded two additional members of staff to man the desk I managed to be booked onto a flight to Glasgow the next day. With regards to anything else I was handed a leaflet and advised read this and good luck. Eventually we arrived home a day late and approx £250 out of pocket due to hotels, taxis, trains , buses and food. I sent my claim by post and then after two weeks again this time online both letter and online had copies of receipts enclosed/ attached. To date nothing. I know that it doesn't seem a lot however I am totally skint and stretch my budget to the max to maintain contact with my 10 year old son. Bottom line I need this money to buy additional Easyjet flights to see my son. I buy six flights every time I collect him (4 for me and 2 for him) so I consider myself a decent customer of their company. It will take me ages to make up the lost funds if I do not receive them back.
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Date From Message
15/02/2010 easyJetCare RE: Complaint: easyJet : Flight cancelled December Stansted to Edinbur...
 
15/02/2010 dodemac RE: Complaint: easyJet : Flight cancelled December Stansted to Edinbur...
 
16/02/2010 easyJetCare RE: Complaint: easyJet : Flight cancelled December Stansted to Edinbur...
 
23/03/2010 dodemac RE: Complaint: easyJet : Flight cancelled December Stansted to Edinbur...
 

Comments
Posted by: dodemac
Date posted: 7th Feb 2010
Member since: 7th Feb 2010
In addition I have tried to call Easyjet at least twenty times without success costing me 10p per minute to be on hold.
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Posted by: CompComm - Admin(1)
Date posted: 7th Feb 2010
Member since: 7th Feb 2010
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Posted by: haciahmet
Date posted: 8th Feb 2010
Member since: 7th Feb 2010
Hi,
I am very sorry to read this complaint and I decided not to use Easyjet anymore.
Regards
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Posted by: dodemac
Date posted: 26th Feb 2010
Member since: 7th Feb 2010
Easyjet advised me that £69 would be refunded however hotel and food were outwith the claim handlers authority. Since the 15th Feb I have heard nothing despite contacting them twice via their own website
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Posted by: dodemac
Date posted: 3rd Mar 2010
Member since: 7th Feb 2010
Here was the Easyjet response dated 16th FEBRUARY

Response (Nathan Pese) 16/02/2010 01.37 PM
Dear Mr Mcqueen,

Thank you for your e-mail.

I would like to apologise for the disruption of your flight and the inconvenience caused. Please be aware that we are receiving high volume of emails therefore we have been unable to respond to passengers\' emails and letters as quickly as we would like.

I have looked into your case and I have come up with the following:

I am happy to confirm the refund of your transport from Glasgow Airport to Buchanan Street and hotel expenses to the amount of 63.40 GBP. The refund will go to the card that was used to make the booking within 15-20 working days.

Unfortunately, I need to advise you that your refund requested for taxi to and from London Stansted airport and cost for your meals are outside my competence. I will forward this to our senior team, which will look into this and get back to you within 5 working days.

Could you please provide more information related to the receipt for your train ticket for 10.40 GBP from Edinburgh to Glasgow on the 19th of December? We will refund you the amount for your coach from Glasgow airport to Buchanan Street which is to get you to Edinburgh, your original destination.

The amount of 15.80 GBP which is for car parking at Edinburgh airport cannot be refunded as when you book a flight with easyJet we agree to transport you from airport to airport, but cannot assist with parking or onward transport to your final destination.

In light of this, I regret that we are unable to offer reimbursement of your car parking fees, but I can suggest making a claim through your travel insurers, for which we can send details in the post to assist with your claim upon request.

I hope that this incident will not deter you from choosing easyJet in the future.

Thank you for taking the time to contact us.

Yours sincerely

Nathan Pese
Customer Experience Champion

Easyjet have not been in touch since this email despite me contacting them several times for a response.

POOR SERVICE EASYJET.
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Posted by: dodemac
Date posted: 20th Mar 2010
Member since: 7th Feb 2010
Despite promises of refunds etc I have yet to receive anything.
Poor service Easyjet.
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Posted by: dodemac
Date posted: 25th Mar 2010
Member since: 7th Feb 2010
Dear Mr Mcqueen,

Thank you for contacting us.

I regret that we have been unable to respond to passengers\' emails and letters as quickly as we would like. I apologise for any further inconvenience this may have caused you.

I have now received the response from our Senior Team and they have now confirmed a refund of 37.40 GBP which is the cost of 27 GBP for the taxi from London Stansted airport to Harlow Mill. The 10.40 GBP for the train ticket from Glasgow to Edinburgh has also been refunded although we only have the ticket from Edinburgh to Glasgow but upon looking into your response regarding this, we have decided to refund you this ticket.

The amount of 25 GBP which is the cost for your taxi from London Stansted to Harlow cannot be refunded as there is no date specified on the receipt. I apologise for this and I recommend you make a claim with your travel insurance company.

The amount of 63.40 GBP had already been refunded as mentioned in my previous email on the 16th of February for the costs for your transport from Glasgow Airport to Buchanan Street and hotel expenses.

I realise that you have had a negative experience on this occasion and I hope that this will not deter you from using our services again in the future.

I do hope I have been able to answer your question fully, if I have not, please click here and we will be more than happy to assist you further.

Yours sincerely,

Nathan Pese
Customer Experience Champion

NOTHING RECEIVED BACK YET POOR SERVICE
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