| easyJet : Gatwick chaos, lack of communication & respect. | |||
 |
Posted by: Kristie Date posted: 24th Feb 2010 Date it happened: 21st Feb 2010 |
 |
My complaint is about: easyJet My thoughts about the situation: Terrible - I'm Angry Reason for posting: I've already complained to them and they haven't responded |
|
ComplaintCommunity™ Rating:
Member since: 24th Feb 2010
|
|||
|
Unfortunately I am writing to complain about the appalling lack of service I received at Gatwick South Terminal on Sunday 21st February. I flew from Milan Malpensa to London Gatwick on the 18:15 flight with my husband travelling under his name ***** *****and my maiden name **** *****. We landed on time and were through passport control quickly. We then proceeded to wait for our baggage without any notice from staff for 1hr and 40mins. The whole flight being without baggage we moved to Menzies Aviation desk where we were informed that we would be given more information. Joseph at Menzies had no information at all. He continually called his manager asking her to come to the desk as people were becoming irate and shouting at him to give us some solution. He called her every few minutes to be told she would be coming "in a minute". In the end he left the desk as I don't think he could cope with not being able to give people any advice. At this point customers leaned over the desk and took the desk phone and tannoy system. They then answered the phone every time it rang asking whoever was on the line to get us some information. As a last resort they started making tannoy announcements into the airport stating that the entire Malpensa flight was waiting at the Menzies desk and that the airport manager should come and give us some information. This happened several times. Still no one arrived. We all did begin to wonder if the only people in the airport were passengers and not staff. Eventually myself and another passenger went in search of Joseph and his manager, we found him trying to bring her to the desk with another colleague. When we first spoke to her she acted like she wasn't aware of the Milan baggage problem. Then in the next breath she said she was coming to talk to passengers now. I told her she needed to make an announcement and she said there was no point in making one as she didn't have any information. Myself and another lady told her that there is a point as you can't just leave people for over an hour at this point without any notification. I told her people were getting very irate and had been making tannoy announcements themselves and that surely they should want to do something to restore a bit of order, she told me that she can't control what passengers do and it's nothing to do with her if passengers do this. She then ignored me and started taking calls on her mobile. Eventually she came to the desk where everyone was waiting, her attitude was obnoxious, not once did she apologise for the situation we were in, she took or rather on behalf of Menzies she took no responsibility for the chaos. She said she still had no information. Everyone was shouting and questioning her and the attitude of everyone got much worse as she behaved very much like we were an irritation and Menzies were in the right and us in the wrong. Her explanation for what had happened was that EasyJet prioritise departing flights over arriving ones and so our baggage was a lower priority than EasyJet getting it's outbound flights to depart. I'm sure this is just what they would like their passengers to be hearing! She also told us any complaints should come to Easyjet not Menzies. We then waited until she finally took a call and told us in one breath that our baggage had been unloaded, then in the next that it was being unloaded now, and then the next that it either had been done or was about to be done. As you can imagine, no one trusted that she actually knew anything at this point. Many people asked to have their luggage couriered to them by the airport and we were told that if we leave without our luggage now it was our responsibility to try and get it back and they would not courier anything. When our luggage eventually arrived she re-informed us to send any complaints to EasyJet. Everyone at this point never wanted to set foot on their planes again. Lots of people including myself had cabs waiting, a cab ride which normally costs me £55 cost £86 due to the waiting costs and car parking. Unfortunately my husband was due to fly last night with Easyjet to Milan and what a surpise his flight was delayed. He was meant to take off at 19.40 and it actually left at 22.00. Apparently he can get refreshment vouchers if he complains!?!?! It has really left a bad taste after the weekend and now this. I have also booked for us to go to Berlin in March and to Milan for a wedding in June. My Husband is Italian and flies home with Easyjet regularly so to think that this is the type of service repeat passengers get is outrageous. I've complained by email to the CEO Andrew Harrison and had no response. Clearly he is very concerned with customer service. |
|||
|
What do you think about this complaint?
Please rate
|
|||
|
|||||||
This happened to me too, I want to complain
Post a comment
Watch this complaint
Report this complaintView message trail
| Date | From | Message |
| Comments | |||
|
Posted by: CompComm - Admin(1) Date posted: 25th Feb 2010 Member since: 24th Feb 2010 |
||
|
|
|||
|
Welcome to ComplaintCommunity! We hope you find our service of use. Did you know that you can join with other similarly affected customers here on ComplaintCommunity™? Our GroupComplaint™ service is unique to ComplaintCommunity™ • Only here can you benefit from the power of being part of ComplaintCommunity™ • No other website offers the facility for a large group of people to manage their common complaint in a uniform manner to get the outcome you want • Research shows that such group action is seen to be at least 40 times more successful than acting on your own - The more the better! • Its simple to use and you always retain control over how you manage your own complaint • And It\\\'s Still Free To Use! Please contact us at help@complaintcommunity.com to use GroupComplaint™. Progress Updates You may be interested in the facility to post comments on your complaint as it progresses. You can use this to post comments on your own complaints, and/ or post comments on other people’s complaints – use the “post a comment” button to do this. Other affected customers? If you know of any other consumers who have been affected in the same way and who may benefit from using ComplaintCommunity™ , please feel free to let them know about your complaint - you can use the Recommend us! option on the main menu (left hand side) to do so. Please let us know (by reply) if you have any questions or require any specific help – you can Contact us at help@complaintcommunity.com ComplaintCommunity™ welcomes the opportunity to support you going forwards. Proud Sponsors of National Complaints Day on Friday 13th August 2010 www.nationalcomplaintsday.com |
|||
|
How useful is this comment?
Please rate
|
|||
|
Posted by: easyJetCare Date posted: 3rd Mar 2010 Member since: 24th Feb 2010 |
||
|
|
|||
|
Hello, I am sorry to hear about your negative experience when arriving at London Gatwick airport. I suggest you send an email to our Customer Experience Team by clicking here and they will look into your case and get back to you as soon as possible. Once again, I apologise for this negative expereince but I can assure you that your case will be investigated further. Kind regards, Nathan |
|||
|
How useful is this comment?
Please rate
|
|||