Easyjet Customer Service Issues

Good evening, I am flying to Preveza early the day after tomorrow. I have a deflated inflatable boat with paddles as additional luggage, weighing around 32 kg. I am unsure if I should check it in as large sports equipment or regular checked baggage, which is more expensive. The terms do not specify inflatable boats. EasyJet has provided conflicting information, and I am uncertain about how to proceed. Checking it as 32 kg luggage would cost [redacted] €, more than I anticipated for sports equipment.

Dear Customer Service, Last year, on February 22, [redacted], my partner and I were unfortunately forced to cancel our return EasyJet flight from Edinburgh to Lyon due to his unexpected illness resulting in a minor stroke. I promptly informed the airline about the situation and was instructed to email the hospital documentation, which I did repeatedly in the hopes of receiving a voucher for a future flight. Despite the challenges posed by COVID-19, I understand the delays that may have occurred. After numerous attempts, I finally managed to speak to a representative on June 2, [redacted], who assured me that my case would be resolved within 3 to 4 days. However, after following up on June 29, I was once again assured that the matter was being processed, only to now be informed that my claim has been rejected. Throughout this ordeal, I have never received any direct communication from EasyJet regarding my case. As a loyal customer who frequently travels to visit family in Lyon, I am deeply disappointed by the lack of progress and communication. I am now considering escalating this matter to the ombudsman for further investigation. I sincerely hope to resolve this issue swiftly. Flight Reference: K19W3HC Claim Number: [redacted]66 I would greatly appreciate your prompt attention and response to this message. Thank you.

I want to share my recent experience with Easy Jet to seek help and clarification. While attempting to board my flight from Paris at Charles de Gaulle Airport to Porto, Portugal, I was denied boarding by an Easy Jet staff member based on my nationality. Despite having lived in the U.S. for the past 7 years under student status with a valid F-1 visa, as a citizen of El Salvador, I was not allowed to board. Prior research indicated that entering Portugal from the U.S. was permitted, especially since I had previously entered Europe through Spain and been fully vaccinated since January [redacted]. My intended trip was to attend a friend's wedding in Portugal, and after they contacted Portuguese customs and airport staff who confirmed my entry eligibility based on my U.S. travel history, it became evident that my nationality was not the issue. Consequently, I believe I faced discrimination from the airline. Now stuck in Paris, I had to hastily book a hotel and lost my Portugal reservations/flight. When I called the airline to lodge a complaint and request a full refund for my upgraded ticket, the representative indicated in their notes that I had refused to board, which is untrue. I am unsure how to proceed as this is a new and distressing situation for me. Thank you for your attention, Andrea

I was informed that during the transfer from Berlin to Tivat, all passengers are held in a confined space, like a tunnel, for at least 40 minutes between the gate and the boarding area. This situation does not comply with current pandemic regulations and WHO guidelines. It poses a risk for potential COVID-19 transmission. I have a ticket for this route and am scheduled to travel in the coming days. I seek clarification if this was an isolated incident on July 16, [redacted], or if it is standard procedure for your company. Safety and well-organized travel are paramount, and I do not want to compromise my health due to inadequate measures. Thank you for your prompt response.

We were denied boarding for our flight to Corfu today, even though we had boarding passes with allocated seats since June 28, [redacted]. They claimed we didn't have QR codes because the display at Belfast International was not working. Our booking code is K27PQKV. I got an SMS from Easyjet recently confirming everything for our 07:40 flight today. The Swissport supervisor falsely claimed we were late, but we were at the Bag Drop counter at 6:30 am. The Airport Police are involved, and we expect at least a severe warning for the supervisor. How will Easyjet address this issue and compensate us for the trouble?

In October [redacted], I flew to Chania and experienced a double charge for onboard services using different cards. The cabin crew attempted to charge me again, claiming the first charge did not process, but both cards were debited upon arrival in Crete. Despite being understanding of the challenges the company faced during the past 21 months, I have encountered delays and frustrations in resolving this issue. My repeated requests for a refund only result in receiving standard FAQ emails, with no progress made. My complaint reference number is [redacted]37, which should lead to a collection of emails containing all flight details and relevant bank statements showing the duplicate transactions that I provided months ago. Thank you, Brian Boundy.

On the 3rd of July [redacted], I traveled on EZY8935 with booking reference K21Z264. During the flight, I noticed ink on my seat that transferred onto my Crew shorts halfway through the journey. Despite efforts to clean the ink in the restroom, the shorts were ruined. A flight attendant assisted in the cleanup and noted the incident in their report, advising me to follow up via email upon my return to the UK, which I did on the 25th of July [redacted]. The red Crew shorts, which are a part of my work uniform, have now been damaged, and I am requesting compensation for a new pair.

I have recently been diagnosed with cancer and will be admitted to the hospital on August 23, [redacted]. Unfortunately, this means I am unable to take my flight to Kalamata scheduled for August 26. Despite sending two emails to Easyjet, attaching my hospital confirmation, I have yet to receive a response or acknowledgment. The flight references are K21W21J for the outbound flight (LGW - Kalamata) and K21W2NC for the return (Kalamata - LGW) scheduled for September 9. I understand they may be busy, but even a simple acknowledgment would be appreciated. I want to emphasize that I am only cancelling due to my medical situation, and my wife and I were eagerly awaiting this vacation.

I flew from Manchester to Belfast tonight. The treatment from a staff member named Ashley was terrible. At security, my bag was searched, which was fine. Ashley asked me to size my bag and pay £24. She was aggressive and refused my cash. I offered to pay on the plane, but she didn't let me. She never called her supervisor. After rearranging my bag, it fit the sizing unit. Ashley threatened to remove me from the flight if I didn't pay. I have a photo of my bag fitting. I want a refund promptly. This incident has deterred me from flying with easyJet. Training in customer service is needed for Ashley. I hope for a quick resolution. Veronica Coyle

My wife is encountering difficulties booking a flight with Easy Jet to Mallorca as the website is not accepting payment due to our account being locked. This has been frustrating as we have already arranged accommodations but cannot secure our flight seats. After managing to contact an Easy Jet representative, we were informed that our password had expired since we hadn't used the account for the past 6 months, which was exacerbated by the British Government's restrictions on international travel. The representative mentioned that we couldn't book over the phone at the web price and that a department would email instructions to reset the password. However, this process may take up to 5 days and there's no assurance the current prices will remain. This rigidity in the Easy Jet booking system is pushing customers towards other airlines, which is disappointing as Easy Jet is known for its ease of booking. Hoping for assistance to resolve this matter promptly. Best regards, Will JC Dick

I am organizing a sailing trip in Croatia, and my crew was scheduled to fly on EZY6205 from Bristol to Split on September 25 with EasyJet, returning on EZY6206 a week later. Unfortunately, one of our crew members, Carl Richards, had to withdraw due to his mother's postponed operation rescheduled just a week before our departure. I have a replacement lined up and would like to inquire about transferring Carl's flight bookings to the new crew member. Could you please confirm the process for updating passenger details and also advise on the £49 administrative charge? Thank you.

Dear EasyJet, On 01.08.[redacted], we booked 2 tickets from Basel to Budapest with only carry-on luggage. To our surprise, at the check-in at Basel airport, we were informed that we needed to pay €29 per piece of carry-on luggage, totaling €58. We found this payment requirement unacceptable, especially given this information was only shared with us once it was known we were traveling to Budapest. We feel deceived and left Basel with a bitter taste in our mouths. Our booking reference number is [redacted]. Attached is a copy of the receipt we received with Confirmation number: K2BK7M6. We apologize for not speaking English and not being able to read the English texts. We look forward to your response. Best regards, Andor Tuboly and Mária Sponga

Contact Information: Jorge S. Garcia Flat 9 Winston Western Road BN27 3DY Email: [redacted] Phone: +[redacted]14 Accompanied by: Cecilia H. Moran (wife) Jordi S. H. (5 years old) Rafael S. H. (4 years old) Olivia S. H. (4 months old) Address: Flat 9 Winston Western Road BN27 3DY Flight Number: EZY5413 People involved: Abdul - Floor Lead Mohamed - Supervisor I was unable to get the name or staff numbers of the other female staff member. Travel Date: 26/08/[redacted] My family and I approached an Easyjet employee, Abdul, to inquire about our flight. However, Abdul rudely accused me of being drunk due to my speech disability. Despite my attempts to explain, he continued to disrespect me. Another employee claimed I smelled of alcohol, which was untrue. I was then insulted and asked to leave by Abdul. Feeling humiliated, I requested to see the manager and asked for an alcohol test, which was denied. Eventually, the supervisor, Mohamed, intervened and acknowledged the mistreatment. I refuse any insincere resolution and will take the necessary steps as individuals with disabilities deserve respect. Thank you.

My partner is now able to join me in Larnaca. While outbound flights pose no issue as we are traveling separately, I am looking to change our seats on the return flight so we can sit together in Standard seating. Additionally, I am interested in purchasing in-flight food vouchers for both of her flights, but I cannot find this option on her booking details. My booking reference is K2C8D1B under Robert Harford, and hers is K2CMRRD under Mary Lucas. I have reserved seat 14D for myself on the return flight, but there isn't an adjacent seat available for her. Therefore, I have tentatively chosen seat 15A for her. Our main goal is to sit together, preferably with her in a window seat. Can you assist with these requests, please?

Yesterday, I flew from Menara Airport in Marrakesh, Morocco to Gatwick Airport in the UK on an EasyJet flight EZY [redacted], seated in 2E. I was accompanied by an English lady in seat 2F and an Asian gentleman in seat 2D. Shortly after takeoff, the air hostess Maddie offered the English lady seat 1F for more comfort, which she declined. When I requested the seat and was told I'd have to pay extra, I remained in my original spot. After some confusion, the English lady questioned Maddie about the disparity in treatment, and eventually, I was allowed to move. Throughout the incident, I couldn't help but feel the sting of potential racism in our diverse society, particularly in such a public setting. It's unfortunate that despite the presence of passengers from various backgrounds, such situations can still arise. This experience has left a lasting impact on me, making it unlikely that I'll choose EasyJet for future travels. I feel compelled to share this with others as a cautionary tale about the treatment I received. I sincerely hope this issue is addressed promptly. Ayaz Mahmood

Dear Community, My son Gabriel traveled from Berlin to Venice on August 19th. The flight number was EJU5839, and the booking number is K28DSW5. Unfortunately, we lost the reference number for the lost and found at VCE airport, which is VCEU226892. He had pre-booked a 25 kg luggage but only had one bag. Upon arrival at the airport, he presented his passport at the check-in counter. The staff member printed his boarding pass but mistakenly asked about four pieces of luggage, to which my son clarified he only had one. The luggage was labeled, and the sticker was placed on the boarding pass, which was later left on board the aircraft. After landing in Venice, the luggage was not found, and after a thorough search at lost and found, it appears there is no luggage associated with my son's name due to a possible labeling mix-up with another passenger. Any assistance in resolving this issue would be greatly appreciated. I can be reached at +49 [redacted] for any questions or updates related to this matter. Thank you for your understanding and support. Best regards, Johanna Perkhofer-Fleischer - Berlin

Dear Community, I am seeking assistance regarding my son Gabriel's recent flight from Berlin to Venice on August 19th. The flight details are as follows: Flight number: EJU5839 Booking number: K28DSW5 Upon checking in, he had one 25 kg luggage pre-booked. However, a confusion arose at check-in where it was incorrectly suggested that he had four pieces of luggage when he only had one. The luggage was labelled and attached to someone else's name, preventing its delivery at Venice airport. After contacting lost and found, it was revealed that the luggage was not associated with my son's booking. I suspect it was mistakenly connected to someone named FLEISCHER, who possibly had four luggages booked. I am unable to resolve this issue on my own and kindly request detailed assistance to locate the luggage associated with my son. For any further inquiries, please reach out to me at +49 [redacted]. Thank you for your cooperation. Best regards, Johanna Perkhofer-Fleischer from Berlin

Good afternoon. Yesterday at Madrid airport, a passenger mistakenly took my bag with the name Raposo Becerra and PNR: K193ZPK from the EasyJet flight EZY8278. I was instructed to fill out an online form to report the missing bag, but I have not received a confirmation email yet. I was only informed through a message on the website. If my bag is found today, I will collect it in person as I need its contents for work tomorrow. You can reach me at [redacted]1 (A. Moukas) or at [redacted]5 (M. Raposo Becerra).

Dear Sir/Madam, I wanted to bring to your attention that a member of the EasyJet airport staff informed us that my bag, under the name Raposo Becerra and PNR: K193ZPK, was mistakenly taken by another passenger on flight EZY8278 from Madrid yesterday afternoon. Following their advice, we promptly filled out an online form to report the missing bag. Although we did not receive a confirmation email, we did get a message stating that a delayed bag file was created and that more information would be emailed to us, which we are yet to receive. If the bag is at the airport today, I would appreciate being able to collect it in person as I require its contents for work tomorrow. Should you need to reach me, please feel free to contact me at [redacted]1 (Alexandros Moukas) or my wife at [redacted]5 (Macarena Raposo Becerra). Best regards, Alexandros Moukas

Dear Forum Members, Upon my return to Portugal (Faro) on Tuesday, I encountered a situation concerning the Covid testing requirements. Despite having a European Covid passport and my Portuguese resident papers, I was informed I needed a PCR test at the airport. This was confusing and stressful for me as I had been previously advised otherwise. Eventually, after multiple discussions and checks, it was determined I did not actually need the Antigen test I paid for. The employee who helped me realized the mistake and apologized. Although I handled the required tests and quarantine for my UK trip, the unnecessary expense and stress caused by the misinformation left me wanting to inquire about a refund. I appreciate your understanding and hope to receive some clarity on this matter. Thank you, J. Macleod