Hello,**My wife and I were supposed to fly from Morocco to London. As you can imagine w...

GetHuman-sainguzz's customer service issue with Easyjet from October 2018

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The issue in GetHuman-sainguzz's own words
Hello,**My wife and I were supposed to fly from Morocco to London. As you can imagine we did not take this decision without being certain my wife, Loubna Kribal was indeed able to pass immigration* still she was refused entry on the plane by your staff. On my previous trip to London shortly before this incident I made my way to the U.K. immigration office. I was assured my wife's papers were in order as she owns an Italian carta di soggiorno di un cittadino europeo, this entitles her to travel freely around Europe. I am very upset your staff were not trying to sort out the problem or understand in any way because in no way had we done anything wrong and we were both entitled to board the plane. It seems as though your staff does not know who can or can't board the planes. In the future I think it could be helpful if easyjet works in accordance with immigration laws as I do not want anyone else to end up in the same situation I did.*In the previous email you have sent me you say "The compensation rules set by the EU clearly state that in order for you to be entitled to compensation you must have travelled on the flight you are claiming for." I paid for both tickets so we could both go fly to London as we are allowed to, and ended up flying by myself. So why am I not allowed to claim compensation for a mistake you committed, which entailed the fact only I was allowed to travel and my wife had to pay for a very long and expensive taxi journey home.*Furthermore in this section of your email "After checking the details of your reservation, we have noticed that Loubna Kribal did not travel on flight EZY **** and was refused at bag drop due to holding an Italian residence permit, as such compensation is not payable" it states you refused her travel for a reason that is not valid as all her papers are in order as I was told on multiple occasions by the U.K. immigration. I do not understand how your staff is allowed to take such high stakes decisions that are based on absolutely no facts whatsoever.*I would also like to add that your staff stationed at the airport in Morocco was very rude and unhelpful. An entirely different experience to those in London. **Sincerely**Mahdi

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Customer service issue
Reported by GetHuman-sainguzz
Oct 14th, 2018 - 4 years ago
Not resolved
Seen by 13 customers so far
Similar issue to 1227 others
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GetHuman-sainguzz started working on this issue
Oct 14th, 2018 2:14am

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