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09/07/2009 at 05:45
03/10/2013 at 21:46
I really want to urge everyone to think twice to fly easyjet, thinking it is going to save them money. Based on an apalling experience we had with Easyjet, I want to warn everyone to think twice to book with them. You will end up paying more in the end for a ghastly service. And I am not only talking about the 40 minutes que at the check-in desk in Gatwick.
They do claim that with a baby you are entitled to bring along 2 pieces of luggage, for example buggy and car seat, but once you arrive at the airport they will charge you for one, and when you ask to speak to the manager they will refuse to get them, forcing you to pay in order not to miss the flight. In our case on top of that they lost all our luggage and I can assure you, from that moment you are on your own, easyjet will not do anything for you. Currently they are playing silly buggers by leading me in a string of emails that never really answer to our claim for the extra expenses we had.
For those interested, below an excerpt of what happened to us and how Easyjet dealt with this. We have flown so many times, but this was an absolutely apalling experience and after care.
We are a family who fly frequently as most relatives live abroad. Recently we had the most appalling experience with Easyjet. Just like on a previous trip 6 months earlier I checked in 1 piece of pre-paid hold luggage and for our toddler the baby-car seat, which is part of the 2 pieces you're allowed to check in with your toddler (who pays 40 pounds for sitting on your lap). The latter was in a canvas (soft) suitcase to protect it and keep it together as it separates into 2 pieces. On my previous trip it had not been a problem at all to check in this car seat. This time however they made a lot of fuss at the check-in. They claimed that a car seat is only allowed to be put in the hold if it is in a plastic see-through case. When I mentioned this was not the case 6 months prior she told me the rules had changed.
As I had scrutinised Easyjets policy on luggage with infants (I refer to your webpage “Flying with children FAQ”). I asked her to show us where in the regulations it mentions that a plastic see-through case is the required mode of transporting the baby-car seat that anyone travelling with a toddler is entitled to. She couldn’t show this to us and I therefore requested she ask her manager to come and speak to us in order to resolve this misunderstanding. Though she initially refused, eventually she went out to speak to her manager. When shortly thereafter she came back, she told us that her manager was busy elsewhere and couldn’t speak to us, but had told her the baby-car seat could only come along if additional luggage capacity was bought. Obviously this was very upsetting, in particular because she was rather rude and condescending about delivering her message, and had been treating us from the beginning as if we were being very unreasonable, whilst in fact we were not in breach with the allowance for travelling with an infant. As the matter of fact she was putting us under pressure by threatening she would not let us board the airplane if we wouldn’t immediately decide on what to do with our babyseat, hence forcing us to pay £25.00 extra in order to be able to bring the carseat. She also initially refused to disclose the name of her manager, but eventually told us the name of her manager.
On arrival in Dusseldorf Airport, neither our hold luggage nor the canvas suitcase with the baby car seat where on the luggage belt. It took us more than 1 hour before we found the closed door of the luggage handling company, with a note referring to the Easyjet service desk in the departures hall. The Easyjet service desk was deserted but fortunately after 5 minutes 2 staff members came out from an adjacent office, about to leave f
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