And more easyjet…

Another response  from easyjet. Basically – what we said last time, but more legal sounding. Yawn. Issue still remains – we paid for a seat for our two year old, as per their regulations, but that seat was many rows away, so we couldn’t use it. Do I really have to go to the broadsheet consumer pages to get some basic common sense out of these people?


Thank you for contacting us.

I was really disappointed to learn about your experience on the flight from London Gatwick to Palma de Mallorca and then at Palma de Mallorca Airport. I can appreciate your frustration.

Allow me to respond to the points you have raised one after another.

1. Please be advised, that since we do not allocate seats on the plane and we have a free seating policy, it is not obliged to have a child sat next to a parent. Of course it is much more convenient and safe (from the child’s point of you), however if there was no seat next to you but there was a seat farther, we did provide you with the service you have purchased.

2. From our Carrier’s Regulations and Terms and Conditions you are aware that we have a free seating policy, therefore it may happen that all the passengers from the booking may not sit together.

3. I can confirm that you were not prevented from using the purchased seat. As I understand you have chosen to fly with your child on your laps instead of letting the child seating away from you. Please be advised , that since you have paid for the seat, it was waiting to be used by your child. Please also see point 1. and 2. where I explain that we have a free seating policy, so a seat was booked for your child but due to boarding the plane not in the first group, you were not sitting together.

4. I was sorry to learn about your impression on our service. I can assure you that we value all comments regarding our service and yours is acknowledged.

Allow me to provide you with our Customer Service telephone number 0871 244 2366 (calls cost 10p per minute; calls from mobiles and other networks may cost more) and also the international line: 0044 870 6 000 000 (calls made to this number will be charged at the prevailing overseas call rate). If you require to talk about this issue to one of our agents, please fell free to call us.

I deeply regret to inform you that we will not be able to offer you a refund for the seat purchased for your child.

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,

Customer Experience Champion


Less than easy jet

Last week I travelled to Mallorca with my wife and son. We paid easyjet a not insignificant sum, but blimey did they feel like we were paying in blood!

1. We arrived early to be rewarded with an hour long queue. People arriving late were rewarded by being whisked to the front. That made everyone in the queue feel like valued customers.

2. We paid for three seats, but when we got on board we discovered there were only three separate seats for us. There policy of having unallocated seating often backfires apparently. And is it really any faster. We delayed them 10 mins trying to get seated. Eventually my wife sat three rows ahead with my son on her lap. Breaking airlIne regulations in the process and causing no little discomfort.

3. On the return leg we arrived early to avoid a repeat failure. We queued at an unspecified easyjet check in desk, and when we reached the front were told we had 10 mins to wait. And no, we couldn’t wait to the side, we had to re-queue. So we did, and 25 mins later we reached the front only to be told by the same guy that he was going on his break and would be replaced shortly. He said to wait where we were. A queue of people built up so after 20 mins we asked another easyjet employee when someone would be coming and they said our desk was now closed and we should join one of the, now considerably longer, queues.

My wife has the patience of a saint but she put her foot down. After 5 mins arguing we were taken to the front of the queue and checked in. Great for us but rubbish for everyone else waiting, who felt we were getting preferential treatment.

All these failures were avoidable but stemmed from a service designed around company targets and not experience targets – fast boardings to maximise airline use. Poorly resourced desks to minimise overheads. Overall neglect that this experience has anything to do with a pleasurable leisure activity.

Is it a case of you get what you pay for? Am I asking for it from the first week of the shool holidays? Do we British ask for poor service because we so blithely accept it? All those arguments are unacceptable excuses when you talk about a modern, profitable company like easyjet. Unfortunately I will only find out what they really believe from their complaints department.