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.
Customer Experience Champion