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      16.02.2014 17:09

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      staff member being confrontational and unprofessional et cetera et cetera.

      give my wife's tears back

      Subject :give my wife's tears back

      Can you please pass my Email to Sir Carolyn McCall.

      Dear Sir Carolyn McCall,

      On 30th January 2014, my wife and I, were on our journey to Sweden to see my wife's doctor. Just for being one or two centimetre over luggage size, the boarding staff member made our journey upside down. This led to cause my wife to have nervous breakdown and she was crying and totally upset throughout the journey, this made my wife not to come back with me after seeing her doctor, the cancellation was in protest of one of your staff member being confrontational and unprofessional et cetera et cetera.

      After submitting a formal complain, to our surprise the only thing your employees were interested to mend was the luggage and its content. This made us even more disappoint at your customer service.

      What can I do from you, might be asking yourself? Sorry you cannot do much, even though you are the Chief Executive of easy jet!!!

      Yes, you cannot do much. However if you can give my wife's tears back, then please contact me otherwise, just reflect and know that this is how powerless you employees can make you be.

      Kind regards,
      Sami

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      23.10.2013 12:19
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      A hugely helpful service for people with health problems

      N.B.

      Apologies in advance for this being such a long review, but I have a lot of details to share about the Special Assistance service and my experience of using it. I hope this will be helpful for others with health or mobility issues.


      INTRODUCTION

      I know everyone and their dog has written a review of Easyjet, but I thought I should write one as I have a more unusual perspective on the airline's customer service.

      I suffer from Hypermobility Syndrome, a joint condition which can leave me in a lot of pain on 'bad' days, but has minimal impact on my life on 'good' days. On a 'bad' day I can have a lot of pain in my hips and need to walk with a stick, and also have a TENS (nerve-signal blocker) machine to help me get around and also sit more comfortably for longer periods. The TENS machine is only about the size of a cigarette packet but it is connected to me by means of four electrodes stuck to my back.

      Last month Hubby and I were booked on Easyjet flights from Newcastle to Barcelona and back. We were going to be away for a week and were expecting to do a lot of walking and scrambling around Roman ruins. I knew I'd definitely need my stick on the holiday and probably need my TENS machine too.

      My hips can get especially painful when having to stop/start or shuffle forward slowly, especially when queueing. I knew that this would be inevitable at the airport as security and boarding queues can be long and slow-moving. I was getting worried, as I know how paranoid airport security can be about unusual electronic devices (especially with electrodes and wires attached!) and metal walking sticks so I decided to give Easyjet a call to see what could be done to help me.

      In all of the emails Easyjet sent me about our flight was a little button labelled 'special assistance' which, when clicked on, led to an information page with lots of clickable links about how Easyjet can help travellers with a variety of medical conditions, mobility problems and also pregnancy. Easyjet ask that if you're going to require special assistance they need to know about it at least 48 hours before you fly. The page can also be accessed through Easyjet's homepage, by scrolling to the bottom of the page, clicking on 'help' under the Customer Service heading and then clicking on the big, orange Special Assistance Team link.

      Unfortunately, 'metal walking sticks' and 'TENS machines' weren't covered on the (very detailed) information page so I decided to give Easyjet a call a couple of weeks before our flight, just to check I'd be allowed to take both devices on board with me. Checking them in wouldn't be an option as (a) I may well need them while in the airports and while flying and (b) we were flying carry-on luggage only to save money.


      SPECIAL ASSISTANCE: TELEPHONE CONVERSATION #1

      The website page included a link to a further page with information about contacting the Special Assistance team including a phone number which, from the UK, is 0800 998 1130. I knew that I had some complicated questions to ask so talking to a human was preferable to writing a monster email to them with no knowledge of how long a reply would take. I was really pleased that the number is a freephone number as I knew it could potentially be a long phone call, and airlines are notorious for using premium rate phone numbers.

      The Special Assistance line is open 8am-8pm seven days a week. I rang them mid-afternoon on a Sunday, which I expected to be a quiet time. The phone was picked up quickly by a gentleman who, to my trained ear (I'm a language teacher) was a Spanish native-speaker. His English was very good but he was a bit confused as I asked him if I could get permission to take my metal walking stick and TENS machine on board my flight. After explaining more carefully, he said that I would be able to take both, and that he had made a note on my flight booking to say I could take them through airport security too. He stated that any documentation I had to prove my condition would be useful and should be shown at the airport. He was very pleasant, but I was a bit concerned that my information hadn't been fully understood and decided to double-check my request was on the system before I actually flew.


      SPECIAL ASSISTANCE: TELEPHONE CONVERSATION #2

      A couple of days before my flight I called the number again. This time I spoke to a woman, another native Spanish speaker but with very good English. She confirmed that my request to use my TENS machine and stick was on the system. But then, to my surprise, she asked me if I needed any more support getting through Newcastle and Barcelona airports. I explained that I have good and bad days, and that as long as I could have my equipment I should be fine.

      But then she said to me that, whilst she didn't know about Newcastle airport, Barcelona airport was very large with long stretches of walking needed to get from place to place. She said that in view of my condition she would recommend I had a full 'special assistance' note on my booking, as that would enable me to get escorted through a fast-track system through the airport and onto the plane. She also said I could have a wheelchair at the airport and that I wouldn't need to climb up the steps on to the plane itself. She also said that if I didn't need it on the day that it was fine to cancel it, but that it may well make life easier for me.

      I decided to play it safe and book the full special assistance.

      She told me that becaused I had gone forward with full help, that my seat reservation fees for both my flights and Hubby's would be refunded (£12 back on my credit card!) and that when I arrived at the airport I should present myself at the Easyjet desk to start the assistance procedure rolling.

      I was on the phone to her for a good 20 minutes. This woman was polite, professional, friendly and extremely helpful!


      USING SPECIAL ASSISTANCE

      And so to the day of the flight! As it turned out, the day was a 'bad' day, probably due to the damp and cool conditions. By the time we got to Newcastle airport my hips were hurting badly and I was pleased to be able to sit down. Whilst I could have got through the airport and onto the plane with just my stick I would have been in a lot of pain, so I decided to use the assistance option. I spoke to the staff at the Easyjet desk, and they gave me a special note to give to the general airport assistance desk. From there I waited around 5 minutes, an airport steward came through with a wheelchair for me and pushed me and my carry-on suitcase, through the airport, past the security line and straight to the security x-ray machines. I only had to get out of the 'chair for a security pat down, and my stick was x-rayed, but no-one batted an eyelid at my TENS machine.

      Hubby was allowed to be with me every step of the way so we didn't have to be separated, which was really nice.

      After being wheeled to the gate, around 20 minutes before the flight I and a few other Special Assistance users were escorted into a special van which trundled us out to the plane, and then rose up on a special scissor-structure to attach to one of the plane doors, the one opposite to the one everybody else had used with steps attached. I was then able to walk straight onto the plane with my stick.

      Easyjet staff on the flight were really helpful, with the steward assigned to my part of the plane making sure my stick didn't get damaged in the locker above my seat.

      The plane ride was uneventful, and, on landing in Barcelona, I and the other Special Assistance people had to wait on the plane for about 10 minutes after all the other passengers had disembarked while another special van was brought to the plane door. The Easyjet staff were very friendly and nice, but they were busy cleaning the plain around us (picking up rubbish from seats etc) which made me feel I was a bit in the way. Then the whole procedure that happened at Newcastle was repeated, but this time in reverse. An airport steward took me through to the edge of the airport in a wheelchair, again with Hubby following, leaving me feeling well-rested and in minimal pain, ready to start my holiday!

      At the end of the holiday, the whole process was repeated again, with helpful Easyjet and airport staff, wheelchairs, special vans and no stress for me!

      CONCLUSIONS

      In conclusion I was really impressed with the Special Assistance procedure with both Easyjet and airport staff being really helpful, friendly and nice, but what struck me more than anything was the helpfulness of the woman I spoke to at Easyjet on my second phone call. Without her advice I would have probably struggled on through the airports and, of course, I wouldn't have had my seat booking fees refunded!

      It's a shame the man in the first phone call to Easyjet wasn't quite so helpful, but he still put my mobility equipment information on my booking, which was all I asked of him.

      I would have no hesitation in recommending Easyjet's Special Assistance programme, but the quality of pro-active advice from their staff seemed to vary. Both call centre staff had good English, although I may be biased as I'm so used to talking to people who have English as a second language. I think some people may have had problems making themselves understood, especially to the first man I spoke to, so I would suggest people needing to use the service make themselves fully aware of what help is available.

      The Easyjet flight crew seemed very used to dealing with people with mobility problems and were helpful and friendly. It was a shame they had to clean up around me while I waited for my lift off the plane, but I know Easyjet have super-tight turnaround times so this wasn't the fault of the staff, rather the airline's policy.

      I will definitely use Easyjet's Special Assistance Programme again if I need to as it made my holiday a much less stressful experience!

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        30.09.2012 23:10

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        Great experience on a budget airline, who really do seem to care.

        Myself and my darling wife recently flew with Easy Jet to Athens and then returned from Corfu with them. The prices were low, but as other people point out the baggage at the end adds to the cost. But I actually found that to our advantage.
        Packing the night before we left for Athens I realised the my darling was taking loads of luggage and I was able to go online and add 3 kg's of extra luggage to our booking. Now I'm pretty sure had we booked with other carriers we would have had to make do with our original amount of luggage, therefore causing me and Mrs Wonderful to pack in peace. While we were away I was able to repeat the addition of the 3 kg's.
        The flight's both left on time and arrived early, with absolutely no fuss.
        We also booked 'Speedy Boarding' for both journey's, which I thought was a wise move, enabling us to sit together, without having to race to the aircraft. I notice that easy Jet have introduced pre booking seats, which I think is a great idea and so much better than speedy boarding, because we could not believe that even though people had booked speedy boarding they still raced to get on first, which amused myself and the gorgeous one greatly.

        I really did everything about the whole process of booking and the complete travel experience very enjoyable.

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        15.07.2012 20:24

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        Poor choice and one I have paid for dearly to the tune of over £300 so far.

        After booking a return flight to Barcelona in March of this year I was disappointed to learn of the strikes planned by the airport workers. The flight out to Barcelona was eventually cancelled but as the systems were down at Easyjet I was told to rebook myself and the full cost of the difference would be met by Easyjet. The girl I spoke to was so nice it really surprised me as my experience previously had not been great. Fast forward to tryingt o reclaim and whole different story. Now I am told that the flight did take off and I must have missed it. No refund! Many, many phone calls later and still no further forward. Incidently the return leg was also cancelled at 1am after we had been told to go to the gate for a 7pm flight, to be left standing with no one in the terminal to advise what was going on, it took a check on their website to learn that flight had also been cancelled. Really appalling service, would not use again.

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        06.05.2012 01:20
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        A good value flight, well worth a try :)

        I have been using easy jet for 5 years now. Every year as a family we go
        To Mallorca, we tend to use easy jet as they are the cheapest airline for the journey. They usually work out to be at least £130 cheaper per person. Easy jet are very simple to book through as you just have to follow the online instructions. You are charged for using a card no matter if it is debit or credit which can be a nuisance, but I believe all airlines are currently the same. I will now go into more detail about the company and why I use them.

        The plane/journey:

        The planes are smaller than the usual I have flown on, I'm not very good with planes and there names. They are always clean though and you get enough leg room. The only problem you will encounter Is the way you are allocated seats. You can pay for speedy boarding, but if you do not you tend to be cattle herded onto the plain, there is group a and b. if you are in group B you will struggle to sit next to your family. But because you pay so Lille for the flight this shouldnt be too much of a worry to you. I have always found they have very nice staff onboard, also they have great food available on certain flights. The only thing lacking on easy jet flights is inflight entertainment! They are basic, so I would advise you take a book or iPod on the journey! On short Haul flights I find it doesn't matter so much about the entertainment :)

        Speedy boarding:

        We tend to fly using speedy boarding. This means that you can get on the plane first and you can also get your bags onto the plane quickly with a smaller que. I believe it's best to do speedy boarding if you are going as a family and you would like to sit next to each other. As easy jet do not give you specific seat numbers I believe it's better to go speedy boarding, the times we haven't used this service we have struggled to find seats next to each other. The only issue is that speedy boarding comes at an extra price and can be quite expensive per family. I have only had trouble using speedy boarding once, the reason I had problems was because the queue for speedy boarding was larger than the queue for normal boarding! But the othe times there as been a small queue and I got through to duty free very quickly, which is better than standing around for hours in a huge trailing queue!

        Overall:

        I have not had any problems using easy jet as of yet. I have used them five times and have enjoyed my flight evertime. They are a no thrills airline, you get what you pay for. But I believe they are very good and they do care about there customers! They are cheap and affordable. I would recommend them to anyone who wants to save some money and Anyone who is not bothered by having any inflight entertainment. They are nice and simple! I will continue to use them in the future as I have had nothing but good experiences with them. Make sure you check out how much your baggage will cost and also investigate into speedy boarding if your going as a group. Be aware that many people will fight to get seats infromt of you, it's not the most comfortable way of boarding a plane, but you tend to get what you pay for :)

        Thanks for reading. I will be giving easy jet a 4 star raring as they are a good company :)

        Josh

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        02.08.2011 14:48

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        Best Low Cost Airline

        I have flown with EasyJet a number of times and I can honestly say I cannot say a bad word about them that would make me want so spend another £100.00 Extra on a flight with a different Airline!!

        When booking you have to add your Luggage @ the end which is an additional cost, however, even with the baggage you are still looking at a large saving in comparison to other airlines!

        I have read other "EasyJet reviews" and can see people have complained about the Credit / Debit Charges for payment but this the case with all Airlines. Easy Jet are exactly the same as Thomson, Ryan Air etc. I believe that all these charges are being reviewed at the moment for all Airlines and so they should as they are ridiculosly expensive. We should not have to be charged for paying by a Debit Card!!

        The only disadvantage to EasyJet would be "Speedy Boarding" - Absolutley no point in paying for Speedy Boarding. You are put into 2 Seperate ques but if you are at a gate whereby you still have to get the bus you are all placed together in the end and people just end up pushing to get off first so even if you do have "Speedy Boarding" you still need to push to get a seat first! That said this would not put me off EasyJet, I just would not waste by money and pay for "Speedy Boarding".

        Overall, I have never had a problem with Easy Jet. The odd delay here and there but I have had far worse with Thomson!

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        18.06.2011 03:59
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        would only fly with them if all other options are more expensive by a margin

        I had a couple of really bad experiences with easy jet and decided not to fly with them unless they were the only reasonable option in terms of price. Not just because of the couple of times when something went terribly wrong but because I also find that in my experience they almost always have 1 to 2 hour delays if not more.

        The prices are cheaper than normal airlines specially if you book early. But for that you get the following: The planes and seats are small and seats are not assigned. So sometimes you end up not sitting with however you are flying with. No meals are provided for free but you can buy sandwitches, crisps, drinks etc. You have to pay more for checked-in baggage and you can only carry one bag on board (including whatever you purchased from duty-free etc). If you want to board early, you have to pay extra. However, for short flights this is all bareable.

        One time I booked a slightly late flight (around 7 or 8 p.m.) flying from stansted airport. At check-in nothing seemed wrong and the screens showed that the flight was on time with no problems(it was about one hour before flight time). however, after going through security the screens showed about a 1 hour delay and of course no explanation was given. A little later the delay went up to 2 hours. A while later the screen simply showed the flight as cancelled!! again no explanation and no clear way of dealing with this. I went to the information desk and eventually someone from easyJet showed up. They booked a hotel for us and had a bus to take us there and back the next day for the replacement flight. I think my main problem with them is that was almost no apology and they weren't even friendly to us or took the time to explain. The next day we are taken back to the airport. You'd think after a huge mess up like this they at least wouldn't be as strict about luggage weights etc but they weren't. It almost felt like they did us a favor because they put us up in a hotel! Anyway the flight was slightly delayed and I called the easyjet customer service number to check while in the airport and was told that the reason the flight was cancelled was that they didn't have enough staff and that another flight this morning was cancelled too! I mean surely when you don't have enough staff you know beforehand and there was no need for the torture of incremental delays the day before.

        I emailed them later to ask for compensation and was told I was not entitled to any because the flight was delayed and not cancelled! Surely showing the word cancelled on the screen and flying the next day with a different flight number is cancelled and not delayed!

        I think what's bad about them is not only the delays and cancellations as this can happen with any airline but their attitude and the way they treat customers. I also find it ironic that they are so strict about check-in times to the second when they often have long delays that they expect customers to understand and not complain about. I have had a few other bad experiences with rude flight attendants etc but I guess you get what you paid for. Although I don't find them that cheap and was recently been able to avoid them as much as I can.

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        14.06.2011 13:58

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        Lets wait and see

        I have just booked an expensive (£5,500) cruise with Virgin Cruises and I am staggered to find they use Easyjet as their carrier to Barcelona. I always try to book a holiday with a reputable vendor as I feel it gives more security. In fairness I never even thought to ask who they used at the time of booking....but why should I this is Virgin?

        My experience of Easyjet is one of instant cancellations and cattle class travel and have stopped using them last year because of this.

        Having questioned Virgin they seem pretty disinterested now they have my money. They say they will get us there one way or the other although the cruise leaves at 5pm and I cant see Easyjet worrying about that.

        I dont want to complain before I have been on holiday but I have an awful feeling in my stomach about this.

        BEWARE IF YOU BOOK WITH VIRGIN CRUISES

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        24.05.2011 15:01

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        Great airline for the price, my favourite amongst the low cost lines.

        I have flown easyjet a lot recently. To Spain a few times to visit parents and also a longer flight to Jordan. There is a lot to shout about at easyjet, not great planes, costs for using card, cost for taking a bag, cost for being first one the plane etc etc.

        However, if you have the bare minimum, take some baggage in the cabin, they are perfect. They are a low cost airline and therefore they reduce the cost as much as possible to the customer, including removing costs for people who might not want to take baggage on board.

        The planes aren't the most comfortable places to spend a few hours, but the staff have always been polite, service has always been great and I've never landed late and I must of been on over 20 flights with these. Maybe I am just one of the lucky ones? The longest flight was to there new destination in Amman, Jordan, where the planes are the same they use across Europe, so sitting on one of those for over 5 hours wasn't my idea of luxury, but I chose this airline for the price. I would of sat on the floor if it meant the cost of my ticket was cheaper! You fly a budget airline to save money, therefore you can't expect anything more than the minimum. To land on time is the most to ask for and that has happened every time so far...

        I've flown other budget airlines across the world, and easyjet are among the best. Ryanair quality is a lot worse, again this could be down to luck, but I've found easyjet to always be more friendly, more on time and the quality of the cabin and food to be greater.

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        15.04.2011 23:50
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        It is what it says on the aircraft.

        We all remember the program 'Airline' that showed how much for a screw-up Easy jet was. Although secretly we know that it's a cheeky way for Easyjet to say "taa-daaa, yet another problem we've solved!". After watching this, I was always slightly hesitant with flying with easy jet. My usual destiation is Turkey, ad Easyjet have ever operated flights to here with my local airport. However, they do with Manchester, London and East-midlands airport. The flights were ridiculously cheap, £45 one way from UK to Turkey.. Whereas it would usually be about £150. It them seemed as if it were worth it to try Easyjet as trains to Manchester were only £15 with Virgin Trans (review coming soon) and I wanted a cheap holiday. I must say, I was very apprehensive, because, should the flight be delayed or cancelled I would be stuck in Manchester. I decided to take the chance anyway.

        I was very pleased with the flight times available. My flight was at 14:00. Then would get me into Turkey was 21:00 local time. From my local airport, flights are often from 18:00 onwards, this would mean arriving in Turkey at awkward hours in the morning, and with a 90 minute bus journey to the resort, it isn't too pleasant. I also used easy jet not long ago to fly from Glasgow to London. I was pleased to see that there were flight times available from 7:00 right up to 22:00. I then worked out that flights are almost like a shuttle flight. The plane flies to and from Glasgow all day without stop ensuring that you ca get a flight time that suits.

        My flight to Turkey was only £45 although this was not including the absolute con that is "speedy boarding" (will rant about this in a second) and also I only took a small bag which was allowed on the aircraft not a problem. I also, as mentioned previously, use this service to and from Glasgow and flights range from £19 to £70. A word of warning is that if you find a cheap easy jet flight, book it straight a way. Very seldom do you get the a last minute deal ad the prices are always increasing as more are sold.

        On-line check in a gift from the heavens especially if you don't have any check-in bags. Even if you do, you can drop them in, but if you're going to do this, you may as well not check-in online at all. All you have to do is print your boarding card and it's as easy as that. I actually had to walk up to the desk and ask the women if I had definitely checked in as it all seemed too easy. Another thing is that online check-in is free. This doesn't make much of a difference as airport check in is free. However, it's nice to know that there is very few extra hidden charged unlike Ryanair who charge you for online check in, and even more for airport check in!!

        Easy jet has a reputation of giving a lot of extra hidden charges. However, I don't feel that they do. They give you the price with charged and taxes, and yes, they do charge you £5 for using a debit card, but apart from that all the extra charges seem reasonable if you compare it with Ryanair. You have to pay extra for baggage, but all airlines do this now. The price you see is basically the price you have to pay.

        I was extremely impressed with the amount of baggage they allowed you. I bought a tiny suitcase for £8 which done me for a week's holiday. When I put it in the hold to test the baggage size, it fell in with plenty of space left. Also, they don't weigh your case so as long as it all fits in you're fine. Definetly ticking more boxes than Ryaair!

        People have also said Ryanair's check in is a bit unorganised. Unless you have abnormally long legs and can't fit in a normal seat, I would not recommend paying £9 for 'speedy boarding'. All you have to do is ensure you are at the gate on time and you and your party will get seats together. This is because they usually have two sets of stairs, one in the front of the plane, one on the back. Whilst all the people who have fallen into the trap of speedy boarding que up at the front stairs waiting for their cards to be checked and waiting for everyone to get a seat, all the smart folk can run to the rear stairs and get a seat together at the back off the plane. You are not allocated seats, which I find useful as if I'm flying myself, when I take up a row people don't want to sit beside me (I must smell) so I end up with a row to myself the entire flight. Also, there's not the pain of "can rows 1-15 only board please? .. Oh, you're row 16? Sorry you'll have to sit down a moment".

        The cabin crew have all been very friendly onbard. They all seem a bit "hurry up and sit down", but what can you expect, they have a 25 minute turn-around and get in trouble if they don't meet it. I find that between boarding the plane and getting into the air, there is a very short time between it. This is good as some nervous flyers get very worked up during this part of the flight and it doesn't help when the crew are prancing around waving life jacks in your face saying :"look, this is what you're going to be wearing when you die in the pacific ocean, but don't worry, you have a toy light and whistle to play with whilst freezing to your death. And don't think we're going to take it off anytime soon, oh no we're going to wear it whilst checking the seatbelts to ensure everyone can have a right good look at it!!". They really like to scare you at the start of flights. Yes, I used to be a nervous flyer.

        The leg room in my opinion is quite good. I have small legs anyway, but for a cheap airline easy jet is very generous with it. During the flight, you have no entertainment. But really, you paid £25 for a ticket, don't expect a flight AND a cinema. I don't really know how much food and drinks are because, to be honest, I didn't really buy any.

        Easyjet gives you what you pay for and extra! I was also very pleased to have been flown for the first time by a female captain, and can say it was one of the smoothest flights I had I felt very pleased with that experience.

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          28.01.2011 21:33

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          we booked easy jet for the first time we booked flight and holiday to malta 19 dec 9 nights. can say it was good. flight was ok hotel good

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          19.01.2011 15:13
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          Worst flight and worse customer service ever. They do not warrant the minimum 1 star given.

          I would NEVER, repeat NEVER use Easyjet again. Flight from Sofia to Manchester cancelled. No one at airport to assist or provide information on what was happening. We were left to sort the problem out ourselves. Rang Easyjet help desk, NO ONE answered, just automated messages, and I was left hanging on for over an hour at my expense. I emailed them twice NO ONE replied. Airport official told me to go online and rebook on next available Easyjet flight, this was 7 DAYS LATER! I frantically tried for hours to get a flight back to Manchester with another airline. Nothing available. Then tried for anywhere in the UK and managed to get a flight to Luton 26 hours later. Was left in the airport with no food and no drink and all the shops and restaurants were shut. I applied on line for a refund 9 days ago and have heard nothing back. I have emailed them 3 further times, no reply. Phoned them repeatedly, they still do not answer. Their total lack of service is the worst I have ever encountered in my entire life and would I recommend everyone NEVER TO USE THEM.

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          15.01.2011 23:47

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          I turned up at Manchester airport for a flight to Malaga, and the trailertrash at the easyjet desk said its cancelled no explanation no nothing, she grunted come back tomorrow, i asked, would i get a full refund, t/trash said yeah, that was in July 2010, Today 15th of January 2011 and after sending 39 e-mails I am still waiting for my money, Altho (wait for it)... they e-mailed me in November and said they would pay back into my account the full fare,..And yes am still waiting. It is the first time i have flown with a low cost airline and believe me it will be the last, IF after reading this you go ahed and book with Easyjet, all i can say is you deserve each other, NEVER EVER AGAIN WILL I TOUCH THAT LOW LIFE COMPANY

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          13.10.2010 11:35
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          Easyjet no longer provide a basic service

          Until the end of 2009, I had been more than happy with the service provided by Easyjet. Flying with the likes of BA for work is a completely different experience and worth the extra cost to maximise against the risk of delays etc however, for personal use Easyjet has always provided a very good service.
          View however, that this service has deteriorated dramatically during the course of 2010.
          Since January 2010 have used easyJet on approx. 20 occasions. 7 Cancelled flights, and only one occasion did the flight depart within an hour of the scheduled time. Average delay has been 2 hours.
          On one occasion it was explained that there were issues relating to the French air traffic controllers strike, which is understandable, and on the remainder the explanation provided was simply the late arrival of the plane at the previous destination. Seems to be a standard line.

          7 cancelled flights and a response time for claims and credit refunds of not less than 3 months. No point phoning the customer services number, which I have tested on 5 occasions and have failed to have my call answered within the 3 hours.

          On 2 occasions I was told at the airport by easyJet staff prior to security, that the flight would be cancelled and that I should make alternative arrangements and then claim a refund. Easyjet customer services, after 3 months of evaluating my claim, state that the records available show that the flight was delayed but not cancelled, and therefore refuse my claim.

          Have discovered that there is no point in contesting as the customer services team don't respond to either phone calls or e mails, not at least within a further 4 months.

          As a side note, I have hosted 32 tourists during 2010, of which 21 have travelled using Easyjet. Not one of these guests arrived within an hour of the scheduled time.

          Easyjet used to be a good low cost service provider, with an acceptable level of punctuality and capability to resolve problems. Given also the cost base.
          No doubt that the quality of the service provided by Easyjet has deteriorated dramatically during the last 12 months, and the back up from the customer service team is at best extremely poor, and more frequently non existent. Considerable frustration at the costs involved in having to work around what are essentially Easyjet's problems and the time and costs involved in obtaining a least that satisfactory resolution to credit requests.
          Considerably amount of time and money essentially given to Easyjet. What charity.

          Am no longer an easyJet customer. Whilst the likes of BA cost considerably more, they do at least provide a basic service, i.e a flight, and / or alternatives when things go wrong, which is all I expect.

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        • More +
          18.09.2010 16:21
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          Friendly service, would def use them again

          We booked to go to Fuerteventura with easy jet last week and we could not fault their service at all. We paid £150 each for return flights from Liverpool which we thought was a bargain. We have never flown with easy jet before and after reading some of the reviews we were a little worried, but we couldn't find one thing to complain about!

          We checked in online before we went and printed off our boarding passes, so we didn't have to queue when we got to the airport. All we had to do was check in our bags, we were allowed 20kg each. There is no weight restriction on your hand luggage, but you are only allowed one bag each. The staff checking us in were friendly and approachable.

          You don't get given seat numbers with easy jet, when you get on the plane you sit where you want. But this makes everybody fight for a seat so they get to sit together! This wasn't nice, but as long as you get to the front/middle of the queue you wont have a problem sitting together. Everybody stands around the screens waiting for the gate number to come up and as soon as it does everybody rushes to the gate to be first in the queue.

          You can pay for speedy boarding which is ok if you walk onto the runway and get on the plane, because you get on first so it is worth it. But if you have to get on a bus to the plane, speedy boarders only get on the bus first, then everybody else gets on the same bus, so they have paid for nothing. Families with children under 5 get on the plane next after the speedy boarders. Then everybody else gets to go on.

          The flight was pleasant, and the pilot was really friendly and chatty throughout the flight. The service from the cabin crew was excellent and overall we had a great flight. There are no tv's or anywhere to plug your headphones in the arm rests on easy jet flights, as this is why they are so cheap to fly with.

          The planes are very small, but modern and clean. You get the same amount of leg room as you do with Thomson/Thomas cook flights, they are very cramped.

          Overall, we will definitely be using easy jet again, they are cheap and we couldn't fault the flight at all!

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