1. 

   Alexia PR
   May 13th, 2013 - 20:25

   An elderly woman was feeling really sick while landing. I genuinly felt really worried as she was also having a panic attack. She reached for a sick bag and so did i. None of us had any. I asked the next row. Noone had any…that woman was left to throw up with no help and the shame of staining not only herself but others, feeling sick, dirty, uncomfortable and probably would not have been able to clean any mess.
   I talked to her and calmed her down a little but she was slightly on tears already. I even shaped a magazine to hold any liquid just in case.
   Once landed helped her a bit and when i left her i went to the fromt of the cabin and told the crew if they could have any sick bags available as that woman really needed one.
   The response from the stewardess wasnt comforting at all as she didnt even ask for the womans state or health or worried about who she was or if she needed frther assistance. She didnt een say that she would give any feedback on the incident or say that they would put any bags there.
   Instead she said: there is nothing we can do if easyjet doesnt provide more sick bags. Sorry but there is nothing we can do.
   Plain unsensitive, disrespectful, selfish and completely out of line fr any service company i have ever been a customer for.
   Just outrageous. This speaks very loud on your crew and your resources, you have no care for your cuatomers and neither does your staff. This is an example of fear to fly with you and your staff as they (and therefor you) are not only careless for your customers but also for any person.
2. 

   JLytel
   March 22nd, 2013 - 15:42

   Dear Carolyn,

   Your chief executive’s introduction on the easyjet website for the 2012 annual report states, “Our cause is to make travel easy and affordable.”

   My trip on March 20, 2013, was the antithesis of “easy” and “affordable.”

   I had booked online a flight on easyJet from CDG airport in Paris to Biarritz (El4SFXZ) at 18:20. I had also reviewed the easyJet carry-on luggage regulations and measured the size of my bag before packing it. When I did pack it, I did not overpack it so that the size extended beyond the easyJet rules.

   On March 20, I arrived at the easyJet checking at 4:10 pm. Katia was my checkin person. She said I had to check my bag. I complained and asked for her supervisor. Axia, the “customer service leader” came by, but she refused to help. When I asked for her supervisor, I was introduced to Marc. I also asked for the location of easyJet’s headquarters and the name of company managers. Katia (4:25 pm) said, “There are no headquarters for easyJet.” She refused to give the names of company managers. First, this statement is blatantly false and is an insult to my intelligence. Easyjet is a public company.

   Marc, employee id 804, said, “We cannot give out information on easyJet’s managers.” Again, this statement makes it seem that Marc had something to hide. In fact he did, he covered his name badge with his hand.

   I was angry that the ground staff was being so tenacious about the size of my luggage and using their own subjective opinion for what constituted an allowable size for carry-on luggage when there are defined bag limitations, which they ignored.. I also had a laptop bag, which Katia and Marc refused to define as a laptop bag despite the fact that the bag was specifically designed as a laptop bag.

   I was then told I had to pay for my luggage and was taken over to Sabine, an easyJet sales desk agent.

   I find my treatment on easyJet reprehensible and believe that the easyJet ground staff was not only untrained in customer service but were disrespectful.

   Unfortunately, I have to fly easyJet (Flight 3705) on March 27 from Biarritz to CDG and will expect the same treatment.
3. 

   sawako adachi
   March 20th, 2013 - 04:10

   Because an airplane was canceled,
   Please refund it.
   EKW972F
   sawako adachi
4. 

   James51
   November 9th, 2012 - 08:33

   l was travelling Easyjet return ticket with my 2 sons from Paris tp Belfast. Passed through security and passport control confirming l was my sons’ father and remaining inside Europe. l was travelling on my Irish passport my 2 sons 15 and 12 years old had their French national ID card. l had also complete the new security entry form required to entered Northern Ireland and had received an accepted response. Just as we were passing throught gate 21 to board the Easyjet member of staff checked our IDs and then proceeded to look for evidence l was their father. After producing all the IDs (work ID, Carte residiential, credit cards etc.) and anything at all with reference to my name we were refused boarding. l was told to refer to the conditions of travelling with children.
   The policy states that l CAN be asked and l SHOULD carry for the French Authorities, however l had already passed through police and passport control so l was officially “cleared” by the French Authorities to proceed and board my flight. Regardless of my plight and shock and the begging from my 2 sons we were refused access to boarding. l LOST ALL REFUNDS (24hr cancellation policy) and CARHIRE REFUND AS I HAD RESERVED ALL THROUGH THE EASYJET WEBSITE. Had l reserved individually the carhire would have fully refunded me.
   SINGLE PARENTS AND “PACKAGE DEALS” with airline sites BEWARE.
   Question? Is Easyjet a French Authority?
5. 

   martin
   June 26th, 2012 - 09:00

   My girlfriend and i are frequent fliers on easyjet and to date have had many pleasant flights with no problems at all.
   This weekend we left France for a dart competition which we do regularly from bordeaux on easyjet flight EZY5014 bound for gatwick, as we have darts we always book in one case and
   travel with hand luggage cases which conform to your airline.we checked in and were asked to put the bag into the craddle to check in bordeaux airport which was fine,so we continued to board and had a pleasant flight.
   However on the return flight easyjet EZY5013 from gatwick to bordeaux we booked in as normal were asked again to check the bags all was ok the bag with the darts went in the hold and we were allowed to pass through the gate.Well at the gate 24 incidently 25june 11.45 we waited in line to board.i was first and was allowed through my girlfriend however with exactly the same bag was asked to put the bag in the craddle again which she did, this time the handle was about 1cm to long and the steward said she had to pay for it to go in the hold 40pounds,she called for me to help as she is french and was having difficulty understanding the very abrupt and unpleasant male steward.i returned and tried to explain it has never had a problem to which he then turned on me to say mine was the same and i would have to pay for it to go in the plane to, having already passed through.we could see the other passengers were getting quite upset and i asked if i could rip off the handle so it could pass or even to change all the contents of one into the other as the weight is increased and pay for one to go in the hold and throw one case away which was cheaper than the 40 pounds they were going to charge.The two staff totally ignored us and said if we don’t pay the 80pounds the cases will not fly.
   Very reluctantly i paid and have the reciept here and am writing to yourselves for two very good reasons.
   one is how can the cases pass every other time in the craddle and then be refused at the gatwick end. {i did notice that the plane was filling and obviously they were running out of cabin space probably why we were picked on}
   the second reason is to see if the staff could at least attend a course on customer relations as they clearly had no skills in either and were rude,unhelpful and unprofessional.
   i do not hold any hope of ever seeing my 80pounds again but will add that when the case arrived in france it was badly damaged and we had to get someone at the french end who were very helpful to
   look at the damaged bag and offer a new bag.but not the fee .
   I will add once away from those terrible staff at the boarding gate .we boarded the flight and had a very good flight with very friendly smiley staff as we have come to expect from
   Easyjet.
   I will add that once we were forced to pay we then looked at more than 40 percent of cases in the plane which were clearly bigger in one way or another than the said measuring craddle, which as you can imagine added furthur frustration and anger to the end of a short weekend which was fantastic,until those kind staff ruined it.
   please respond and don’t just let this email disappear in the system
   yours very disatisfied
   m.goodin
6. 

   Mark T
   April 7th, 2011 - 21:41

   Re: Baggage [Incident: 110320-000161]
   From:
   Mark Turner [Chat now]
   To: easyJet Customer Services
   Kevin,

   I have one more Easyjet flight booked this year in a couple of weeks and from then on I will be flying BA from Bordeaux, since I fly regularly it will be one less seat on that route. I sincerely hope that you and your airline fade into corporate history where you belong. I will do my best to encourage friends, family and clients to avoid Easyjet and will happily now travel the extra 10 mins to Bordeaux to pick them up or to fly from LHR to TOU thus allowing the avoidance of the gate farthest away from the terminal, the constant delays, the dreadful scrum at boarding and having to deal with Easyjet employees who wouldn’t know what customer service is if it bit them on the backside.

   You still miss the point which I am banging on and on about.

   HAD A MEMBER OF YOUR STAFF INITIALLY LISTENED TO ME AND NOT TREATED ME LIKE ONE OF A HERD OF CATTLE THEN THIS WOULD NOT HAVE HAPPENED!

   I WASN’T LATE FOR THE FLIGHT WHICH YOU CONTINUE TO INFER. I WAS SIMPLY NOT LISTENED TOO AND PUT AT THE END OF AN ENORMOUS QUEUE AND WAITED UNTIL I WAS CALLED OUT IN A MAD RUSH.

   DO YOU UNDERSTAND? I am not sure that you do, given your language use.

   Please try to spell correctly when writing to me and stop using the word prescribed (not proscribed) as it is not correct, the clue here is pre (meaning before) and scribed (meaning written)… to have a ‘prescribed item’ it would have to be specific, there is no specific mention of drill bits anywhere in any written document to which you have referred. I would therefore suggest you use ‘prohibited’. Of course, this is debatable since I carried them on the outbound route in hand luggage and did not try to dismantle the plane.

   Rest assured you have lost a customer… and without customers, no customer services. Future’s looking bright and I wish you all the best.

   I will be forwarding on this correspondence to whom I consider appropriate.

   Sincerely,

   Mark Turner

   ________________________________________________________________________

   Pour réussir dans le monde, il ne suffit pas d’être stupide, vous devez aussi avoir de bonnes manières. Voltaire

   From: easyJet Customer Services
   To: wombat_markt@yahoo.com
   Sent: Thu, 7 April, 2011 10:13:22
   Subject: Baggage [Incident: 110320-000161]

   Recently you requested personal assistance from our on-line support centre.

   If this issue is not resolved to your satisfaction, you may reopen it within the next 90 days.

   Thank you for allowing us to be of service to you.

   Subject
   Baggage

   Discussion Thread
   Response Via Email (- Kevin Fitzpatrick -) 07/04/2011 08.13 AM
   Dear Mr Turner,

   Thank you for replying.

   I am sorry but I am unable to refund you the rescue fee that you paid to get on the next flight. You tried to board a plane with proscribed objects in your hand baggage. Granted, you were on time for your flight, but as security found these items in your hand baggage, you were held up as you switched the contents over to your hold baggage.

   As you were on time for your original flight you were charged a rescue fee so you could board the next available return flight.

   If you had have kept to the carrier’s regulations, that we ask you to read and accept before you confirm your easyJet booking, none of this mess would have occurred, and you would have been allowed to board your flight quite freely. Unfortunately you did not, and I am afraid that you are not entitled to a refund of your rescue fee.

   Yours sincerely,

   - Kevin Fitzpatrick -
   Customer Service Representative
   Customer By Email (Mark Turner) 06/04/2011 08.41 PM
   Kevin,
   I know about the excess baggage as after rejigging I paid an extra forty pounds on the luggage in the hold. Admittedly I did not need to transfer everything but given the wait for the next flight I was happy to pay that to lighten my hand luggage… to get charged the extra 43 pounds for a seat that is clearly empty, as a ‘rescue fee’ however just smacks of profiteering at your customer’s expense… even though I go back to the point THAT HAD YOUR STAFF LISTENED TO ME THEN THIS WOULD NOT HAVE
   HAPPENED AS I WOULD HAVE HAD AMPLE TIME TO BOARD SAID AIRCRAFT… do you understand??? LISTEN, LISTEN, LISTEN… It’s not difficult.
   As to your point below there is conjecture as to whether or not I posed a security risk. I maintain I did not as I would have presented as much of a risk with my biro in my pocket… however as stated previously, not the point. Listen, listen, listen…
   And yes, there is something you can do… you can give me my 43 pounds back. End of. I paid over the odds for said
   flight because it was rugby weekend, paid for excess baggage due to the moronic behaviour of HM Border Control and then paid an extra 43 pounds to be ‘rescued’ by a bunch of thieves. In my twenties and thirties I worked all over the world and flew to many destinations… I have at times been delayed by days only to be accommodated by my airline at no extra fee. This business practice is theft, plain and simple and I would be happy to see this one through as your company’s behaviour is testament to all that
   is wrong with the corporate model at the moment. Do the decent thing and remember that without customers you all go home early and give me back my money that you have stolen.
   M. Turner Bsc(Hons) A.C.S.I

   ________________________________________________________________________
   Pour réussir dans le monde, il ne suffit pas d’être stupide, vous devez aussi avoir de bonnes manières. Voltaire
   Response Via Email (- Kevin Fitzpatrick -) 06/04/2011 08.13 AM
   Dear Mr Turner,

   Thank you for contacting us again.

   I sent you a response to your previous email on March 24th 2011 at 11:43am. Incase you did not receive it, here it is again:

   *******************************************************

   Dear Mr Turner,

   Thank you for contacting us.

   When you arrive at the airport we cannot guarantee how long the queues at the check-in can be, and that is why we advise passengers to arrive in plenty of time before the scheduled time of departure so as they are able to board their flight. If passengers arrive late at the airport due to some emergency at home or traffic issues, or being held up in security for example, staff at the airport can offer rescue fee, currently £43.00 per passenger. This is not a free transfer and can only be done within first two hours after scheduled time of departure (STD).

   When you had to put your tools into your hold baggage, if it was over the 20 KG weight allowance, then again you would have been subject to an excess weight fee, which at the airport is £10.00 per kilo.

   In regards to your explanation of the legal requirement, Section 1 Article 2 (J) of REGULATION (EC) No 261/2004 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL states:

   ‘denied boarding’ means a refusal to carry passengers on a flight, although they have presented themselves for boarding under the conditions laid down in Article 3(2), except where there are reasonable grounds to deny them boarding, such as reasons of health, safety or security, or inadequate travel documentation;

   As you were carrying articles onboard deemed unsafe by the airport authorities, this regulation states that you were denied boarding on the grounds of health and safety and security, and the health and safety and security of our passengers is paramount.

   I have read your concerns, and I can understand your frustration, but I am afraid that there is nothing that I can offer you.

   Yours sincerely,

   - Kevin Fitzpatrick -
   Customer Service Representative

   *******************************************************

   I do hope that this clears it up for you.

   Yours sincerely,

   - Kevin Fitzpatrick -
   Customer Service Representative
   Customer By Email (Mark Turner) 05/04/2011 07.41 PM
   Any response???
   ________________________________________________________________________
   Pour réussir dans le monde, il ne suffit pas d’être stupide, vous devez aussi avoir de bonnes manières. Voltaire
   —– Forwarded Message —-
   Well, I guess turning up 1hr 45 mins beforehand just won’t do, with a queue a mile long with flights being called out so
   that passengers can jump the queue and sprint to the terminal is also part of your procedure. Perhaps I should have checked in the previous evening at 8pm as your unhelpful manageress seemed to infer. Drill bits are not prescribed, neither are they particularly dangerous… Are pens forbidden? As they too would represent the same risk? All this is an aside however as it is not this point. You are being as obfuscatory as your staff at LGW, is there some sort of course that you go on at Easyjet? How not to
   listen to your customers? A very simple point, if I had been listened to in the first instance then this incident would not have happened, it is the apportionment of blame in this scenario which is the crux.
   I will be sending all of this discourse onward to my media chums as I am appalled by your lack of customer service and now will be flying BA to Bordeaux and I will be recommending all clients and friends do the same. I will also be considering a further complaint to the CAA and discussing how your
   terms and conditions (which you seem so ready to hide behind) encompass REGULATION (EC) No 261/2004, 10 namely:
   “Passengers denied boarding against their will should be able either to cancel their flights, with reimbursement of their tickets, or to continue them under satisfactory
   conditions, and should be adequately cared for while awaiting a later flight.”
   Since you too seem to be part of the ‘no, not listening’ process that Easyjet seems to embrace so readily I wonder if you should compare and
   contrast the two documents, your terms and the legal requirements as I will be making that suggestion to the CAA firstly, then to the other regulatory bodies within the EU.
   http://eur-lex.europa.eu/LexUriServ/site/en/oj/2004/l_046/l_04620040217en00010007.pdf
   To correct your points below:
   Easyjet does not provide the same service for every passenger, you simply charge extra for any differential service. Speedy boarding and the such. The usual scrum normally being too much for many to endure. The
   term ‘rescue fee’ also seems disingenuous in this instance and should be labelled ‘piracy fee’ or just simply ‘theft’ as this is indeed what it is.
   And no, you have not answered this question fully as I require an explanation of said charge in relation to the legal requirements at the link above. In the meantime I too shall study the legal issues arising from Easyjet T’s & C’s and will come back with more questions at a later date.
   Sincerely,
   Mark Turner, BSc(Hons) F.C.S.I
   ________________________________________________________________________
   Pour réussir dans le monde, il ne suffit pas d’être stupide, vous devez aussi avoir de bonnes manières. Voltaire
   From: easyJet Customer Services
   To: wombat_markt@yahoo.com
   Sent: Thu, 24 March, 2011 10:28:28
   Subject: Baggage [Incident: 110320-000161]

   Easyjet
   ________________________________________________
   Name:
   Mark Turner

   Title:
   Baggage

   Date:
   20/03/2011

   Our Reference:
   110320-000161
   Booking Reference: EHJGPGX
   24 th March 2011
   Dear Mr Turner,
   Thank you for replying.
   It is unfortunate that you missed your return flight, but easyJet do recommend that you turn up at least 2 hours before departure time, incase there is any hold ups at check-in and security, as any time later than this may cause you to miss your flight. The young staff member may have told you to go to the back of the queue, as there would have been other people in the queue waiting longer
   than you.
   Common sense or not, our policy states that dangerous or sharp items, such as drill bits and hand tools, cannot be taken onboard as hand baggage. It is unfortunate that you missed your flight due to the fact that you tried to take proscribed items onboard, but, at as mentioned above, easyJet recommend that you arrive at least 2 hours before the scheduled time of departure, incase incidents like this occur.
   I regret that I can only deal with your claim based on the terms and conditions you
   agreed to when you booked. I am unable to make any exceptions as easyJet strives to provide the same service for all passengers. You agreed not to take any sharp or dangerous items onboard when you agreed to our terms and conditions when you first made your easyJet booking. Without doing this you would have been unable to finalise your booking, so I am afraid we cannot reimburse you if you missed your return flight, and had to pay a rescue fee.
   I do hope I have been able to answer your question fully.
   To update your query please reply to this e-mail. We will be happy to assist you further.
   Yours sincerely,
   - Kevin Fitzpatrick -
   Customer Service Representative

   This email (and any attachments) may contain privileged and/or confidential information. If you are not the person we sent this email to please do not distribute, copy or rely on the information (or any attachment) it contains. If this came to you by mistake we are very sorry, please tell us straightaway and then delete it.
   Unless explicitly stated any opinion expressed in this e mail may not be the same as easyJet and the content does not represent a contract. In addition we cannot accept responsibility (including negligence) for any loss or damage, for example (but not limited to) a computer virus, caused as a result of this email (or any attachments). We reserve the right to retain and monitor all email communications.
   easyJet Airline Company Limited. Registered office: Hangar 89, London Luton Airport, Luton, Beds, LU2
   9PF, United Kingdom. Registered in England, company number: 3034606
   Response Via Email (- Kevin Fitzpatrick -) 24/03/2011 11.43 AM
   Dear Mr Turner,

   Thank you for contacting us.

   When you arrive at the airport we cannot guarantee how long the queues at the check-in can be, and that is why we advise passengers to arrive in plenty of time before the scheduled time of departure so as they are able to board their flight. If passengers arrive late at the airport due to some emergency at home or traffic issues, or being held up in security for example, staff at the airport can offer rescue fee, currently £43.00 per passenger. This is not a free transfer and can only be done within first two hours after scheduled time of departure (STD).

   When you had to put your tools into your hold baggage, if it was over the 20 KG weight allowance, then again you would have been subject to an excess weight fee, which at the airport is £10.00 per kilo.

   In regards to your explanation of the legal requirement, Section 1 Article 2 (J) of REGULATION (EC) No 261/2004 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL states:

   ‘denied boarding’ means a refusal to carry passengers on a flight, although they have presented themselves for boarding under the conditions laid down in Article 3(2), except where there are reasonable grounds to deny them boarding, such as reasons of health, safety or security, or inadequate travel documentation;

   As you were carrying articles onboard deemed unsafe by the airport authorities, this regulation states that you were denied boarding on the grounds of health and safety and security, and the health and safety and security of our passengers is paramount.

   I have read your concerns, and I can understand your frustration, but I am afraid that there is nothing that I can offer you.

   Yours sincerely,

   - Kevin Fitzpatrick -
   Customer Service Representative
   Customer By Email (Mark Turner) 24/03/2011 11.07 AM
   Well, I guess turning up 1hr 45 mins beforehand just won’t do, with a queue a mile long with flights being called out so that passengers can jump the queue and sprint to the terminal is also part of your procedure. Perhaps I should have checked in the previous evening at 8pm as your unhelpful manageress seemed to infer. Drill bits are not prescribed, neither are they particularly dangerous… Are pens forbidden? As they too would represent the same risk? All this is an aside however as it is not this point.
   You are being as obfuscatory as your staff at LGW, is there some sort of course that you go on at Easyjet? How not to listen to your customers? A very simple point, if I had been listened to in the first instance then this incident would not have happened, it is the apportionment of blame in this scenario which is the crux.
   I will be sending all of this discourse onward to my media chums as I am appalled by your lack of customer service and now will be flying BA to Bordeaux and I will be recommending
   all clients and friends do the same. I will also be considering a further complaint to the CAA and discussing how your terms and conditions (which you seem so ready to hide behind) encompass REGULATION (EC) No 261/2004, 10 namely:
   “Passengers denied boarding against their will should be able either to cancel their flights, with reimbursement of their tickets, or to continue them under satisfactory
   conditions, and should be adequately cared for while awaiting a later flight.”
   Since you too seem to
   be part of the ‘no, not listening’ process that Easyjet seems to embrace so readily I wonder if you should compare and contrast the two documents, your terms and the legal requirements as I will be making that suggestion to the CAA firstly, then to the other regulatory bodies within the EU.
   http://eur-lex.europa.eu/LexUriServ/site/en/oj/2004/l_046/l_04620040217en00010007.pdf
   To correct your points below:
   Easyjet does not provide the same service for every passenger, you simply charge extra for
   any differential service. Speedy boarding and the such. The usual scrum normally being too much for many to endure. The term ‘rescue fee’ also seems disingenuous in this instance and should be labelled ‘piracy fee’ or just simply ‘theft’ as this is indeed what it is.
   And no, you have not answered this question fully as I require an explanation of said charge in relation to the legal requirements at the link above. In the meantime I too shall study the legal issues arising from Easyjet T’s & C’s and will
   come back with more questions at a later date.
   Sincerely,
   Mark Turner, BSc(Hons) F.C.S.I
   ________________________________________________________________________
   Pour réussir dans le monde, il ne suffit pas d’être stupide, vous devez aussi avoir de bonnes manières. Voltaire
   From: easyJet Customer Services
   To: wombat_markt@yahoo.com
   Sent: Thu, 24 March, 2011 10:28:28
   Subject: Baggage [Incident: 110320-000161]

   Easyjet

   ________________________________________________
   Name:
   Mark Turner

   Title:
   Baggage

   Date:
   20/03/2011

   Our Reference: 110320-000161
   Booking Reference: EHJGPGX
   24 th March 2011
   Dear Mr Turner,
   Thank you for replying.
   It is unfortunate that you missed your return flight, but easyJet do recommend that you turn up at least 2 hours before departure time, incase there is any hold ups at check-in and security, as any time later than this may cause you to miss your
   flight. The young staff member may have told you to go to the back of the queue, as there would have been other people in the queue waiting longer than you.
   Common sense or not, our policy states that dangerous or sharp items, such as drill bits and hand tools, cannot be taken onboard as hand baggage. It is unfortunate that you missed your flight due to the fact that you tried to take proscribed items onboard, but, at as mentioned above, easyJet recommend that you arrive at least 2 hours before the
   scheduled time of departure, incase incidents like this occur.
   I regret that I can only deal with your claim based on the terms and conditions you agreed to when you booked. I am unable to make any exceptions as easyJet strives to provide the same service for all passengers. You agreed not to take any sharp or dangerous items onboard when you agreed to our terms and conditions when you first made your easyJet booking. Without doing this you would have been unable to finalise your booking, so I am afraid
   we cannot reimburse you if you missed your return flight, and had to pay a rescue fee.
   I do hope I have been able to answer your question fully. To update your query please reply to this e-mail. We will be happy to assist you further.
   Yours sincerely,
   - Kevin Fitzpatrick -
   Customer Service Representative

   This email (and any attachments) may contain privileged and/or confidential information. If you are not the person we sent this email to please do not distribute, copy or rely on the
   information (or any attachment) it contains. If this came to you by mistake we are very sorry, please tell us straightaway and then delete it.
   Unless explicitly stated any opinion expressed in this e mail may not be the same as easyJet and the content does not represent a contract. In addition we cannot accept responsibility (including negligence) for any loss or damage, for example (but not limited to) a computer virus, caused as a result of this email (or any attachments). We reserve the right to retain
   and monitor all email communications.
   easyJet Airline Company Limited. Registered office: Hangar 89, London Luton Airport, Luton, Beds, LU2 9PF, United Kingdom. Registered in England, company number: 3034606
   Response Via Email (- Kevin Fitzpatrick -) 24/03/2011 09.28 AM
   Dear Mr Turner,

   Thank you for replying.

   It is unfortunate that you missed your return flight, but easyJet do recommend that you turn up at least 2 hours before departure time, incase there is any hold ups at check-in and security, as any time later than this may cause you to miss your flight. The young staff member may have told you to go to the back of the queue, as there would have been other people in the queue waiting longer than you.

   Common sense or not, our policy states that dangerous or sharp items, such as drill bits and hand tools, cannot be taken onboard as hand baggage. It is unfortunate that you missed your flight due to the fact that you tried to take proscribed items onboard, but, at as mentioned above, easyJet recommend that you arrive at least 2 hours before the scheduled time of departure, incase incidents like this occur.

   I regret that I can only deal with your claim based on the terms and conditions you agreed to when you booked. I am unable to make any exceptions as easyJet strives to provide the same service for all passengers. You agreed not to take any sharp or dangerous items onboard when you agreed to our terms and conditions when you first made your easyJet booking. Without doing this you would have been unable to finalise your booking, so I am afraid we cannot reimburse you if you missed your return flight, and had to pay a rescue fee.

   I do hope I have been able to answer your question fully. To update your query please reply to this e-mail. We will be happy to assist you further.

   Yours sincerely,

   - Kevin Fitzpatrick -
   Customer Service Representative
   Customer By Email (Mark Turner) 23/03/2011 07.58 PM
   Well that was worth the wait and the effort… It seems that common sense prevails on this side of la manche and not at LGW or the UK in general. You do not seem to be addressing the issue which is that I knew there may be a problem, I notified your staff as to said problem, was told to go to the back of the queue instead of allowing me enough time to deal with said problem and was therefore stuck at LGW for a morning and your service ran late (which to be fair it always does on the LGW TOULOUSE route).
   Please address this issue as this is my complaint, not that security at LGW is retarded and lacks common sense.
   Quite how a set of drill bits is a weapon still is beyond me, perhaps I may revolve them from one of my bionic nostrils?
   Thanks for the link. Here’s one for you
   http://www.ihateeasyjet.co.uk/portal/
   It seems that you prevalent attitude of batting away customer complaints…. no, actually, customers in general is winning you few friends. Perhaps you should try accepting blame once
   in a while and stop trying to fleece your customers.
   Sincerely,
   Mark Turner….
   How many e-mails do I have to send before I get a response to this? And is there any particular strange format you want me to send it in?

   ________________________________________________________________________
   Pour réussir dans le monde, il ne suffit pas d’être stupide, vous devez aussi avoir de bonnes manières. Voltaire
   From: easyJet Customer Services
   To: wombat_markt@yahoo.com
   Sent: Wed, 23
   March, 2011 12:41:52
   Subject: Baggage [Incident: 110320-000161]

   Easyjet
   ________________________________________________
   Name:
   Mark Turner

   Title:
   Baggage

   Date:
   20/03/2011

   Our Reference: 110320-000161
   Booking Reference: EHJGPGX
   23 rd March 2011
   Dear Mr Turner,
   Thank you for contacting us.
   I would like to sincerely apologise for the long delay in responding to your email and can assure you that this is not of our usual standard.
   The agent
   that read your previous email was unfortunately unable to open your attachment, so they were unable to deal with your request. I have read the attachment on your previous email (incident no.110304-001449) and I am afraid that I am unable to recompense you the fees that you were charged.
   Our policy states if anything is sharp, or can be used as a weapon, it cannot be taken onboard as hand baggage. It was very well that you were allowed onto your outbound journey with these items in your hand baggage, but
   you should not have been allowed to board.
   I have included a link below informing you of our baggage policies:-
   http://www.easyjet.com/EN/Book/regulations.html#baggage
   I regret to inform you that, on this occasion, I am unable to adhere to your request and refund the excess fees that were incurred due to your trying to carry dangerous items onboard.
   Yours sincerely,
   - Kevin Fitzpatrick -
   Customer Service Representative

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   Response Via Email (- Kevin Fitzpatrick -) 23/03/2011 11.41 AM
   Dear Mr Turner,

   Thank you for contacting us.

   I would like to sincerely apologise for the long delay in responding to your email and can assure you that this is not of our usual standard.

   The agent that read your previous email was unfortunately unable to open your attachment, so they were unable to deal with your request. I have read the attachment on your previous email (incident no.110304-001449) and I am afraid that I am unable to recompense you the fees that you were charged.

   Our policy states if anything is sharp, or can be used as a weapon, it cannot be taken onboard as hand baggage. It was very well that you were allowed onto your outbound journey with these items in your hand baggage, but you should not have been allowed to board.

   I have included a link below informing you of our baggage policies:-

   http://www.easyjet.com/EN/Book/regulations.html#baggage

   I regret to inform you that, on this occasion, I am unable to adhere to your request and refund the excess fees that were incurred due to your trying to carry dangerous items onboard.

   Yours sincerely,

   - Kevin Fitzpatrick -
   Customer Service Representative
   Auto-Response 20/03/2011 07.56 AM
   Reference Number: 110320-000161

   Dear Mark,

   Thank you for contacting easyJet.

   Your message has reached our customer service team and we will endeavour to respond to your query as soon as possible.

   If you booked directly through easyjet.com and are seeking a reroute or a refund due to a cancelled flight, you may be able to help yourself through our “manage bookings” facility at easyjet.com.

   If you require urgent assistance relating to imminent travel, please call us.

   Yours Sincerely

   easyJet Customer Services
7. 

   NickB
   May 20th, 2010 - 11:39

   At least they offered you some sort of alternative flight. When Ryanair did this to us, they just gave us the £24.99 we’d paid for the flight and said ‘on your bike’ – which actually ended up as on the ferry and a two day each way drive to the south of France. If we make up our own holiday package now we book car hire and hotels either with a very flexible cancellation policy or with cancellation insurance.

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