This page is about the useless Easyjet's customer service. Again, a very unfortunate and misleading word choice by the company!
Easyjet's answer to my complaint letter
10th July 2012
Dear Mr D'ambrosio,
Thank you for sharing your experience with us.
I have gone through your letter and apologise for the inconvenience caused to you and to other passengers. We try our best to operate our services on time. However, at times unavoidable circumstances like technical fault force us to delay or cancel our flights. Unfortunately it was one of those occasions.
All our staff is trained well to assist our customers in the best possible way. However, from the events described it seems that things did not go as expected on this occasion. I have noted your comments about it. I will forward the feedback to the concerned staff and I assure you that it will be taken very seriously. It is your feedback which helps us toimprove our level of service.
I also apologise if you were given any contradictory information in the aircraft. When a flight is delayed we provide light refreshment vouchers as per EU regulations. However, it is not possible for us to arrange accommodation or free flight transfer in case you miss you next flight booked with us or any other airline. As you have been informed we are a point to point carrier and every journey is a separate contract with us.
Therefore, the staff at Naples was correct in offering to transfer your flight for a fee of €60 per person. I understand that it did not suit you and you travelled by a hired car. I am also sorry to learn that you and other passengers missed the football match. At the same time, I regret to inform you that I amunable to process any refund in this case.
Under Regulation EC 261/2004 it is our responsibility to provide you with direct assistance, but this does not cover any private arrangements you make, such as onward travel, or any pre booked engagement like football match.
I know that this is not the answer you are looking for. However, there are certain policies and procedures I need to follow and it is not possible for me to overlook them. At the same time, I value you association with us and hope that you would treat it as one off occasion.
easyJet Customer Services
Easyjet's unsolicited e-mail apology
2nd May 2012
Dear LUIGI D'AMBROSIO,
We are writing to say how sorry we are for the delay to your flight on 21/04/2012 to MXP airport. Regrettably this was caused by a technical issue with the aircraft. As a result of this we had to arrange for an alternative aircraft so that we could continue with your service.
Safety is our number one priority and we work hard to ensure that all our aircraft are maintained to a high standard. Unfortunately from time to time technical faults do occur and we always take immediate action to address any issues which on this occasion has meant a delay to your flight.
We recognise the inconvenience that this will have caused you and would like to assure you that we strive hard to provide the best possible service to all of our customers and hope that you will give us another chance in the future.
easyJet Customer Services
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