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Easy Jet lies
ymk101
Posts: 34 Forumite
I recently travelled with a large family on Easyjet. Before we flew we emailed customer services to ask if we could buy some of our luggage allowance for the outward journey only. The response was(via email) and I quote,
"All luggage is automatically added for the return flight when you book online. If you add your luggage online and only wish to use your allowance for one way, please contact us and we will refund any unused allowance"
So we paid for 11 suitcases on the way out even though we knew we'd need much less on the way back. Indeed on our return trip we took only seven pieces. We even left a couple of old suitcases behind thinking that they were not worth paying for to bring them home because they were not in such great condition anymore. We stuffed our hand luggage to the brim because surprisingly enough, if you keep to the rules, that is still free to take on board with you. Upon our return home we promptly emailed Easyjet for a refund. It took over a week for them to respond, 'No'. When I challenged them on the basis of their original response they again took 9 days to say that they are sorry but they are a non refundable company (whatever that may mean) and they cannot refund.
Where do I go from here? Apart from the money factor, it is now a matter of principle. A company has to stick to its word and if their employee made a mistake as regards their policy, that should be their loss, not mine.
"All luggage is automatically added for the return flight when you book online. If you add your luggage online and only wish to use your allowance for one way, please contact us and we will refund any unused allowance"
So we paid for 11 suitcases on the way out even though we knew we'd need much less on the way back. Indeed on our return trip we took only seven pieces. We even left a couple of old suitcases behind thinking that they were not worth paying for to bring them home because they were not in such great condition anymore. We stuffed our hand luggage to the brim because surprisingly enough, if you keep to the rules, that is still free to take on board with you. Upon our return home we promptly emailed Easyjet for a refund. It took over a week for them to respond, 'No'. When I challenged them on the basis of their original response they again took 9 days to say that they are sorry but they are a non refundable company (whatever that may mean) and they cannot refund.
Where do I go from here? Apart from the money factor, it is now a matter of principle. A company has to stick to its word and if their employee made a mistake as regards their policy, that should be their loss, not mine.
0
Comments
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Do you have written proof that they said they would refund any unused allowance (TBH this sounds strange to me) or was it told to you during a phone call?
If you have written proof, have you sent a copy to Easyjet?
If you have sent it, what did Easyjet say?
How much would the refund be?0 -
Do you have written proof that they said they would refund any unused allowance (TBH this sounds strange to me) or was it told to you during a phone call?
If you have written proof, have you sent a copy to Easyjet?
If you have sent it, what did Easyjet say?
How much would the refund be?
OK, I see you've edited your post to say you were told via email.
So what is the answer to my 2 questions above?0 -
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From: customer.service@easyjet.com
Sent: 23 July 2014 09:37
To:
Subject: easyJet Customer Services << Reference ID: >>
Dear
Thank you for contacting easyJet.
I am sorry for the time taken to reply to your e-mail. We have recently received a large number of e-mails which has affected our response time.
All luggage is automatically added for the return flight when you book online. If you add your luggage online and only wish to use your allowance for one way, please contact us and we will refund any unused allowance.
Please note that you can add up to 2 items for your infant (i.e travel cot, pushchair, booster seat etc) free of charge.
Kind Regards
Charlote
easyJet Customer Services0 -
From: [EMAIL="customer.service@easyjet.com"]customer.service@easyjet.com[/EMAIL]
Sent: 23 July 2014 09:37
To:
Subject: easyJet Customer Services << Reference ID: >>
Dear
Thank you for contacting easyJet.
I am sorry for the time taken to reply to your e-mail. We have recently received a large number of e-mails which has affected our response time.
All luggage is automatically added for the return flight when you book online. If you add your luggage online and only wish to use your allowance for one way, please contact us and we will refund any unused allowance.
Please note that you can add up to 2 items for your infant (i.e travel cot, pushchair, booster seat etc) free of charge.
Kind Regards
Charlote
easyJet Customer Services
OK.
Once again:
If you have written proof, have you sent a copy to Easyjet?
If you have sent it, what did Easyjet say?0 -
I don't see a lie.
I see that it isn't clear that you needed to tell Easyjet before you travelled not after the event ....whereas you assumed afterwards was OK.
If I'd had that email I would have been asking them the question not assuming it was possible afterwards.I Would Rather Climb A Mountain Than Crawl Into A Hole
MSE Florida wedding .....no problem0 -
(This is the first email reply from Easy Jet)
Dear
Please accept my apologies for the delay in responding to your email, we are receiving a high volume of enquiries at the moment, so thank you for your patience.
As we are a non refundable company, we are unable to refund the luggage that you did not use on your return journey.
I realise that this is not the reply you were hoping for and I hope that it does not deter you from flying with us in the future.
Regards
Christine
easyJet Customer Services0 -
Yup,reads to me it has to be done in relation to the booking.0
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Money-Saving-King wrote: »The word lie used in a complaint typically means I haven't read something or understood it. The word lie is used in complaints to sound hard done by but is a very poor word to use because of it's accusational meaning which often proves to be incorrect.
Not to be comfused with the word "scam" ?
I Would Rather Climb A Mountain Than Crawl Into A Hole
MSE Florida wedding .....no problem0 -
(This is the first email reply from Easy Jet)
Dear
Please accept my apologies for the delay in responding to your email, we are receiving a high volume of enquiries at the moment, so thank you for your patience.
As we are a non refundable company, we are unable to refund the luggage that you did not use on your return journey.
I realise that this is not the reply you were hoping for and I hope that it does not deter you from flying with us in the future.
Regards
Christine
easyJet Customer Services
OK.
Once again - for the 3rd time:If you have written proof, have you sent a copy to Easyjet?
If you have sent it, what did Easyjet say?0
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