Easy Jet lies

SuperHan

For future reference, you should have booked two separate journeys rather than a return and avoided this problem.

I've done it many times when flying (primarily) Ryanair and Easyjet and knew that I needed more baggage in one direction only.

Telling them after the event may well be too late also, as they may have no record of how many bags you took on, they just know they allowed 11. If you had cancelled ahead of the flight they would know they didn't take on more say 9.

photome

I think you should have told easyjet before you flew not afterwards but it is unclear.

what have easyjet said when confronted with that email.....question has been asked before I know

shaun_from_Africa

SuperHan wrote: »

Telling them after the event may well be too late also, as they may have no record of how many bags you took on, they just know they allowed 11.

Every item loaded onto an aircraft must be given a separate numbered baggage tag and these tags must be allocated to a particular person so there is no way that EJ wouldn't know exactly how many bags were carried by a particular passenger.

It's also a legal requirement that any records relating to aviation must be kept for a certain time (this varies from 6 months to 2 years for non essential stuff), so if EJ wanted to, they could easily check their records.

ymk101

To me 'unused allowance' means in retrospect. If it were to be in advance ie before travelling it should say something like 'allowance you do not require for the return trip'. In any case it does seem like the original response was a mistake because neither of the replies to the refund request said that we should have asked for it before we flew. They both said 'we are a non refundable company'.
And yes Pollycat, I did refer them to the original email response of which I had a reference number.
I was not told how much would be refunded but I paid £28 per piece for two ways so I was hoping for at least £10 for each of those pieces I did not use.

Pollycat

ymk101 wrote: »

To me 'unused allowance' means in retrospect. If it were to be in advance ie before travelling it should say something like 'allowance you do not require for the return trip'. In any case it does seem like the original response was a mistake because neither of the replies to the refund request said that we should have asked for it before we flew. They both said 'we are a non refundable company'.
And yes Pollycat, I did refer them to the original email response of which I had a reference number.
I was not told how much would be refunded but I paid £28 per piece for two ways so I was hoping for at least £10 for each of those pieces I did not use.

So what did they say about their email to you that said you could have a refund for unused baggage allowances?

Did they say their representative had been wrong to tell you that?
Or did they say that you should have told them before you travelled?

Jeez, getting information out of you is like pulling teeth!:wall::wall:

ymk101

Pollycat, they both ignore what their colleague had initially written about the refund.

See above post 5* EZ first email.
Hear 2th email:

On Friday, 19 September 2014, 2:50, "customer.service@easyjet.com" <customer.service@easyjet.com> wrote:

Dear
I am sorry for the delay in responding to your email. We have recently received a large number of emails which has affected our response time.
As informed to you by my colleague in the previous email, as a non-refundable airline, we are unable to refund you the cost for your luggage that you did not used on your return flight. I hope you understand the policy we abide, as all passengers are equally important to us. Therefore, we are unable to make any exception in your case.
I look forward to your positive understanding in this context.
Regards

Rutwika
easyJet Customer Services

visidigi

ymk101 wrote: »

Pollycat, they both ignore what their colleague had initially written about the refund.

See above post 5* EZ first email.
Hear 2th email:

On Friday, 19 September 2014, 2:50, "customer.service@easyjet.com" <customer.service@easyjet.com> wrote:

Dear
I am sorry for the delay in responding to your email. We have recently received a large number of emails which has affected our response time.
As informed to you by my colleague in the previous email, as a non-refundable airline, we are unable to refund you the cost for your luggage that you did not used on your return flight. I hope you understand the policy we abide, as all passengers are equally important to us. Therefore, we are unable to make any exception in your case.
I look forward to your positive understanding in this context.
Regards

Rutwika
easyJet Customer Services

Keep repling, just like people are here asking them to answer the question - you don't care if they don't refund, that's not your problem.

If there is a tracking I'd on their email they know the full convwrsation you have had with them, just keep on at them to answer the question posed...

Pollycat

ymk101 wrote: »

Pollycat, they both ignore what their colleague had initially written about the refund.

What do you mean 'they just ignore what their colleague had initially written about the refund'?

Have you asked them why you were told you could have a refund and now you are being told you can't?

Have you told them that you are not responsible for inaccurate information provided by their employees and you expect them to honour what you were initially told - whether it was wrong or not?

ymk101

I refer to the email received from Charlote on 23 July 2014 where she stated that any unused allowance would be refunded upon application to your online team. The reference of that reply is 104621289. As I bought 11 suitcases with this knowledge in mind, and indeed I only used 7 on the return trip, I would very much like to get a refund as soon as possible. I am extremely surprised that a reputable company with so many passengers flying every day does not honour their word.
I anticipate your favourable response.
This is what I wrote after the first negative response and I was told 'sorry, no exceptions'. It seems there's no point in sending this msg again. Can I not go higher up than their customer service team?

sheramber

You could try contacting Stelios

http://easy.com/about-us.html