Easyjet price promise: impossible to claim

Blackhat5_2

The Easyjet price promise, as mentioned in the "16 Easyjet tricks" article on MSE, offers an Easyjet voucher as long as you phone customer services and the lower price is visible when you call.

Unfortunately there seemed to be a problem in their customer services: the first day I gave up after about 15 minutes of waiting on hold, then the next day spent an hour on hold across three calls. For the last call I was on hold for 29 minutes.

I'd had enough of waiting on hold (total time 75 minutes) so I took a screenshot and e-mailed this to customer services to prove that the price difference was there and current and explained that I'd been unable to get through. I have had no response from Easyjet other than an initial receipt e-mail. This was 15 days ago.

I hear that Easyjet is likely to report a £675m to £700m profit this year. And their customer services are this poor.

Is this the usual kind of response from Easyjet customer services? Not impressed that they can't keep their promises!

Dave

jpsartre

Blackhat5 wrote: »

Is this the usual kind of response from Easyjet customer services?

Not in my experience. Don't think I've ever been on hold with them for more than a few minutes and I've claimed on the price promise policy before as well without problems. If possible I try to call as soon as their lines open and usually get put through straight away.

Blackhat5_2

jpsartre wrote: »

Not in my experience. Don't think I've ever been on hold with them for more than a few minutes and I've claimed on the price promise policy before as well without problems. If possible I try to call as soon as their lines open and usually get put through straight away.

Well it sounds like you are very lucky. In response to your posting I just tried phoning again and had a similar "due to very high call volumes you may want to e-mail instead" message which I was getting when I tried to claim.

I'll wait another two weeks before I'll have to assume that Easyjet has no intention of responding to my e-mail.

With £700m profit approximately this year I'd think they could keep the phones adequately covered throughout opening times...

jpsartre

Well in that case I must have been lucky several times since I've had to call them a handful of times in the last year for various reasons. As I said, try phoning when lines open, it's usually quicker to get through.

Blackhat5_2

jpsartre wrote: »

Well in that case I must have been lucky several times since I've had to call them a handful of times in the last year for various reasons. As I said, try phoning when lines open, it's usually quicker to get through.

How recent is your experience of this: when did you last phone and get through so easily, please tell?

I'm on a fast moving train when the lines open and it's not a suitable time for me to phone.

I feel very sorry for people who have a serious and immediate issue and can't get through to them... how much profit is it they are forecasting again... £700m or so!

christaitfife

My sister claimed about two months ago with no problem. Sounds like you have been somewhat unlucky. Just don't give up!

jpsartre

Blackhat5 wrote: »

How recent is your experience of this: when did you last phone and get through so easily, please tell?

Last month.

chunkyferret

Totally agree with blackhat 5. Booked 3 flights last week (23/9). An hour later the flights were £17 cheaper. Outraged, I called customer services the next morning (24/9) About 15mins on hold. The phone operative said that he could see the flights on his screen but they were actually dearer. I had a live webpage showing same exact flights on my screen showing the cheaper price but conveniently his price stood. I was staggered to hear him admit that prices go up when there is sufficient online interest and it was a computer programme changing and inflating prices and not Easy jet! I can't believe a company can cheat customers in this way.
Today, I decided to call again (26/9) and was told it was in Easy jets T&Cs to adjust prices up or down as they see fit. He insisted that I had booked via a different website (on the beach) which I hadn't as I actually booked flights using my iPhone via safari. He put me on hold and then came back and refused a refund as I had used the easy jet app to book flights and not the actual site.
This is again most convenient for easy jet. He was very indignant and said that I should be grateful for getting the flights so cheap in the first place! The actual cost of the flights is neither here nor there, it's the principle. When I checked afterwards, I do not even have an easy jet app on my phone!!!! Schoolboy error and so now I intend on making yet another call to get my refund. :mad:
Incidentally tried calling last night and was on hold for about 25mins.
Does anyone know if there's a difference in using safari on an iphone to using the actual Easyjet app in order to get refund. Surely it shouldnt be this difficult to get a paltry £17!!

richardw

25.3 of http://www.easyjet.com/en/terms-and-conditions#a26 is important, you didn't call straightaway and waited until the next morning.

Westin

Did you book the EasyJet flights via On the Beach? If so there is every possibility that those would be at a cost higher than on the Easyjet website.

If you did some sort of flight search you may have clicked on a paid link which took you to a 3rd party (On the Beach by the sound of it) rather than direct to EZY.

Was that a screen shot of the EZY website or the OTB one? If the latter then those OTB prices are not necessary live prices.

You don't need an EasyJet app to book their flights but it is always worth booking direct with the airline rather than a 3rd party site who will likely add their service fee/margin to the transaction.

chunkyferret

Have never used 'on the beach'. I typed easy jet into Google search and followed the official link onto their site (but using my safari on my iPhone). Incidentally the flights are still showing at the lower price. The one and only time they have been 'apparently' higher was on the screen of the easy jet phone operative when I called to say that my flights were now cheaper. Just my bad luck that I booked my flights an hour before I should have!
Their price promise seems to be open to interpretation.