Easyjet In flight Purchase Refunds

baldyman26

Hi,

I'm looking for a bit of help or to see if anybody has any advice. My Wife purchased a pair of designer sunglasses on board an Easy jet Flight at the end of May. Whilst she was on holiday they fell apart. Since I got back in June I have been trying to get a refund for the products, filled out all the forms, sent the items back as per Easy Jet instruction however they have now gone quiet. Despite phone calls, emails etc they just will not answer me. You can't email direct, each time you fill a form in with all the ref numbers they give you you end up with a new service agent "looking into your case" but don't get anywhere as you don't hear back from them.

Is anybody aware of another way to contact Easyjet, email addresses etc as I am absolutely fuming with the very lack of customer service.

I paid on a debit cars so not sure I can claim anything back through the bank but I have raised a case with them anyway. I was just wanting to see if anybody has experienced the same problem and if so was it resolved.

Thanks

eDicky

Email the CEO, her staff will respond:

carolyn@easyjet.com

Westin

Do you still have the receipt?

Although the purchase was made on board an EZY flight you may well find from your receipt that the transaction and purchase is made via Gate Group GmbH. They also trade as "Gate Retail OnBoard".

http://www.gateretailonboard.com/home

EZY, like several other UK airlines effectively outsource their inflight catering and gift sales to a third party. EZY will get a commission on the sales made.

I suspect in your case the complaint is being forwarded and waiting on a response from Gate. Frustrating I am sure!

baldyman26

basically I think they are waiting on that information. I finally managed to get a response via Twitter so I know, sorry, they say it is being looked into however as far as I am concerned I bought the items from Easyjet so it is their problem to refund rather than make me wait. The fact that it has taken months to get to this point is staggering even though I have given them all the proof they require to action the refund.. I think I will send a long strongly worded email to the boss, it might not get me anywhere but a good moan doesn't hurt anybody.

Westin

I actually took a copy of the Bistro & Gifts magazine off a flight I took with them last week. At the back they made reference to the selling arrangements onboard and what to do if you are not satisfied.

You can also find this shopping guide online http://buyonboard.easyjet.com/

From their magazine:-

easyJet Airline Company Limited acts in the sales of inflight
products, as a disclosed agent for a third party supplier who acts
as principal. For further details of the principal please refer to www.
easyJet.com where information on customer services can be found.

NEED TO CONTACT US?
We hope you’re happy with your inflight purchase, but just in case
you’re not please visit us online at https://www.easyjet.com/en/help/
contact-us/inflight-refunds. Please keep your receipt as proof of
purchase. Please note, we cannot offer refunds onboard.

Hope this helps and that you get resolution.