easyjet unforgiving luggage policy

Quince2012

I made a mistake with the EJ website that has cost me £200.
First time I have booked a flight since Covid and I was really confused by all of the extra costs I had to keep adding - including paying to have a confirmation email!
On receiving the confirmation email, I discovered that I had paid to have cabin luggage (which I wanted) AND hold luggage (which I did not want). I immediately clicked "manage my booking" where it is possible to ADD luggage but not DELETE luggage!
On phoning EasyJet and explaining my error, I was told "no refunds on luggage". I found an EJ email to send a complaint but only received links to questions that I did not need answering.
I will never book a flight on EJ again as I have NO IDEA how I made this mistake. But how do I challenge this poor service? I felt like I was being fined for not navigating their clunky booking site correctly. It felt like I had fallen into a deliberate and expensive trap!
So my question of this forum is - "is there anything I can do?"
Or should I just NOT use EJ anymore (I recently booked a flight elsewhere which DID NOT require lots of add-ons and was competitively priced).

DullGreyGuy

There is no cooling off rights for travel or entertainment on specified dates and so it comes purely down to their T&Cs. If that says no refund then that's ultimately what it is. 

Unfortunately there are two business models for the mass market... advertise a barebones cheap price where everything is an add on or a more middle road of a reasonable price with the basics already included. 

Quince2012

Thanks DullGreyGuy 
I thought so. I will learn and move on - and not back to EJ!

powerful_Rogue

Quince2012 said:

I made a mistake with the EJ website that has cost me £200.
First time I have booked a flight since Covid and I was really confused by all of the extra costs I had to keep adding - including paying to have a confirmation email!
On receiving the confirmation email, I discovered that I had paid to have cabin luggage (which I wanted) AND hold luggage (which I did not want). I immediately clicked "manage my booking" where it is possible to ADD luggage but not DELETE luggage!
On phoning EasyJet and explaining my error, I was told "no refunds on luggage". I found an EJ email to send a complaint but only received links to questions that I did not need answering.
I will never book a flight on EJ again as I have NO IDEA how I made this mistake. But how do I challenge this poor service? I felt like I was being fined for not navigating their clunky booking site correctly. It felt like I had fallen into a deliberate and expensive trap!
So my question of this forum is - "is there anything I can do?"
Or should I just NOT use EJ anymore (I recently booked a flight elsewhere which DID NOT require lots of add-ons and was competitively priced).

I think that's a little harsh on EasyJet. I just did a mock booking and went through every step. One page asks about cabin luggage, the next page asks about hold luggage. On each page you have to select how many of each you require.

Quince2012

By the way, I didn't find anywhere in the T&C where it explicitly stated that it says not refunds on luggage cancellations

eskbanker

Quince2012 said:

I made a mistake with the EJ website that has cost me £200.
First time I have booked a flight since Covid and I was really confused by all of the extra costs I had to keep adding - including paying to have a confirmation email!

Are you sure you were on the actual EasyJet site, rather than some sort of clone or the likes of eSky?

Quince2012 said:

So my question of this forum is - "is there anything I can do?"

Have somebody (e.g. kids or grandkids) with you next time, to help you with using websites?

Quince2012

Thanks for doing that Powerful_Rogue. I have thought about trying it out again to see where I went wrong but given my previous experience I didn't want to go near them!
It was my fault. I haven't booked a flight for many years and I obviously got a bit distracted with all of the add-ons and just made a mistake. Since then we booked another flight with a different company and there were far fewer steps so fewer places to make a mistake.

Caz3121

Quince2012 said:

By the way, I didn't find anywhere in the T&C where it explicitly stated that it says not refunds on luggage cancellations

its section 13.17

No Refunds on Baggage FeesBaggage fees will not be refunded once paid, even where you do not carry the items or weight paid for or where you cancel or change your flight.....

Quince2012

Thanks Eskbanker. Interesting that you assumed that I'm old and a novice and have grandkids!
Maybe "digital Airlines" like EasyJet should be given some sort of "diversity assessment"  - an industry standard quality mark to reflect how easy they are for all ages and abilities to navigate?

eskbanker

Quince2012 said:

Thanks Eskbanker. Interesting that you assumed that I'm old and a novice and have grandkids!

I did say "e.g. kids or grandkids" rather than making assumptions, but the point was really that if you found the booking process 'really confusing' and ended up paying hundreds of pounds because of that, then enlisting some assistance might be worthwhile in future....

powerful_Rogue

Quince2012 said:

Thanks Eskbanker. Interesting that you assumed that I'm old and a novice and have grandkids!
Maybe "digital Airlines" like EasyJet should be given some sort of "diversity assessment"  - an industry standard quality mark to reflect how easy they are for all ages and abilities to navigate?

Sorry, but I really think you should go through a mock booking, because the EasyJet website is extremely easy to navigate.

It shows you exactly which part of the process you are at, with the option to skip each step if needed.

Cabin bag selection or skip

Hold luggage selection or skip

And then of course, the summary of what you have selected at the checkout before you book.

I'd be very interested in how you believe they could make this process even more easier?