Easyjet – not so easy after all.

How Easyjet Handles Delays and Flight Cancellations // www.whatnadineloves.com

As a frequent traveler, I have always been lucky: never has any of my flights been cancelled and delays have been always of an acceptable duration. For the first time in my life a flight has been cancelled and I had to stay overnight in an airport hotel. I know it can happen, but the way Easyjet has dealt with it makes me consider whether I ever fly with the airline again.

I arrived at the airport on time, found the Easyjet check-in desk and dropped my luggage off. The lady at the check-in told me that the flight was delayed by thirty minutes due the weather conditions while handing over my boarding card. Thirty minutes are okay, I can still get home at a reasonable time. I made my way through security and either Dusseldorf security is badly organised or security checks are a lot stricter now than they were when I last flew in July. When I was finally through security and through the border control I got the gate number as printed on my boarding pass and waited.

How Easyjet handles flight delays

Another announcement was made about the flight delay and while sending emails on my laptop I noticed that not many people around me spoke either English or German. After a while I realised that the flight from gate C37 did not go to London but to another destination. Without any further announcement the airport changed the gate and did not make the passengers aware of this. Luckily I found it out on time and made my way to the right gate. I waited another half an hour at the gate before we were told that the plane from Gatwick to Dusseldorf was delayed longer than expected and due the night flight restrictions in Dusseldorf we could not fly. Instead, we were told to get our luggage and take a bus provided from Easyjet to Cologne, where the plane could land and be ready to bring us to Gatwick.

We got our luggage and went back to the Easyjet check-in as told. Guess what? Nobody was there anymore and we had to find somebody who could help us at another terminal. There we were told that they could not get a bus driver and we would all have to stay overnight in a hotel. Fantastic! How can an airline not get a bus driver to get us all to Cologne? Many people use the Dusseldorf-Gatwick route to go home after visiting relatives in Germany over the weekend and have to work the next day. Many children were waiting, disabled people who could not stand for a long time and elderly people. Do you think anybody was offered refreshments? No. The airline has an easy approach to this. After a while everybody had requested a room and we were waiting for a bus. We waited for over one hour and were then told that no busses were available and we had to get taxis and pay for them ourselves. One member of staff rudely told us: ‘If you share it is only 5€ for every person.’ It is not about the 5€ or the 20€ for the ride. It’s the fact how Easyjet dealt with it, the staff told everybody something else and some people were really distressed about it. We were given the hotel address and I made myself downstairs to arrivals to get a taxi to the hotel. Most passengers, including me stayed at the Trip Hotel in Dusseldorf. Under different circumstances, it would have been okay, but I wanted to go home that night and sleep in my own bed.

The same night we received an email about the rescheduled flight for the next morning at 9:50am. Do you think the flight was on time? No. It was one hour delayed and we had to wait another thirty minutes on the plane. Many people did not know about the breakfast at the hotel as nobody told them and were hungry. All Easyjet had on board were muffins and little snacks and of course we had to pay for it.

I am on Twitter a lot and tweeted about the situation after getting in touch with fellow passengers over the social network. Instead of apologising Easyjet simply tweeted me:

@GermanGirlinLDN Happy that you are going to LGW and You had a nice room and breakfast. Sorry for the delay. CH
easyJet (@easyJet) August 11, 2014

Really? Do you think that a room and breakfast make up for the fact that we had to rearrange childcare and so on? People missed out on work and one lady is a news presenter who was worried she would lose her job about it. I am seriously considering not flying with Easyjet anymore, which would make my life more difficult as all other direct flights from London to Cologne only go from Heathrow airport and Gatwick is always the best choice for me to fly from. I am now trying to get the costs reimbursed and hope Easyjet is more cooperative this time.

*Photo by Mark Harkin

6 Comments

  1. August 14, 2014 / 9:17 pm

    What a stressful journey for yourself and the other passengers. Easyjet sound extremely unhelpful in this situation, they really don't know how to treat their customers.

  2. August 14, 2014 / 9:44 pm

    Its just not a good way to deal with the mess, if they were constantly on hand apologising and giving all the same info, you could accept it. Hope they reimburse you for the loss.

  3. August 14, 2014 / 9:45 pm

    this is rubbish! I went to greece and our flight home was delayed for 24 hours a few years back! After we got back the company went bust! xxxx

  4. August 31, 2014 / 6:03 pm

    That's really terrible! I've never flown with them before but I'd stay away from them now…

  5. September 1, 2014 / 10:31 am

    I can't believe they still haven't refunded my money. Bad customer service.

  6. September 1, 2014 / 10:35 am

    The last time I flew with Easyjet my flight from Stansted to Newcastle was cancelled… but we weren't informed about it until an hour after the flight was supposed to have left. No Easyjet staff anywhere to be found! When one finally turned up, they didn't even apologise, but said they could arrange a bus for those who didn't want to wait and fly the next day (at 10:30 a.m…. this was 7 in the evening). I chose the bus option, then when we went out looking for the bus, which was arranged for 11 pm(!!) there was again no Easyjet member of staff so we wandered around for ages trying to find the bus! Horrible service. I don't mind flights being cancelled, it happens sometimes, but the lack of apology really annoyed me!

    ~ Bevchen

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