As you would expect, I received this totally patronising and insulting rubbish from Easyjet. From my own experience you can only make a first impression once, and my first impression of the "Customer Care" department is, unfortunately, exactly what I expected. Ignoring my relevant point that the gate was closed while 19 people with children stood there. The reason I put so much informatiuon in my original contact was to pre-empt any misunderstanding but unfortunately you are dealing with people who think that Easyjet is KING.
Unfortunately this type of thing goes on far too often and most people give up This is what they rely on. I just want to get them to the point where they admit fault and then I'll go for the compensation. But I have to get them to that point first.
As I say my next step is the MD and the Trading Standards Department, another bunch of useless idiots! Ah well! It gives me something to do, as if I don't have enough anyway!!!
Our Reference: 110726-001018
Booking Reference: EHPNQXZ
26th July 2011
Dear Mrs Cordner,
Thank you for contacting us regarding your flight. I am very sorry to hear of the inconvenience caused to you and your family on the day of the 19 July 2011.
Airport security has the right to uphold any passengers coming through to do their security checks and this is something which we cant change or prevent. In this case we advise all our passengers when they make a booking with us to arrive at the airport as soon as check in opens to allow time to get through to security and to the boarding gate.
Our check-in policy is included in our Carrier's Regulations which we ask you to read before confirming your booking. We also ask you to confirm that you have understood and accepted our Carrier's Regulations by ticking a box. Without doing this, you would not be able to complete your booking.
For your information I have included a link to our ‘check-in' section online:-
One of the ways we can guarantee a good level of on time performance is to ensure all our customers are at the gate on time. We will always try to help our customers when we can and exceptions can sometimes be made only if there is enough time for the necessary security checks to be completed and the departure time will not be affected.
As you mentioned in your e-mail you took the option of a transfer with us, this is at the airports discretion and cannot be offered all the time. As you took this option I cannot refund the cost of the transfer fee or the other costs you mentioned as easyjet is a point to point carrier and therefore does not deal with transport or supplements after a flight has been taken with us.
Therefore, I am unable to offer you a refund and I hope that this issue will not stop you from choosing to fly with easyJet in the future.
I do hope I have been able to answer your question fully.
- Jennifer Hagan -
Customer Service Representative
MY REPLY ON 26TH JULY 2011
I did not ask for reimbursement, I merely listed my out of pocket expenses. The full history of that event was to aid your investigation. You will see from my email if your read it properly is that we DID comply with your terms and conditions i.e. we were through check in before your own cut off period of 40 minutes and at the gate before your cut off period of 25 minutes.
I will now escalate your reply to your MD unless my queries are answered. Please comply with my email request to listen to and time the conversation between your employees at the gate and ascertain for yourself why they closed that gate when 19 people with young children stood there.