My second Letter of Complaint in my life - to Easyjet France
Carolyn Mc CallChief Executive Officer
easyJet Airline Company Limited
easyLand
London Luton Airport
Bedfordshire
LU2 9LS
20 March 2011
Dear Madam,
I was a passenger on one of the flights from Easyjet Paris Orly airport to Berlin airport on the 27/2/2011.Forgive me writing directly to you, but I feel you personally need to know exactly how badly your customers were treated by your front-line staff so you can take appropriate remedial action.
Easyjet Paris Orly airport easyjet agent on duty at counter 103 on 27/2/2011 at 16:15 GMT+1,Paris Orly Airport ( Agent A ) provided the wrong information to us and makes us have to pay extra for excess baggage due to the wrong information.
The agent told us that we can pay extra 25 euro in order to get the third check in luggage for additional 20kgs, total will be 60kgs for 2 persons check-in luggage instead of the original 40kgs we purchased previously, but our luggage have to be within 20kgs for every piece, so we pack according to the information provided by Agent A
Unfortunately problem occur when we wanted to do our check in , (Agent B) which is one lady agent on duty at Easyjet counter 103 at 17:00 GMT+1,Paris Orly Airport , she told us that is the previous agent make the mistake and we are not allow to pay extra 25 euro to get the extra 20kgs weight for the check-in luggage , and ask us to pay the extra weight for every kg 12euros no matter what , she refuse to help us and just leave the problem back to us and leave her own counter
This is ridiculous and very terrible service from easyjet and we never expected to get such a bad service, because we actually ask the Agent A to get double confirmation about the information for the 3rd check in luggage, he 100% assure us that is not a problem to check in , so we trusted him and listen to him, but things is not going right when we do our check in, and the Agent B just issue the boarding pass to us and refuse to assist us with the luggage check-in by just leaving her counter and let Agent C ( Agent on duty at counter 103 17:20 GMT+1,Paris Orly Airport ) to take over her counter and continue the check in with other passengers behind us.
There is one counter leader approach us and the counter leader doesn't help at all and just protecting the Agent A , furthermore , we doesn't get any good assisting from them,and the counter leader on duty ( 27/2/2011 17:00 GMT+1) gave us very terrible service and bad attitude, he refuse to give us his name when we wanted to get his name , and when i wanted to take a picture in the check-in counter area, the counter leader came right infront of my face and said :" Please delete all the pictures in your camera , picture are not allow to take inside the airport . ( Because he don't want us to take his picture and make complain about him) and he even threaten us say cannot take picture and this is one of the rule in the airport.
We are really very disappointed with the service from the Easyjet jet employees especially the counter leader on duty on that particular date and time .
This leaves me with three questions:
· Does Easyjet have any protocol in order to provide the correct information to the customers about the flight information , including the information for the luggages?
· If you do have a protocol, does the response I describe above fit with it? In particular are your staff allowed to leave desks and direct passengers to solve it by themself rather than help them face-to-face?
· Do you condone staff rudeness to passengers, and are they ever allowed to refuse a polite request to identify themselves?
I would like to know if in addition for being a low-cost airline, Easyjet is a low-service airline and a low-courtesy airline. If it is, I will make my future travel choices accordingly, and ensure that my friends, family and group members do likewise.
I await your response.
Yours faithfully
Ps* I also posted on Easyjet Facebook and emailed to Easyjet.
Really not satisfy with their service .
Labels: flights
Name: Zyniz
The Vampire Diaries by Zyniz has been my official personal blogging
site since July 2006.Oh my god ! It has been 9 years !! Online Game
Competition at 2006 are part of the reason for me to start blogging.At first i
just wanted to gain some bonus point for my competition, but i did not stop
blogging ever since then. 
Travel to Taiwan 
