As with most companies nowadays, the European airline, Easy Jet, provides sub-standard customer service. My complaint with this airline has to do with a double-booking I made because, when I went online the day before my flight was to depart, I could find no record of my booking in my itinerary on their website. There was information about a different booking, but none about the following day's, which made me think that it had somehow not been made. Since I was concerned about getting on this flight, and, being in France, had difficulty reaching an English-speaking customer service rep (though I did have my sister call the London office that day, only to be told that I would have to call them), I decided to make a second booking. I assumed I would be refunded once I explained what had happened.
When I spoke to an Easy Jet rep at the Nice airport the following day, I was assured that all I had to do was go online when I got home and there was a form I could fill out and be refunded. When I tried to do this there was no such form and in fact their policy indicated that they only made refunds in cases of sickness or death. Nonetheless, I made my case by email, still confident that my money would be refunded, as the confusion had originated with their online booking system. After waiting 3 months for a response I finally received one, telling me that I was only entitled to a credit, for the price of the first booking, which was considerably less money than the second, and made no sense to me, as the second booking was the redundant one.
When I called and spoke with a customer service rep I was told that my complaint didn't qualify as a duplicate booking because it didn't meet their definition. The person I spoke to was sure I had no case for a refund due to the time that had elapsed between the two bookings, regardless of any responsibility Easy Jet may have had for the initial confusion. To me their definition is overly rigid and (conveniently) doesn't take into account the reason for the initial confusion—a problem with their website. The rep had no interest in hearing that this might be something they should look into.
I feel I haven't been heard, that Easy Jet hasn't accepted responsibility for their error, and that the credit they've offered me (which I won't be able to use as I won't be going to Europe in the 6-month time period they allow) is for the wrong booking, though clearly the one that best serves them, since it is 1/4 the dollar amount of the duplicate booking. I am steaming mad and feel potential customers should know about the problems they may encounter and the response they may get if they use this airline.
Apparently nowadays discount means sub-standard.
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