Without Prejudice. I missed my easyJet flight due to a traffic jam at Luton Airport and the feeding needs of my 4 month old daughter. We approached the desk in Luton where a less than impressed man was giving limited information, perfecting the art of not looking at the customer when either he or the customer spoke and not offering anything outside of the direct answers (almost yes or no) to the questions he was asked. Then on calling the help line I was informed that I could deal with this issue and any refunds outside of the Airport. We left to avoid more of the excessive parking fees charged by Luton and for the benefit of my daughter. After another traffic jam, I called from home and, as was expected by the service I had come to rely on from easyJet I was charged 10p per minute for calls in which I was put on hold by staff to find out answers to questions they should know. I called 6 times and EACH time was told information that was then contradicted by the information given on the next call. One lady went so far as to blame the fact that the call centre in Ireland answered. Even associated call centres - the call centre answering for Ramada Glasgow Airport booking - were equally incapable and blamed another entity or gave another phone number. After 5 transfers on one call I was told to call easyJet again, even though easyJet had advised me to call the hotel. They told me they can't help and that "it is in the Terms and conditions"(even though I didn’t see it when I read through – not their problem I know…) that “I should have done this in the Airport” and when I said this is unbelievable and no wonder they made a television program about easyJet the gentleman on the other end, representing easyJet laughed! I understand the issue of lateness due to the Airport traffic and having a 4 month old that requires feeding regardless of easyJet’s policies is of little or no interest to easyJet or the airport However, I would have thought easyJet would have been greedier and had a flight following the one they could most expect people to miss (the early bird) with an expensive alternative. Furthermore, I would have thought Ramada would be more selective of who they associate to. I was refunded £11 pounds for tax so I only lost about £220 overall, 8 phone calls and 5 hours of chasing this issue up, £12.50 parking and missed an important business meeting in Glasgow. Maybe “Easy, if you don’t make any mistakes or life doesn’t get involved, Jet” or “Difficult Jet” for short might be an alternative name in the future…
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