I attempted to book flights with Easyjet from Malaga to Scotland (via London as was significantly cheaper) last week. When I went to the booking page a security warning appeared, telling me that the website was using a security certificate registered to a different website, and advising me not to proceed, or enter sensitive information. I have never had this problem when booking with Easyjet before, and I have not changed my computer security system (it is Norton) So understandably I was not happy to enter my bank card details! I rechecked that my security system was up to date, restarted my computer, and same thing happened.
So, I phoned Easyjet (at 65p/minute!). First I was told that the website was fine, and I should go ahead and book, and ignore the security warning. She said I could book by phone, but without the internet discount. I said I was certainly not happy to book online and insisted that I should get the same price on the phone, since the problem was with their website, and asked to speak to a manager. The girl went away, came back and told me her manager said she could not give me the discount. I asked AGAIN to speak to a manager (I eventually asked three times, and at no point did the manager speak to me herself). This time the girl came back and said the manager had spoken to the IT department and the problem may be with the new software they'd been putting on, and so they WOULD give me internet discount. THEN she tried to still charge me more, by claiming they couldn't provide 'promotional prices' over the phone!
Eventually, after a 20 - 25 minute phonecall (costing me over £10!), I finally bought the flights at the same price as online.
I have tried e-mailing Easyjet to complain and to request a refund for that extremely expensive phonecall! First of all i got a reply saying they couldn't understand my query (I'm an educated person and my complaint was PERFECTLY clear). Then they apologised and admitted that there was a problem with the website, but when I asked about a refund they said they could not provide this, and when I asked why, they said because the problem was with my security system! I'm so angry. I wish i'd just taken that extra £10 and used it to buy a slightly more expensive flight with a different airline!
Having read the other complaints, I'm also now worried that the 3 1/2 hour connection time that I've allowed in London won't be enough and I'll end up stuck in London and having to buy another flight. If that does happen, then I certainly won't be buying it with Easyjet!
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