My name is Luca, and I am a frequent-flyer with ythis company.
on the 1st August something really unacceptable occurred on the flight EZY2266 Barcelona – Luton.
I was flying back home with my wife in UK and carried with me, my boarding pass and my passport inside my kindle (eBook).
I took place in a seat and putted my kindle in the seat-pocket in front of me before the departure; then because a noisy baby, I moved to the next seats row, during the move, I had left my kindle with my passport and my boarding pass, in the previous place.
After just a few minutes I remembered that my kindle was left there and looking back I noticed another passenger sat there. I asked him for my kindle, and he said that he gave it to a cabin crew member.
I then promptly got in contact with a hostess to inquire about my kindle and my passport, and she said that it was left in Barcelona because she thought it was from a passenger on the previous flight, coming from London-Barcelona and claiming some internal security policy.
Now my first question is, if someone is giving you an object, with inside a passport and even a boarding pass (That the hostess admitted to have seen but not checked out), would you at least check out the route on the boarding pass or check out if the passport belonged to someone on the plane by calling his name over the speakers or by checking out the passenger’s list before you leave it on the ground?
Nothing of the kind happened,
I have then been told that the pilot got in contact with both UK border security and Barcelona ground force to figure out possible solutions, and that I would have been informed as soon as news.
I have been asked for my contacts information and ensured that would have been kept informed, well; we landed and the pilot and the cabin crew apologize for the inconvenient THEY had created (and admitted) and informing me that nothing had changed, but that the immigration was aware of the situation and looking into a solution.
The pilot also said that he was trying to have my passport shipped over with the next plane from Barcelona-Luton.
When I arrived to the Immigration desk, I asked one of the officers to speak with a supervisor explaining the situation and that EasyJet captain of the flight EZY2266 of the 1st August spoke with him/her explaining the situation.
You can imagine my surprise when speaking with the supervisor, I discovered that she was completely at the obscure of the situation and that not even your own ground force was aware of it.
I had waited the next flight to arrive, SIX hours later and my passport wasn't there, I then had to send my wife alone all way down to London to get another ID from our flat to be able to pass the immigration control.
In all this time, none of your company has been seen, none contacted me (having all my contact information), either that night or the day after.
After I came back from work, I decided to try to understand what was happened calling your customer service in Barcelona (003493294562) at 8:45 GTM, and I spoke with the worst customer service ever, that that told us that my Kindle, my passport and my Boarding pass where in Barcelona, and these were considered like object left on board.
The problem is that I was on board with them!
Now, your completely unhelpful customer service told me that there is nothing they can do about it, and that I have to fly to Barcelona to claim my belongings.
This is ridiculous; your cabin crew did create this situation, and now I should spend money and time to fix it?
No check has been done either on my passport or on the boarding card, this issue has been handled in the worst possible way.
and I still don´t know how to get back my passport without having to spend 300/400 pound for an unscheduled trip to Barcelona.
a really unhappy custome
0 comments