EasyJet
Overcharging fare. disability discrimination, poor customer service

I have booked a flight ticket with Easyjet airline on the 22/01 via the website www.easyjet.com

On the day of departure, Thursday 3 February I have asked at the check in desk for assistance as I have a broken knee cap and walk with crutches. At that moment, I have been redirected to the “bag drop” desk. I mentioned again about my disability and requested assistance and if possible a front row seat (1D). She categorically refused and stated that I would need to pay for an extra seat to travel!! I informed her that I had a plaster but I was able to seat down properly and would fit within the rows of the aircraft as any other passenger. She was very reluctant to listen to me and called a gentleman who was the “expert”. He agreed with her and even added that I should pay for 2 extra seats to travel!! I have tried to explain to the gentleman that my disability would not be refraining me from seating normally and that I only needed assistance to go to the gate with my hand bag, hence requested a wheelchair. All the staff at the desk refused to listen to me. I offered them to see my plaster as it was not a complete full calf plaster, from mid thigh to bottom calf, ankle free of movement. They refused to see my plaster as it could not be seen under my trousers. I requested to bring seats so I could demonstrate my ability to seat down between two seats, they objected. I tried to explain that my plaster was not full leg and was in a slightly bent shape (25 degrees), they didn’t listen. They kept me there for 1 hour and I had to keep the taxi driver by my side. I have been redirected to the sales counter where I have been forced, under duress, to pay for 2 extra seats to travel. They clearly stated that they would not allow me to travel if I failed to pay for 2 extra seats.

I have mentioned that this could amount to discrimination for my disability and that I would take legal action if needed. They have proceeded with the charges and I had to pay the amount of £173.00 on the top of my previous booking. I had also to pay for the waiting time of the taxi driver as the staff refused to keep my bag for the time I was dealing with them and no one wanted to carry my bag from one desk to another!!

I have been assisted with a wheel chair to the boarding gate. Once in the aircraft there were 6 empty seats for me as they didn’t know which leg I had a problem with?! I have been seating on the seat 2F during the whole flight. I have taken videos and pictures of the empty seats. Before landing in Toulouse I have called the cabin manager and explained to her about my experience. She confirmed that I have been normally seated, without any problem in one single seat and agreed to write a report regarding that matter.

On my return on Wednesday 9 February I have asked assistance to the check in desk in Toulouse and the lady was very professional and kind. She organised the wheelchair in accordance. I have been flying on a single seat again (2F) for the whole trip, without problem.

I now hold a medical note stating my ability of being seated in an aircraft for legal purposes and documents related to my booking.

Easyjet refused to refund my 2 extra seats unused and to pay compensation.

I have now no other choice than suing the airline. Awfull experience. I will never ever fly with Easyjet again, even if it was the last airline available I'd travel by coach/boat...

Company: EasyJet
Country: United Kingdom
Region: United Kingdom
Site: www.easyjet.com

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