The super low cost budget airline EasyJet is facing a media and passenger backlash this week after it emerged they sent a passenger on a 200 kilometer wild goose chase to find a missing bag.
Many see this as indicative of the worsening customer service as the budget airline slowly moves away from being a UK based airline.
“The worst customer service I have ever experienced” exclaims Fi Taylor, an Easyjet passenger who had to endure the wasted journey. The whole incident started when Easyjet left her bag behind in the UK on the first day of her vacation in Essaouira, Morocco. Then the airline told her they had sent her case to Marrakech, nearly 200km away – but guess what? Easyjet were not going to pay any courier to get the bag to her, she'd have to go and get it herself.
It was a trip she hadn't bargained or budgeted for, however she and a friend reluctantly endured a three-hour bus ride to the city. However, shortly before they were set to arrive in Marrakech, hopeless easyJet informed her that her bag hadn’t been put on that flight either.
“We arrived at Luton London two hours before the flight to a ridiculous queue for check-in. The chaos almost resulted in us missing our flight and when we got to Essaouira airport we were told that our bag was still in Luton. The staff at the airport had no idea what was happening.” Fi Taylor says recounting the horrendous service received from EasyJet. She says the following day they received a phone call from EasyJet at Marrakech airport claiming the bag would arrive there the next day. It was confirmed by email and a text so Fi and her friend set out on the long bus journey to collect it.
“Unbelievably, just 30 minutes from the airport, I received a phone call saying that the bag had again not been placed on the flight. After another hour staff at the airport were still unable to tell me where my bag was. On the basis that we were told it would arrive the next day, we spent the night in Marrakech, only to get a call the next day to say it would actually arrive in Essaouira after all,” says a despondent Taylor
“So we started our journey back there only to be told that it would actually still be arriving in Marrakech. At that point I had enough and stated that my bag absolutely must arrive in Essaouira as originally planned.”
Eventually after the bag did turn up, Fi Taylor was forced to wait a further two hours by EasyJet staff who she says couldn’t have cared less as she sat there crying due to sheer frustration.
Easyjet clearly ruined her holiday, forced her on a long and pointless trek across the country costing her hundred of pounds in extra a expenses during that pointless trip. Plus of course a fortune spend on phone calls and email to the airline to trace her bag and all the compensation EasyJet offer is £125
A spokesperson for the airline grumbled an apology “EasyJet would like to apologise for the delay and resulting inconvenience in delivering Ms Taylor’s luggage to her following a flight from London Luton to Essaouira, Morocco on 18 July. EasyJet offers customers £25 a day to cover essential items on the rare occasion a customer’s luggage is delayed.
“A member of our customer team has tried to contact Ms Taylor to resolve her complaint but without success at this point.”
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