I recently booked a return flight with easyjet from Luton to Geneva for a short trip in March.
Today, I receive an email telling me that the outbound flight has been cancelled.
We would like to offer you one of the following in accordance with our obligations under EC Regulation 261/2004, they say. Please click here to see the different options offered to you.
Irritating, but it's not a major problem: I can shift the whole trip forward one day - I'll go a day earlier and return a day earlier.
So I 'click here' and receive... no different options.
Instead, I get this:
Does the new flight time suit you?
Yes, it does. I am happy with the new flight time.
No, it does not. I would like to see other options.
Since there is no 'new flight time', I can hardly say it suits me, so I click ‘No, it does not. I would like to see other options.’
The other options are:
What would you like to do with your flight? (Please note that you can only select one option and your decision is final)
Get a credit file
A free transfer
It's not obvious what either a 'credit file' or a 'free transfer' are, but I click the latter on the basis that it probably gives you the option to change your flights.
It does; it also offers you the chance the change the return leg.
Unfortunately, while I can easily click the change my now-cancelled outbound flight, there is no option to change my return flight. This is not really on: I'd be a day longer in France than I want to be.
There's a little bit of spiel telling me that if I'm having problems, I should email customer services.
I go to the link.
Despite the fact that I am logged in to Easyjet using my customer account, it won't let me click through to customer services.
I need to reinput my login details.
I can't remember my password, but that's not a problem because it won't let me enter my email address anyway.
Apparently, my email address is already on the system (I know) but when I click the 'can't remember my passowrd button it refuses to accept the request and says something about my email address being in an unacceptable format. (That’s the same email address they just used to email me the fact that they had cancelled my flight.)
OK, so I’ll call customer services.
Where’s the number? Nowhere on the easyjet website as far as I can see, so I google it and eventually get it.
I spend the next 45 minutes hanging on, listening to some truly awful music on a loop, and a dead voice telling me that they are (they are) experiencing long delays and are endeavouring to answer my call. The most enraging part comes where, every 30 seconds, the emotionless woman tells me: ‘If you would like an answer to your question, please go to easyjet.com where you can submit an email.’
If I would like answer? As opposed to if I am just hanging on here for fun?
Eventually, I get through to a nice young man with an almost impenetrable accent (Russian, I think) who tells me (in terms) that he cannot log into my account because it is locked for 15 minutes, that I can try emailing customer services if I want but he can’t guarantee that I’ll get a response before I actually fly (in March) and that I should call back tomorrow when customer services are less busy.
Yours, Frustrated of Leicestershire.
PS I also hate Blogger at the moment. It keeps changing all my fonts and messing my rambling nonsense around. We're going to change to Wordpress I think.
PPS UPDATE - Easyjet have refunded my original dosh. Great people!