I would firstly like to say in general I have travelled with Easyjet on numerous occasions without issue and even after this nightmare journey would consider it again in the future, but their customer service/handling and compensation leaves a lot to be desired!
Upon departing Hurghada airport on EZY6294, during the very first food and refreshments run we were informed by the cabin staff that no hot snacks were available as they had been going since 10am and had totally run out of everything, for a flight of nearly 6 hours this really is bad service.
During the flight a gentleman had taken ill and a doctor or nurse was asked to make themselves known, firstly I hope the gentleman concerned is okay, I’m no doctor but by the colour of his tan and potentially his size I’m guessing he may have been dehydrated.
Behind me and my partner was a row of three Polish children one or more of which spent most of the journey crying and the parents behind them did nothing to console their children and happily ignored them and we spent the entire journey awake due to this and the fact they were kicking our seats. The cabin staff on many occasions spoke to the parents about the noise the parents were making but it continued for the whole journey.
As the gentleman’s condition worsened and we were approx. 50 mins to landing at Bristol, the decision was made to land at Gatwick and the Gentleman was removed from the aircraft for medical attention. We were then informed that “border force” would be entering the aircraft to check our passports, so we all got our passports only to find out that in actual fact it was the tactical firearms unit and had no interest in our passports but in fact were removing someone from the flight.
My partner suffers from anxiety and had a nervous breakdown a couple of years back and this holiday (which had been excellent) was to help her begin a path of recovery and was suddenly marred by these two actions alone, let alone the story as it unfolded.
We were then informed by the captain that they were trying to arrange refuelling and bank staff but it was going to be difficult and the crew were nearly over their hours.
After unsuccessfully arranging this, we were disembarked from the plane with very little information as to what would actually happen next.
We collected our baggage from the baggage hall, exited passport control and security and asked to go to zone D where we all stood awaiting further information.
We were then told that they would arrange taxis for us and it would be Women and children first, with no consideration for our elderly relatives who were also traveling with us and my partner with mental health issues.
So, from touching down at around 11:30pm until 3am we watched as a circus of disorganisation ensued, they would only accept parties of 4 in a taxi, so if there was a party of 3 they had to wait, it was disorganised chaos, we waited patiently. Of course, there were no seats provided for anyone and not even any kind of refreshments. I did manage to buy some from the Marks and Spencer store at Gatwick but unfortunately didn’t think to keep my receipts (I only have the card transaction).
When we were finally ushered to the direction of the taxi’s as a party of four, a small saloon car was waiting but not ready for us yet so we were kept waiting in the cold for a considerable time after a while I refused it as I have a torn meniscus in my right knee (hence I paid for extra legroom both ways) and my partner who was sick with anxiety and also suffers from car sickness would have had to ride in the front and I would have been sandwiched in the back with our two relatives. Let alone that there wasn’t sufficient space in the boot for all our luggage as well.
Then an eight seater minibus pulled up. My partner and our two relatives took the front row of three seats in the front of the rear and three other people took the seats behind them. We did this so at least my partner could be comforted by her aunt and uncle for the remaining journey.
I sat in the front passenger seat and then someone tapped on the window and another person had to sit in the front between me and the driver. We are not talking about luxury here. His legs were trapped against the middle console and his right leg he had to fold back by the handbrake to try and be able to sit and I had my knees tight up against the dashboard and glove box to the point where they were hurting and literally me and person sat next to me were completely touching each other like sardines in a can!
It transpired he was a single traveller and it would have made more sense to have not had so many in this vehicle.
We then set off for the slowest, most uncomfortable and indirect journey ever. The driver asked itf we wanted to stop and we all said no, so he stopped anyway for fuel and a toilet break for himself. Then he stopped somewhere else as he needed to move his car.
Then by the journey he took I knew he had his sat nav set to “shortest route” so instead of M23, M25, M4, M5 to Bristol airport we had a “lovely scenic” ride through the town centre of Bracknell to join the M4 and then just to add to the full experience a drive through the town centre of Bristol to get to the airport which is actually more reachable from the motorway as it lays well on the outskirts of Bristol town centre.
Both me and the front seat passenger we asked not to fall asleep as it blocked his view of his wing mirrors, he spent most of the journey in the outside lane being undertaken by vehicles, often missing exits on a roundabout and having to go back around the roundabouts and cutting across lanes when he realised that he wasn’t adhering to the correct instructions on the satnav. He was continually opening his window to demist his windscreen which also meant we were all freezing. I was shattered and could have easily slept had I felt safe with this driver…which I and all the other passengers didn’t!
We finally arrived at 6:30am at Bristol airport with a further 2 hours journey home from there via car.
I commented at the time that you just “couldn’t write it” and I just have.
I therefore asked that we are duly compensated for the delay, a full refund for our extra legroom to at least compensate for the uncomfortable journey and a goodwill gesture for the way in which we were treated, both for myself and my partner and
Easyjet customer services declined any refund not even for the extra legroom!!!
And their senior executives Johan.lundgren@easyjet.com, John.leighton@easyjet.com and Richard.lawrence@easyjet.com couldn’t even give me the decency of a reply to the above email!
