easyJet Reviews 67,871

EasyJet response 28/6/26

Hi Rob,
 
Thank you for your follow‑up email.
 
I want to sincerely apologize again for the frustration you’ve experienced, particularly with the call being disconnected and the lack of a callback. I understand how disappointing this has been and how strongly you feel about the pricing issue.
 
As explained previously, your booking was reviewed and the change fee was going to be waived as a gesture of goodwill, with only the fare difference applied. After reviewing the booking notes, I must clarify that this one‑time grace was declined at the time, and therefore our standard terms and conditions now apply. Specifically, Section 6 hereunder “Making changes to your Booking” states that standard flight change fees will apply going forward, along with any fare difference if the new flight is more expensive.
 
You do have the option to make the flight change online (this is the price you see currently online), which is generally cheaper than contacting us by phone. However, as the booking is outside the 24‑hour grace period, the change fees will apply online as well. Please note that our fares are dynamically priced, meaning they can change at any time, even within minutes, and the system applies the price available at the time of the change.
 
I'm sorry that we cannot alter the outcome further. While we do not have control over call queue waiting times, our contact center always strives to minimize delays as much as possible. In addition, we offer a 24‑hour online chat service to provide quicker assistance and reduce the need for long waits on the phone.
 
Please be assured that your feedback about the call experience has been shared with the relevant team to help us improve. We value your patronage and hope to welcome you on board under better circumstances in the future.
 
Kind regards,
Nobu
 easyJet Customer Services

My reply to easy jet 29/6/26

Dear easyJet Customer Service,
Thank you for your email. I am writing to formally reject your explanation. Your message offers empty empathy while penalizing a disabled customer for your own systemic failures.

I want to be unequivocally clear about the objective facts of this situation:

The 24-Hour Window: The only reason this issue is now outside of your 24-hour grace period is because your representative hung up on me after I had been on the phone for 1 hour and 30 minutes, and then failed to call me back as promised. It is entirely unacceptable to penalise me for your staff severing the communication.

The "Dynamic Pricing" Excuse: Your claim that a fare difference applied due to dynamic pricing is demonstrably false in this instance. I have timestamped screenshots proving that the prices for both dates were completely static and identical both when I booked and when I called to correct the error.
 
Accessibility and Distress: Your website crashed multiple times during the booking process. As an autistic individual with ADHD, this forced me into a highly dysregulated state, which directly led to the simple date error. Rather than taking accountability and rectifying the issue caused by your failing IT infrastructure, you subjected me to hours of dropped calls, immense stress, and are now demanding more money to fix your own delays.
Because we have already invested over £400 in these flights to Edinburgh, my wife is currently attempting to navigate your systems to fix this nightmare so we can still take our trip.

If easyJet believes that extracting an extra fee is worth causing deep psychological distress to a vulnerable customer, you have succeeded. However, know that because of how this has been handled, once this trip is completed, my entire extended family and I will never fly with easyJet again.

Do not contact me further with more empty apologies or corporate deflections. The only acceptable response to this email is confirmation that you are doing the right thing by waiving these unjust fees and resolving the issue. If you are not contacting me to offer a genuine resolution, do not contact me at all.

Sincerely

Rob

I'd recommend Easyjet package holidays, from the booking process straight through to your return flight home, everything is taken care of. Making my holiday a lot less stressful. Mum has special assistance, and the staff will go out of their way to accommodate her needs.
I've a few holidays through Easyjet, and they never disappoint.

It took 48 minutes for my call to be answered. The person who answered my call was condescending and rude, even laughing at me at one point in the call. Really should re-name your company Difficult Jet!

I made a genuine mistake on my first ever booking with SleazyJet and amended mistake/booking within less than an hour but was charged an extra £49 which is so unfair. Customer service advisor could only quote “company policy”
So unfair and will book elsewhere for my next flight

Delays with refund. Still awaiting form May

I waited 47 MINUTES for my call to be answered.
When it was answered, and my issue resolves, I was told to go back into the app and check in AGAIN.
But the app wouldn’t allow me to check in again.

I can only hope that my boarding pass works at the airport 🙏

great service

Waste of time in hold for 30 minutes and gave up

We contacted customer services due to being unable to fly following my husband having a heart attack as we were going to the gate for departure. EasyJet talked us through the procedure to request the best way forward to either have a voucher, deferment or refund.

Very quick and very helpful staff

Pas de reponse

Airline's get away with blue murder, They shouldn't expect a positive review when they have inconvenienced the public or financially benefitted by tweaking the schedule of flights and not providing a clear reason.

Call was answered quickly and by a friendly and knowledgeable operator. Thank you

Really helpful and kind. Quick and easy to use. Sorted everything in under 2 minutes.

Terrible service
Unbelpful

Great support
Leen Customer service

Daniel was great. only thing was on hold for ages .

also the password reset link that gets sent out doesn't work. if it had then I could have done it myself

I dont get answers to my questions while my flight got cancelled