A customer experience about Easyjet

Status: Approved

#FinancialLoss #CustomerService #Inconvenienced  Furious Frustrated Let down 

Kindly shared by D. Maltby

What happened

On January 19th we booked return flights from Luton to Alicante leaving Luton March 20th and booked car hire via the EasyJet website. EasyJet cancelled the flights on March 17th offering us a full refund within 7 days. We finally received a refund for flights only on July 5th but EasyJet say we must deal with their “partner”, Car Trawler, to get the refund for the car hire. This was the first time we were made aware of Car Trawler. The car hire company in Spain was named as Firefly. EasyJet won’t take any responsibility even though we paid the full price to them. Car Trawler won’t make a refund as they consider us to be a no-show. How to we get refunded for car hire which we couldn’t use?

What I wish had happened

I feel that, as we paid the full amount to EasyJet, how they disperse part of our payment to a “partner” does not relieve them of the responsibility of refunding the full amount, not just the flights. Their ATOL certificate explicitly states “flights and car hire”. EasyJet obviously have daily dealings with Car Trawler so it should not be left to their customers to deal with the brick walls Car Trawler put up. EasyJet cancelled the flights and I would have expected they would automatically cancel the car hire. We paid EasyJet and expect a full refund from EasyJet.

Where this happened

On the Internet

Easyjet Customers

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How this makes Easyjet customers feel

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30% Customer Service
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22% Financial Loss
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Anti Climax

15% Inconvenienced
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Anti Climax

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9% Communication
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5% Other
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4% Rudeness
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4% Fraud
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Anti Climax

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3% Delay
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3% Returns
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3% Discrimination
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1% Embarrassment
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Furious

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1% Quality of product
Feelings:

Confused

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Unsatisfied

Travel Customers

Most talked about by Travel customers

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How this makes Travel customers feel

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27% Financial Loss
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25% Customer Service
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11% Inconvenienced
Feelings:

Furious

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10% Communication
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7% Delay
Feelings:

Furious

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Anxious

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6% Fraud
Feelings:

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Furious

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Disgusted

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Surprised

Unhappy

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Anti Climax

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4% Rudeness
Feelings:

Furious

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2% Other
Feelings:

Annoyed

Furious

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Disgusted

2% Returns
Feelings:

Furious

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Unsatisfied

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2% Discrimination
Feelings:

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Furious

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Let down

Unsatisfied

1% Embarrassment
Feelings:

Disgusted

Furious

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Disappointed

Let down

Frustrated

1% Quality of product
Feelings:

Frustrated

Annoyed

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Other

Let down

Confused

1% Delivery
Feelings:

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0% Delivery
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0% Service
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0% Expectations Exceeded
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