easyJet

Malaga to Basel 9/12/13. Gate opened 15 late and the staff seemed unconcerned despite a queue of 30/40 people waiting. After checking in we were asked to pay an excess of 10 kg despite having paid for 2 golf bags. It appeared that the check in staff didn't know that the golf bag allowance is now 20kg and not the old 12 kg. Then the usual wait at the gate then in the jetty before boarding. Easyjet are OK but if there was another option I would prefer to take it.

Madrid to Paris and return 4 days later. Both flights were late due to boarding delays. It really does seem to take much much longer with allocated seating. I used Easyjet before for years and never had problems choosing a seat. The Easyjet check in agents at Paris were unbelievably rude to everyone and insisted on checking the size of every bag even when they were obviously far smaller than limits. It used to be so easy with Easyjet - not anymore unfortunately.

LGW-BCN. Good flight for a LCC. At least they are not constantly trying to sell you lottery tickets etc.

MAN - BFS return on an A319. Late leaving but early arriving on the outbound and we left and arrived early on the return. Great crew both ways frequent updates from the flight deck and the A319 is a very pleasant plane to fly in. Our landing in Belfast was the smoothest in 30 years of flying and this in bad weather. High marks all round. Cannot comment on the food and drink as I didn't order any.

24th Dec 2013. Manchester to Bilbao. EasyJet was the only company to cancel flights to Bilbao in that afternoon/evening. Weather was improving and all other airlines made it to Bilbao except easyJet. Bilbao airport was never closed. Similar weather conditions days later in Liverpool and not a single easyJet flight was cancelled. Full ticket refund on their website was straightforward so no complaints about that. Staff at Manchester airport were very patient they could not do much about it and had to face all of us frustrated passengers. But equally it was clear that the company had not a clear plan to bring their customers to their destination their advice was more like go home. In spite of all that easyJet when it operates their flights they tend to be very good only when things go out of the ordinary they tend to be very bad. I would still recommend easyJet but passengers should think twice before booking flights on certain important dates without a plan B.

Like many we had a horrendous experience travelling or trying to travel with easyjet from/to Gatwick on 24/25 of Dec. Nothing can excuse the abysmal treatment by easyjet of the passengers who were forced to await repatriation from Malaga on 24th Dec. Poor information of passengers throughout especially on the 24th with passengers lurching from delay to delay eventually ending in cancellation after a 7-8 hour wait in the terminal. Being given a voucher for the value of 4.50 Euros in an airport in which a can of coke costs 3.70 Euros and a brownie 3.50 Euros. Having to queue for 2 hours to rebook following cancellation with 200 passengers served by 2 staff eventually reduced to 1 after which we were all told that all the rebooking was useless as we could rebook ourselves or check in normally the following day. Ferried to a hotel and having to queue in the rain and wind for over an hour while a single person was booking in 200 passengers one at a time. Ferried back to the airport the next day at 11 am only to be left in terminal C for over 7 hours with virtually all facilities shut down no attempt to hand out any snacks or refreshment and only one harassed easyjet rep in attendance being clearly out of his depth unable or unwilling to announce anything and to address anything. Absence of sensible and correct information from easyjet with the only source of semi-reliable information coming from passengers with access to the web or contacts in the UK. Had to endure hours of waiting as an aircraft scheduled to take us to Gatwick was diverted to Alicante without explanation for hours with wild rumours circulating on its destination chances of its return and any time estimates. Offered crisps or some low-cost choc sweet and a drink as compensation”for the 7-hour food-less/drink-less wait in an otherwise abandoned terminal. My own verdict is that easyjet's support framework in Malaga is totally inadequate and poorly equipped to deal with unforeseen events. Staff are poorly trained and poorly motivated having no understanding of the importance of talking to passengers and keeping them informed. Your food arrangements in case of serious delays are ludicrous all characteristic of an airline who has forgotten (or never learnt) the importance of customer relations alongside its raison d'etre of maximising its profits.

Manchester to Bilbao 24th December 2013. Flight cancelled due to poor weather weather was bad at Bilbao. This was handled very poorly by easyjet staff. A man announced flight cancelled and to rebook at easyjet service desk. Vague information and they suggested going home to rebook online. Navigating their website on Christmas Eve was again very unclear.

We travelled from Southend to Malaga 24th December 2013. What a wonderful experience we even sang carols. Great staff. We cannot praise the whole experience highly enough.

Innsbruck to Gatwick. Was supposed to land at South terminal but diverted to North terminal but passengers not told. Over-priced food and indifferent service. Rude customer service and no email address on website.

Flight SKG-SXF one way. It was a full flight but still comfortable. Clean cabin friendly crew prices average. The only drawback was that they lost our luggage but it was handling company's fault. Overall recommended.