✅ Trip Verified
| I wish to complain about the incompetence and rudeness of staff in the Terminal 1 security check-in, outsize luggage check-in and Easyjet check-in desk 11 on September 7th and 8th. My sister are in our sixties. We arrived at 11.15am, with 2 bikes, for the easyJet flight to LGW departing 1.30pm. Our bikes were packed exactly as they had been on the outward easyjet flight from LGW, where they had been accepted and checked in without any problems. When we tried to fly from Lyon, first easyJet would not accept the bikes but eventually they checked them in. Then we were told to go to room 24 for the outsize baggage check-in, instead of the one next to our check-in at desk 11. At room 24 they told us to go back to the outsize check-in by desk 11. They sent us back to room 24. Again they would not accept them. We tried the check-in by desk 11 again. This time they checked one bike through, but then someone rang the check-in lady and told her not to accept the bikes. I pleaded with the lady to check the second bike in but she called her supervisor, who refused to allow her. Two other staff came to watch us arguing, and one of them laughed at us and said in French how red we looked, assuming that we couldn't understand him. That is completely unprofessional, and unbelievably rude. Finally, we managed to get help from another easyJet representative, who took us to a scanner in Terminal 2, where they finally accepted the bikes for our flight. By now it was nearly time for our flight to leave. We had to run all the way back to the security check-in at Terminal 1. Once there, my sister's hand luggage was scanned and returned, but my bag went through the scanner once and was sent back to be scanned again. When it was finally returned, the security staff searched it although it contained nothing invalid. I had to explain what a toothbrush holder was, one man was waving my small bicycle pump around and a female operative dropped one of my bike lights onto the counter so that its cover cracked, and said 'Oops, sorry!' as if it was a joke. When they finally released my bag we had to run all the way to departure gate D12, and by that time we had missed our flight. We spent the night at the airport, waiting for the 7.10 am flight to LGW on September 8th. We had finally found bike boxes for sale at the airport so our bikes were packed into the boxes. At 5.10am we checked our bikes in at Easyjet and were again told to take them to Room 24. AGAIN they were not accepted. This is ridiculous - the airport had sold us the boxes! If they are not suitable why sell them? They were only accepted and checked in after my sister went back to Easyjet and they phoned room 24. It seems clear that your staff have no idea what the rules are concerning bicycles and absolutely no concept of customer service.