EasyJet has not only been attacked for overbooking this week – another passenger has described “the worst customer service I have ever experienced” after the airline failed to put her suitcase on a flight to Essaouira, Morocco, and then sent her on an expensive, yet futile, tour of the country to try to recover it.
EasyJet left Fi Taylor’s bag behind in the UK the first day of her holiday in Essaouira, then told her it had been sent to Marrakech, nearly 200km away – and that she would have to collect it. Along with a friend she was forced to take a three-hour bus ride to the city. But just as they were about to arrive in Marrakech, easyJet told her that her case hadn’t been put on that flight either. Despite racking up a bill of hundreds of pounds, easyJet has offered them £125 compensation which doesn’t even cover their phone bills.
“We arrived at Luton London two hours before the flight to a ridiculous queue for check-in. The chaos almost resulted in us missing our flight and when we got to Essaouira airport we were told that our bag was still in Luton. The staff at the airport had no idea what was happening.”
She says the following day they received a phone call from Marrakech airport claiming the bag would arrive there the next day. It was confirmed by email and a text so they set out on the three-hour bus journey to collect it.
“Unbelievably, just 30 minutes from the airport, I received a phone call saying that the bag had again not been placed on the flight. After another hour staff at the airport were still unable to tell me where my bag was. On the basis that we were told it would arrive the next day, we spent the night in Marrakech, only to get a call the next day to say it would actually arrive in Essaouira after all,” says Taylor.
“So we started our journey back there only to be told that it would actually still be arriving in Marrakech. At that point I had enough and stated that my bag absolutely must arrive in Essaouira as originally planned.”
Even when the bag did turn up she says she was made to wait a further two hours by easyJet staff who she says couldn’t have cared less as she sat their crying at the sheer frustration of it. Despite ruining her holiday, making them both incur hundreds of pounds of extra expenses – she has been told that £125 was all the airline would pay.
A spokeswoman for the airline says: “EasyJet would like to apologise for the delay and resulting inconvenience in delivering Ms Taylor’s luggage to her following a flight from London Luton to Essaouira, Morocco on 18 July. EasyJet offers customers £25 a day to cover essential items on the rare occasion a customer’s luggage is delayed.
“EasyJet is the only airline in Europe with an industry-leading ‘bag tracker’ tool which sends SMS and email updates tracking the bag throughout its journey. We operate more than 1,700 flights per day across 31 countries and incidents of lost baggage are extremely low. World Tracer, the independent body used by the industry for baggage tracking, shows easyJet to have one of the lowest rates in the industry for instances of delayed bags.
“A member of our customer team has tried to contact Ms Taylor to resolve her complaint but without success at this point.”