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Easyjet Gouges Its Customers  
User currently offlineTravellin'man From United States of America, joined May 2001, 530 posts, RR: 0
Posted (8 years 1 month 1 week 3 days 12 hours ago) and read 5404 times:

Far be it for me to think that one rude attendant or ticket agent a bad airline make; however, EasyJet really takes the cake, in my opinion.

A week ago split up a LAX-VCE trip to have a stopover in London by flying United to LHR, and then Easyjet from LGW to VCE. I was a bit surprised by Easyjet's baggage policies, because they really took me for a ride. I had neglected to read the fine print that the baggage limit is 20 kg per customer, not per bag. Fine. A bit stingy, I think, but I bought the ticket, and accept that I am responsible for what I get myself into. What was a shock was when the check-in agent told me that she was charging me 5 pounds sterling per kg for each of my 15 kg of overweight. Given that I paid 85 pounds for the fare (which is decent, but by no means a steal compared to mainline fares I saw for a combined stopover ticket for the whole route), I was pretty upset; however, I put the nicest face on it I could (anger never gets you anywhere in these situations, but being nice often does), and appealed to both some sense of measure and decency, but got nowhere. Her only suggestion was to get rid of things I don't need, which was stultifying. I thought to myself: "That's a good idea! I knew I should have thrown the household garbage out at home as opposed to dragging it along to Venice to throw away there! Thanks for helping me lighten my load!"

There was a long line at the cashier, who when asked told me that, yes, things had been especially busy for them since the new security measures had taken effect, and no, he wouldn't reduce the fee. There was another long line to see a manager, if I wanted to try to do that (what was this, Soviet Russia, where people stopped waiting for hours in bread lines to go kill Breshnev, but gave up when they saw how long the line was?!). Incidentally the people in front of me told me that they got their ticket agent to reduce the fee for 18 kg of overweight(!!) down to 15 pounds. When I went back to pick up my boarding pass, I informed the check-in agent that I knew it was at her discretion to adjust the overweight fee, and that it showed poorly on her character, and the airline, that she decided to stiff me like that.

What was I left with was disgust at the fact that:

1) Easyjet places no limit on its overweight charges. I am perfectly used to paying overweight fees when I travel for jobs, and am schlepping lots of gear, and think that a fixed fee is reasonable. This is not.

2) Given the new English carry-on restrictions, I could only carry a camera in the cabin, and was forced to put a lot of things in my checked baggage, which of course added to my baggage weight. Again, the especially long line at the cashier showed me that I was not the only one who fell prey to this. One would think the airline would grant some reprieve to its travellers in light of the current anti-terror measures.

I think it is cynical of Easyjet to have policies that take advantage of circumstances like this. It is hardly a business model I admire, or plan to support in the future, and if Easyjet marketing people are trolling this site (as we a.netters constantly suspect airline exces of doing), I hope they take more note of a once and former customer's discontent than their indifferent staff in order to implement a more reasonable policy.

Fellow grunts and rumblings welcome. Cheers!


It is not enough to be rude; one must also be incorrect.
45 replies: All unread, showing first 25:
 
User currently offlineBicoastal From , joined Dec 1969, posts, RR:
Reply 1, posted (8 years 1 month 1 week 3 days 11 hours ago) and read 5371 times:

You pretty much admit that it was your own ignorance of Easyjet's policies that caused your inconvenience and more money to be spent. So what's the point of your post? Buyer beware? Easyjet, Ryanair and all others have a business to run and a profit to make. You HAD a choice of airlines to fly. You apparently made the wrong one. If you're looking for sympathy, I have none for you.

User currently offlineTravellin'man From United States of America, joined May 2001, 530 posts, RR: 0
Reply 2, posted (8 years 1 month 1 week 3 days 11 hours ago) and read 5339 times:

I wasn't looking for sympathy. I was merely protesting what I see to be a lack of a sense of measure and fairness, especially in light of the British anti- terror restrictions, which increase your baggage weight. It's unfair of Easyjet to exploit the situation like this, plain and simple.


It is not enough to be rude; one must also be incorrect.
User currently offlineRichardPrice From , joined Dec 1969, posts, RR:
Reply 3, posted (8 years 1 month 1 week 3 days 11 hours ago) and read 5289 times:

Quite simply - dont fly with them if you dont like their policies.

I personally cannot find anything wrong with Easyjets stance in your post from my point of view.


User currently offlineMDorBust From , joined Dec 1969, posts, RR:
Reply 4, posted (8 years 1 month 1 week 3 days 11 hours ago) and read 5281 times:

Wait a second... You, as in.. all by your lonesome, had 77lbs of luggage?

Beyond wondering what you can find to do with 77lbs of luggage... why didn't United charge you, since you are above their limit too?

Besides, did you really think a LCC was going to let you carry a ton of luggage around?


User currently offlineBMED From United Kingdom, joined Dec 2004, 860 posts, RR: 6
Reply 5, posted (8 years 1 month 1 week 3 days 11 hours ago) and read 5257 times:

baggage limit is 20 kg per customer, not per bag

This is the same for BD when you fly economy so its not just the lcc.



Living the jetset life! No better way to be
User currently offlineTravellin'man From United States of America, joined May 2001, 530 posts, RR: 0
Reply 6, posted (8 years 1 month 1 week 3 days 11 hours ago) and read 5244 times:

I am a photographer, and was travelling for a job. I was carrying a certain measure of gear. United's limit, and most airlines' limit, is 20 kg, or 45ish lbs. per bag, two bags, or 100 lbs. per person. By most airlines' standards, I was well within my limits.

I am surprised that none of the people who respond think that 150 USD of overweight charges (on a 170 USD ticket) is excessive.



It is not enough to be rude; one must also be incorrect.
User currently offlineBMED From United Kingdom, joined Dec 2004, 860 posts, RR: 6
Reply 7, posted (8 years 1 month 1 week 3 days 11 hours ago) and read 5229 times:

Like you said yourself it was in the terms and conditions. You see it happen all the time on the TV program so its nothing new. I've had friends pay more for excess baggage than the cost of their ticket.


Living the jetset life! No better way to be
User currently offlineVfw614 From Germany, joined Dec 2001, 4013 posts, RR: 5
Reply 8, posted (8 years 1 month 1 week 3 days 11 hours ago) and read 5229 times:

If you bought the ticket before the new terms & conditions came into force, you should have been charged according to the rules that applied to your contract. IIRC, the "one piece of luggage" rule is fairly new. If Easyjet had to change its luggage policy because of new rules imposed by the government, that's fine but they cannot let you pay for it if you were within the weight, but outside the piece limit. If your luggage had become overweight because you had to put carry-on into the hold luggage: IMHO, that is an interesting legal problem as far as your contract is concerned (no such limitation was in your contract, so you had to forego part of your contractual allowance of checked-in luggage because the government effectively limited the choice of what to take into the cabin).

If you had booked after the new government rules and the adjusted terms & conditions had come into force, I do not see point you are making other than the fact that the CSA did not do you a favour - which she could have done, but need not do (and probably should not do as those charges are an important source of revenue for easyJet and their CSA certainly are not encouraged to waive them).


User currently offlineGeotrash From United States of America, joined Jun 2001, 326 posts, RR: 0
Reply 9, posted (8 years 1 month 1 week 3 days 10 hours ago) and read 5153 times:

I think the policy is excessive, and I think I would choose another airline next time if I had been snared by this particular policy. Whether he missed the fine print or not probably wouldn't change his opinion, because he was clear that he had no choice but to bring the equipment on the trip for the job. If many passengers are being inconvenienced and frustrated by a policy, then it is important for an airline (or any business) to either adjust the policy, or find another way to recoup the costs (if any) that does not anger or inconvenience customers.

If an entire line full of people are given an unpleasant surprise at the Easyjet counter on a regular basis (as evidenced by the cashier line), then there is reason to suspect that the baggage limit may be set unreasonably low, and adjustments need to be made elsewhere to accomodate reasonable exceptions without invoking "policy". Thus, more happy customers and repeat business.

Dave

[Edited 2006-09-15 17:16:10]

User currently offlineRichardPrice From , joined Dec 1969, posts, RR:
Reply 10, posted (8 years 1 month 1 week 3 days 10 hours ago) and read 5153 times:

Quoting Travellin'man (Reply 6):
I am surprised that none of the people who respond think that 150 USD of overweight charges (on a 170 USD ticket) is excessive.

Theres a reason that 170USD ticket is 170USD.


User currently offlineGSM763 From , joined Dec 1969, posts, RR:
Reply 11, posted (8 years 1 month 1 week 3 days 10 hours ago) and read 5115 times:

As far as I'm aware U2s limit has been like that since the beginning in fact I thought it was the norm in Europe. As mentioned in the last post there is a reason the fares are cheap and that is that everything other than the trip from A-B is extra. LCCs in Europe have always been more ferociously low-cost than their US counterparts and that is what you are seeing here.

User currently offlineVfw614 From Germany, joined Dec 2001, 4013 posts, RR: 5
Reply 12, posted (8 years 1 month 1 week 3 days 10 hours ago) and read 5115 times:

Why should 150 USD on a 170USD ticket be excessive ? It stays the same, whatever the fare is.

User currently offlineWidebody From Ireland, joined Aug 2000, 1152 posts, RR: 8
Reply 13, posted (8 years 1 month 1 week 3 days 9 hours ago) and read 5069 times:

Two points;

A) Ryanair are charging passengers for a checked bag which would usually have been hand luggage even if the ticket was purchased before the current requirements. Same everywhere.

B) I once paid a 260 euro overweight baggage charge with EI. No airline I've ever travelled with has had a limit? Why would they? Why encourage a family of lets say 5 people to check all their excess luggage under one person because its free after the limit is reached?! You're charged because it's costing the airline fuel to haul your baggage to your destination, a cost which they would have otherwise not have incurred if you had taken normal luggage.


User currently offlineIcarus75 From France, joined Oct 2003, 804 posts, RR: 0
Reply 14, posted (8 years 1 month 1 week 3 days 9 hours ago) and read 5050 times:

Quoting Travellin'man (Reply 6):
United's limit, and most airlines' limit, is 20 kg, or 45ish lbs. per bag, two bags, or 100 lbs. per person.

Sorry if I'm wrong but I disagree with you!!! Most of airlines limit in economy is 20Kg per person, not per bag!!!!!!



Flying is amazing!
User currently offlineTravellin'man From United States of America, joined May 2001, 530 posts, RR: 0
Reply 15, posted (8 years 1 month 1 week 3 days 8 hours ago) and read 4945 times:

Quoting Widebody (Reply 13):
I once paid a 260 euro overweight baggage charge with EI. No airline I've ever travelled with has had a limit? Why would they? Why encourage a family of lets say 5 people to check all their excess luggage under one person because its free after the limit is reached?! You're charged because it's costing the airline fuel to haul your baggage to your destination, a cost which they would have otherwise not have incurred if you had taken normal luggage.

Actually at least the US airlines, as far as I know, charge 25 USD for anything over 50 lbs. and under 75 lbs. per bag, and then another fixed fee (75$?) up to 100 lbs., above which they won't accept it as baggage. So there are limits there too that would prevent that scenario.

My comment on your overweight charges is that, without knowing how much you were schlepping, I think that it is unfair for you to be charged that.

My point stands that because there were several kilos (8-10?) that I could not carry into the cabin in my carry-on (because of British anti- terror measures), these went into my luggage, for which I was charged, which again I think is cynical. They could have instituted an ad hoc policy that temporarily increased the baggage allowance by a few kilos to allow for the fact that people would be putting more weight into their bags, but no. It's going on the plane anyway, cabin or hold, so I don't see how Sleazyjet is inconvenienced by this shift in passenger packing. It's opportunistic, and in the long run they lost me as a customer, someone who was curious to fly them, so perhaps it was not worth their while to charge me so stiffly, even if most people on this thread think it makes perfect sense to follow this policy.



It is not enough to be rude; one must also be incorrect.
User currently offlineRdwootty From United Kingdom, joined Sep 2005, 904 posts, RR: 2
Reply 16, posted (8 years 1 month 1 week 3 days 7 hours ago) and read 4848 times:

Please note BA has now the same policy 1 item 20kgs so even mainline costs the same in Europe. You US bods have no idea what is coming over the water to you.

User currently onlineJJJ From Spain, joined May 2006, 1862 posts, RR: 1
Reply 17, posted (8 years 1 month 1 week 3 days 7 hours ago) and read 4825 times:

Quoting Rdwootty (Reply 16):
Please note BA has now the same policy 1 item 20kgs so even mainline costs the same in Europe. You US bods have no idea what is coming over the water to you.

My experience with mainline companies is that often don't enforce this, or you can get a nice reduction once on the cashier.

Anyway I was this week at Zagreb and saw a sign on the BA check-in area saying they were now taking the excess baggage seriously, and would start charging you after just 3Kg. overweight.


User currently offlineInfodesk From Switzerland, joined May 2006, 1461 posts, RR: 33
Reply 18, posted (8 years 1 month 1 week 3 days 7 hours ago) and read 4812 times:

I wouldn't call a limit of 20 Kgs per passenger stingy. That's pretty much the norm for economy.

And as for the "English carry on restrictions", easyjet isn't the only airline to be affected by all this. Have other airlines granted "special reprive"?

If you think easyjet have tight restrictions on hold baggage, try Ryanair!



"Do nothing in haste, look well to each step and from the beginning think what may be the end" - Edward Whymper
User currently offlineGilesdavies From United Kingdom, joined Dec 2003, 3038 posts, RR: 2
Reply 19, posted (8 years 1 month 1 week 3 days 7 hours ago) and read 4788 times:

You have to look at this another way...

easyJet will only accept additional baggage if space and weight restictions on the aircraft permit...

easyJet regularly restrict the excess baggage to an absolute maximum on 32kg (inc your 20kg weight included in your ticket), and could have forced you to leave some behind.


User currently offlineMexicana757 From United States of America, joined Apr 2001, 3045 posts, RR: 28
Reply 20, posted (8 years 1 month 1 week 3 days 6 hours ago) and read 4761 times:

Thats why you need to read the fine print when booking tickets on any airline. How much the weight limit is per person or bag. That way you can pack according to each airlines limit.

User currently offlineSevenair From United Kingdom, joined Feb 2001, 1728 posts, RR: 0
Reply 21, posted (8 years 1 month 1 week 3 days 6 hours ago) and read 4741 times:

A similar thing happened to me flying NCL-BRS for my ATPL studies - my manuals took me up to 11kg for my case as it was. IT was going to got �36 for my excess 6 kgs, but the flight cost me just �5+�10 tax. Usually they are quite lapse with this on domestic flights, but not this time! I had to dump some thing off with a friend. Coming home, I flew LGW-MME on WW with 25kg + 10kg hand luggage, and they didnt bat an eyelid! Luckily with EZY, there was no hand luggage restrctions on weight. So i put as much as I could into my laptop and carryall! I guess the morale of my story is its the luck of the draw!

User currently offlineLegoguy From United Kingdom, joined Jun 2006, 3313 posts, RR: 40
Reply 22, posted (8 years 1 month 1 week 3 days 6 hours ago) and read 4724 times:

The part that I think is unfair is how the person at the desked reduced someone elses fee down to £15 even though they had 3kg more in extra than Travellin'man. And by the sounds of it, Travellin'man was not that pee'd off (or did not show it) so there's not really any reason why the person behind the desk did not reduce his fee. I find that quite unfair.


Can you say 'Beer Can' without sounding like a Jamaican saying 'Bacon'?
User currently offlineRichardPrice From , joined Dec 1969, posts, RR:
Reply 23, posted (8 years 1 month 1 week 3 days 6 hours ago) and read 4718 times:

Quoting Legoguy (Reply 22):
The part that I think is unfair is how the person at the desked reduced someone elses fee down to £15 even though they had 3kg more in extra than Travellin'man. And by the sounds of it, Travellin'man was not that pee'd off (or did not show it) so there's not really any reason why the person behind the desk did not reduce his fee. I find that quite unfair.

Lifes not fair. Theres no entitlement to a reduction in costs.


User currently offlineHBJZA From Switzerland, joined Jan 2006, 377 posts, RR: 0
Reply 24, posted (8 years 1 month 1 week 3 days 6 hours ago) and read 4711 times:

Ignorance again and again. If people would simply swallow their pride when they get the proof that they are wrong, the world would get way better. If it's a policy written on the carrier's rules and one bought the ticket, it means that the rules were known and accepted. END OF STORY

25 Legoguy : Yea, I know but I feel, if they reduce it for one person, then they should reduce it for another person. Especially if the original person who gets i
26 Cwldude : Okay well for a start... you don't know that the family in front of you are telling the truth... for a second, if they are, it was probably because th
27 B787 : I think it was blatant opportunism by any airline to charge people for excessive luggage that wasn't allowed by the authorities to be carried onboard.
28 Danild : I think that a 20Kgs. baggage limit is very low! when compared to the North American costums, which right now stands (depending on the airline) at 50
29 AeroWesty : £5 per kilo is actually quite reasonable. If you were flying a full IATA carrier, the usual rate is 1% of the first class fare per kilo over 20 kilos
30 Travellin'man : Thanks. This point seems to have gotten lost, and I'm surprised more people haven't seconded it.
31 FAGC : Apart from the fact that you have not checked what it is you may or may not carry with you, when are you guys going to stop taking it out on the desk
32 SparkingWave : It's too bad you were treated like that, but technically, unless Easyjet was violating a law or their own contract, they can do whatever they like, wh
33 AeroWesty : But you flew a month after the new carry-on regulations took effect, so you should have been aware that you were going to go over the limit. If effec
34 Aeroplan73 : I guess you get what you pay for. The fee is definately a tough pill to swallow, but there is usally some catch with LCC's. I wonder when airlines wil
35 Bicoastal : Not on Air Canada. They have a weight limit for carry-ons, too. Nothing over 20 lbs, I believe, is allowed on board. Smart move. I wish more airlines
36 Col220 : I learned this long time ago: If you want to get a cheap flight you have to take everything in account. The price of the ticket is not everything, you
37 Soups : next time book an airline from LHR to VCE and have UA to tagg the bag all the way to vce
38 BA767s : I used to work on check in for easyJet, The most excess I ever charged in one go was £575 and they didnt have a problem so why do you!?!?! You agree
39 Zruda : Well, sure not all lowcost are like Smartwings, thank god. We dont charge excess baggage on Smartwings flight, because their employees are just not w
40 Danild : I actually did like Smartwings... The staff was VERY FRIENDLY the planes clean and nice and price was excellent one thing I have never seen before is
41 Zruda : Well Danild, tell about you love for the smartwings to the people, which got to the apt just to find their flight is cancelled, with no previous notic
42 Airways1 : I disagree. I don't think you can really call it opportunism because, although the baggage restrictions may have advantaged Easyjet, their baggage po
43 VV701 : But the baggage had to be checked, loaded and unloaded. All of this takes time and time is money. LCCs encourage you to take minimum luggage and to c
44 Post contains images B787 : Yes, but I'm talking about if you aren't allowed to take that luggage in the cabin in the first place, and if that non allowed cabin baggage ends up
45 A340600 : How rude. I really don't see the point in this post. The fact is, in the first place it wasn't even easyJet who checked you in. Although at LGW they
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