easyJet Airline Company Ltd.
Hangar 89, London Luton Airport
Luton, Bedfordshire, LU2 9PF
United Kingdom
March 30th, 2019
Erica Friedman
Shaul Hamelech 15
Tel Aviv, Israel 64367
Phone: +972-52-222-7755
Email: erica.friedman@alumni.ubc.ca
Dear Ms. Friedman,
Thank you for your letter dated March 10th, 2019. We regret the inconvenience that you and your family experienced on February 4th, 2019, when traveling from London’s Luton Airport to Israel’s Ben Gurion Airport (flight U2 2085). easyJet values customer satisfaction; your feedback and suggestions are appreciated.
We understand that the carry-on policy was not properly communicated. Your suggestions for clarifying our policy on our website, at check-in, and boarding, have been forwarded to management. Management will review the stated policy and revise it, as needed.
easyJet employees undergo extensive training, including in communicating with customers. Employees are expected to treat customers with respect, and use a friendly tone. However, stressful situations can develop, particularly during boarding; we train staff to maintain composure at these moments. We regret that in this situation, this was not the case.
easyJet’s policy, as stated on our website, is to provide discounts and refunds only on flights that are delayed for more than three hours or cancelled. In the case of your flight, we are unable to give a discount. Instead, easyJet would like to offer you a $50 U.S. gift certificate (enclosed) that can be redeemed for food or duty-free products on any easyJet flight.
We hope that you will decide to fly with us again soon.
Sincerely,
Wade Johnson
Manager, Customer Services
Encl. Gift Certificate
Life-long learner, mother of 3, working in the nonprofit sector for many years (with a hiatus as a yoga instructor). Originally from Toronto, like many of my peers at the time, I migrated to Vancouver (and UBC) in the 1990's. (Yes. I'm an Oldie.) 18 years ago, I set off on what was supposed to be a one-year journey to Asia and well, I guess I'm still on that journey. I live in Tel Aviv, Israel with my husband (he's British), our children, and a frisky cat named Mitzi.
Leave a Reply