easyJet delivers inconsistent customer service with strong individual staff performance frequently undermined by poor refund policies, inflexible booking rules, and some staff negligence; the 3.8/5 rating reflects this stark divide between helpful live chat agents and frustrating systemic limitations.
What customers love
Common concerns
Customers mention
Great communication and very thorough throughout. Thanks
Motasem helped me a lot to change mistake with my wife's name. Great service and very fast response. I am very appreciated for his help and professional attitude. 10/10 Thank You
The agent Abdullah was brilliant and really understanding and helpful. I was getting so confused but he was super patient and reassuring and sorted my issues quickly and efficiently. Great chat service
Really fast and simple help offered, was a relief to know that our problem was solved, thank you
very helpful
No compassion. I booked my holiday for mum and I for next month. I booked it last year. Unfortunately my dad has recently been diagnosed with terminal brain cancer and can't be left on his own. We are his 24/7 carers. I contacted easy jet explaining my situation and even provided them a letter from My dad's cancer hospital explaining the situation and that we had to be with my dad. Despite me saying it was terminal the person online said I hope your dad gets well soon. EasyJet wouldn't refund me despite the hospital letter saying we need to cancel as dad can't be left alone. No compassion what so ever. It was first time using them and will never use again.
The customer service staff didn't even listen what I was saying. I have sent all the background information to him and hope he can have a look, but unfortunately, he didn't read anything. The most unacceptable thing is that he sent an email from last year and tell me this is the reply for the query I raised this year.
Was checking in to our flights and noticed my daughter’s surname wasn’t correct, and was the same as the whole parties. I was in panic stations I went on to see how I could change it would have cost £120, I did not know how on earth I would pay for this! I went on to the online chat and spoken with Mustafa, they were great and fix it within 10 minutes free of charge. Honestly from the bottom of my heart, thank you. You really have made a difference. With gratitude Holly
Humble and knowledgeable executive
Great customer service, handled my request and solved everything very quickly
Great and so helpful!
Excellent advisor knowledge, helpfull and professional.
Always late, not good value for money
Checked in online for myself and 2 year old son, to be not sat together and be told I would need to pay £30 each to sit together. Called customer service to have the phone put down on me and said they couldn't help. Refusing to move seats free of charge so im sat with my infant. Not the best customer service, first and last time flying with easyjet. Never had any problems with Jet2 or TUI will go back to them in future
When will you release the list of flights for the month of October on the Lisbon (Portugal) to Palermo (Italy) route? I need to travel on October 31st, 2026. Using google translator.
easyJet is rated 3.8 out of 5 from 47 verified customer reviews on ReviewTerminal — rated Good. 70% of customers gave 4 or 5 stars.
easyJet has an average rating of 3.8 out of 5 based on 47 customer reviews on ReviewTerminal.
easyJet has 47 verified customer reviews on ReviewTerminal. Every review is from a real customer and is published without company involvement.
Based on 47 verified customer reviews, easyJet holds an average rating of 3.8 out of 5 — rated Good on ReviewTerminal. 70% of customers gave 4 or 5 stars.
