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
Super helpful changing a mistake on a name
Staff very polite, extremely helpful and friendly
The customer service names Mohammed was very quick and helpful.
top !!!! Top !!!!!
he updated name with incorrect gender !!
Straightforward
very helpful man ,thank you
The agent on the phone was extremely helpful she helped me very quickly with my enquiry and it was settled on the first phone call I made
After a diversion, EasyJet staff explicitly instructed me to arrange my own taxi and assured me that the cost would be refunded. Instead I experienced a drawn-out and deeply frustrating claims process that felt designed to wear customers down until they give up. First, the claim was rejected because the invoice supposedly did not meet an extremely specific format. I then went to the trouble of obtaining a revised invoice exactly as requested, only for the claim handlers to continue finding new excuses not to pay. Their responses repeatedly contained factual inaccuracies. E.g. they falsely claimed that a bus transfer had been available, and later that taxis had been provided by EasyJet — neither of which was true. Each reply took two weeks, only to come back with another refusal based on information that was plainly incorrect. This demonstrates either astonishing incompetence, or more likely a deliberate strategy to frustrate customers into giving up. Of course this is morally wrong, and most likely illegal. The amount of time wasted chasing a straightforward reimbursement was completely unreasonable. I will be taking it further with AviationADR. Anyone who cares about your time and money: AVOID EASYJET!
Great customer service, easy to deal with and sorted my problem out without any issues.
Consulente, preparata, disponibile a risolvere il problema con immediatezza. Grazie
The person I spoke to was amazing she explained all I needed to know. Very very helpful
Booked a holiday to take my husband and 2 toddlers away, 1 week before we was due to fly, contacted them 2 days before to advice my toddler had chicken pox and dr confirmed by time we flew they could be contagious and easy jets policy says 7 days from last spots coming which I wouldn’t have made as it would only be 4 days. Easy jet say this is not a serious illness which I understand however, it can be if someone is pregnant on the plane and that I can still fly, when I questioned this and advised them on their own policy they had to look into it and had a manager confirm I would need a fit note to fly which I was unable to gain. No option to pay extra to move the holiday only option is to cancel with no refund, absolute joke. No flexibility at all with an illness them is very common and out of anyone’s control. Safe on the phone seemed not interested.
Special Assistance and Baggage Handling
Forcing people to download the EasyJet app for GATE INFORMATION is beyond disgusting. You're begging for people being late at that point. I don't know who they paid off at these airports for them to put "info in easyjet app" when it comes to gate information on their screens, but its disgusting. I dont want to fl download your shitty ass app to find out where im supposed to go to.
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.
