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.
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Customers mention
Policy changed with no warning so no refund could be offered despite flights being changed by airline. No helpful advice other than make a complaint. Just shocking.
There was an agent Shaheb who just ask unnecessary questions and didn't provide solution such a waste of time He was good for nothing... Not even senior was there to escalate his behavior.... Such a BIG shame for Easyjet!!
Awful cannot refund when you book
Not helpful at all. The guy didn’t even read my message, kept sending in copy and pasted info from the website which wasn’t relevant to my question at all- took 20 minutes to finally get a simple answer to my question
Absolutely disgusting making me type things out 3 times just to fob me off I'll never book with easy jet again .Mustafa the agent wants sacking condescending and completely useless not interested in the slightest
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.
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
he updated name with incorrect gender !!
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!
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.
