Home > Customer Service, Social Media > Customer Service 2.0.. Where’s the service? Update!! Part 2

Customer Service 2.0.. Where’s the service? Update!! Part 2

OK, I’m a fair enough guy and whether in response to my added pressure, or a coincidence because they were about to get back to me, the fact is that, as you can see by the screen grab of my Tweetdeck just a few moments ago, the folks over at EasyJetCare do seem to be working on their Customer Service.

ScreenHunter_01 Oct. 04 12.52

So now I’ll follow their instructions, I’ll look forward to seeing my money refunded, I’ll be interested to understand what measures they’re taking based on their improved customer service strategies, and I hope that what was a convenient & economical airline, can transform itself past the growing pains and into a Customer Service reference!

YES, I’m always full of hope!

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  1. February 1, 2010 at 1:42 PM

    I’d like to say that not only did Easyjet refund my money, they have subsequently followed up to share with me they continue to work on their new initiatives,and on my last flight with them in December 15th to London, they had learned their lesson! Again our boarding gate was moved to a bus.. however.. this time when we got on the bus, there was a Speedy Boarding section roped off, which meant we were allowed to board the plane first once the bus made it to the plane!

    Way to go Easyjet.. listening to your customers! 🙂

  2. Karagiannis Efstratios
    February 7, 2010 at 11:39 AM

    here is out easyjet experience from Greece.
    Please read the letter below. It is now a month and easyjet ignored us completely.

    11 January 2010

    LETTER OF COMPLAINT

    Booking Code no: EFQ64JJ

    Dear Sir/Madam,

    I was a passenger me and my wife on one of the flights from Thessaloniki to Berlin cancelled on the 26th of December 2009 due to the bad weather.
    We were waiting to the Thessaloniki airport from 8.30 am until to 16.30pm for the plane to come but unfortunately never came. During all this time the front-line staff telling us that the plane went to Athens and was about to come and pick us back two or three times during the day and that could not land on due to weather conditions. In the meantime other flights from other companies (e.g. Aegean, Alitalia, Olympic & British airways) were landing on and off. The easyjet flight was the only one to cancel at that day in the Thessaloniki airport.
    At around 16pm an announcement was made that our flight (4604) will be canceled. Then we had to get out of the waiting room and go to the easyjet desk for further information. The front-line staff was very upset and sometimes rood to us as we were trying to find out why the flight canceled while all other airline companies were flying regularly. After a couple of hours (18 pm) we managed to get our baggage back and staff told us that the scheduled flight will be the next day (27th).
    Unfortunately all this upset me and my wife very much as we forced to change our travel plans and moreover costs us extra money. First we had to make several phone calls to Berlin to inform the already booked hotel that we won’t be able to make it. In that case we lost money due to flight cancellation. We also had to call to the car rental company as we booked a car for our trip in Berlin. That leaves us again with money loss. Nor to say by waiting for so many hours (6-9) in the airport waiting room we spend extra money on food, drinks, and calls. But most of all as I suffer from chronic asthma both by feeling so stressed from the situation and by waiting for so many hours with so many people in a closed area and not having my medicine my health got worsted.
    In the circumstances, I do not feel that is unreasonable to expect a refund of from your company following your misrepresentation of what you were offering. I expect, therefore, a refund of 600euro for each of us for all the inconvenience and trouble your company causes to us and make the beginning of our holiday a very stressful experience.
    In May we are flying to Milan with a group of 20, nearly half of whom have booked with Easyjet. I would like to know if in addition to being a low-cost airline, Easyjet is a low-service airline and a low-courtesy airline. If it is, I will make my future travel choices accordingly, and ensure that my friends, family and group members do likewise.

    We await your response.

    Yours faithfully

    Efstratios Karagiannis
    Eleni Papadopoulou

    *** This letter also submitted to: Hellenic Civil Aviation Authority, Europe Direct

  1. February 1, 2010 at 2:32 PM

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