The following was sent to me earlier today and it details one woman’s horrid experience with EasyJet. I have to say that the service given by budget airlines from the UK is really poor. People like to make excuses for them saying, ‘you get what you pay for’ and other things along those lines, but that’s really not a fair characterization. The fact is I’ve flown on budget airlines in all parts of the world, and they have all provided better and more courteous service than budget airlines from the UK sphere of influence.
Name: Rachael
Message: I am contacting you regarding easyjet and the way they treated me whilst travelling with them recently. I have had not much luck in getting a decent response from them - having sent 4-5 letters and emails to their customer services department, and all senior members of management. I have had replies to my emails but they always seem to skip past the crucial points - and ultimately in effect unfairly lay the blame on me.
In short - I broke my arm on a snowboarding holiday, and when I came to check in at Lyon airport I was forced to remove my cast completely (with a stanley knife borrowed from a newsagent) whilst the check-in members of staff were very rude, obnoxious and seemed to find the whole situation very funny. These staff members broke easyJet’s regulations which state Passengers travelling with a plaster cast that has been fitted for less than 48 hours then the cast needs to be split (the split need to run along the entire length of the cast) If the plaster cast been fitted for more than 48 hours there is no requirement for the cast to be split. (http://www.easyjet.com/EN/Book/regulations.html)
Unfortunately for me my medical certificate did not show the time my cast was fitted just the date. My cast had been on for over 52 hours, and even though I asked if the supervisor could make a simple phone call to the hospital (using my phone) to clarify this, she refused and told me that the only way I could board my flight was by entirely removing my cast. I was left with a broken, unsupported limb - no medical help was offered nor available when I asked for help.
Making me cut my cast off breaks their regulations completely and their duty of care towards me as a passenger. These regulations are there to protect passengers but this member of staffs incompetence could have rendered my arm paralysed. If this appalling attitude continues then I feel that another passenger may not be as fortunate as I was to escape serious injury.
I am hoping you can help me - whether publishing something about this or pointing me towards somewhere who can help sort this horrific situation out.
Many thanks
