How do I get support from easyJet

  • Question
  • Updated 3 years ago
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How can you email a question to Easyjet? The "Contact us" link on their site only leads to the online help section and makes you go in circles...
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spider100

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Posted 6 years ago

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Paul Hopkins

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Official Response
If you go to the bottom of our help page you will see the link to the area of the site where you can email us. You can click here to email us.
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Graham Deaves

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I had this same problem, but eventually found a way of emailing eJ.

I have followed Paul's instructions above and either I am stupid (which I know I am not) or Paul has got it wrong. I could not find the "click here" link. Perhaps, Paul you can give a step by step explanation on how to find this link and prove me wrong.
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Paul Hopkins

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Official Response
In my response above click on the text that says 'click here', you will go to our faqs and click on an answer and a tab called 'email us' will appear or you can type email in the keyword box and the faq will appear.

Hope this helps.
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Graham Deaves

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However if you do as I did, and go to directly to eJ via IE8, do you know what ... NO SUCH tab appears!

[Two minutes later] oh now I have found it ... put 'email' into the keyword search and it pops up of its own accord ... now why did not I think of that?

Nice trick Paul, to use a link to this "second level page".

Paul, the "email us" tab should be there when one follows the "Our FAQs and contact details..." link. When it says contact details, I think it is fair to say that one finds such information immediately by following the link, and not have to guess which hoop to jump through.
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Paul Hopkins

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70% of our customers find their answer using our faqs without the need to contact, negating the need to call or write an email. Allowing people to be able to find their answers quickly and effectively also allows us to keep our fares low.

We have many millions of customers who contact us via; telephone, email, letter and web chat annually.
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Elinor Conn

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How do you know 70% find their answer? Do they not just leave the site in frustration? I've done that plenty of times.
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Jordi

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Now, every time I am thrown into the FAQ area when trying to find a way to contact EasyJet customer service I may be counted as a happy customer finding answers. As I increasingly struggle to find the way to get in touch with EasyJet customer services (this is becoming increasingly difficult as the links to launch an e-mail converstaion change and are hidden away) I am becoming a frequent visitor to FAQ. If others do the same it will become a very popular site among frustrated surfers.
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cym

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Well the answer the FAQ section gives does not answer my problem, the live chat advise to contact the customer service by phone, and the customer service by phone, which is by the way an automatic voice, sends me back to the website! How frustrating is that, when it should be a simple procedure as changing your flight!
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Graham Deaves

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HI cym, the "email us" tab does exist and here is the trick to find it. Follow "Our FAQs and contact details..." link, THEN click on any FAQ topic. The email tab magicaly appears on the next page.
OF course you are mistaken in believing that following the "Our FAQs and contact details..." link should bring you to a page that allows you to email easyJet! (And yes my tongue is in my cheek!)
But read the whole of this item to understand that this is what easyJet considers is good customer service ,,,, and of course 70% of customers find the answer they require in FAQs, according to Paul. But exactly who does he think he is fooling?
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Graham Deaves

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Great, so there is no reason why the "email tab" should not immediately appear as very few would need to use it.
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Robert Irvine

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I found that if you are logged into your Easyjet account you need to create a new Easyjet account to send an email as it prompts you to sign in again.
This fails if you try to sign in with your existing account. I reported this to EasyJet and eventually got someone to admit that you need two logins but several other EasyJet support staff do not appear to know about this problem. Perhaps the website could be updated to explain that you need to do this.
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Chris Morrison, Official Rep

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At present they are two separate platforms, we are about to embark on a project to integrate so you will only need one sign on, which getsatisfaction.com/easyjet will also be incorporated. The team are aware of the issue and will ensure that they are updated.
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Elinor Conn

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I agree. It's not customer friendly. I have been going round in circles and I don't know if I could find my way back to this section once I leave. They obviously don't want to be bothered with it. My daughter's flight has just been cancelled and to get information is impossible. I hope all staff responsible have a similar start to their Christmas.
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Gillian Apter

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I agree with Elinor Conn. My flight was cancelled today but I did not find out through Easyjet. I called the airports directly and was informed. As such, I rebooked immediately for the next day so as to get on the flight. It was not until later that Easyjet informed on its flight disruption page that my flight was cancelled. I have been trying to find out if I will get the extra cost refunded but it is impossible. If my flight tomorrow is cancelled I will not be able to get home for xmas. There is no-one to contact and there is no was to find out anything from the webpage.
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j

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If you have any kind of problem when booking a flight with easyjet - the only possible solution in my opinion in USE ANOTHER AIRLINE. Is the hassle and upset worth saving a few quid? I dont' think so. Easyjet will not help you - they provide the bare minimum support and make it difficult for you to contact them, bacause that costs them money. They can fill their planes without you, obviously!
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webpager

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Answer is you can't!!!
Clicking on contact us does bugger all, keeps coming back to the same page, lot of bull from PH above, totaly not true, no data to support!! BTW - check flight today 3246 from Ljubljana - after getting two emails saying it was rescheduled to earlier time from 15.00 to 13.45 hours, now I've got a call saying delayed till 15.35, but of course on EJ site says on ime at 15.00 hours. Which tells two things - they have not changed any of the timings as per new schedule(s), not do they update their site at all.

CONTACT US should be just that, str=aghtforward on click solution, not chucking customers around the site - I know the rules of web as I design them - two/three click max, than your customer is lost or so frustrated it goes off.

Easy? not at all. My suggestion to me PH above - take that smug of your face and DO some real work, not PR bull

see images of EJ site and LJ airport site - this is what I call real data

EJ site at 12.07 Sat 11.12.2010
Due Flight number and route Status
13:25 2682 Ljubljana - Milan Malpensa On time
15:00 3246 Ljubljana - London Stansted On time
15:25 3852 Ljubljana - Paris Charles de Gaulle On time

Lj Airport site same time/date
EZY3246 London 13:45 03 Airbus A319 Novi cas(new time) 15:35
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leo_101

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Today I bought Flexible on dates tickets form EasyJet for £267 and after my payment I wanted to check if I can change my dates and the systems wants me to pay extra money for this service also the speedy boarding cost extra money which is included at FLEXI, I've got free of charge one bag which cost £32.

Why EasyJet is lying for their Flexible on dates tickets service and the extras which are included? I can improve my words because I've got picture from my desktop which is showing the FLEXI prices of the tickets.

I tried to find an email to contact EasyJet and to ask them but there are no e-mails.
Of course I can call them which is going to cost me at least £10 and they want help me because I can not send JPEG or PDF to show them that I am not coming from the jungle.

I hope someone to post finally the email address here and this will save loads of problems for all EasyJet customers. I do travel a lot and I am spending more than £5 K for tickets most of them are going to EasyJet but from now I will start to travel with different company.

If some one is buying tickets from EasyJet please be careful.

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Graham Deaves

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Two years on since I made comment here about the difficulty in finding the email address, and still the problem exists. Leo - go to the easyJet help page, then click on any topic, the email tab should magically appear on the next page that comes up. See above.
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Lexexpress

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What is the screen shot supposed to show? Did you read the terms and conditions of the Flexi Fares? There are certain restrictions, most notably that you cannot change to a date more than 1 week before or 3 weeks after your originally booked travel date. Are your new dates within that time frame?

Don't understand the difficulty with finding email support. From the front page it's Help -> Write to us.
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easyJet, Employee

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Dear Leo,

Could you please confirm to which dates you tried to change your flights? It's important to remember that FlexiFares allow you to make free of charge changes to your booking within a 4 week period – from 1 week before to 3 weeks after the original travel date. This information is also visible on the print screen that you attached.

As far as communicating with us is concerned, there is a special webform that you can use. It is located under our FAQ section, you just have to type "email us" or "write" phrase/word and appropriate article from our FAQ will appear as a search result.

Kind regards

Joanna
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leo_101

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Dear Joanna,

I am sorry for my late answer, I just checked the reply to my question.
I found the e-mail contact from your website( http://easyjet.custhelp.com/app/ask ) which seems to be very well covered. My opinion is the contact details should be on your home page and easily visible and no more than two clicks away from reaching them.

I solved the problem when I realised somehow the EasyJet website just changed the details from my search from FLEXI to STANDARD fare which makes me unable to change the flights free of charge and to use Speedy Boarding. Definitely there is a problem with your WebSite because I've tried several times after that to see why my tickets are not FLEXI and a few times after pressing the confirm button everything goes wrong and my order shifts from FLEXI to STANDARD I guess if you've got more than one open tab on your web-browser from EasyJet your system is getting confused.

In conclusion if I want to change my flights I have to pay for about £50 extra which is less than the FLEXI fare difference of the price for my ticket.
And one advice for all EasyJet customers - Be careful with FLEXI and the confirm button!!! If there are not a blue FLEXI signs DO NOT go further.

Kind Regards
Leo
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Lexexpress

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"My opinion is the contact details should be on your home page and easily visible and no more than two clicks away from reaching them."

They are. It's 'Help', then 'Write to us'.
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Graham Deaves

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This is all very well if you know how to find the the tab. Three years ago I was suggesting (see above) that a button with help and contact us written on it should lead to a page where a contact button/tab was diplayed. easyJet continue to use this system that hides the email opportunity. That shows good customer care ... NOT
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Lexexpress

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I don't understand what tap it is you have problems locating. The 'Help' link is clearly displayed in the top corner on the front page and directs you to a list of options, including one that's called 'Write to us'. It's really straightforward and the same as on a number of other websites, including most other airlines and sites like Amazon.

Of course, you could have a direct link to the email form on the front page but then you'd have a lot of people emailing with questions that they could easily answer themselves by looking at the FAQ. That would tie up customer services resulting in longer email response times and/or higher ticket price. Fair enough if you think that's a price worth paying but I suspect many customers would disagree, including myself. If anything I find the email form too easy to find and wouldn't mind a system where you are forced to go through the FAQ on the issue you have a question about before being given the option to email.
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Graham Deaves

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I fund your reply insulting. Are you stupid or ignorant? You should read my postings above and you will realise that 1. I have discovered how to get to the email tab, and 2. that the issue I now raise is NOT about how to find it, but that it should be easy to find. I have just been to the easyJat site and has problems finding the "Write to us" link. Whereas many websites have a Contact Us tab in the main title area, easyJet 'hides' it at the bottom of the first column of FAQ topics, whereas it should be at the end of the list, i.e. the bottom of the second column (if easyJet will not put it in the title bar.) This is a logical place for it as if somebody cannot find a relevant FAQ they will then want to contact easyJet.

Any well designed computer system should address the needs of the least capable. When I wrote about this issue three years ago the link showed "Our FAQs and contact details..." and took one to a page with FAQs but no email link. This situationi is similar today. A company with real customer care would redesign the system so that the email tab was readily visible. This issue of too many people writing emails can be dealt with in a similar way that eBay tries to reduce the number of questions going to buyers, and perhaps a clear statement that any email asking a question where the answer is in the FAQs would receive a STOCK REPLY refering back to the FAQs.
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Lexexpress

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You find my reply insulting because I disagree with your claim that the email form is difficult to find? Whatever... Maybe I'm both stupid and ignorant but at least I was able to find the 'Write to us' link in a matter of seconds, just like I suspect 99.9% of other users are able to. But do let us know when you manage to stumble over it.
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Graham Deaves

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That I have to stunble over it is the whole point of this whole topic (re-read the title). That you are rude I can ignore, but the fact that you have no empathy for others who do not have your capabilities is unforgivable. There is no maybe about it.
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easyJet, Employee

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Hi Leo,

Thank you for replying.

It is very unlikely that the website would change the class from Flexi to Standard. We have not received any feedback from passengers since launching Flexi Fares on similar situations, and I am really sorry to hear that eventually you booked our standard fares. Could you please confirm your booking number? I will check with our IT if we can do something.

Kind regards

Joanna
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Graham Deaves

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Joanna, please be careful with such a "go away little boy" approach. A few years ago I reported a situation, directly to eJ, about being offered different fares for the same flight, depending on my route into the website (one from an emailed advert, the other direct). The correspondent was telling me it could not happen and appeared to be saying "go away you stupid boy". This attitude changed completely when I emailed screen shots as proof.
Every good programmer/system designer will tell you that it us extremely difficult to write a fault free programme or design a fault free system. Here you may have an example of a faulty programme, or a poor layout design which caused the customer to click on a wrong button.
That this might be the first time this is reported may relate back to the main theme of this topic ... the difficulty in finding the email link for support (or to report).
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easyJet, Employee

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Graham,

I appreciate your concern, but I did not tell Leo to go away. I asked about the booking reference, as maybe there is something that we will be able to offer. I do strive to assist on this forum all passengers and customers, and Leo's situation can be of course sorted out if he supports me with more data. The print screen he attached to this thread does not confirm any tangible details that I could work with when checking what could have gone wrong. I am sorry if you feel that I was unwilling to help him.

Joanna
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Graham Deaves

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Joanna,

Thank you for the reply. I was certainly not suggesting that you were unwilling to help Leo. I was commenting on a possible attitude that I felt I detected.You will understand my sensitivity towards eJ staff in light of my own experience when I was offering serious help to eJ, reporting a fault on the booking website(s), and having that report dismissed.

Graham.