EasyJet was recently named the worst airline for flight delays.
And it seems they may have an issue with customer service too.
Because the airline allegedly sent one passenger on a wild goose chase across Marrakech in a bid to find her luggage, only for her to be told it wasn’t even there.
Fi Taylor had been looking forward to her trip to Essaouira, Morrocco, but it started badly when easyJet left her bag behind in the UK on the first day of her holiday.
The airline allegedly told her that it had been sent to Marrakech, nearly 200km away, and that she would need to collect it.
Fi and her friend were then forced to take a three-hour bus ride to the city, only to find out just as they were getting there that her case hadn’t been put on that flight either.
Despite spending hundreds of pounds on trying to find her luggage, easyJet has since only offered her £125 compensation, Fi claims.
She told The Guardian: ‘We arrived at Luton London two hours before the flight to a ridiculous queue for check-in.
‘The chaos almost resulted in us missing our flight and when we got to Essaouira airport we were told that our bag was still in Luton.
‘The staff at the airport had no idea what was happening.’
Fi said that they were told the next day that their bag would arrived in Marrakech and received confirmation of it by email and text, so they set out on the three-hour bus ride.
But, when they were just 30 minutes from the airport, Fi received a call saying her bag had not been put on that flight either.
‘On the basis that we were told it would arrive the next day, we spent the night in Marrakech, only to get a call the next day to say it would actually arrive in Essaouira after all’, Fi said.
But as they started their journey back to their original destination, they were then told that it would actually still be arriving in Marrakech.
When it finally turned up, Fi claims she was made to wait another two hours before she was reunited with it.
An easyJet spokesman said: ‘EasyJet would like to apologise for the delay and resulting inconvenience in delivering Ms Taylor’s luggage to her following a flight from London Luton to Essaouira, Morocco on 18 July. EasyJet offers customers £25 a day to cover essential items on the rare occasion a customer’s luggage is delayed.
‘EasyJet is the only airline in Europe with an industry-leading ‘bag tracker’ tool which sends SMS and email updates tracking the bag throughout its journey.
‘We operate more than 1,700 flights per day across 31 countries and incidents of lost baggage are extremely low. World Tracer, the independent body used by the industry for baggage tracking, shows easyJet to have one of the lowest rates in the industry for instances of delayed bags.
‘A member of our customer team has tried to contact Ms Taylor to resolve her complaint but without success at this point.’