Denied boarding by EasyJet, crazy customer service manager,what should I do?
#16
Original Poster
Join Date: Mar 2015
Posts: 5
OP, while I understand where you're coming from on the whole violation of privacy thing, I think Wallydd is correctly advising you to let that part of the matter drop. It's hit-or-miss as to whether it falls on deaf ears, and could just detract from the very solid case you have on being improperly denied boarding. Besides, you have only your (logical) guess that she was taking a picture, not hard evidence.
But the reason the manager never gave you information is because in her opinion it didn't apply. In fact, had your documents actually been out of order (as she surmised), that opinion would have been correct.
What Wallydd is further saying is that your original post is a bit dramatic in how it illustrates the events ("Here's where it gets dumber" "I'm disgusted" etc.), and the relevant authorities aren't going to care. You'll get (deserved) commiseration around these parts, but when you submit your complaint to U2 it should be as bare bones as possible without omitting relevant facts. I recommend sticking to a skeleton pretty similar to the one outlined in Wallydd's previous post.
Again, you definitely got hosed here and deserve compensation. You seem to be a very level-headed person and I wish you luck and success. Keep us posted on the progress.
#17
Join Date: Dec 2010
Location: PDX
Programs: kayaker
Posts: 851
I don't know how her opinion is relevant, if the law applies and I'm due compensation, the entire law applies. She would have been in violation of that section, whether she thought she was or not.
Basically, while you were in the right, I can also see where she's coming from in not responding to your demands for being informed as to your rights. She didn't believe you had any, so what is she supposed to tell you?
#18
FlyerTalk Evangelist
Join Date: Mar 2008
Location: Netherlands
Programs: KL Platinum; A3 Gold
Posts: 28,697
Also, another question. I looked up EC261, and this part stood out:
An operating air carrier denying boarding or cancelling a flight shall provide each passenger affected with a written notice setting out the rules for compensation and assistance in line with this Regulation. It shall also provide each passenger affected by a delay of at least two hours with an equivalent notice. The contact details of the national designated body referred to in Article 16 shall also be given to the passenger in written form.
Not only was I not provided this, or any information, but I literally asked her for exactly this information when she decided to leave with my passport. It seems like she purposely violated this law. Assuming I filed a complaint, how severe are the penalties? I don't want to do that yet, but I would like to include it in my correspondence with easyJet in regards to a possible settlement.
And, to be honest, the vast majority of airlines don't hand out this information either, even when they know that the customer actually has a case.
A notice showing the travellers' rights under EU261/2004 is to be displayed in all EU airports - though to be fair, it's difficult to verify if that's the case in large airports (such as LGW), but I have seen these info posters in a number of other airports.
You're not going to get anything "additional" on this point - so if you bring a case under EU261/2004, I wouldn't even refer to this fact at all.
But I would pursue a claim against them - first of all, you should have a full refund, and then you should also get the amount (it's not a lot, but probably more than you paid for your ticket anyway) as mandated in EU261/2004 for not being allowed to travel despite having a valid ticket and no valid reason not to be allowed to board.
Good luck!
#19
Join Date: Aug 2011
Location: Hong Kong
Programs: CX (elite) and a few others (non-elite)
Posts: 687
Also, another question. I looked up EC261, and this part stood out:
An operating air carrier denying boarding or cancelling a flight shall provide each passenger affected with a written notice setting out the rules for compensation and assistance in line with this Regulation. It shall also provide each passenger affected by a delay of at least two hours with an equivalent notice. The contact details of the national designated body referred to in Article 16 shall also be given to the passenger in written form.
Not only was I not provided this, or any information, but I literally asked her for exactly this information when she decided to leave with my passport. It seems like she purposely violated this law. Assuming I filed a complaint, how severe are the penalties? I don't want to do that yet, but I would like to include it in my correspondence with easyJet in regards to a possible settlement.
An operating air carrier denying boarding or cancelling a flight shall provide each passenger affected with a written notice setting out the rules for compensation and assistance in line with this Regulation. It shall also provide each passenger affected by a delay of at least two hours with an equivalent notice. The contact details of the national designated body referred to in Article 16 shall also be given to the passenger in written form.
Not only was I not provided this, or any information, but I literally asked her for exactly this information when she decided to leave with my passport. It seems like she purposely violated this law. Assuming I filed a complaint, how severe are the penalties? I don't want to do that yet, but I would like to include it in my correspondence with easyJet in regards to a possible settlement.
OP, while I understand where you're coming from on the whole violation of privacy thing, I think Wallydd is correctly advising you to let that part of the matter drop. It's hit-or-miss as to whether it falls on deaf ears, and could just detract from the very solid case you have on being improperly denied boarding
Good luck!
#21
Join Date: Jan 2006
Programs: MUCCI
Posts: 5,706
I'd drop the 261 bit, it will side track the issue.
It's not so much that you were denied boarding - and then how they have dealt with it was more, it is more a case that you have been denied what you contractually entered into outright.
It's not so much that you were denied boarding - and then how they have dealt with it was more, it is more a case that you have been denied what you contractually entered into outright.
#22
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I would not drop the EC 261/2004 claim. It is the centerpiece of the issue and it is binary. OP was either properly documented and thus ought to have been boarded, or he was not, in which case he was properly denied boarding. The rest of this is background noise and won't help OP in the least. Moreover, it is close to a certainty that the entire incident has been fully documented with the other 4 employees all writing statements which, you may be certain, back up the supervisor and make OP out to be a dangerous villain.
Same with the CC chargeback. That just goes into the same mess about whether OP was properly documented and banks aren't going to muck around in immigration law of other nations.
The EC 261/2004 complaint should be short (3-4 sentences maximum) and to the point. E.g., "I was properly documented for my flight to BCN, the carrier wrongly determined that I was not and denied boarding. Thus, I am owed compensation...."
Same with the CC chargeback. That just goes into the same mess about whether OP was properly documented and banks aren't going to muck around in immigration law of other nations.
The EC 261/2004 complaint should be short (3-4 sentences maximum) and to the point. E.g., "I was properly documented for my flight to BCN, the carrier wrongly determined that I was not and denied boarding. Thus, I am owed compensation...."
#25
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Join Date: Aug 2010
Location: DCA
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Posts: 50,262
Well, OP never reported back. I suspect that if he had been compensated, he would have gleefully reported that he had beat the carrier out of some money. The he has said nothing speaks volumes about the facts.
Remember, we only know what he says happened.
Remember, we only know what he says happened.
#26
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Posts: 4,783
Well, OP never reported back. I suspect that if he had been compensated, he would have gleefully reported that he had beat the carrier out of some money. The he has said nothing speaks volumes about the facts.
I would pushed for the lady to be fired and having her airport clearance revoked.