I thought I would share (with the world) my experience with EasyJet in the hope that with the power of social media, EasyJet might find this story and listen.
I had booked a flight for 3 people (booked in August) to go to Italy in November. We can no longer go so I want to cancel the flight.
Now I know I will not get my money back for the flight. I am totally aware of that. What I wanted to find out is can I get a refund on the luggage charge (over £50) as I will no longer be taking any bags on the flight?
This is where my distaste for EasyJet starts.
I think this is a pretty simple enquiry, dont you? If they are not going to refund me, I am cool with that as well, I would just like an explanation…… Well it would be a simple enquiry if you could find out where to enquire
I looked across the whole EasyJet website for a customer service phone number or email so I could at least put my case forward. You would think it would be there for all to see…. take a look for yourself…. it isn’t.
There is no customer service phone number and no email address…… actually thats not entirely true. There is an email address for customer services, but you can only find it if you are on the investors page.
Why does Easyjet hide its customer service email address there?
- In the media section the email addresses are dispayed
- In the investor section the emai addresses are displayed
- In the customer service section…. well you now know the answer to that.
EasyJet are already rubbished across blogs and forums for their customer service and now I know why.
I got an automated response saying that “due to the high volumes of emails, my response might take longer than usual to get a response”…. hmmmm I wonder why???
There is a simple fix here.
EasyJet, learn the power of Social Media. Learn how to monitor what is being said about your brand and more importantly join in on these converations, provide assistance, give knowledge…. acknowledge that you are paying attention!
You spend 10′s of millions getting your orange brand exposed to Europe, yet you do VERY LITTLE for the customer enquiries and complaints – the people who buy your service.
So I have decided that I want to spread the word in the hope that:
a) EasyJet stumble across this story
b) they learn the power of social media
c) they take action and start LISTENING to their customers and participating in the conversation!!!
So please all, tweet, digg, post, blog, commment away and lets see if we can make one big corporate understand the real power of Social Media