It was the first vacation for several years and we really looked forward to it. Our holiday, such as it was, started on the 9th of September at Gatwick Airport where, on arrival, my wife was subject to a fall on the entry escalator. The escalator had a direction sign for EasyJet departures but none for lifts? She sustained an excruciating chest complaint that was caused by falling and trying to pull herself up with one hand whilst her hand luggage was pulling her in the opposite direction. Such was the onslaught of people trying to pass on the escalator that she sustained a push. That left her unable to breath for a considerable time and unable to walk without assistance because she had stretched her rib cage.
We had arrived in good time for the book-in; in fact we were there just after 3am for the 5.50am flight to Thessaloniki. However, the amount of people who pushed and complained on the escalator while she was trying to reestablish an upright position was unbelievable. There was a rush, for what I don’t know, but everyone was directed up this escalator. At the top was even more confusion as there was no sign of which direction to take, but the crowd gave us little choice. I had my wife on one arm with two small hand baggage wheelies and another bag to go into checked baggage.
On entering with the crowd in the hall we were confused as to where we should book in. On the left hand side there were a great number of desks stating, “ALL EASYJET FLIGHT BOOKINGS.” It was solid with masses of people who seem just as confused as us. On the right hand side there were again other groups going round in a spiral direction, also pushing towards EasyJet bookings. I enquired with several different families waiting in line where they were going and the answer was Helkidiki (Hal`kidiki), but none had any idea where that was. I am fortunate to be able to speak a little Greek and knew that this was the correct place for us to book in.
The staff at the desk were very sympathetic and my wife managed to get transportation to the aircraft. It was really touch and go. She refused medical attention because we had waited with such eagerness to get the holiday, the first for several years, and getting a medic would mean losing the flight. I can’t believe how far it is to walk from the departure lounge to the aircraft.
We then endured the trying-to-sit-together position and surviving all of the misery of getting on the flight. EasyJet kept us sitting in the plane for over an hour at the departure gate!!!! It was intolerable. The flight – already a three hour endurance test in a cramped position – now became four hours. I had a middle seat position where the seat in front was unable to stay upright, the large person in the seat seemed unaware that (despite my requests) this was not the norm. I had to endure the whole journey in a crouched position unable to use the tray at feeding time, and turning a page of our purchased newspaper was very difficult. On arrival to Macedonia Airport we succeeded to get help to the airport bus, through passport control, and my waiting car.
The first week was very difficult; my wife developed a breathing condition from the fall and found it hard to leave our hotel room. We decided to call it a day on the 15th of September after only six days and return home to Gatwick. I had with me my mobile phone and also the use of a mainline telephone in the village where we were staying where I purchased several phone cards. The phone numbers given out to me by EasyJet staff and customer service were confirmed to be correct by e-mail before I left U.K., e.g. 0044 825200xxxx and customer experience team 0044 0871244xxxx.
After three days and nights I tried to get some attention via the Greek Internet Café, but the local one consisted of mostly games, and since I was the only customer, closed down later that day for the winter season. I spent £25 on phone calls and another £12 on my mobile direct to CUSTOMER SERVICE. I was on the telephone every day and night, but this number given out is not available!!
I have all the records of my mobile calls showing how many times I tried to make contact, and in frustration how many variations of the number I tried. It was only through direct contact with Ireland, another £6, I was able to understand that the only seats available were on the flight the day after my own normal return.
Surely in this day and age it is not so unexpected to believe that every aircraft keeps a least two seats for emergencies where people must return? I contacted EasyJet and received neither help or sympathy, and yes you’ve guessed it, I have also written to the Chief Executive, who ignores our communications.
Signed – Ron
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