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Hat Tip to Easyjet CEO Johan Lundgren for taking me seriously as a customer

By Tom Winnifrith | Tuesday 13 March 2018


Disclosure: I have no positions in any stocks mentioned, and no plans to initiate any positions within the next 72 hours. I wrote this article myself, and it expresses my own opinions. I am not receiving compensation for it (other than from ShareProphets). I have no business relationship with any company whose stock is mentioned in this article.


You may remember that in a podcast (HERE) on 4th March I recalled a horrific 22 hour trip from Kalamata, via Athens Airport, to Bristol made hellish not just by snow but by the behaviour of EasyJet (EZJ) staff who repeatedly lied to me and fellow passengers. last night I sent that podcast to EasyJet CEO Johan Lundgren with a note:

Sir

I am a financial journalist and was repeatedly lied to by your staff on 2 March as I tried to fly to the UK. I was treated very badly. I recorded a podcast which you can access below which details my experience in full

You can write editorials in the house mag about how you care. But if you really care about customers & reputation you will deal with staff who lied and offer a meaningful apology to the 10 of us who tried to fly Athens Bristol that day and ended up stuck at Gatwick being lied to by your employees

Yours sincerely
Tom Winnifrith

Ends.

To his real credit Lundgren has passed the podcast and email on to a senior manager to deal with. As a result I have had a chat with someone and a) been promised that my full taxi fare from Gatwick to the top of my road will be refunded and b) that a full internal enquiry into the behaviour of Gatwick staff is now underway. I will be notified of the results.

This may, of course, be an exercise in PR. I hope not. The refund has now been agreed and is on its way.

But give Easyjet, and its CEO, full credit for responding as promptly and, so far, honestly as they have done. Maybe a non journalist might have got a less swift response. I do not know. Sometimes it helps to be a member of the 4th Estate. But EasyJet is getting itself back in my good books swiftly which is good as it will allow me to use its services and thus continue my boycott of RyanAir which never says sorry about anything and is run by a loathsome gobshite Euroloon pixie.

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