Easyjet can improve their services but why dont they???

Question

i watch this programme called Airline on ITV

and in every episode without fail they are arguing with their customers and they refuse to accomodate people

should they improve their services..

please share you experiences ....

Answer 1

Cuddles is absolutely right.  I want cheap flights, and that's what I get off Easyjet. They've never claimed to offer anything but utterly basic, no frills flights and they are clearly entitled to reject any complaints from anyone who expected anything else. What do you expect for the prices they charge? If you want champagne service you have to pay champagne prices, and  British Airways or Virgin will be happy to accommodate you.  I flew to Amsterdam on Easyjet for £7.95 return (yes, you read that right) and I knew exactly what I was getting for that kind of money - a seat on an aeroplane and bugger all else.  I  fly Easyjet (and Ryanair, too, they're much the same) all the time and their very basic service means I can pay for a flight to a European destination with pocket change. Can't beat it.

Answer 2

Look, you pay budget prices, you have to expect no frills, and strict rules on the terms  - always check the small print.  Every time I've watched Airline, I've agreed with Easyjet - they are following their own stated terms and conditions.

Answer 3

I've flown with EasyJet a number of times and I have no complaints.  You know you need to take sandwiches (or pay their prices).  You know you have to check in early if you want a choice of a seat.  You know the chavs are going to run down the boarding ramp and get on first.  But they are cheap and their fleet is newer than most.

Answer 4

I've watched the same programme and I have to say that 9 times out of 10 the customers are out of order.  They only refuse to accommodate people when they can't or when people are rude or aggressive.  I think that they run a very good service indeed.

Answer 5

It's cost, you only get what you pay for!

Answer 6

Yeah i used to watch that allot i found airport programmes interesting.

I would hate to work for easyjet,the problem is that people blame the easyjet staff and take their frustartions out on the staff when the are just following the rules.Its a nightmare job and i do agree that the people who run easyjet should change the rules to make things a bit easier on the staff

Answer 7

Good question - I spent 20 years as a customer facing engineer for BT & Openreach, so plenty of unhappy customers... but if we had the lack of intellect, training & ability as Easyjet's moronic representatives, we wouldn't have deserved to have any customers at all.

As you say, the argumentative attitude of the staff & their arrogance & ignorance has amazed me for the several years that I've watched the various series of Airline.

Unfortunately, in the customer service industry, it makes a HUGE difference to employ decent staff - a concept that's been completely missed not just by Stelios, but most supermarket chains & retail outlets.

ps;

Looking at the other responses, I appreciate that in 90% of the cases on the series, the customer is at fault, but the point of the excercise is how to deal with the customer during any disagreement.

The Easyjet staff are not capable of diffusing ANY situation, they argue with customers face to face, rather than calmy stating the situation & any possible resolution - and in the rare occasion that the customer is able to get the upper hand in any dispute, the staff simply call for security & have the customer removed. This is NOT a successful resolution to any conflict.

I have had THOUSANDS of unhappy customers contact me over the years, but I can count on one hand the number that have been unhappy by the time I had finished trying to resolve the situation.

On Airline, 9 out of 10 customers storm off more unhappy than when the argument began - and that's the fault of the staffs' lack of negotiating skills.

Answer 8

they could but then they would charge more. personally I don't use them, i'd rather pay that little bit extra for better service

Answer 9

Easyjet actually make good profits, year on year and their revenues are quite consistent.  The problem the general public have is that most of them (us) adhere to the rules that Easy jet  has (like get to check in at least 30minutes before the flight) where as the small arrogant minority think its OK to flunk them and get in less than 30minutes.  These arrogant minority are the ones yuo see on Airline TV.  easyjet even offers them alternative flights which the arrogant minority normally have to pay for, which easy jet sometimes dont even charge them for.  So really easyjet definitely doesnt need to improve services in this area, besides its a law that passengesr MUST check in 30mins before departure with easyjet, so its not like they can do anything about it anyway.

Answer 10

Because easyjets targets at indigent people who can't afford flying with BA.

Answer 11

They must want to go into liquidation. I mean I sent them a CV and they didnt give it a second look. LOL