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This is very bad if it’s true.
I am travelling with Easy Jet shortly and have printed off my boarding pass because am travelling light (frankly what’s the point of not ) – my ticket did cost considerably less than I had budgeted for.
Are you saying that when I come through security and get to the final boarding gate, just before boarding the aircraft, I could be told to go away ?
Surely that would contravene all known regulations and within days they would be closed down. -
Costa light, this is absolutely true as this happened to me today. I was due to attend a friends 50th birthday party this evening in Italy and had business meetings there on Monday.
On, the route that I was travelling there are no electronic boarding cards. Its when I went to check in that I was told that I was not on their system & I should speak to the customer service desk at the airport. ( Please note that the flight was full. I was offered a later flight at three and a half times the price that I paid.
My, flight confirmation was obtained on the 30th of September 08, payment taken from my bank account on the 3rd October 08. During this period neither easy jet nor my Bank contacted me in connection with the alleged card fraud.
Businesses, these days only bother with rules & regulations. when its in their favour.
I have sent an e.mail to make a refund plus compensation etc in 21 days
( How do you compensate for loss of friends 50th birthday )
failing this. I am suing them. -
Shocking tale.
Which airport did you use for your Easy Jet flight ?
Did you have a copy of the printed off flight schedule etc with you and did they look at it and still deny that you had any booking ?
Did they say that the transaction had been refused by them due to any potential fraudulent use of your card ? Surely this is strange as you would be contacted by Easy Jet and your bank as you say.
Computer systems do have problems but surely if you have your printed booking details then this can only be printed once payment is successful. -
“Which airport did you use for your Easy Jet flight ?”
Gatwick South
” Did you have a copy of the printed off flight schedule etc with you “
Yes, flight confirmation, with booking reference etc. printed 30th September 08.
” did they look at it and still deny that you had any booking ? “
They claim that as there was fraudulent use of the card. As the card was fraudently used I could not utilise the booking. They could not blame their system as I had all the documents, knowing that I will have no access to my bank account whilst with them. It was convenient to blame the bank and soon data protection act was thrown at me. Besides as the flight was full and even if my bank would have okayed the transaction. There were no seats.
“Did they say that the transaction had been refused by them due to any potential fraudulent use of your card ?”
Yes, this was their reason. When I advised them if that was the case easy jet should have contacted me as they had almost one month. They said that they did not have to do it. I had also advised them that since the purchase of the ticket, I have used my card and my transactions were processed. My bank has not contacted me in this respect either.
“Surely this is strange as you would be contacted by Easy Jet and your bank as you say.”
Agree, see above.
“Computer systems do have problems but surely if you have your printed booking details then this can only be printed once payment is successful
Agree as its always the monkey behind the machine. I did say that this means that the ” flight booking confirmation ” was not worth the paper it was written on. It seams that the credit to easy jet account takes about three days from the time the confirmation is issued/printed. As in my case the the booking was carried out on the 30/9, my account debited on the 3/10.
I did advise them that the confirmation should be Gospel otherwise people will have no confidence in the document.
My feeling is that as the flight was full Easy jet decided to off load me as I had booked the ticket a month earlier in favour of the higher price paying passengers. Of course easy jet will not admit this.
I sent them an e.mail on the subject on Saturday the 25/10 around 13.00 & have not received a reply as at now. This will definitely go to small claims Court.
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Here is another example posted on a airline forum.
On our recent weekend trip we booked a flight Gatwick-Faro 18 September we reported on time, but told that due to down sizing the aircraft we were offloaded and we were booked on a later flight departing 5.15pm which meant we had to spend another nine hours at Gatwick. The Supervising officer did not show us any sympathy or attempt to help in getting us on another airline. I think her conduct towards us was disgraceful and can only reflect on the low level of service Easyjet offer to customers who are offloaded at no fault of their own.
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I am travelling from Gatwick on EasyJet at the weekend and have printed my Boarding Pass on a piece of A4 paper as I normally do when using Gatwick and EasyJet. According to BAA web site it says that EasyJet allows online check-in at South & North terminals, but you say above that you could not do this ?
Surely with a boarding Pass in your hand, and through security, they cannot deny boarding !
As a matter of interest, was the Credit Card used for booking a UK one ? -
I have often thought that if the ‘budget’ airlines offer ridiculously low fares, the temptation is that the passenger intending to fly in 2 or 3 months times (or whenever) may decide to book tickets well in advance because the financial loss is minimal if travel on the actual day is not made.
So the cheaper the fares then the more likely it is for passengers making the booking not to actually turn up for the flight. Conversely, if I paid ‘full’ price nearer the day of travel then the likelihood of me not travelling or getting my flight changed, is small.
People like Ryanair and EasyJet must have thousands of these ‘no shows’ each year and must presumably allow a certain number of seats to be not occupied. So they will be tempted to fill an aircraft nearer the boarding time with full fare passengers.
As a matter of interest, shakeel, what time did you approach the check-in counter before the departure time of your flight ? I think EasyJet say that check-in closes 40 minutes before the departure time.
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“They claim that as there was fraudulent use of the card. As the card was fraudently used I could not utilise the booking.”
I still can’t understand this. Your bank account at HSBC received an instruction by your use of their on-line banking system ( that they want you to use to save them money ) in the normal way. And they paid EasyJet in the normal way.
Now EasyJet hide behind this idea that somehow someone impersonating you actually used your very own HSBC account to make a booking for you (presume you are travelling in the same name as your bank account) so that you could travel !This is bizarre. Why should anybody want to make a fraudulent airline booking on your named bank account so you could travel ! This is absurd. I can understand fraudulent use for buying I-Pods but this is absurd.
Please relate the further response you receive from EasyJet. I think they owe you more than an apology.
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Here is the responce from their CEO dept: Make what you like of it.
Thank you for your email to Andy Harrison, our Chief Executive Officer, which has been passed to me for a response.
“I was disappointed to hear about your situation. I appreciate that arriving at the airport and learning that your booking was cancelled severely disrupted your plans and inconvenienced your arrangements. However, I need to confirm what has been said by Customer Service representative and supervisors. When your booking is highlighted by our Fraud Protection Team, the only way to resolve your issue is for your bank or card issuer to contact with our Fraud department. You must also understand that we did not try to contact with you, because when there is a fraud suspicion, we assume that contact details on the booking are incorrect.
We never cancel flights of our passengers because we want to earn more money. This assumption is completely erroneous. Although I appreciate your frustration I have to assure you that information provided by Customer Services was 100% appropriate. Also, I do not see any email sent from your email address regarding fraud. If you want to submit it, the most convenient way to proceed would be to visit our website http://www.easyjet.com and then the ‘contact us’ section (once in ‘contact us’ section, please click on either question and then on ‘talk to us?’ tab. You will be prompted then to fill the form).
Please contact with your bank which will be responsible for resolving your issue with our Fraud Team. This is the only way to solve your problem and we will not be able to assist you further.”
As, I said this is going to the small claims court. I need all this so when I go to Courts I can show to the judge that I had treied to resolve the matter before running to the Courts
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My banks, line on this that as there is no fraud & my card is live, what is there for them to contact.
The, Bank has sent me a copy of transaction to confirm that they, the Bank had paid Easyjet on the 2nd of October 08. Easyjet is sitting with my money i.e. the price of the tickets and had not refunded it to my Bank.
I, would love to know, how much of such funds they are sitting on & what amount of interest is being earned for their corporate treasury department.
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Here is the latest reply
On behalf of Mr Harrison, I would like to thank you for both of your email, the one sent at 14:29 and the one sent at 00:51 the following day.
Mr …….. I do appreciate your frustration, but as I previously stated, there is no possibility for Customer Services to deal with your request. Even Mr Harrison cannot do it. We do not make any exceptions for customers and you have to undergo our standard procedure. Your bank needs to contact our Fraud Department, otherwise resolving you issue will take an awful lot of time. It is vital, they have to contact with us. If they refuse to help you, I advise you to change the bank to the one with more customer-oriented staff.
If you cannot successfully send an email, you can always write directly to our headquarters, however they will advise you exactly the same. Just for your convenience I enclose contact details:
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Shakeel – have been following your story.
For what it’s worth I would cease dealing with the monkeys and go to the organ grinder direct: Mr. Stelios Haji-Ioannou.First, get a written statement from your bank confirming that at no time were they aware of any fraudelent use of your card therefore requiring no action by them to contact Easyjet’s Fraud Protection Team. Send a letter with the bank’s letter laying out your story, including the fact that you find it ‘rather curious’ that Easyjet are still sitting on your money. And that for Easyjet to state they did not attempt to get in touch with you during the month from date-of-purchase to date-of-travel because they “assumed that contact details on the booking are incorrect” is too ludricous for words. Costalight also makes the very valid point that your passport confirms it is you who is (supposed to be) travelling so the whole concept of fraud not only flies out the window but proves their assumptions were wrong. Therefore the onus of responsibility re. this incident lies totally with them.
Demand that Mr. Haji-Ioannou states exactly what were the ‘indicators’ that made them think this was a suspect/fraudelent use of card.This case could be serious for them because if there are other complaints made (to whatever the authority is) therefore showing this is not a one-off, they could not only be heavily fined, they could ‘lose their spot’ at the airport.
If you know a good lawyer, it would perhaps have more impact if he/she helped to word the letter on their headed-notepaper – believe me, going in with all guns blazing (with a lawyer’s letter) straight to the top will bring more results than wasting your time with the underlings.
Whatever you do, good luck with this.
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@katy wrote:
I travelled Easyjet Malaga to Geneva a few weeks ago and the flight was only two thirds full. Last week flew Málaga to Gatwick and that had at least 30 empty seats. Even in August they weren’t full.
Yesterday I flew with Monarch from Gatwick to Crete on an Airbus 300, 364 seats.
Number of passengers yesterday – 37, hardly enough to pay the landing fees surely (cost of my ticket: £76), let alone the fuel.So it seems it’s not only Easyjet flying around with empty seats.
My experience-record though was on a flight to Abu Dhabi with just seven of us. We spent the flight playing cards with the aircrew, and having about five meals each!
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Charlie I agree with you. To the best of my information Haji is not directly involved with the running of Easyjet except as a majority shareholder.
I am not wasting my time, As I said once I had the OK from the Bank that my card had no impediment. I just needed to build a case. I don’t need to go to a lawyer. I have successfully brought cases to small claims Court. In Fact the Usher at the Court thinks I am a lawyer.
Costa light, is correct in stating that my passport, ticket, debit card all have the same name. Besides they had nearly a month to contact me as a customer and by doing this they could have contributed towards crime detection. I did ask them that if they were so convinced, why they did not have the boys in blue waiting for me.
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Charlie, you must have been in Gatwick at the same time as I was! I thought all the airport was fairly empty.
Shakeel, I think Easyjet may have made an administration error and don’t want to admit it. I once booked flights with AA and my bank refused payment but instructed AA to present the amount in 24 hours (the bank does this regularly for large amounts if I do not inform them first! although they do contact me to check). AA didn’t but it went through to me as a confirmed flight, they just debited my card at the airport a few months later.
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Very odd indeed and clearly a scenario that could confront anybody and ruin their travel. I just hope it doesn’t happen to me at the weekend.
It appears that EasyJet has some system whereby they can effectively block any allocation of a travel seat because you or your card has been ‘blacklisted’ by them unilaterally, and furthermore they make no attempt whatsoever of alerting the proper authorities to such fraud. Or make any attempt to consider if the transaction was perfectly legitimate.
One has to assume that EasyJet’s Fraud department are either under resourced or far too busy, or rely on some data that is either incorrect or out of date.
It is perfectly possible that your ‘data’ has been somehow put onto a ‘blacklist’ caused by some action taken, without your knowledge, by a criminal. One way of possibly checking up on what information third parties hold on you, is to get a Credit Reference report. I think Experian can provide one quite cheaply or even free for UK residents.
I think this would be worthwhile doing anyway in order to just be clear what a leading Credit Reference agency has on the computer ! -
“‘blacklist’ caused by some action taken, without your knowledge, by a criminal.”
I am not suggesting this could not have happened. The fact is that apart from Airline tickets I NEVER use, on line banking or any on line purchases, food shopping, amazons, eBay, theatre tickets etc.
Even at restaurants, I use a credit card which has a lower limit & at Bars etc I dont leave the card I pay cash.
The debit card is used for airline ticket purchase only.
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shakeel – I just booked an Easyjet flight from Gibraltar and decided to use my HSBC Debit card just like you did.
When I got to the payment stage, there was an extra request, presumably initiated by the HSBC / Mastercard Secure Code system asking if I wanted to create a security password etc. I initially clicked that I did but later decided that I would not at the next screen and my payment to EasyJet went through. And I printed off my boarding pass.
So I hope that by doing this I will not be refused boarding !
Did you experience the same verification process when booking your flight ?I just wondered because it is apparent that banks are not only giving money away to slick financial derivatives traders and other manipulators but also fraudsters using the internet for shopping !
So they are attempting very hard to save money by making internet shopping more security proof.
Although my transaction was completed last evening, the Debit has not been taken from my HSBC account yet, but I think it does take some time for it to be processed. (3 days?) -
When I got to the payment stage, there was an extra request, presumably initiated by the HSBC / Mastercard Secure Code system asking if I wanted to create a security password etc.
This had not been done in my case with Easyjet. But has happened with car rentals.
I initially clicked that I did but later decided that I would not at the next screen and my payment to EasyJet went through.
The payment goes through at this stage. The value gets transferred after three working days.
So I hope that by doing this I will not be refused boarding !
I hope so too, for your sake. My posting on the forum was not alarm people but just alert them.
Did you experience the same verification process when booking your flight ?
No.
I just wondered because it is apparent that banks are not only giving money away to slick financial derivatives traders and other manipulators but also fraudsters using the Internet for shopping !
All that is fine, the three issues that comes to light are.
1) A confirmation, should be a confirmation otherwise it loses its credibility.2) As in my case Easyjet had nearly a month weeks. They should have contacted me during this period to update me.
3) They sat with my money & had not returned to my Bank. Which they should have.
So they are attempting very hard to save money by making internet shopping more security proof.
I don’t have a problem with this. Again in my case surely they should have advised my bankers & me so that a collective protective action could have been taken and as soon as possible to avert further use of an alleged card. No one body can prevent fraud we all have a roll to play.
Although my transaction was completed last evening, the Debit has not been taken from my HSBC account yet, but I think it does take some time for it to be processed. (3 days?)
Allow a few days as their is week end. My money was also taken in 48 hours from my account. I am sure that you will be ok, my intention was not worry people.
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We all know that airlines have to be lean and cut costs and so forth to survive, and that they have sophisticated systems to predict passenger ‘no shows’ and loads, but to refuse you boarding because your card was fraudulently used is bizarre. And to keep your money so far is thieving.
Why don’t easyJet just raise the costs of their flights and stop this nonsense?
Hope that your refund and additional costs will be refunded soon and we look forward to the outcome. -
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