Mijn Klacht:

While boarding, the ground stewardess, named Viktoria, asked my colleague to check the approved size of her suitcase.

Her suitcase was 1,5 cm to long, but did fit the example luggage room on all aspects further on. Due to this 1,5cm we were forced to check her luggage in, costs 45 Pond. This would not have been a problem, if we could have had a normal conversation with this lady, but she denied all attempts to talk to her. We were wondering why this was not a problem during our flight from Amsterdam with Easyjet as well, but couldn’t start the conversation. Viktoria start talking to us in a very (!) rude way that it was not her problem and she didn’t want to talk to us anymore. Back at her boarding desk she started to talk in a very rude way to her colleague standing next to her. I have asked several times if she could please not talk behind our back and if she wished to refer to our questions, she could come directly to me. On this, she replied that her conversation with her colleague was none of my business and she wasn’t going to talk to us regarding the checking in.

When I asked her where I could file a complaint she started laughing in my face and told me that I wouldn’t matter, because she was only following the rules. On this I replied that I weren’t filing a complaint for the rules, but for her very rude and unprofessional attitude towards us.

When my colleague wanted to check in her suit case, the machine wouldn’t accept her bankcard, because it was a Dutch Maestro. When she addressed this to Viktoria, her reaction was that it wasn’t her problem and that my colleague need to find a solution on herself, otherwise the suitcase couldn’t go on the flight.

This way of dealing with problems was so unprofessional that even other flying guest started to complain about her way of communication towards us.

This all happened at gate 81, Flight from London Stansted to Amsterdam Schiphol, flightnumber 3011.

Gewenste Oplossing:

I would prefer to have a refund for the delay this caused for the entire flight. We always travel with Easyjet for our business trips, so as a regular customer I demand a better treatment.
Further on I would like to have a written apologies from Viktoria to myself and my colleague, this because her way of dealing (or not dealing) with our questions and her lack of professionalism, really made us upset and we are not sure if we will ever book again with Easyjet in the future.