Easyjet - Charges to correct reservation details

[consumer-brz]

Hi there!

 

Recently I had a terrible experience with Easyjet.

 

I made a reservation online for myself and my wife but unfortunately I made a mistake while doing it.

 

I put my own name twice instead of my wife's name and my own in the reservation.

 

When we arrived at the airport, we tried to check in but were told that first we needed to correct her name in the customer service counter.

 

All they needed to do was change the original reservation to her first name as our last name is the same.

 

They charged us EUR 220 to do it.

 

According to them, they had to do it because that was the price difference that I would have to pay if I wanted to buy a last minute ticket.

 

I understand that they need to make money but I believe this is a bit too much.

 

As we didn't want to miss our flight, I ended up paying the price difference.

 

Once I arrived back home, I already contacted them again and they told that this procedure is within their terms and conditions.

 

Please advise if you think I should pursue this matter further or if I should just forget about it.

 

Your help is greatly appreciated.

[MARTIN3030]

As far as I know all Airline Companies do this-but I bet not so much.

To charge 220e for changing a name has to be dis proportionate.

You need to write to them and get them to give you a breakdown of how they determine this 220 e represents the costs to themselves in changing the name.

I dont for one minute expect they can do that-so you can either complain to FOS or take them to small claims.

Their terms and condititions might well mention a charge-but that does not make it right.

[consumer-brz]

As far as I know all Airline Companies do this-but I bet not so much.

To charge 220e for changing a name has to be dis proportionate.

You need to write to them and get them to give you a breakdown of how they determine this 220 e represents the costs to themselves in changing the name.

I dont for one minute expect they can do that-so you can either complain to FOS or take them to small claims.

Their terms and condititions might well mention a charge-but that does not make it right.

 

Thank you for the reply!

What does "fos" mean? How can I file a complaint with them?

 

Does anybody think it would make sense to file a complaint with the Civil Aviation Authority as well?

 

Many thanks for the advice!!!!

[MARTIN3030]

FOS=Financial Ombudsman.

They would want to see that you have tried to resolve things.

So try and get a deadlock letter from EJ.

[perplexity]

Were they not to make a charge equivalent to the current price for a seat, the door would be wide open to ticket touts.

 

It is easy to say that an exception could be made for a genuine mistake, but would not be so cheap to arbitrate.

[consumer-brz]

As Easyjet does not respond to the emails I have sent them, I have decided to file a claim with the European Small Claims Court regarding this issue.

 

I have downloaded the form to do this but I need the information below from Easyjet.

 

3. The defendant’s details

3.1. Surname, first name/name of company or organisation:

3.2. Street and number/PO box:

3.3. City and postal code:

3.4. Country:

3.5. Telephone (*):

3.6. E-mail (*):

3.7. Defendant’s representative, if known and contact details

3.8. Other details (*):

 

Does anybody know where I would be able to find this information?

 

Many thanks!!!!!

[MARTIN3030]

Give me a few minutes

[MARTIN3030]

easyJet Plc

 

Registered Office: Hangar 89, London Luton Airport, Luton, Bedfordshire LU2 9PF

 

01582 525422 phone

 

 

01582 443355 Fax

[perplexity]

As Easyjet does not respond to the emails I have sent them, I have decided to file a claim with the European Small Claims Court regarding this issue.

 

If one may ask, what exactly is the issue supposed to be?

 

Except to "believe this is a bit too much" I am not so sure that there is an issue.

 

Do you happen to have a Directive or Regulation to cite, a precedent perhaps, or whatever else to persuade a judge to grant whatever it is you wish to claim?

 

[spiritualized]

You won't be able to claim anything from easyjet. Name change fees etc. are in their carrier's regulations, so you have nothing against them. the way it works is they have a set fee to change and you'll have to pay the fare difference from the original ticket price and the price at the time of making the change...

[MARTIN3030]

You won't be able to claim anything from easyjet. Name change fees etc. are in their carrier's regulations, so you have nothing against them. the way it works is they have a set fee to change and you'll have to pay the fare difference from the original ticket price and the price at the time of making the change...

 

 

The issues are as to whether these fees and charges are proportionate and not a penalty charge or ones that duly enrich.

I would like to see how Easyjet can substantiate such costs from a change of name.

Of course it is likely Easyjet will ask the claimant for strict proof that they have a cause of action.

The claimant has sought to get this information but Easyjet have refused.

I am guessing that if they were ordered to furnish a breakdown of the costs associated with a name change,they would struggle to do it.Just an opinion of course.

[perplexity]

The issues are as to whether these fees and charges are proportionate and not a penalty charge or ones that duly enrich.

I would like to see how Easyjet can substantiate such costs from a change of name.

Of course it is likely Easyjet will ask the claimant for strict proof that they have a cause of action.

The claimant has sought to get this information but Easyjet have refused.

 

 

I see nothing whatsoever to oblige an airline to explain what it charges to fly.

 

To the contrary, it is abundantly clear that flexible pricing polices are are the order of the day because the market forces prevail. They charge what they will, to compete and to make a profit.

 

They're not claiming a damage; they're making an offer, the net effect of which is to cancel a booking and get the money back for that so long as a booking is paid for to replace it. Should he rather not be allowed to fly because the registered name is wrong? If he arrives too late to make the change, that is what would happen and I know of nothing to create a general right to cancel a booking.

 

If the consumer sees fit he then proceeds to fly with the same price paid as others who booked on the same day as the change was made, so what its the beef supposed to be? I see nothing so unfair about that. It's the consumer's fault that the mistake was made. With no breach of contract, no allegation of negligence, no legal provision to cite there is nothing to make a case of. They're not going to change the way that the airlines work because a particular passenger is peeved.

 

My wife does the donkey work, to book the tickets when we we travel. I told her about this and her response was immediate: "Must be an idiot. They tell you all over the place to check your bookings — no sympathy from me, whatsoever. People like that should not be allowed to go on the internet if they don't know ...." etcetera.

 

This, you see, is why she volunteers to do the booking, because she doesn't trust me not to make a mistake.

 

Edited July 5, 2011 by perplexity
trivial

[spiritualized]

they wouldn't have much trouble with the cost breakdown, it'll all be in the system. you could probably work it out yourself, €48 for changing and the rest is fare difference

[perplexity]

they wouldn't have much trouble with the cost breakdown, it'll all be in the system. you could probably work it out yourself, €48 for changing and the rest is fare difference

 

 

I despair.

 

Notwithstanding all of this, did nobody bother to read read the "Carrier's Regulations"?

 

Their "Name Changes" section explains in detail that the administration fee is 35 GBP and

 

In addition, if there is a difference between the original fare paid and the current fare available at the time the change is made, the customer will be required to pay any increase in fare since the original booking. No refund will be given if the new fare is lower.

They don't just make it up on the spur of the moment.

 

[birdie7015]

Hi there!

 

Recently I had a terrible experience with Easyjet.

 

I made a reservation online for myself and my wife but unfortunately I made a mistake while doing it.

 

I put my own name twice instead of my wife's name and my own in the reservation.

 

When we arrived at the airport, we tried to check in but were told that first we needed to correct her name in the customer service counter.

 

All they needed to do was change the original reservation to her first name as our last name is the same.

 

They charged us EUR 220 to do it.

 

According to them, they had to do it because that was the price difference that I would have to pay if I wanted to buy a last minute ticket.

 

I understand that they need to make money but I believe this is a bit too much.

 

As we didn't want to miss our flight, I ended up paying the price difference.

 

Once I arrived back home, I already contacted them again and they told that this procedure is within their terms and conditions.

 

Please advise if you think I should pursue this matter further or if I should just forget about it.

 

Your help is greatly appreciated.

 

I have a similar problem. Yesterday I placed a reservation with Easyjet and completed the passport registration for myself and my wife who lives in Germany. Quite often she uses her maiden name. When I completed the form I entered her maiden name by mistake. I found the page where you can change the name and the site has advised that the fee would be £35 for a name change. I thought that ridiculas since the flight isn't until 17 October and I only booked it yesterday. However, I was prepared to accept it. When I completed the change I am now finding that they want to charge me £70 because the booking was for two persons. There is no change to my own original entry so why are they charging me as well. I didn't complete the transaction of change. I tried to ring them but at the time \I rang their call centre was closed. Does everyone think I will just have to pay the £70. It seems expensive since one can fly one way to the destination for less than that.

[gerson]

Hi Birdie,

 

These are the T&C's for easyjet - as you can see the charge is for 'each journey' so therefore 35x2=70

 

You can change the name or flight details in your booking. Changes can be made up to 2 hours prior to the scheduled departure time of your flight.

 

A fee will be charged per passenger, per one-way flight for any change that is made. For both name and flight changes you will need to pay the difference in price between the cost of the original flight booked and the cost at the time the change is made. No refund will be made if the cost of the flight is lower at the time of the change. Current change fees can be found here.

 

If you have made a spelling error in your booking please call our Customer Service Team. Please be prepared to provide your booking confirmation number.

 

If your married name on your passport or ID card is different to your maiden name on the booking please call our Customer Service Team no later than 2 hours before the flight and we will change the surname shown on the booking to match your passport/ID card. This change will be applied free of charge and can also be done for children’s surnames that have changed following marriage or adoption.

 

 

If your booking was originally made online at easyJet.com name and flight changes can be made online. To make changes to your booking, simply login to My easyJet, locate the booking you wish to change and select the ‘Transfer to another flight’ or ‘Change a passenger name’ option. Once you have confirmed the new details you will need to pay any applicable fees or charges before the change can be confirmed. If your booking was made through another method or company you can still make changes, but you will need to telephone our Customer Service Team to make any amendments.

 

 

HTH

 

G

[birdie7015]

Hello. Thank you for your reply. Actually I didn't go ahead and pay the £70 for the change but did telephone customer service about it. Yes as your message does say, they changed it free of charge. Thanks again for taking the time to explain everything.