Exasperated easyJet customer is cut off after holding for three hours

Exasperated easyJet customer, 25, waits more than three hours and 20 minutes to cancel his flight over the phone… and STILL gets cut off

  • easyJet customer Liam Kenneally got cut off after three calls totalling five hours
  • IT worker had paid £166 for flight from London Gatwick to Krakow in Poland
  • He needed to cancel it within 24-hour window but was unable to get through 
  • easyJet has apologised to Mr Kenneally and refunded his £166

Liam Kenneally feared he would lose the £166 he had paid for his flight from London Gatwick to Krakow

He had already waited three hours and 20 minutes to cancel his flight over the phone, having sat through endless repeats of Ed Sheeran songs.

But things got even worse for easyJet customer Liam Kenneally, from London, when his call was cut off – and he feared he would lose the £166 he had paid for the journey.

The IT worker failed to cancel his flight from London Gatwick to Krakow in Poland within the 24-hour window required, having made three calls to the airline totalling more than five hours.

Mr Kenneally tweeted easyJet today to ask: ‘How am I supposed to meet the cancellationwindow – or is that the plan?’

He booked his flight on Saturday afternoon before realising the following morning that he could not make it.

But he read that easyJet had a 24-hour cancellation policy whereby customers only have to pay the cancellation fee.

He made a first call of just over an hour and failed to get through. His second effort, of a similar duration, also failed.

After his third call – which lasted nearly an hour longer than the two hours and 30 minutes that a flight to Krakow would have taken – he took to Facebook.


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He told the airline: ‘I have been on hold for three hours, tweeted on Twitter and thought I would go true omni-channel and give you a message on Facebook.

‘This is my third call today, all of which have exceed one hour. If you add all these calls up and your obfuscation of the ‘Cancel flight’ option. How am I supposed to meet the 24 hour cancellation window? Or is that the plan?’.

Mr Kenneally tweeted this morning around 10.30am and added: I would still like to cancel my flight, easyJet. If you would like to get in touch that would be great.

What is on the easyJet holding music playlist? 

  • Rag’n’Bone Man – Human
  • Clean Bandit – Rockabye
  • The Weeknd – I Feel It Coming
  • DJ Snake – Let Me Love You
  • Kygo & Selena Gomez – It Ain’t Me
  • The Chainsmokers & Coldplay – Something Just Like This
  • Ed Sheeran – Galway Girl
  • Ed Sheeran – Shape of You
  • Bruno Mars – ShowTime
  • Maroon 5 – Don’t Wanna Know
  • Martin Garrix & Dua Lipa – Scared To Be Lonely
  • Zayn & Taylor Swift – I Don’t Wanna Live Forever

‘I would rather not spend three and a half hours on hold again to be disconnected’.

He added that there was a £30 cancellation fee by phone, and a £25 fee online – but he said that he had so far been unable to find the option on easyJet’s website. 

Mr Kenneally added: ‘I was expecting to lose the £30 booking fee, as the booking error was my fault.

‘But the fact that it seems that the ability to cancel a flight is made intentionally difficult is wrong. It is more of the principle now, over the fact of the money’.

He continued: ‘I would avoid personally booking through easyJet wherever possible in future. Unless absolutely unavoidable.

‘Honestly, after the first 20 minutes, it became more of “How long will they keep me on hold”? The music was the best of the customer experience’.

A spokesman for easyJet confirmed that the airline had refunded Mr Kenneally’s £166.  

He said:  ‘We provide a comprehensive customer support service offering various ways for customers to contact us which includes our live chat, online and through our contact centres which are open 8am-8pm seven days a week.

‘If a customer calls the call centre near the closing time all the calls in the queue will be answered even if this is after the call centre closes. We are sorry that this didn’t happen on this occasion and have apologised to Mr. Kenneally. As a result we reviewing the current system to ensure this doesn’t happen again.’

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