(Copy/paste of message sent to EJ same day, written on flight, sent immediately after the landing)
"Lying pack of wolves !
(Horrible EasyJet Ljubljana ground staff)
Checking in for morning EasyJet flight from Ljubljana to London 23rd of November, clerk at check-in desk told us we cannot take personal/laptop bags with us (the same ones we took with us from Stansted airport!) and because her Croatian wasn't very clear, she advised us to speak with ground staff at EasyJet information desk. The clerk there constantly spoke with us in bad Croatian as well (and probably not understanding us completely), for some reason not speaking English with us even though we spoke both, English and Croatian (very similar to Slovenian!!), just to make things easier for her. While asking her to explain where the problem is, we constantly got "If you don't understand me, everything is written on the internet." (Probably referring to EasyJet website). We did not want to go online as it was eating up our phone credit and the batery… so we insisted on her to explain it to us, because we did not want to pay extra 3x 16£ for those bags which we obviously brought with us from UK as personal handbags. Also, we did check and pay online for one more holding luggage, but they had only 3kg payed on the system, which resulted in us having to pay another piece of holding luggage. We asked why and got the "You couldn't really believe that you can get a holding luggage in for just 9€, you're not that naive, come on !" – laughing in out faces!! We were puzzled by that but we still asked for explanations from her or anyone else that can understand us correctly. She raised voice and said that we have to pay for these 3 small personal bags( buy another big bag and shove these 3 in!!) and file a complaint when we land and that "for all she is cares", we either pay and fly or do whatever we want !? My wife got offended by tone and choice of words and told the clerk at the desk that she should be filmed to see how she handles the customers. We got: "Luckily for me that you are filmed and if you don't stop harrassing me i'll send police on you!" Since me and my wife both suffer from anxiety, i am diagnosed with severe depression/PTSD/anxiety.., we decided to BUY AN EXTRA BAG, chuck in our personal bags and move on to the check-in desk, payed for the difference in price that somehow got mixed up for the extra holding luggage (2 x €44, after we actualy purchased an extra holding luggage online a day before the travel!!), and checked in , yet again, at the check in desk.
When we went for security check, just before the actual security, another younger female EasyJet clerk stopped us ( pulled us back on the side!!) and told us she wants to check size of our (certified) hand/cabin luggage. NONE of the bags fitted perfectly, one was like inch out and other two about inch and the half(wheels!). Of course, she fitted them into a smaller measuring box (as niwadays there are two, one on rach side?!). She said that we can take in that one and other two have to be checked in as holding luggage (and of course, pay for it). Bare in mind that i allready took everything and placed in the tray for security, went back and asked her since it's not that big difference between those bags, can we take them all. She responded very rudely that now we can take none of those three bags with us, not even that 1st one ! I asked my daughter to put each bag in the bag measuring trolley and took pictures of the bags only, because it looked really rediculous to us that people pass with visibly bigger bags without having speed boarding or Plus status. She told me that i have to erase my pictures, of my luggage "or else" !!! I told her that photos i took were legally completely allright, that i took pictures of MY LUGGAGE ONLY, deeply ofended i asked her can he show me her ID badge that she had on the liner around the neck. She refused and I stepped aside, (where she POINTED for me to stand!!), waiting for my wife, who went to check those three bags at the check-in desk as well (it's all over 80£ extra alltogether, bearing in mind we already paid for two hold luggages online BEFORE traveling!!). Seeing people passing with evidently bigger bags, I asked her how come those bags are acceptable and ours are not and got the answer "Everybody else has bought priority boarding or Plus package." When i told her that it's outrageous and that i will inform EasyJet customer service for the way she spoke ti us and the way she treated us in most uncurtious manner.
While speaking with her, i was checking my mail on the phone and she approached me and literary said "Do not take photos! Let me see what are you doing with your phone! Erase pictures and everything!" with raised and rather uppsetting voice. I was surprised that she even aproached me, let alone asked to see my phone!! I said calmly that she is not allowed to speak to me that way, that i'm not taking any pictures (?) and that she is not autorised to go trough my phone. She said " I am going to get a border police and you three are going to stay in Slovenia a bit longer than you have planned! You are going to be detained! You're gonna miss the plane!"
She went off, people passing by, me, my wife in the wheelchair (she needed assistance, anxiety/blood pressure/back problem/… kicked in) our daughter as well, staying on the side, crying and confused, needing a toilet, all clerks around us, few of them trying to sort it out but she and information desk clerk (!) ,( pack of wolves?!), came with two border policemen !!! Off course, they know the laws, i wanted to hand them our phones to see that nothing incriminating was on them, they refused (knowingly that they are not autorised to do it as well). At that point, we realised that police officers undestood that they were called to intervene for no reason, that we did not break any law or insult anyone in any manner, and they told those clerks NOT to call them for intervention without a good reason.
By that point, my anxiety and PTSD started to kick in, i'm struggling to stay calm, our 12yr old daughter scared by presence of two armed police officers taking notes and questioning (all really professionall). At the end, clerks said that we "hustled them at work" !!! Policeman nicely said to us that that they do not have anything to pin on us, but they took notes, informed us that it might be a problem if we take any photos of personnel/clerks, ( which we NEVER did!!), and politely gave us back our passports, wished a good flight and went on their way.
The disturbance, effect on us, fact that they made notes that will with no doubt put our family in police report at the end of their shift (therefore in the database as well), all the trouble and extra cost, shame that we been put trough by unprofessional staff, medical effects,… IT'S OUT OF ORDER ! We are flying all our lives, frequently among other companies we fly with EasyJet and we have NEVER, ever been mistreated in such a shamefull and disrespectfull manner ! Never !
I want to know all the steps that your company is going to take regarding this incident before i make it go viral trough social media networks.
This was out of order ! We are deeply affected by this and we are badly disturbed by this "pack of wolves". What ever happened to a customer care/service ? HR ? Staff training ? Did you train them to behave like this or they simply do not apply the skills thought and are not right for the job they are PAID to do ?
What a hell we have been put trough today and WHY ? How do you make this go away ? How are you going to stop things like this from happening in the future ?
How will our daughter forget trauma your poorly trained staff caused? THIS IS BAD ! How can we trust your company from now on ?
And- WHO IS RESPONSIBLE for employing staff that represents YOUR company at this airport??
Nenad Nešović and family"
More than half year later, after few attempts to complain to their Customer Service – nothing happened. Every time different agent "answered" with asking me to repeat myself from the beggining – no results, apologies or anything at all !
Nesho ZD 