Lee Green traveller slams easyJet for 'ruining Christmas' with Gatwick Airport debacle (From News Shopper)
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Lee Green traveller slams easyJet for 'ruining Christmas' with Gatwick Airport debacle
AN IRATE easyJet passenger is demanding compensation from the airline for ‘ruining his Christmas’ after power problems left him amongst the thousands stranded at Gatwick Airport on Christmas Eve.
Paul Green was looking forward to flying to see his parents in Belfast but when he reached Gatwick he says it was ‘total chaos’.
And when flights began to be cancelled police had to step in to help calm the angry passengers.
Mr Green says this was due to a lack of easyJet staff in the terminals telling people what was happening and whether they would be able to get their flights.
He was led to believe he would be able to get on a flight at 8.30pm, four hours after his plane was scheduled to depart, but this was not the case.
The News Shopper sports editor said: “Up until 8.30 we thought we were in with a chance still, but when it got to half eight and there was no plane people were getting really angry.
“There was no-one from easyJet around so a woman from the airport had hundreds of people screaming at her.
“Then the police were doing easyJet’s job saying which flights were cancelled and which ones were not.
“One of the staff said there was just one flight to Belfast so we all sat there and someone phoned Belfast Airport and they said it had been cancelled so easyJet had been lying the whole time.”
“It was very tense.”
The 38-year-old added: “That wasn’t the worst part.
“The worst part was when they said go into a baggage reclaim place and your bag will be there.
“They said go and find your bag and it was like finding a needle in a haystack.”
After about an hour in the room Mr Green, from Lee Green, says all the bags were gradually put outside the terminal building and he did not get his back until around 1am Christmas Day.
And some people are still left without their bags, a week later.
He said: “There was no-one from easyJet there; that’s the big issue I have.
“They just upped and left at 4pm and it was left to the police to do easyJet’s job.
“They ruined my Christmas.
“I want compensation for my Christmas being ruined.
“It is just appalling customer service.
“My parents were upset by what had happened and I don’t know when I will get to see them again.”
easyJet responds to Paul Green's complaints
An easyJet spokesman said: “Due to the power failure at London Gatwick on December 24 easyJet was forced to cancel 83 flights to and from the airport. “
"We apologise sincerely to all passengers affected and understand how frustrating and disappointing this was particularly at Christmas.
“We did our best to operate as many services as possible and keep passengers updated throughout with thousands of live blogs on easyJet’s flight tracker, more than 40,000 text messages to our passengers and regular announcements at the airport as the situation changed and cancelled flights as a last resort.
“We also extended the opening hours of our contact centre to midnight on Christmas Eve and reopened at 6am on Christmas Day in order to help those affected.
“More than 2,000 hotel rooms were booked across the network for our passengers and we offered transfers to alternative flights free of charge to all easyJet passengers who were unable to fly due to cancellations as a result of the power outage.
“We also contacted our passengers by e-mail with details of how to claim a full refund online at easyJet.com or by calling the easyJet contact centre.
“easyJet did everything possible under challenging operating conditions to help passengers travel home for Christmas, including operating flights on Christmas Day from the UK for the first time.
“Staff volunteered to work to help more than 2,000 customers reach their destinations safely.
“easyJet arranged for the vast majority of bags that were left at Gatwick to be delivered to their owners on December 29 after airport Ground teams had completed security and reconciliation processes.
“Less than 10 remain which will be dispatched this week.“
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