EasyJet passengers flying from Lisbon to Bristol have blasted the airline for its "really poor" performance. Travellers claim the airline issued confusing information about whether their plane was cancelled.
The flight, scheduled to leave Lisbon, Portugal at 12.25 on April 1, was eventually cancelled last minute, with many of those expecting to be onboard claiming there was no support offered by staff.
There were simillar complaints made by passengers due to fly out from Bristol to Lisbon later that day at 16.15. Would-be holidaymakers alleged the flight was cancelled at late notice, with staff advising customers to "take the ferry."
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Some of those affected were told that the late cancellation and confusion were due to "strike action", but this was of little consolation to those due to fly who expected that the staff shortages would have already been taken into account by easyJet. Cabin staff for the British low-cost airline in Portugal staged a walkout between April 1-3 to demand better conditions and higher wages to compensate for the economic crisis.
The SNPVAC union of civil aviation flight personnel said in a statement: "The increase in the cost of living suffocates workers and jeopardises the well-being and comfort of their families."
On Twitter, Victoria Gunn, who was due to fly on the 12.25 from Lisbon, said: "Yesterday was an absolute nightmare. We checked in and assumed all was well, as there was nothing to state otherwise." However, she claimed that the flight was displayed as 'cancelled' on the departure board about an hour before departure, so she quickly booked an alternative Ryanair flight to Stanstead instead.
She said: "About 45 mins later, the flight suddenly changed to ‘delayed’ on the board and [we were] advised to go to the gate. No easyJet staff to ask anywhere... [I was] now panicking as we had spent £400 on new flights.
"Customer service stated that the flight was never cancelled and ‘not their responsibility what airports display on their departures info board.’ We waited at the gate for 90 minutes. Then received a notification flight was cancelled.
"[There were] no easyJet staff to direct questions to. Lisbon airport staff were not sure of what was going on. Elderly couples and families were left with no support. Luckily we had already booked the Ryanair flight but had to wait at the airport for ten additional hours and get a taxi from Stansted-Bristol. What an absolute circus."
Matt Gough was also critical of the company's handling of the cancellation. He said: "Really poor performance from easyJet in Lisbon today. A personal highlight was Lisbon airport staff/screens telling us the flight to Bristol was cancelled, but easyJet insisting it was still going ahead - no surprise to find out it was cancelled in the end."
After trying to contact easyJet, Mr Gough claims he was told that the company "can’t speak to their own staff on the ground at Lisbon."
Hayley Hutchings reported being similarly left in the lurch. She said there was "nobody to assist and no other flights available to book."
During the debacle, Steve Burdis tweeted easyJet to try and find out information. He said: "At Lisbon airport trying to fly back to Bristol. The app says the flight is still going 10 mins late. The airport states flight is cancelled. No info on what is happening."
After receiving a response from 'Tiffany' at easyJet asking, "Did you know that you can check the status of your flight online using our Flight Tracker ?" Steve politely replied: "Hi Tiffany suspect you may be a bot. App and online were stating [it was] going 10 mins late. Everything at the airport was saying cancelled. Now saying delayed [to 3.15 pm], can you confirm if that is likely to happen?"
Stuart Veck also tried to contact the airline. He said: "Solidarity with the striking workers, I just don’t get what easyJet achieved by pretending everything was fine until everyone was at the gate, with the strike ongoing 1-3 April as scheduled."
Back in Bristol, passengers were left similarly aggrieved. Claire Larkman said: "Many disappointed holidaymakers after the cancellation of the 16:15 flight from Bristol to Lisbon today. The best advice the customer services team could offer was to take a ferry?!"
Meanwhile, Thomas Thomas said: "My flight to Lisbon from Bristol today was cancelled with 3 hours' notice before departure. The reason was “industrial action”. Have to travel to London Gatwick now to take a flight 2 days from now, reducing my holiday. Seems too short notice for the reason stated."
In a statement, easyJet said: "We are sorry that, following strike action by members of the SNPVAC union, flight EJU6711 from Lisbon to Bristol on 1 April was unable to operate.
“We did all possible to minimise the impact of the disruption, providing customers with options to rebook or receive a full refund as well as hotel accommodation and meals for those who required them, along with information on how to arrange this quickly and easily online and via the mobile app.
“The safety and well-being of our customers is our highest priority, and we would like to apologise once again for the inconvenience caused.”
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