It ain't over til it's over

Fw: re: claim [Incident: 100430-007719]
Wednesday, 30 June, 2010 20:51
From:"Elaine Marks"
To:easyjet@maileu.custhelp.com

Hi Marta,
I called the customer service refund line today and I was told to resend you a copy of the reciept which I have attached to this email.
I also need to give you permission to reimburse my card - which I duly give.
Please reimburse the 85 pounds to my card,
Thanks
Mrs Elaine B Marks

Final nonsense...

re: claim [Incident: 100430-007719]
Tuesday, 29 June, 2010 21:51
From: "Elaine Marks"
To:easyjet@maileu.custhelp.com

Hi Marta,
Thanks for your reply and for agreeing to reimburse us for the accomodation. I hereby give you permission to return the payment onto my mother's credit card (the one that made the original payment).
Thanks again,
Anton Marks

This is a message from my partner, Adi Shani:

Dear Marta,
I confirm that you can pay the money for the accomodation back onto Mrs Marks's credit card.
Regards,
Adi Shani

V for Victory!!!!!!!!!!!!!

29/06/2010 07.54 AM

Dear Mr Marks,

Thank you for contacting us.

I would like to sincerely apologise for the long delay in responding to your email and can assure you that this is not of our usual standard.

Please note that your refund request has been forwarded to me for the authorisation. I am pleased to confirm that I will be able to process the refund at 85.00 GBP for your hotel expenses.

Before I can do it I would kindly like to ask you to confirm if the refund can be made back to the original method of payment at the time of making our booking. Please note that Miss Shani also needs to confirm those details.

If you would like the refund to be made to your card, please contact our Customer Service Line with your card details. I have included the number below:

- 0871 244 2366 (calls cost 10p per minute plus any network connection charge; calls from mobiles and other networks may cost more)


I do hope I have been able to answer your question fully, if I have not, please click here and we will be more than happy to assist you further.

Yours sincerely,

-Marta Zaworska-
easyJet Executive Support Team

Easyjet make those pennies count - Why £9.99?

from Elaine Marks
to antonmarks@gmail.com
date 26 June 2010 23:13
subject FW: claim [Incident: 100430-007719]

Dear Anton,

I have just checked my Halifax A/C and the £9.99 has been refunded from EasyJet. So far, so good!

Luv u

Mum XXXXX

From: easyJet Customer Experience Team [mailto:easyjet@maileu.custhelp.com]
Sent: 25 June 2010 17:39
To: elaine.marks1@btinternet.com
Subject: claim [Incident: 100430-007719]

Recently you requested personal assistance from our on-line support centre.

Subject
claim
Discussion Thread
Response (Przemyslaw Kruczek)	25/06/2010 04.37 PM
Dear Mr Marks, Thank you for contacting us. Firstly, I would like to sincerely apologise for the long delay in responding to your email. This is not our usual standard and I hope it will not bear any reflection on easyJet and the service we provide. Secondly, I would like to advise you that your case is still under investigation. It has been forwarded to our Senior Team. They will get back you as soon your case is resolved. Please note that we are receiving high volume of emails, therefore we have been unable to respond to passengers' emails and letters as quickly as we would like. I apologise for any further inconvenience this may have caused you. I hope the difficulties you experienced will not stop you from travelling in the future. Yours sincerely, Przemyslaw Kruczek Customer Service Representative

The home straight?

re: claim [Incident: 100430-007719]
Friday, 18 June, 2010 13:30
From:"Elaine Marks"
To:easyjet@maileu.custhelp.com

Hi Nallini,
It is now ten working days since you assured me that your senior team would get back to me. Have they managed to process my claim yet? I have provided you with all that you have asked of me.
Thank you also for agreeing to reimburse the transfers to and from the airport - I'll ask my mother to check with her credit card company that these monies have been refunded.
Regards,
Anton Marks

Another victory - two down, one to go

Response (Nalini) 01/06/2010 02.32 AM

Dear Mr Marks,

Thank you for contacting us again.

I am happy to confirm a refund of 9.99 GBP to cover the cost of your taxi.
This will be returned to the card used to make your easyJet reservation
within 15-20 working days.

I would like to inform you that we have procedures in place to deal with the
refunds, therefore we have requested to send the duly signed receipts. I
would like to sincerely apologise for the inconveniences this may have
caused to you.

I can assure you that we will give our prompt action as soon as we will
receive the hotel accommodation receipt, as per our request.

Thank you for your patience in this matter

I do hope I have been able to answer your question fully; if I have not,
please click here and we will be more than happy to assist you further.

Yours sincerely,

Nalini
Customer Experience Champion

Mum gets in on the act

From: Elaine Marks [mailto:elaine.marks1@btinternet.com]
Sent: 11 June 2010 17:05
To: 'easyJet Customer Experience Team'
Subject: RE: Enough [Incident: 100531-001804]

Dear Mr Pelligrini,

I can’t understand why easyJet continue to send us stupid, nonsensical replies. The Mr. Anton Marks who wrote the last epistle WAS a passenger in the ongoing claim saga. Mr Marks and his partner Ms Adi Shani were passengers on a return flight Tel Aviv Luton Tel Aviv Dec 26^th-Jan 6^th 2010. I, Mrs Marks, Mr Anton Marks’ mother paid for these flights on my credit card and paid for the overnight accommodation at the Icon Hotel in Luton due to the return flight being delayed 24hrs because of bad weather. Both card numbers have been verified by you. Now let me repeat .....THE PASSENGER NAMES ARE MR ANTON MARKS AND MS ADI SHANI. THE BOOKER (as you call it) IS ME, ANTON MARKS’ MOTHER, MRS E B MARKS ( as written on my credit card). Hotel receipts and taxi receipts have been sent to you so what more do you want?? How can you say in your last missive that Mr Anton Marks was not connected to this booking. HE WAS THE PASSENGER

HE WAS THE PASSENGER

HE WAS THE PASSENGER

I,MRS MARKS WAS THE BOOKER

I, MRS MARKS WAS THE BOOKER

I, MRS MARKS WAS THE BOOKER

Ms ADI SHANI WAS A PASSENGER
MS ADI SHANI WAS A PASSENGER
MS ADI SHANI WAS A PASSENGER

Please bring this ridiculous 5- month saga to a conclusion.

Mrs Elaine B Marks

To the whole crew

Enough [Incident: 100531-001804]
Friday, 11 June, 2010 6:07
From:"Elaine Marks"
To:easyjet@maileu.custhelp.com
Dear Michael, Przemyslaw, Nalini & Gagan,
My name is Adi Shani.
My partner who I live with is Anton Marks.
We were both booked on an easyjet flight that you cancelled.
We stayed in a hotel and got a cab there and back.
His mother paid for the hotel and the flights on her card.
We want our money back.
We are both connected to this booking,
Regards,
Adi Shani

Trying again with someone else

Reimbursement please
Friday, 11 June, 2010 5:57
From:"Elaine Marks"
To:easyjet@maileu.custhelp.com

Dear Easyjet

My name is Adi Shani (Booking reference: EFQ2L9K). My
Easyjet flight was cancelled and I am requesting
reimbursement for one night's hotel accomodation (85 pounds)
and a cab to and from the airport (5 pounds each way).
I paid for the accomodation for myself and my partner, Anton Marks, who was also booked on the same flight (Booking reference: EFP4LS9).
I have attached the receipts for the 95 pounds,
Regards
Adi Shani
PS The payment for the flights was made by his Mum, Mrs
Marks. Her credit card details are:

Credit Card: Visa Debit
Expiry Date: 02/13
Last four digits of the card: 5035

My flight booking was: EFQ2L9K The Flight cancelled was the
Luton to Tel Aviv flight on January 6th 2010 departing at
11:30
The flight was booked by my partner's mum: Mrs E B Marks
From this email address: elaine.marks1@btinternet.com
Mail address: 1 Holly Court, Catherine Road, Manchester M8
4HF

I'm not talking to you anymore

From: easyJet Customer Experience Team [mailto:easyjet@maileu.custhelp.com]
Sent: 10 June 2010 18:15
To: elaine.marks1@btinternet.com
Subject: Enough [Incident: 100531-001804]

Recently you requested personal assistance from our on-line support centre.

Subject
Enough
Discussion Thread
Response (Michael Pelligrini)	10/06/2010 05.15 PM
Dear Mr Marks, Thank you for contacting us. After carefully reviewing your case i can see that you have been rigthfully declined this refund as you were not connected to this booking and we cannot disclose much more due to DPA. I do hope I have been able to answer your question fully. To update your query please reply to this email and we will be happy to assist you further. Yours sincerely Michael Pelligrini Customer Service Representative

Hardjet Angry Customer Bad Experience Team

Re: claim [Incident: 100430-007719]
Thursday, 3 June, 2010 7:02
From:"Elaine Marks"
Add sender to Contacts
To:"easyJet Customer Experience Team"

Hi Nalini,
Is there a possibility that you are simply not authorised to reimburse money full-stop, and that the various members of the Easyjet Customer Experience team that have been fobbing me off for months have been doing so in order to intentionally refrain from reimbursing me, rather than actually needing the superflous information that you have been demanding.
Is this some sort of game for you?
I am really very angry and don't understand how you can get away with treating your customers this way.
You have my receipts, they all add up, you are obligated by law to pay up. Please do this as soon as possible.
Anton Marks & Adi Shani

Outside my competence

claim [Incident: 100430-007719]
Thursday, 3 June, 2010 3:30
From:"easyJet Customer Experience Team"
To:elaine.marks1@btinternet.com

Recently you requested personal assistance from our on-line support centre.


Subject: claim

Discussion Thread
Response (Nalini) 03/06/2010 02.30 AM
Dear Mr Marks,

Thank you for sending the receipts.

Unfortunately, I need to advise you that your refund requested for hotel accommodation is outside my competence. I will forward this to our senior team, which will look into this and get back to you within 10 working days.

I hope that this incident will not deter you from choosing easyJet in the future.

I do hope I have been able to answer your question fully. To update your query please reply to this email and we will be happy to assist you further.

Yours sincerely,

Nalini
Customer Experience Champion

Stop the clock - I've got the clue.

Re: claim [Incident: 100430-007719]
Wednesday, 2 June, 2010 15:35
From:"Elaine Marks"
Add sender to Contacts
To:easyjet@maileu.custhelp.com

Dear Nalini,
I am happy to inform you that I have completed your last demand to supply you with the hotel receipt authorised by the service provider. The hotel receipt that I have attached has been both signed AND stamped and should now make way for you to reimburse me the 95 pounds due to me for my accomodation and transfers.
Hoping that this can now precipate an end to this issue,
Ms Adi Shani & Mr Anton Marks

A little help from Desiree!

Desiree, the Front of House Manager at the Icon Hotel in Luton (I know it sounds suspiciously like a fancy way of saying the 'receptionist' but I swear that that's how she signs her emails), was kind enough to fax me a copy of the hotel receipt with both a signature and a stamp from the hotel. Will it help? Will it hell!

the left hand not knowing what the right hand is doing - Could this be our road to salvation?

re: easyJet Query [Incident: 100514-007004]
Tuesday, 1 June, 2010 14:13
From:"Elaine Marks"
Add sender to Contacts
To:easyjet@maileu.custhelp.com


Hi Neil,

Thanks for your email.

My name is Anton Marks (Booking reference: EFP4LS9). My Easyjet flight was cancelled and I am requesting reimbursement for one night's hotel accomodation (85 pounds) and a cab to and from the airport (5 pounds each way).
I paid for the accomodation for myself and my partner, Adi Shani, who was also booked on the same flight (Booking reference: EFQ2L9K). You can see that my name appears at the top of the hotel receipt.
I have attached the receipts for the 95 pounds,
Hoping that you can deal with my request speedily,
Anton Marks
PS The payment for the flights was made by my Mum, Mrs Marks. Her credit card details are:

Credit Card: Visa Debit
Expiry Date: 02/13
Last four digits of the card: 5035

My flight booking was: EFP4LS9 The Flight cancelled was the Luton to Tel Aviv flight on January 6th 2010 departing at 11:30
The flight was booked by my mum: Mrs E B Marks
From this email address: elaine.marks1@btinternet.com
Mail address: 1 Holly Court, Catherine Road, Manchester M8 4HF

And there's Moore?

This came out of the blue today!!

From: easyJet Customer Experience Team [mailto:easyjet@maileu.custhelp.com]
Sent: 01 June 2010 11:31
To: elaine.marks1@btinternet.com
Subject: easyJet Query [Incident: 100514-007004]

Recently you requested personal assistance from our on-line support centre.

Discussion Thread

Response (Neil Moore)

01/06/2010 10.31 AM

Need to update your question?

Dear Mr Marks,

I regret to inform you that due to the fact that you are not related to the booking in question as booker or passenger I am unable to provide a reimbursement for the accommodation expenses incurred due the flight cancellation contained in the booking.

Thank you for contacting us.I do hope I have been able to answer your question fully, if I have not, please click here and we will be more than happy to assist you further.

Yours sincerely,

Neil Moore
Customer Experience Champion
Need to update your question?