Dear Nalini, Thanks for your swift reply. I have to admit that I have been suprised by your fortitude in witholding monies due to me by law. I did expect that it wouldn't be simple to claim my money back from Easyjet, but six months down the line, many emails and phone calls later, I am still being asked to jump through hoops in order to convince you that I deserve what is rightfully mine. I have asked the hotel to send me a signed/stamped reciept, and the receipts for the cab journeys are clearly to and from the airport (the date for the return journey should obviously be the 7th - a mistake made by the cab driver when filling out the receipt), but none of this is the point. The concept of customer service has been trampled on by your company and I wouldn't be overdramatic in claiming to feel abused, untrusted and dismissed. Ninety-five pounds is an enormous sum of money to me, as someone who brings in a gross figure of 1090 pounds per month, which is significantly less than the current minimum wage in the UK. Please bring this saga to an end by putting 95 pounds back on the credit card, of which you already have the details, and I can get on with more important things than convincing you that a Luton cab driver didn't know what day of the week it was six months ago, Looking forward to a speedy resolution to this issue, Ms Adi Shani (This sums up the absurdity of this palaver - You wouldn't deal with my requests because they were signed by Anton Marks and not by Adi Shani. I start sending emails signed by Adi Shani, which you do start dealing with, except that you address your replies to Mr Anton Marks. I sometimes feel that you are doing this for your own twisted amusement). |
Monday, 31 May 2010
The white flag?
strange request
to enquiries@iconhotelluton.com
date 31 May 2010 12:12
subject Stamp or signature
mailed-by gmail.com
Hello,
My name is Anton and I had a lovely nights stay in your hotel back in
January. Unfortunately, the stay was due to the cancellation of my
easyjet flight and I am now in a six-month long (and counting) battle
with Easyjet to receive reimbursement for my stay (which is due to me
by law).
They are not accepting the receipt that you gave me for my stay
because it has not been signed or stamped by the hotel.
I would very much appreciate you emailing me back a copy of this
reciept with a stamp or signature from your hotel. It sounds a bit
ridiculous to me too but I have no choice but to jump through their
hoops in the hope that I may see my 85 pounds back again.
Thanks so much in advance for your help,
Regards,
Anton Marks
I need to stamp
From: easyJet Customer Experience Team [mailto:easyjet@maileu.
Sent: 31 May 2010 03:59
Recently you requested personal assistance from our on-line support centre.
Below is a summary of your request and our response.
Thank you for allowing us to be of service to you.
| Subject | |
| claim | |
|
| |
| Discussion Thread | |
| Response (Nalini) | 31/05/2010 02.58 AM |
| I would like to inform you that we would require the hotel receipts, signed or stamped by the hotel. I need to inform you that both the receipts sent by you is for 6 January 2010. Therefore, I would request you to kindly explain the reason of 2 taxies on 6 January 2010. We are unable to understand that same, as To and From not mentioned in first receipt. To enable a speedy response to your query, please click here to send us the requested information. Yours sincerely, Nalini Customer Experience Champion Need to update your question? | |
Saturday, 29 May 2010
My bad (well mum's really but that's between my mum and me)
Dear Nalini,
Sorry to give you the incorrect information. Here are the details for the credit card that the flights were booked on:
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: Mrs E B Marks
From this email address: elaine.marks1@btinternet.com
Mail address: 1 Holly Court, Catherine Road, Manchester M8 4HF
Please can you explain to me what I need to do to when you say that I need to "send the hotel receipts authorised by the service provider as it not signed or stamped by the hotel". Who is the service provider? Mrs E B Marks booked the hotel with her credit card over the phone directly. This is the receipt that the hotel gave me when I checked out. I shouldn't need anything else apart from this. And what about the reimbursement for the transfer to and from the airport to the hotel - I am still waiting for the 10 pounds to be reimbursed too.
Thanks for your help on this matter,
Ms Adi Shani
Friday, 28 May 2010
Mum, did you give me the credit card number you booked the flights with?
Subject | |
| claim | |
|
| |
| Discussion Thread | |
| Response (Nalini) | 27/05/2010 07.10 AM |
| Thank you for confirming the details. I would like to inform you that the last 4 digit of the card number mentioned by you in previous communication is not mentioned in the booking. If you wish to have the refund to the new card, which is not mentioned in the booking, you should call our customer service centre at 0044 870 6 000 000 (calls made to this number will be charged at the prevailing overseas call rate). Our contact centre is open for business from 0800 hours to 2000 hours Monday to Friday and from 0900 to 1700 hours on weekends (Local time). I have included the link for Customer Service Numbers.: https://easyjet.custhelp.com/ Once your new card is registered at the call centre, you need to send us the conformation with the last 4 digit of the card, so that we can proceed with the refund. With regards to the receipts attached, I need to remind you that we have requested to send the hotel receipts authorised by the service provider as it not signed or stamped by the hotel. For meal receipts, we would require the itemised invoice as we do not consider the customer card copy for refund. To enable a speedy response to your query, please click here to send us the requested information. Yours sincerely, Nalini Customer Experience Champion | |
Wednesday, 26 May 2010
Details shmetails
Dear Nalini,
Thanks for your email concerning my claim for my hotel and transport expenses incurred due to the cancellation of my flight (85 pounds and 10 pounds respectively).
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: Mrs E B Marks
From this email address: elaine.marks1@btinternet.com
Mail address: 1 Holly Court, Catherine Road, Manchester M8 4HF
Credit Card: Visa Debit
Expiry Date: 01/11
Last four digits of the card: 8129
I have attached the receipts too.
Looking forward to hearing from you soon,
Tuesday, 25 May 2010
More info mum please..
to Elaine Marks
date 26 May 2010 07:17
subject Re: FW: claim [Incident: 100430-007719]
mailed-by gmail.com
Hi Mum,
Could be getting closer to getting the taxi money back, but I won't hold my breath!!!
Please send me the following:
1.) Postal address used at the time of booking - that will be your address, no?
2) the name of the credit card’s holder (your name as it is on the card), the type (Master Card, Visa, etc.), expiry date and the last four digits of the card. You used the card that you don't normally use!
Thanks,
Anton
Nalini meeni minee mo...
Sent: 25 May 2010 07:54
To: elaine.marks1@btinternet.com
Subject: claim [Incident: 100430-007719]
Recently you requested personal assistance from our on-line support centre.
Below is a summary of your request and our response.
Thank you for allowing us to be of service to you.
Subject: claim
Discussion Thread
Response (Nalini)
25/05/2010 06.53 AM
Dear Mr Marks,
Thank you for contacting us.
I would like to sincerely apologise for the delay in replying to your message. Please be assured that this is not our usual standard.
Unfortunately, due to weather conditions initially and now due to airspace closure caused by volcanic ashes in the atmosphere leading to massive flight disruptions, we are receiving extremely high volume of correspondence. Therefore, the average response time for a reply has extended.
I understand that you have requested for refund of hotel accommodation and taxi cost incurred during disruptions.
I would like to inform you that the hotel receipt sent by you is not authorised by service provider. With regards to your claim for dinner, I need to inform you that the dinner receipts is not itemised. Hence, I can confirm that we are unable to consider your hotel accommodation and dinner claim.
I can see that you are dealing on behalf of Mr Adi Shani as well. In order to proceed with the refund of taxi, I would request you to kindly send the written permission from Mr Adi Shani. This authorization must be signed by Mr Adi Shani and state the name of the credit card’s holder, the type (Master Card, Visa, etc.), expiry date and the last four digits of the card.
Please note that the written permission should also contain the below details of Mr Adi Shani's booking:
1) E-mail address used at the time of booking
2) Postal address used at the time of booking
3) Booking reference number and flight details
The scanned document must be sent via e-mail in one of the following formats, .pdf, .bmp, .jpg format. It is not allowed to exceed 5 MB in size otherwise we won't receive it. Please mark all correspondence with your booking reference.
Please send us the email with the attachment by filling out the web form found in the "help" section on our website. I have included the link below;
http://www.easyjet.com/en/contact/easyjet_help.html
Alternatively, you can also attach the scanned authorization document and simply reply to this email from your personal email account. Once we receive this then we can proceed with your refund.
To enable a speedy response to your query, please click here to send us the requested information.
Yours sincerely,
Nalini
Customer Experience Champion
Need to update your question?
Customer (Anton Marks)
Thursday, 13 May 2010
my english is good, ya?
|  | ||||||||||||||||||||||||
Dear Gagan,
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,
Hoping that you can deal with my request speedily,
Adi
P.S. I hope my English is satisfactory enough for you to understand my request - it is not my mother tongue.
Wednesday, 12 May 2010
Absurdity continues...
to Anton Marks
date 12 May 2010 19:58
subject RE: FW: FW: Additional expenses refund request [Incident: 100220-000745] [Incident: 100325-002717]
Signed by btinternet.com
Dear Anton, I managed to talk to someone at EasyJet and she said the hotel was booked in Adi’s name and that as all the correspondence was sent by you or I she couldn’t reimburse us. I looked at the hotel booking receipt you emailed me and the lead name was Anton Morris Marks!!!!!!!!!!!!!!!!!!!!!!1???????????????????????????
She said the only way to now claim is on behalf of Adi as they only hold her name and her flight booking reference.
Luv u
Mum
Sunday, 9 May 2010
The ball is in Mum's court
to Elaine Marks
date 9 May 2010 15:53
subject Re: FW: FW: Additional expenses refund request [Incident: 100220-000745] [Incident: 100325-002717]
mailed-by gmail.com
hide details 15:53 (2 minutes ago)
Hi Mum,
Yes, please call them.
I recommend saying the following:
I am Mrs Elaine Marks and I booked and paid for two flights for passengers Anton Marks (My son) (Booking Reference: EFP4LS9) and Adi Shani (Booking Reference: EFQ2L9K). I paid for them both to stay in the Icon hotel in Luton overnight when their flight was cancelled. I want to receive reimbursement for the cab to and from the airport to the hotel and the one night accomodation. The total amount for reimbursement is 95 pounds. I have already been trying to get my money back for months by email but I am not satisfied with the responses that I am getting. Can you please deal with this claim over the phone.
If you are not satisfied with what they say to you on the phone then I suggest that you ask to speak to the manager.
If you have no luck I will try when I get to England,
Love
Anton x x
Call us, see if I care, you won't be getting anything out of us anyway
Subject | |
| FW: FW: Additional expenses refund request [Incident: 100220-000745] | |
|
| |
| Discussion Thread | |
| Response (Gagan Oberoi) | 06/05/2010 01.28 AM |
| I am once again sorry to inform you that I would not be able to disclose any information of the booking as you are not related to the booking. I once again request you to ask the booker or passenger to contact us directly. For any query, you can also call our contact center at 0871 244 2366 (calls cost 10p per minute plus any network connection charge; calls from mobiles and other networks may cost more). Our Customer Experience Team is available from 08:00 to 20:00 hrs Monday to Friday and 09.00 to 17.00 hrs on Saturday and Sunday (Local time). 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, Gagan Oberoi Customer Experience Champion | |
Tuesday, 4 May 2010
From Amusement to Anger
After four months of emailing back and forth I received your recent email today. It seems that your lack of understanding of this simple situation means that my request cannot be resolved by email. I am constantly hearing back from different people who are supposed to be dealing with my case and are simply projecting the image of a company that is employing an army of simpletons. Your last response is utterly unacceptable to me. Please email me the phone number of someone in a position of authority who should be able to clear this matter up in a matter of seconds.
Your repeated 'sincere apologies' are disingenious and starting to rile.
I would appreciate a speedy reponse,
Anton Marks
I know nothing. I'm from Barcelona you know.
Subject | |
| FW: FW: Additional expenses refund request [Incident: 100220-000745] | |
|
| |
| Discussion Thread | |
| Response (Gagan Oberoi) | 04/05/2010 09.49 AM |
| Need to update your question? | |