Annex 4
QUOTES FROM EUJET PASSENGERS' COMMENTS
DISAPPOINTMENT/STRESS/FRUSTRATION
"Very disappointed that nothing covered
us for the airline's failure—debit card would not refund,
insurance did not cover us, still hoping for some compensation
from EUjet's administrators".
"I am disgusted that as a student my holiday
was ruined and I have lost a considerable amount of my summer
job income".
"It was an incredibly frustrating experience.
Now added to that I cannot seem to get any of my money back without
letters from EUjet saying they are not paying out and I cannot
reach anyone that can give me this information and there does
not seem to be anyone who can help me sort it out."
"Obviously, very upsetting and frustrating."
"I feel that I have been cheated by EUJET
and its directors who I believe were well aware of the imminent
collapse of this airline."
ANGER BECAUSE
OF ADDITIONAL
COSTS AND
OF THE
COMPLEXITY OF
GETTING BACK
HOME
"This was an appalling situation, more
so because nobody in Malaga Airport wanted to assist us, making
it very clear that it was not their responsibility. Furthermore,
we were informed that the responsibility laid with us and if not
in a position to pay then we would be stranded. What if this was
not possible? How can this be a permitted state of affairs in
these modern times? We were one of the fortunate ones; what about
those who didn't have the means. If we'd been away with our children
also I don't doubt that we wouldn't have been able to stomach
this additional cost. As you might imagine, this doesn't bear
thinking about. Not to mention the stress our family went through
knowing of the situation back home and not knowing how we would
be affected or if we would be able to get home."
"The whole experience was a nightmare as
we travelled with two small children, leaving us with huge bills
to get back to the UK and then to get to Kent for the car."
"Very upsetting as I am a widow on a pension
and can ill afford to lose this amount of money"
"I was travelling to visit my parents in
Spain with my daughters for what should have been a `cheap' holiday.
I had to rebook with Monarch Airlines, but due to the extra cost
for new flights, one of my daughters could not come. I had paid
by debit card, and understand that I may not receive any money
back. I wrote to The Examiner to claim for a refund, the day after
EUjet went into administration, but it is now 2nd of September
and I am still waiting for a reply. I am disgusted."
"My son is 15 years of age. He flew alone
to stay with family in Spain. It has cost an additional £25
for an easy jet rescue flight. Plus the cost of transport to a
London airport and parking to collect him, estimate £25.
The money lost is minimal when compared to the stress of an unaccompanied
minor at a larger airport in London. My son also flew back three
days earlier than he was meant to."
LACK OF
INFORMATION/CONFUSION/LACK
OF ASSISTANCE
"The collapse of EUjet was handled particularly
badly—insufficient notice was given by the airline".
"Very difficult to find out what was happening".
"There seems to be confusion in the instructions
given to claimant passengers."
"The lack of communication was the worst
thing. We spent two days in Spain not having a clue how we were
going to get home".
"Very disappointed there was no notice
given".
"Lack of information on the internet made
things very confusing".
"We did not know of offers made by other
airlines to get us home, as EUjet had turned off its telephones
( . . . )".
"The easy jet offer was a complete farce
they didn't know anything about it at Palma airport. It was pretty
poor that EUjet made no effort to contact its passengers whatsoever,
how hard would an email be or a text?"
"I paid for my tickets by debit card. There
has been no information to confirm or deny whether I shall be
refunded any money. The lack of information is frustrating."
"I do feel the lack of information on how
to go about claiming my money back has been an issue."
"It was the total lack of information that
made it so difficult."
"I am very upset about the lack of information
about the collapse of the airline both during and after it happened."
"Total lack of support or help".
NEED FOR
BETTER CONSUMER
PROTECTION
"Protection for all customers should be
in place".
"I agree with a small levy to cover such
costs for peace of mind".
"There should be a protection scheme so
that money is not `lost' and no refund is available—this
would not happen if you book a holiday/package with ABTA/ATOL
protected company".
"I feel that people should be better protected
against these type of problems".
"I understand that things like this happen
and there is very little that can be done to prevent them but
I strongly think that there should some scheme were we can get
out money back as holidays only come once a year and can be very
expensive without having to pay out twice for flights!"
"I would have paid a few extra pounds for
financial protection had it been offered."
"There needs to be a passenger protection."
"Yes I do believe that the government should
do more to protect the consumer."
"Would greatly support some form of financial
protection arrangements—as customers purchasing package
holidays already get with ATOL now—even if this meant adding
on a small charge each time a flight was booked with independent
operators."
"Why should package holidaymakers be covered
only?"
"I suggest we need a bond scheme similar
to ATOL for charter airlines—it could be funded by a (hopefully)
small levy on each ticket sold."
THE USE
OF DEBIT
CARD/CREDIT
CARD
"There should be automatic refund for those
who paid by debit card—just the same as credit card payers."
"It's an outrage that they are refunding
people who paid by credit card, and not those who paid by debit
card."
"Why is a debit card customer being treated
as second class behind a credit card purchaser?"
"Last time I use a Debit Card when booking."
"By charging extra for using credit cards,
I felt compelled to use my debit card which I normally do not
do since I use my credit card for everything."
"Paid by debit card to avoid credit card
charges so have learnt not to use that form of payment in the
future."
"I will only use credit card next time."
"Very disappointed that if you pay by debit
card, which is instant cash, you will not get a refund. But credit
card customers will."
"Some people choose not to have a credit
card and this type of event unfortunately penalises these people.
All credit card users can claim back from their credit card company
but those of us who paid by debit card get no compensation. It
seems wrong you should be punished for not wanting to get yourself
into debt."
"I didn't know that paying by debit card
gave me less protection than credit card if the airline collapsed.
I think customers should be made more aware of this."
EASYJET
HELP
"I would like to thank easyJet for their
help."
"easyJet luckily provided an excellent
rescue package." "easyJet did a very good job with their
rescue package."
"easyJet could not have been more helpful."
THE FEAR
OF USING
SMALL COMPANIES
AGAIN
"It would certainly influence using smaller
companies again." "We think twice about using a smaller
airline at a smaller airport."
"Apart from this ruining the last couple
of days of our holiday, we will seriously think hard before booking
flights through a small airline company."
"We will seriously think hard before booking
flights through a small airline company."
"I will certainly think again before travelling
with not-so-well established airlines."
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