August 4, 2009 //
My online experience of EasyJet when trying to change my flight was pretty horrific. OK. That’s half true. The site wouldn’t allow me to change it and I was unable to find a phone number to call their helpline. So, true to my style, I turned to my twitter community for help. And as usual, they came up trumps - a user called flyawwway replied with the phone number +44 871 244 2377 within minutes. After less than 5 minutes on the call, I was put straight through to a human and my flight was changed. Problem sorted.
But that’s not all and this is why my online experience with EasyJet wasn’t entirely negative - minutes later on Twitter I received a response from easyJetCare - according to their profile, ‘ If you need any assistance, Paul and his team are able to offer support which can improve your experience when traveling with easyJet’. Paul from EasyJet continued the conversation online to ensure I was a happy customer.
I’m extremely impressed by EasyJet’s adoption to Twitter, as I was and still am, with Lastminute.com who responded in the same way when we had issues changing flights with them.