Read the incoherent letter sent by easyJet after mum was given seats nowhere near her young children

A MUM was shocked when she received a letter from easyJet littered with mistakes after complaining she was not able to sit with her young children on a flight.

Emily Hammerseley had written to the company after her and her husband were handed seats nowhere near their young children.

The whole family had been split by the seat allocations and mum-of-three Emily called the airline for help.

But what Emily, 36, had not expected in return was an incoherent letter full of errors.

Secretary Emily said: “When I got this response I thought ‘what on earth is this?’

“The letter is literally nonsense. It goes on about emergency exits and I didn’t even mention that in my original complaint.”

A spelling mistake in the first line sets the tone for the letter which goes on to use “there” instead of “their” and spell “with” as “wioth”.

The next sentence doesn’t even make sense and reads: “What you need to you child that is not seated with you.”

The message goes on with more confusing explanations before finishing with: “You can get to sit next the you children on anther row, but this need to be arranged at the airport.”

Emily, who lives with her husband Sean, 36, and their three young children in West London, added: “The letter came through the post and took two weeks to get here. I had kind of forgotten about it by then as I’d written the letter before we went on holiday.

“I thought it was ridiculous. I haven’t gone back to them. I phoned them up and it was like hitting my head against a brick wall. I’ve written them a letter and the response is like banging your head against a brick wall. There is no one to approach.”

The saga began when Emily checked in online for both her outward and return flights for her family’s holiday to Greece.

On their flight from Gatwick last month the family of five were handed seats together.

But on the way back each member of the family – bar one-year-old Louis who sat with Emily – had been given seats all over the aircraft.

It meant that two-year-old Oscar and Lara, four, would have been on their own for the three and a half hour flight.

When she called to try and change the seats she was allegedly told as long as “the mother” was on the plane they were breaking no rules.

But Emily added: “I phoned customer services and they said the flight was fully booked. I was offered four window seats behind one another. That still left a two-year-old and a four-year-old on their own.

“I told them they were in breach of Civil Aviation Authority guidelines with the original seating allocations.

“I was charged £20 to move us to marginally better seats but still not all of us together.

“The two things that really annoyed me were that they had charged me to move seats to something that still wasn’t satisfactory. And secondly that they were in breach of CAA guidelines.

“I wasn’t asking for compensation or anything like that – I was doing it to make a point.”

They were eventually given two sets of seats in the same row and told to try for better on the plane itself.

Emily added: “They said we had to speak to the air crew. So when we got on the return flight I said to the air steward what we had been allocated. I told him I had called customer services and he was really good. He said it had happened before.

“He tried his best and we managed to get two pairs. So each adult had a child.

“I have never complained about easyJet before – to me it is what it is. It’s cheap and I have never had massive issues with them. But this was ridiculous."

An easyJet spokesman said: “We would like to apologise to Mrs Hammerseley for the response she received from us. We are contacting her directly to apologise for this.
“Our staff are carefully selected and undergo training to maintain our high level of customer service.

"This response has clearly not met our high standards and as such we will be addressing this with the agent concerned.”

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