As previously mentioned, due to Siberian-like weather conditions three weeks ago, our two flights to London with EasyJet were cancelled and we were offered a refund.

Claim #1, including our lost hotel room booking, was submitted using their online customer services form. A problem ticket number was received within a couple of minutes followed by a mail, 3 days later, confirming their intention to reimburse the full amount.

Claim #2 was originally submitted using the link provided via the cancellation mail. As no ticket number was returned, a week later I re-submitted the claim via the above-mentioned form and was duly treated to the (ticket) number I had sought after. And today I received the reimbursement confirmation mail for the second amount.

The moral of this story? Simple and pretty obvious: when dealing with a helpdesk or customer service organisation, ALWAYS make sure your issue is referenced via a ticket number.

“Oh why didn’t I request a problem ticket?”

This not only means that your problem will be handled accordingly; it also means that it will officially become subject to quality management, and quality is all it’s about, right? :angel: