REGULATOR TO INVESTIGATE: Deceptive Pricing Practices & Inadequate Customer Service Three issues which demand investigation by the appropriate body/regulator: 1. To change a flexi ticket outside +/- 1 day you must use live chat (see point 3) and are liable for a fare difference plus a £49 GBP change fee. Fine you think, I can see my new fare, I know what I paid, so I know the price difference. EXCEPT easyJet live chat agents have completely different (and yes, more expensive) fares compared to online. It's a complete black box and you've no way of checking in advance or at the time to see what the fare difference is. So let's say your flexi fare flight was £150 and the new fare online is also £150, you'd expect only the £49 change fee to apply. Except the agent could tell you the fare difference is any amount they choose, they could tell you the fare difference is hundreds of pounds and you wouldn’t know this until you take all the time to go through a full chat with an agent. I recently asked to be move to a CHEAPER flight, yet the fare difference was over £60 plus the £49 fee. There was no way for me to be able to check this online, only by going through the protracted and painful live chat experience for the agent to declare a random fare price. There is no transparency here and one can only think that easyJet are knowingly ripping-off customers. 2. I’ve noticed something concerning about easyJet’s fares which needs investigation by the appropriate body. Obviously fares can go up but also down. However, I’ve noticed that when easyJet lowers their base fare, they increase the charges for bags etc. So, let’s say you’re keeping an eye on your flight price and you notice that it’s has dropped in price by £5. What you may not notice is the charges for bags and seats have been increased to offset this apparent cheaper fare, so you end up paying more. At best this practice is dishonest and misleading, but I think it may breach online selling regulations. 3. easyJet believes that "Chat" is a satisfactory primary communication channel for customers, even when the issue is urgent. In today’s world this is far from satisfactory. For an airline it's unforgiveable. Make no mistake, this is a cost saving measure, not in the customer’s interest, just easyJet’s. Once you get past the bot and eventually connected to a real agent, expect to be online for at least 45mins having to type a lot to eventually get little or no help. This tells you everything you need to know about easyJet's approach to customer service.