Confusing, inept, insane, painstaking, evasive and absolutely baffling. Just some of the words I’d use to describe our experience with EasyJet’s customer service team. Turns out that getting blood from a stone is easier than getting a refund on an EasyJet package. A refund that my wife and I have been categorically promised on SEVERAL occasions… Strap in, it’s a wild ride. We booked a short honeymoon in Seville with EasyJet on 29th April. However, due to the power outages occurring across Spain at the time, the agent was unable to guarantee safe onward passage to our destination. Furthermore, we couldn’t even contact our hotel the night before our flight as their line was dead, and had seen numerous reports of people stranded at bus/train stations - unable to reach or check-in to their hotel, use their cards or call loved ones. This was a major concern and, sadly, out of our hands. As a result, after a heated discussion, we were PROMISED - I quote - “a 100% refund on our entire holiday package within 5 to 10 days”. I checked again. The answer was the same - “a 100% refund”. Pretty conclusive. Obviously without being given such assurance, my wife and I would have had a very different decision to make about whether to travel or not. Especially as it was our honeymoon with our hard-earned money at stake. The agent also promised to send email confirmation of said agreement, which conveniently never arrived. This is a theme in our dealings with EasyJet. False promises. Anyway, a couple of days followed our original call. Nothing. So we checked in with the EasyJet team to check on the status of our refund. Again, I was reassured that it was being processed. ‘Nothing to worry about' it seemed, but how wrong we were. Another 3 days passed. And another. And another. Today is 16th June and STILL no refund. Some way from the 5 to 10 days originally promised. Over the last 8ish weeks (and counting), my wife and I have called EasyJet more or less every other day. Spoken to about 15 different agents, completed 4 separate ‘contact’ forms, plus a couple of complaints forms for good measure. The forms are never acknowledged - apparently lost in the void of ignored correspondence. Having to re-explain our story with each new agent is tiresome and stressful. At this point, I’m the living definition of a broken record. What’s more, each conversation follows the same general pattern: contact EasyJet, recount our story (again), get a jumbled, contradictory response, agent promises to progress our case and then… radio silence. Zero actions taken. Like the conversations never happened. So the cycle of madness continues. Some of the agents have tried their best to support us but to no avail. To our horror, one agent even said ‘IF’ we receive our refund. In disbelief, I immediately corrected them - ‘WHEN’. This is simply beyond doubt. Worryingly, we were also told that the first agent we contacted on 28th April failed to log our refund on their systems. Convenient? Inept? You decide. Either way, their lack of diligence is not our problem. We simply want our money refunded, as PROMISED! Overall, the service given has been a muddled, confused and unfathomable mess. With more false leads and contradictions than I can count. So bad that the refunding process has felt deliberately tricky…At best, our experience has been incompetent. At worst, downright deceitful. I would genuinely award 0 stars if it were possible. I’ll never use EasyJet again. Doubt they care, but at least my sanity will be intact. The moral of the story? If you can, pay a little more and use a different airline.