EasyJet staff 'threaten to deny boarding to passenger complaining on Twitter'

The airline has since said no passenger will be denied boarding due to comments on social networks

A passenger due to board an easyJet flight was allegedly threatened by staff at an airport after he complained on Twitter about the airline.

Mark Leiser (@mleiser), a PHD student at Strathclyde University, tweeted last night that an easyJet flight was delayed by 90 minutes and that as a result a soldier was going to miss their last connection. Leiser complained that easyJet should compensate him for his transport to Portsmouth.

He said: "Soldier going to miss last connection & @easyjet refusing to help pay for him to get to Portsmouth. Get right into em!"

This was shortly followed by Leiser claiming that the airline was threatening to not let him board his flight.

He tweeted: "Manager from easyjet just said I couldn't board flight because I criticised @easyjet on Twitter before boarding the flight."

This was then followed by: "Manager came down to inquire why I was tweeting about @easyjet. Staff member said I can't tweet stuff like that. Asked me to save the tweet."

Finally, Leiser quoted a member of easyJet staff as saying: "You're a lawyer. You know you can't tweet stuff like that and expect to get on an @easyJet flight."

The company's corporate Twitter account tweeted an apology this morning.

@easyjet said: "Hi Mark, we are sorry to hear about this unfortunate incident. NO passenger will be denied boarding due to comments made on twitter. Please send us a DM so that we can sort this out for you. Best regards, NK."

A spokesperson for the airline told Computerworld UK: "easyJet has never denied boarding due to comments on social media. On the rare occasion that we consider denying boarding it is on the basis of disruptive behaviour."

However, the airline was unable to deny the sequence of events and comments made by members of staff.

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

People in vegan houses shouldn't throw bacon

Picture this. You’re at a Gourmerican burger joint chomping a cheeseburger, when an outspoken vegan friend starts preaching that you’re killing the planet. Last week, that same vegan downed a pricey glass of pinot before their flight to a far-flung destination, armed with their strongest mossie repellant and first aid kit. Anything amiss?

Abbie Love

Strategist, Ikon Communications

The role of the CMO is evolving: Are you keeping up?

My (amazing) vacation in the Galapagos Islands earlier in the year got me thinking about Charles Darwin and his theory of evolution. What does this have to do with the role of today’s CMO, you ask? Plenty.

Sheryl Pattek

Vice-president, executive partner

Getting your business ready for the Entrepreneurial Consumer

We all know the digital revolution has completely transformed the way consumers are interacting with brands, and that a lot of businesses are finding it hard to catch up. One way to closing this brand gap is to understand consumer behaviour and build a brand experience that meets these new needs.

Pip Stocks

CEO and founder, BrandHook


Kerry Edwards

Open Colleges taps into social for better student interaction

Read more

Or just go to sites like www.shopsthatshiptoaustralia.c... and others and be sure that the stores will send to where you live :-)


Why online shopping is like dating – RedBalloon CEO

Read more

Personalisation is the key. Customers demand a very relatable and well defined CX where the sincerity and understanding of their disposit...

Hitesh Parekh

In pictures: Improving cutomer experiences through smart personalisation

Read more

Thanks for this. The key for me is the effective of governance where it dictates and sets the proactive policy when it comes to CX. Tech ...

Hitesh Parekh

6 lessons in modern marketing from a customer experience chief

Read more

Very well said “With today’s consumers more demanding of the brands and merchants they shop, it’s imperative for merchants to not just co...


CMO's top 10 martech stories for this week - 29 September

Read more

Latest Podcast

More podcasts

Sign in