easyJet Booking – Now That’s a True Absurdity of Life

Why did I award easyJet a generous 2 out of 10 for customer satisfaction today? Because their booking system deserves special recognition—as a masterclass in how not to provide good customer service. My rating is based on two key observations:

• The easyJet booking system is an absurd case study in how to make booking a flight feel like an endurance test.
• The easyJet app has been out of order for at least 48 hours, making today’s booking even more absurdly difficult than necessary.

The Absurdity of the easyJet App

Apps exist to make life easier. That’s the whole point. You open an app, log in seamlessly with a smile in the camera, and do your business without having to dig up a forgotten password or prove to a CAPTCHA that you’re not a robot wearing glasses standing near a blurry traffic light. But easyJet? No. Their app has been down for two days. So the booking I could have completed with minimal effort two days ago—at least when it came to logging in—ended up causing an additional, entirely unnecessary struggle today.

The Booking Process – Designed to Confuse

Now, let’s talk about the real absurdity: the easyJet booking system. I see what the developers were aiming for. They are trying—oh, how they are trying—to prevent customers from arriving at the airport and claiming, in an Oscar-worthy performance, their complete surprise and dismay:

Oh no! I had no idea I booked the wrong amount of luggage!

Fair enough. But does that justify asking the same question six times during the booking process? SIX TIMES. At this point, easyJet isn’t helping customers avoid mistakes—they’re forcing them into a state of existential doubt. The entire experience feels like an endless loop of “Are you sure? Are you REALLY sure? Have you reconsidered? Are you SURE-sure?”

For customers who book frequently, it is beyond absurd that basic information—passport details, address, phone number, travel insurance preferences—is not saved in the customer profile. Instead, we must re-enter everything manually every single time, like it’s 1999 and online booking is still a novelty. Absurd.

And forcing the customer to tick a box declaring whether today’s trip is for business or leisure? Absurd. If easyJet is curious, fair enough. But making it mandatory? That’s not just unnecessary—it’s a blatant invasion of privacy. Frankly, it’s none of their business.

The Biggest Flaw

After navigating this labyrinth of unnecessary steps, you finally reach the checkout page, exhausted but ready to pay. But wait—there’s no final review page. No last chance to double-check if you’ve accidentally booked yourself onto a one-way flight from the wrong airport on the wrong day. No, that would be too logical. Instead, you’re expected to trust that after all that forced second-guessing, you miraculously got everything right.

So now, thanks to this brilliant system, customers show up at the airport and discover their fate in real time:

• You nailed the luggage allowance. Perfect.
• But… you’re a day late.
• And you’re at the wrong airport.

Absurd.

Searching for the Best Price – A Game of Chance

Speaking of confusion, let’s discuss the search system. You might think that selecting “London – All Airports” would give you a clear and user-friendly list of flights. Wrong. Instead, airports are jumbled together in a way that only a psychic or someone who is accustomed to the absurdity of their system could possibly decipher. So, while scanning the price list, the clients pick an option that looks appealing—only to realise (too late) that they’ve just booked flights to and from three different London airports.

This is not useful. At all.

Final Thoughts

Dear easyJet, this level of absurdity is impressive—but not in a good way. If you’re going to make booking a flight a test of endurance, at least have the decency to let customers review their booking before paying. And while you’re at it, perhaps consider redesigning the system from a customer’s perspective, rather than as an elaborate game of “How Many Hoops Will They Jump Through Before Giving Up?”

Fix it. Because right now, this isn’t easy. And it certainly isn’t jet.