Have you ever excitedly arrived at an airport only to find ...

a) your flight has been delayed

b) your flight has been cancelled

c) your flight has departed?

Last December EasyJet Airlines, out of Newcastle, failed to accurately notify my wife and I of a change in departure time that resulting in us missing our flight.

Since then, I have written half a dozen letters to Customer Services at Hanger 89, Luton without a single reply. I have left comment on their website without response. I have made many telephone attempts, everyone met with a 15-minute hold-time.

The last letter, sent signed for the attention of CEO, Carolyn McCall on the 2nd June this year, bares an unintelligible signature scrawl (dated 6th June) which makes it impossible to decipher who actually took possession of it. Ms McCall was given the facts of the case and, to-date, has also ignored our overtures to speak with a 'real human being'.

It seems EasyJet has deliberately built a customer barrier around their company and I wonder how many of you have experienced the same despicable treatment? It also raises the question as to how many complaints EasyJet receive?

As Chief Executive, Ms McCall has a duty of care for every passenger travelling with her airline; a duty sadly lacking in my experience.

I call upon her to explain what EasyJet will do to properly attend to genuine customer complaint.

What do you feel?