London Gatwick Airport — Attraction in Crawley

I have raised a formal complaint to easyJet by email, here is the first part of my complaint email: I am submitting this formal complaint concerning a deeply distressing and unacceptable experience at the easyJet bag drop area on 19 July 2025 at London Gatwick North Terminal. This complaint relates to interactions with a staff member identifying himself as “Aziz,” as well as three other staff members—referred to here as Man 2, Man 3 (believed to be the team leader), and a female staff member—and concerns serious breaches of consumer protection laws, aviation customer service standards, and the Equality Act 2010.

Background Due to a limitation in your online system, when I changed my personal flight from 16 July to 19 July, I was unable to assign a hold bag to each booking: one for my husband (16 July) and one for myself (19 July). Your staff at the airport on 16 July moved one hold bag to my husband’s flight and assured him that I could explain the situation at the airport on 19 July to resolve the issue. I attached the previous online chat with your customers services. On 19 July, at the easyJet bag drop, the system prompted me to pay £55 for baggage. Seeking help, I approached a staff member who identified himself as Aziz.

Staff Misconduct and Threats Aziz was immediately dismissive. After only a brief and superficial glance at the system, he stated: "You have to pay for another one, there’s nothing I can do." When I asked him to check again, he refused and showed no willingness to investigate further. I then asked him for his name so I could raise a complaint. Aziz replied with "Aziz." When I said I would take a photo of his name badge (to ensure the correct spelling), he responded with a threat: "If you take a picture, I’m going to terminate your flight." There is no visible policy on your website prohibiting photography of staff name badges, especially when the badge only contains a first name. A female staff member then physically blocked his badge with her phone/device, preventing I from reading the name clearly. I asked, “Why can’t I take a picture? I just need to get your name.” Aziz again refused to engage meaningfully. I asked “where is your manager, I need to speak to your manager”

Further Obstruction by Staff I then saw two other male employees assisting another customer and approached them. One of them, believed to be named Ryan, listened attentively and reviewed the records properly. He confirmed that two hold bags had been purchased, but that only one was checked in on 16 July. Ryan made a genuine effort to resolve the matter. The other male employee next to Ryan (hereafter referred to as Man 2) was not involved and was serving However, shortly after Ryan began helping, the same female staff member returned and interrupted by saying: "This has been dealt with." Ryan responded appropriately, asking: "Did he [Aziz] check through all the records?" Soon after, Man 2—who until then had not been involved in the issue—approached and reiterated: "This has been dealt with. You have to pay for another bag." It was clear Man 2 had neither reviewed the situation nor spoken to my sister about it. His intervention was abrupt and appeared to be at the direction of Aziz. Then a third male staff member (Man 3), reportedly the team leader, approached me and—without asking any questions—threatened me again: "If you take pictures, I have to terminate your flight." At no point did this team leader attempt to hear my explanation, consult the records on the screen, or speak with Ryan, who was mid-resolution. Instead, he ordered: "It’s not on our records. You have to call customer services." He then instructed Ryan to stop assisting me, despite clear evidence on the screen. This heavy-handed and dismissive conduct constitutes an obstruction of service and a collective effort by multiple staff members to shut down my access to help. This is unacceptable. Under pressure and fearing I would miss my flight, I agreed to pay the £55 baggage fee again and requested a receipt so I could raise the matter with...

This is the most horrible airport that I have ever used and I shall never go through it again. I had an easyJet flight, EJU8686 to Amsterdam from Gatwick on 28th June 2023 at 20:05 GMT. The flight was delayed by 30 minutes and the gate was to be displayed at 19:40 GMT. A few minutes before 19:40 GMT, the airport’s fire alarm went off and everyone was told to leave the building via the emergency exits. We followed the instructions and left the building and everyone assembled at the designated assembly point. After around 30 minutes, we were allowed to proceed to the gates since we had already cleared security and were waiting in the departure lounge when the alarm went off. We rushed to our gate and boarded the flight. The fully boarded flight stayed put for 1 hour and the captain initially told us that they were waiting for the airport to give the go ahead. Around 9:30 PM GMT, the captain said that the airport security required every passenger on every flight to deplane and go through security again. The excuse given was that when people boarded the planes after the fire alarm, some people had got onto the wrong planes. How could this have been possible when people need to produce their boarding passes at the departure gates before boarding the plane was never explained. Again we followed the instructions and left the plane and exited the secured area. The situation then was chaotic. Thousands of people had randomly queued up to go through security. It was 10 PM. The normal staff had left and there were only a few people to process the security clearance of all those people. 5 easyJet flights were cancelled and the affected passengers were asked to go the check in desks again. These announcements were not done over the PAS. The only announcements made were how Gatwick regretted any inconvenience that may have been caused, even now this pathetic excuse of an airport had doubts that this disaster was anything more than a trifle. People were justifiably losing their patience. Especially so when Emirates passengers to Dubai were fast tracked through security while easyJet passengers waited helplessly. Since our boarding passes had already been scanned by the automated gates at security, they would not be accepted by the scanners again and hence two persons were manually verifying the passes of everyone in the crowd. By the time I got through the gate and into the lines for the actual security check it was 11:30 pm GMT. To add insult to injury, I had to go through security again since my laptop was inside my bag. I told the security personnel that it wasn’t an issue when I went through the same security check on 28th evening but she ignored me. I got onto the plane around 12:15 am GMT and the flight finally took off at 1 am GMT landing at Amsterdam at 3 am CET. Thus a flight which should have arrived at Schiphol at 10 pm CET reached 5 hours late thanks to the incompetent nincompoops who are the staff of London Gatwick Airport. I missed an important appointment, I am going to sleep tonight hungry, I will have to wake up in time for a call at 9 am CET which means I will barely get 4 hours sleep tonight but I wanted to write this review to document and underscore the utter callousness and indifference of London Gatwick Airport to the unfortunate people who have to suffer it’s abysmal services. The airport management didn’t bother to explain their decisions and actions to us. None of the workers bothered to stay back and keep a food shop open where people can get some food. Everything was closed. There were toddlers and babies in that crowd who were crying for food but nobody came forward to help. Again, I can’t curse this airport enough. I have been very civil and polite in this review and have not used any swear words for the humiliation that I went through. I fervently hope that this useless cesspool of an airport is shut down and people don’t have to go through this...

If you’re planning a trip to or from London, chances are you’ve come across Gatwick Airport (LGW) as one of your options. Located about 30 miles south of central London, Gatwick is often seen as Heathrow’s younger sibling—but don’t let that fool you. With its convenience, wide range of destinations, and ever-improving facilities, Gatwick holds its own as a solid international hub. After my most recent experience flying through LGW, I’ve got plenty to say—so here’s my honest review for fellow travellers.

One of the biggest perks of Gatwick is how easy it is to get there. The Gatwick Express train from London Victoria takes about 30 minutes and drops you right inside the South Terminal. There’s also Thameslink and Southern rail services that connect directly to the airport—so whether you’re coming from central London or further out, you’re covered.

The signage from the station into the terminals is clear and accessible, and the moving walkways make navigating the terminal much less of a chore, especially if you’re dragging heavy luggage.

Gatwick is divided into two terminals: South and North. Most airlines operate from the North Terminal (like easyJet and Emirates), while the South Terminal serves others like British Airways and TUI.

Both terminals are modern, well-lit, and generally clean. I flew out of the North Terminal, and I was pleasantly surprised by how smooth the process was. Security was quick, even during peak morning hours, and the staff were helpful and polite.

For such a busy airport, security at Gatwick tends to be more efficient than Heathrow in my experience. During my last visit, I was through security in under 15 minutes—even with a bit of a queue. They’ve upgraded to newer scanning tech in some lanes, which means you don’t always have to remove liquids and laptops, depending on the terminal and time of day.

Once you’re airside, there’s a great variety of shops and restaurants. Think WHSmith, Boots, Hugo Boss, Harrods, JD Sports, and World Duty Free for the usual airport retail therapy.

When it comes to food, you’ve got everything from Wagamama and Pret to more upscale sit-down spots like Grain Store or Jamie’s Deli. Prices are typical for an airport—slightly inflated—but the quality and variety are better than most UK airports.

If you’re after a quieter experience, I highly recommend one of the lounges—the No1 Lounge or Club Aspire both offer decent food, drinks, Wi-Fi, and a relaxed atmosphere.

The departure gates are sometimes a walk from the main lounge areas, but boarding is usually well-organised, with plenty of seating nearby and screens to keep you updated. Staff at the gate were friendly and efficient.

Things That Could Improve • Wi-Fi: Free Wi-Fi is available but limited to a few hours. It’s okay for browsing or checking emails, but not great for streaming or working. • Crowds: Gatwick can feel crowded during peak travel times—school holidays especially. • Late-night options: If you’re flying early morning or late at night, food and drink options can be limited, so grab something before security if you’re unsure.

Overall, Gatwick Airport is a reliable, convenient, and increasingly modern choice for flying in and out of London. It might not have the prestige of Heathrow, but in many ways, it’s a better experience—less chaotic, more efficient, and easier to navigate. Whether you’re a seasoned traveller or heading on your first trip, Gatwick gets the job done without...