Following a delay of more than 2 hours, I was given the option of not flying as I would have missed my onward connection. I was advised to claim a credit from EasyJet on the website. Sounds simple as the credit was in line with EasyJet's policy.

On attempting to make the claim I selected the correct form from the web site (over 1 hour delay), but when it came to submit the information the claim stated 'this claim is for a 4 hour delay and if used for any other purpose it will be ignored' (not even a response that the wrong form had been filled in).

I tried several time and each time it came up with the same answer.

I then sent a technical email indicating the problem with the web site . Still no response on two occasions.

Contacting by phone - forget it. Several calls waiting for an operator for 15 minutes got nowhere, even then there is not an option for my question.

I did try other (non connected menu options), but the operator refused to help and just referred me back to the web site.

I appreciate that EasyJet is low cost, but why can't they offer customer service when things go wrong. I feel it must be their 'hidden' policy that enough customers will give up providing them with a 100% profit.

Does anyone know how a customer can get through this maze? Please help.