Helder de Jesus Correia Martins
EASYJET 06/08/2024
Formal Complaint Letter: Incident on Flight EZY2464 from Lisbon to
London-Luton on August 6, 2024
Good afternoon,
I am writing to formally file a complaint regarding a serious incident that occurred during
EasyJet flight EZY2464 from Lisbon to London-Luton on August 6, 2024.
I arrived at Lisbon Airport two hours before my flight and went through all the security and
baggage checks without any issues. Before boarding, I stopped at the Duty-Free store where I
purchased a sandwich, a bottle of water, and a 5cl mini alcoholic drink. The store clerk did
not inform me that the drink should be sealed in the official Duty-Free bag. All items,
including the drink, were handed to me without any protection or warning.
At no point was I informed that consuming alcoholic beverages purchased from Duty-Free
shops was prohibited on board. I was not advised of this during the purchase or before
boarding. I mistakenly believed it was allowed since alcoholic beverages are sold on board.
After this unfortunate episode, I was informed that these rules are available online and that
the person who purchased the ticket for me should have informed me.
After takeoff and the necessary safety announcements by the cabin crew, when the seatbelts
were released, I began eating my sandwich and drinking my water and mini drink. I was
seated in seat 22C, in the aisle, next to two ladies. A flight attendant approached me, speaking
in English while I had my headphones on listening to music. She said something that I did not
understand, as I do not speak English. When I turned to remove my headphones and try to
respond, the flight attendant turned her back and did not give me time to comprehend what
she was saying or asking.
Shortly after, a male flight attendant came from another part of the plane, approached me
aggressively, making gestures and speaking in English, which again I did not understand. I
made a clear gesture with my hands to indicate that I did not understand. The flight attendant
continued speaking in an aggressive tone, pointing to the overhead bin and the seat pocket. I
remained extremely nervous and confused as I could not understand what was happening.
The flight attendant, clearly irritated by my inability to speak English, tried to forcibly take
the drink from my hand, which scared me even more. Not succeeding, he went to the front of
the plane and returned moments later with other passengers to help translate. A passenger
tried to explain that the flight attendant was saying that consuming alcohol on board was not
allowed and that I needed to provide my ID.
I asked why I needed to give my ID to a stranger without understanding what was happening.
The passenger translated my response, and the flight attendant went to the front of the plane
again. When he returned, he told the passenger to inform me that the captain said if I did not
hand over my ID, the plane would be diverted to the next stop and the police would be
waiting to remove me in handcuffs. These words were relayed in a threatening tone.
I responded that I would not give my ID to strangers or flight attendants on the plane,
preferring to wait for the police. During this exchange, the flight attendant began squeezing
my arm painfully with his fingertips and forcibly removed my seatbelt twice, trying to make
me stand up while the plane was still in the air. I remained without understanding the reason
for such aggressive treatment.
While this was happening, the flight attendant made discriminatory comments, asking how
someone who doesn't speak English could go to London. A passenger responded by
questioning how a flight attendant does not speak Portuguese, which led to a brief argument.
A female passenger from across the aisle calmly and kindly explained the situation to me,
translating that the police would be waiting because I refused to give my ID. I responded
again that I preferred to wait for the police.
Upon landing in London Luton, the police boarded the plane, and I was escorted off without
any disturbance. The police assured me it was just a company procedure and confirmed that I
was not disturbing the flight or passengers. However, the flight attendant lied to the police,
falsely claiming that I pushed him, which never happened. It was the flight attendant who
touched me aggressively and intimidatingly several times.
Other passengers were also consuming alcoholic beverages on the plane and did not receive
the same treatment, indicating linguistic discrimination and racial prejudice. I felt attacked,
scared, and terribly frightened.
I intend to take legal action regarding this situation as no one should experience this due to
language barriers or skin color.
Sincerely,
Helder de Jesus Correia Martins
