Following your article about Speedy Boarding (May 25), I paid for easyJet Speedy Boarding Plus from Barcelona to Liverpool. Staff made no attempt to let passengers through the gate by allocation. The result was a scrum. As it turned out, there was a lot of space on the plane, but they had no way of knowing that prior to boarding. When I complained, I was refused a refund by customer services. Polly Styche, Wilmslow

EasyJet replies: “Our terms and conditions do state Speedy Boarding is nonrefundable. On this occasion, we will make an exception and issue a refund. We will also investigate why the service was not offered, to ensure this error does not happen again.”

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