Hello,

I am writing a complaint as my family and I missed our flight due to long queues because there was only one kiosk at control office open , leading to gate B20. My family and I did notify the staff several times that we needed to get through security as our flight was going to leave soon. The security staff looked at our boarding passes and assured us on separate occasions that we will definitely get on the flight. I also paid extra for this flight so we could get back home earlier as a family child we had with us was becoming unwell.
When we finally got through boarder security we realised we had missed our flight. I asked to speak to the manager of that area to make a complaint due to slow moving queues as only one kiosk was open. We also had a small child with us so we were directed to the family queue and that was full of adults with no children and we had a family member with us that had a letter from her Dr to say that she was unable to stand for long periods of time, when shown to the staff they only allowed her through and no others family members. In other airports around the world we are kept together as a family and not separated causing undue distress to the family.
The manager came through and said that it was our fault and laughed us, she also while talking to us, interrupted us to kiss her colleague and talk to him instead, which we thought was extremely rude of her, even the easyJet employee said that she was extremely rude to us. We felt the manager and her surrounding colleagues took great pleasure in our distress of missing our flight due to their bad management of the queues. I asked the manager for her name and she refused to give it us, which I would have thought as she was an employee of the airport she would have to us her name for us to make a complaint. I can only give a description, she was about 50 to 55 years old, about 5ft 6" height, with shoulder length greying hair. She clearly does not have the aptitude to be in a managerial position representing Charles de Gaulle Airport. After we bought extra tickets to go back home, we had to go through boarder security again and miraculously after my complaint to the manager, every security kiosk was open and she was helping out. Why does she have to wait for a complaint before she makes sure everything is running at optimum capacity, she clearly should not be in charge and when she saw us coming through boarder security after our complaint she turned her name badge over so we couldn't see what her name was.
Due to us missing our flight due to slow border control, I had to buy extra tickets at a cost of £684.75, I would like for Charles de Gaulle to refund me this money back.
My flight number was U22440, G-EZBY at 16:25 on 11th December.
I look forward to your response.
Kind regards
Ashleigh Cilliers