very bad, extremely bad, terrible experience. No customer service to my lengthy detailed experiences. I flew from Milan to London Luton. Took out insurance policy,f or which I have not just a receipt, but also a letter of welcome to my address in New York City. Easy Jet lost my luggage at Luton airport. It arrived 3 days later and I had to pick it up (with a friend to help, I am well over 80). I filled out all forms for refund for all my expenses, including having to find an MD to prescribe my medications which were in my lost luggage. I was told my travel insurance was not valid because I did not reside in either the UK or Italy. I was never told that, I clearly indicated my address in New York City, and have the welcome letter to my address and receipt. I have spent hundreds of dollars in purchasing necessities while my luggage was lost, having to retrieve it personally at the airport 3 days later, and have spent hours and days in writing to get a response, and to have my travel insurance honored since I purchased it in good faith, it was sold to me, and I was not informed that I was ineligible for insurance due to being a US citizen! what kind of customer service is this? Please respond ASAP. I have every piece of documentation, and receipts for all my purchases available for review immediately. NO REFUND RECEIVED TO DATE. F. AVRIL BRENIG fab26@caa.columbia.edu