My experience with this Airline is to send a letter to HQ explaining exactly what happened and await a reply. Once they have stated their case in writing then you can move forward. I did get a refund in the end but it was less all the silly little extra changes you pay when booking.

Noldi

Had you checked in and got your boarding passes? If you had, they would have boarding gate number on them and technically it's your responsibility to ensure that you get yourself to the right gate on time.

If you didn't have a gate number it's a different matter.

For people who maybe have never flown before things can still seem very confusing in a big airport. I am guessing that this was probably the cause of your missing the flight.

But I think the chances of you getting any joy from Easy Jet are pretty slim. But there is no harm in writing a polite letter to them stating your confusion at the time and telling them an employee of theirs (was it?) had put you in the wrong queue right at the start. Providing you keep your letter polite and to the point, you never know. I've just looked in my list of CEO's addresses and phone numbers etc. and there are none listed except a Mrs. McCall, but no contact details. Maybe someone else on the forum knows where to write to.

Did you see anybody from Easy Jet afterwards to state your case? They might have been able to get you on to a later flight. That would have been better than nothing.

You were obviously the victims of an employee giving you wrong information. In doing this the employee acted as an agent of the airline; you didn't ask for directions, you were given a clear instruction to use the other lane.

It occurs to me to ask if you were the only people directed in this way. If there were others, what happened - did they also miss the flight?