EasyJet flight cancellations - Refunds & Compensation advice/howto?

clarazamo

I had the same problem trying to fly from Gatwick to Madrid on the 22nd of December. Easyjet ground crew informed us that, since no alternative flights were available with them to Spain until after Christmas, we could buy a flight with an alternative carrier and then ask for reimbursement. I double and triple checked with them and they were clear about this point: as long as it was an economy/tourist flight they would reimburse it.
I spent more than 500GBP on a new ticket (Gatwick-Dublin-Madrid was the only way to get to Spain) and now all they are offering is reimbursement of the Easyjet original ticket (about 100GBP).
This is totally outrageous.
Does anyone have some advice about what I can do, please?

cmatt360

money hero - how long did they take to get in contact? my flight to LGW was cancelled 22nd and have heard sweet FA from them.

sandra73

We had the same problem on the 23rd Dec. Easyjet cancelled our flight to Berlin a few hours after we checked in (and after the flight's scheduled departure time). We made a claim online for a refund the next day but we are still waiting. It seems that most people got their refunds really quickly. Moneyhero, did you do this over the phone or online?
We have also sent a letter seeking compensation in line with the EU regulation as all other flights were operating normally.
Easyjet did tell us at the time of the cancellation that they would reimburse us for alternative travel arrangements but when I called the next day to make sure they said they wouldn't. They obviously don't know what they are doing!

cmatt360

sandra73 wrote: »

We had the same problem on the 23rd Dec. Easyjet cancelled our flight to Berlin a few hours after we checked in (and after the flight's scheduled departure time). We made a claim online for a refund the next day but we are still waiting. It seems that most people got their refunds really quickly. Moneyhero, did you do this over the phone or online?
We have also sent a letter seeking compensation in line with the EU regulation as all other flights were operating normally.
Easyjet did tell us at the time of the cancellation that they would reimburse us for alternative travel arrangements but when I called the next day to make sure they said they wouldn't. They obviously don't know what they are doing!

i tend to find what happens in the terminal stays in the terminal

MarianHusk

Are you aware that Gatwick airport was brought around Dec 10th By EASYJET.
I had 3 cancellations, arrived back in Spain 10th January, my flight was booked to return 6th January.

jaruz wrote: »

Hi,

I have been one of the unlucky few whose EasyJet flight was cancelled. We were scheduled to depart today (24 Dec) at 07:50 from London Stansted (STN) to Asturias (OVD). Check-in opened at 04:50 AM. We woke up at 3:30 AM, checked the EasyJet Website at 03:40 AM and there was no mention of the flight being cancelled (just 4 flights were on the list of cancellations, and ours was not one of them). We took the first Stansted Express (04:40 AM), and upon arrival at Stansted at 5:20 AM we were shocked to see that our flight had been cancelled without any prior notice (the weather wasn't that bad, and most other airlines/flights did not seem to have cancellations).

Besides having to miss Christmas with our family, we incurred in various additional unexpected costs. We understand EasyJet offers a 'refund' but the FAQ on their site is not quite clear as to what this encompasses. Thus I am posting this message for any advice, hints, tips, that might be useful for me and any other EasyJet passengers who have been through the same ordeal these past few days.

Our story: after scrambling (at 6 AM on various slow Internet connections at Stansted) to find another way to get to northern Spain, we managed to book a flight through Vueling from London Heathrow to Bilbao, tomorrow (Friday 25) at 17:35, arriving 20:25. Bilbao is more than 230 kilometers away from our original destination but only EasyJet goes to Oviedo and there were no flights available till December 30; thus to get to our destination in Asturias, we had to book a taxi (there are no trains or buses).


So we are spending:

• Taxi to Heathrow (no public transportation available tomorrow): 36 GBP
• Flight to Bilbao: 195 EUR (total for 2 people)
• Taxi to destination: 250 EUR

TOTAL rescheduled trip cost: 435 GBP.


And today we incurred on these unnecessary costs:

• 4:00 AM Taxi to Liverpool Street Station: 20 GBP (no receipt unfortunately)
• Stansted Express to Stansted (booked through EasyJet): 34.40 GBP (2 pax)
• BT Openzone 45-minute Voucher: 3.91 GBP (with invoice)
• Internet Access time at BAA Stansted: 5.00 GBP (with invoice)
• Coin-activated Internet access: 6 GBP (no receipt)
• Stansted Express back to London: 38 GBP
• Taxi back to flat: 15 GBP (with receipt)

TOTAL unnecessary costs: 122.31 GBP

Our original EasyJet flight booking had cost 319.96 GBP (not including the Stansted Express).

If we follow EasyJet's on-line refund process, what are our rights? Should they just refund the 319.96 GBP from the flight? Are we entitled to any additional compensation for incurred costs (i.e. Stansted Express back to London, taxi back to the flat)? What about any costs regarding the rescheduled trip to get to our original destination?

Thanks you all for your time!

Inactive

MarianHusk wrote: »

Are you aware that Gatwick airport was brought around Dec 10th By EASYJET.
I had 3 cancellations, arrived back in Spain 10th January, my flight was booked to return 6th January.

No, news to me.

Do you have a link to the news article?

spyretto

Was to travel from Thessaloniki, Greece to Gatwick on the 6th of January and the flight was cancelled because of the weather. Naturally there was no representative from easyjet at the airport in Greece but another company were assisting us on behalf of easyjet. They informed me I could either travel on the 15th which was the next available ticket cause all the other flights were booked or ask for a refund. I requested a refund and then the lady I spoke to said I had to send an email myself to do it however she suggested I book provisionally for the 15th and if I change my mind call them to let them know. So I did, not knowing of easyjet's procedures. What she did after that - that I realised afterwards - was to rebook my ticket for the 15th by using the free option on the website and barring me from using the refund option.
The next day I called them to inform them that I couldn't afford to stay that long in Greece only to be told that I had to speak to easyjet directly and they gave me a number which they said was of easyjet's offices in Athens. I couldn't get through to that number after waiting for 20 minutes, so I went to an intenet cafe and requested a refund online by using the generic form. Easyjet themselves were encouraging people to do that, because of the high volume of calls they were getting.
After that I booked with another company and came in the UK on the 9th; via Heathrow, because I had no idea if easyjet were going to cancel more flights.

Now easyjet are saying that I used my option of free transferring my ticket to the flight on the 15th and are refusing to give me a refund - I'm in the UK and unable to fly on the 15th with them. I sent them several emails since the 7th and they haven't replied to a single one yet, they only informed me that via live chat by somebody called "Michael" who responded to my call at 10 pm at night.

Is there anything I can do or should I kiss my money goodbye? I even pleaded with them to give me a refund out of commonsense and pity - that I would be a good customer to them if they gave me my money back - never mind the extra money I had to spend to get another ticket on such short notice, ( was over 200 pounds extra ) my costs of staying in Greece for another 3 days, the fact that I missed 2 days of work in the UK, the extra costs for rearranging travel from the airport to my home by coach -which is another 5 hours journey - and all the trouble I got through and the fact that I was misled at the airport and was told that there was no problem whatsoever if I needed to cancel and request a refund. Easyjet's best offer was for me to stay in Greece for a further 6 days, so 9 overall,
They're very sorry but they can't know what happened and they 're refusing to give me a refund of the cost of the ticket, because I used my option and that is that.

Is there a way I can complain to any body regarding that situation and if so where? I'm a little upset about the whole thing. I can't believe a British company is actually doing that to me, don't we have any rights at all to deal with situations like these?
Ps The cost of the ticket they're refusing to refund is a further 150 pounds, so is it really worth the trouble? I was counting on that money at least.

Inactive

Cityboy wrote: »

http://business.timesonline.co.uk/tol/business/industry_sectors/transport/article6883397.ece

No mention of easyjet amongst the investors of Global Infrastructure Partners.

Thought as much, Thanks.;)

Inactive

spyretto wrote: »

Is there a way I can complain to any body regarding that situation and if so where? I'm a little upset about the whole thing. I can;t believe a British company is actually doing that to me.

I gave a contact at the top of this thread, did you not see it?

CashSaver_2

We had our flight cancelled on 22nd December from Luton to Zurich. Despite sending a refund request on the 31st December, I have just had a holding email sent by them on 8th January apologising for the delay in responding. I appreciate that they must be dealing with a large number of claims at the moment, but it just demonstrates that "cheap" flights are great as long as there is no problem. If there is - try getting it sorted quickly - no chance.