EasyJet flight cancellations - Refunds & Compensation advice/howto?

ScottySmog

CashSaver wrote: »

I posted earlier, having had a flight cancelled on 22nd December. I finally received an email yesterday confirming a full refund had been processed.

You should check the account that you paid from to see if a credit has been received. If not, I would suggest that you send a chaser email with the full details again, plus a recorded delivery letter. Obviously you can try their helpline, but you may have a long wait and added cost.

Thanks for the reply.

I've checked my account - No refund
Sent a chaser e-mail - No reply
Sent a recorded delivery letter - Delivered but no reply although it only got there on Saturday
Tried the helpline - gave up after 20 minutes

Just glad to hear that they do eventually issue the refund without going through the small claims court - which is my next step.

Inactive

See post number 9 for a quick and effective fix.;)

ScottySmog

Inactive wrote: »

See post number 9 for a quick and effective fix.;)

And it seems to have done the trick!

Refund e-mail in my inbox this morning.

Cheers Inactive :beer::beer:

Inactive

Great result, you are very welcome.;)

Moneyhero

Inactive wrote: »

Send an email to andy@easyjet.com, that will go directly to Mr Andrew Harrison, the Chief Executive of easyjet, it is not a private email address and was in fact published in an in-flight magazine recently, it was the only way that I managed to eventually get a refund from them.

Their online system appears to be designed to avoid customer contact.:rolleyes:

I beleive this CEO has resigned so need to find the details of the next one..

Moneyhero

Moneyhero wrote: »

Just in the process of making a claim against Easyjet for a cancelled homebound flt on Dec 18 2009. So far they have refunded the cost of my tickets and offered an additional £120 per person towards my cost of getting home. This still leaves an £80 per person shortfall so am still 'in negotiations' awaiting for their next response. I haven't used the EU Reg yet, that will be next. You can download a PDF version, so a google search on "Official Journal of the European Union L 46/1" - should take you here: http eur-lex.europa.eu/lexuriserv/lexuriserv.do?uri=oj:l:2004:046:0001:0007:en:pdf


Likewise, both airports were operating normally so hopefully they won't try the 'unavoidable situation' card.
It's worth downloading the PDF so you can cut and paste the relevant bits into your Emails, it also shows the carriers responsibilities to their customers in the event of cancellatiion.. Best of Luck

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UPDATE: 26/1/10
Progress. Easyjet have refunded my alternative flts to get home. The original EJ flt cost for 4 people was £121. The alternate Flt cost for 4 people was apprx £800. EJ have refunded the diff i.e £679. Just in the process to trying to get the taxi fare from Stanstead to Gatwick from them now..

I did everything online, had a few problems where they said they hadn't received various attachments, they took about 7 days to respond to each Email. They made and initial offer of just refunding the cancelled flt cost, then they added £120 per ticket (goodwill), then they offered the full difference in flt cost but refused my taxi fare.
Be persistent, stay polite but firm, make sure it's clear your not going to give up, and start quoting from the EU Reg L/46 1.

Good luck....

Moneyhero

I used their online claim facility, it automatically assigns an incident number and they appear to be driven internally to respond within given deadlines. The system acknowledged the claim by return, then I had to wait 5-10 days for them to get back. Once I was in contact with a 'human being' I ignored the system as it was a bit flakey and just used Emails.
I've had some progress - post 39 for update.

Moneyhero

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!

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Sandra, see post 39 and 40 - good luck

Inactive

Moneyhero wrote: »

I beleive this CEO has resigned so need to find the details of the next one..

OK, try paul@easyjet.com, he is the EJ Rep on Twitter.

jaruz

Hi Moneyhero:

It would be really great if you could copy-paste some of the e-mails you sent to EasyJet (and the replies you got), to have some sort of guidance as to how to make our compensation claims.

Yesterday I received their first reply to my original refund & compensation request (sent through their web-site form); they offered to refund the original flight, but no mention at all about any compensation for my other expenses & rescheduled trip arrangements.