EASYJET refund - confused

dickybeau

I am probably being stupid but i am getting stuck trying to process a refund on Easyjet's website. The problem is that it asks me to upload receipts and, apart from the email that they send, I don't have any receipts. Do i need to print off the confirmation email, scan it and send it to them?

They have my name and my booking reference number and my email address I thought that would\ be enough.

buglawton

I am in same position here. I believe receipts are for when you have additional claims to make above just the air fare. In my request I just attached a print out of the original emailed flight confirmation. Not expecting a result soon, and curious to see if Easyjet will invoke the 'Act of God' clause to avoid refunds!

As far as the current 'ash' crisis is concerned, here's the long & short of one's rights:

http://www.easyjet.com/en/book/regulations.html

...If your flight is cancelled as a result of extraordinary circumstances...including...
* Air Traffic Control
* Weather
...easyJet will not compensate you further other than providing you with ...
1. Re-routing to your final destination at the earliest opportunity; or
2. Re-routing to your final destination at later date at your convenience and subject to availability; or
3. A refund of the fare paid for the journey not made. Additionally, where relevant, we will offer a return flight to the first point of departure at the earliest available time.

I am also attempting to get a Ryanair refund - their page looks designed to end all hope of a refund:

http://www.ryanair.com/en/questions/what-happens-if-my-flight-is-cancelled-by-ryanair

Ryanair does not provide monetary compensation, pursuant under Article 7 of EU Regulation 261/2004 for flights that are delayed or cancelled for reasons beyond Ryanair's control (extraordinary circumstances). As per the regulation such circumstances may, in particular, occur in cases of political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety problems and strikes that affect the operation of an operating air carrier.

though actually, there a difference between refund and compensation. Subject for another thread, methinks.

spiro

What is being said is that they dont have to pay under Article 7 (compensation for delay) but they have to pay under Article 9 (duty of care) which covers hotels and meals while you are stuck on holiday as this is not subject to any exclusions based on the cause.

GroundedKat

My easyjet flight out from Scotland to Berlin was cancelled, and my Ryanair return flight also. The Ryanair process of requesting a refund was really simple, so hopefully it will be processed quickly.

Easyjet on the other hand... I can't even seem to get to a stage where I might have to attach receipts. I follow the link in the email and follow links on the website, and end up in a circular process going nowhere with no guidance what to do. Anyone else having this problem? What do I do?

Thanks
Kat

buglawton

I somehow managed to reach that form and got a an ack email

But it is a very dubious process indeed, confusing and well hidden for sure. I hope that the regulators look into the way the web interface works, it seems designed to confuse the unwary.

- They confuse you about how you should be logged in when you try to go to the form - saying don't not use your 'existing' user name but a new one? I was able to use the existing login do send the form, after failing to create a 'new' one as the email address was already taken - by me of course!

- The login link is dead if you just go straight to the form

- Premium numbers at £1.50 per min if you want assistance which would soon reach the price of the ticket.

At least Ryanair has a near-honest 0871 assistance number weekdays office hours.
And yes I agree, their process is more straightforward when I applied for that refund recenty.

apt

Easyjet consumer service number is not £1.50 per minute. More like 10p per minute and you can avoid this by looking up the number on saynoto0870.

buglawton

This info would be more obvious if Easyjet did not hide their contact numbers so thoroughly and keep sending you in circles of web pages when trying to find them!

apt

I agree with that point. They keep hiding the number more and more.

filmer

buglawton wrote: »

I somehow managed to reach that form and got a an ack email

But it is a very dubious process indeed, confusing and well hidden for sure. I hope that the regulators look into the way the web interface works, it seems designed to confuse the unwary.

- They confuse you about how you should be logged in when you try to go to the form - saying don't not use your 'existing' user name but a new one? I was able to use the existing login do send the form, after failing to create a 'new' one as the email address was already taken - by me of course!

- The login link is dead if you just go straight to the form

- Premium numbers at £1.50 per min if you want assistance which would soon reach the price of the ticket.

At least Ryanair has a near-honest 0871 assistance number weekdays office hours.
And yes I agree, their process is more straightforward when I applied for that refund recenty.

I have struggled with this for days and got very frustrated. You have also found the snags. I am making a video to put on my Youtube to show others the problems but I don't have all the answers. It might make Easyjet sit up and respond with some help for me and others. I also give the cheaper tel. nos. but as you know, it has been impossible to get through. When done it will be on Youtube, search clientfilms it should be there in a day or so.

filmer

GroundedKat wrote: »

My easyjet flight out from Scotland to Berlin was cancelled, and my Ryanair return flight also. The Ryanair process of requesting a refund was really simple, so hopefully it will be processed quickly.

Easyjet on the other hand... I can't even seem to get to a stage where I might have to attach receipts. I follow the link in the email and follow links on the website, and end up in a circular process going nowhere with no guidance what to do. Anyone else having this problem? What do I do?

Thanks
Kat

You are not alone. I have struggled with this for days and got very frustrated. I wonder if they have made it difficult on purpose. It seems like that. I am making a video to put on my Youtube to show others the problems but I don't have all the answers. It might make Easyjet sit up and respond with some help for me and others. I also give the cheaper tel. nos. but as you know, it has been impossible to get through. When done it will be on Youtube, search clientfilms it should be there in a day or so.

kindofaverage

EASYJET

what has maddened me is that they blocked the 'free' amend transfer booking for fare paying new customers. disgraceful!!! they had seats but we could not get them on the free transfer. FILMER - I hope you name and shame this company. They did not keep to their duty of care for us - we were stranded with no accomodation / food etc. good luck!!!