EasyJet flight EZY6007 from Bristol cancelled - compensation PAID!

SomersetJames

Money Saviour - We are certainly working toward the same goal. I have another update. I spoke to Rachael at Menzies once again. She has already spoken with Steve Reed at Bristol, and as of today, has spoken to Karen Cox herself (easyJet's General Manager of Bristol Airport). Karen Cox conveyed her apologies to Menzies and directly to me for this muck-up, and has supposedly authorised easyJet to pay out compensation for those of us who were inconvenienced by their incompetence. Once again, it has been clarified that this was NOT an external problem, it is NOT to be blamed on Air Traffic Control, it is an operational error, and they ARE liable for paying out our compensation.

Guess what? I've just been on the 'phone to easyJet for twenty minutes, the operator said the same old thing. I asked to speak to his supervisor, and he refused to come to the 'phone. The operator said he checked every last bit of information pertaining to my booking, and found no comments or authorisation from anyone at Bristol for the compensation to be paid. It is a JOKE. I will now just ask Menzies or Karen Cox to write to easyJet, or authorise in person, the compensation, because talking to easyJet's "Customer Experience" people is as useful as trying to sharpen a pencil with a sausage.

Money_Saviour

Somerset James - good work and I feel we are getting there (albeit slowly !)

I am still awaiting further contact from Bristol Airport and Menzies have yet to contact me. I was told that they do not accept calls - do you have a contact number for them ?

The reason code allocated to our cancelled flight is code 96 (see IATA's standard delay codes) which is for operational control, all ATC problems have a code starting with an 8 so Easyjet's claim is not correct. I have this confirmed in writing from Bristol Airport which I intend to use when confronting Easyjet tomorrow.

I will update the thread again with any progress.

jnm21

Good luck guys - regretting not pusuing mine now!

Money_Saviour

I have contacted Easyjet this morning and escalated my query to a manager and surprise surprise they are saying the same thing - the flight was cancelled due to Air Traffic Control (ATC) ! Easyjet will not pay out if their systems say the cancellation was because of ATC - that is their stance.

I mentioned that I had confirmation from Bristol Airport saying that it was due to operational issues but she tells me that the information they have on their system comes from external sources, ie Bristol Airport so their information is correct. I was told that I could send in my e-mail to them to look at but at the moment I would rather collect as much information as possible before doing so.

I think the key to success here will be the input of Karen Cox and Menzies. We ideally need e-mails or letters from them confirming we are due compensation and that the flight was not cancelled due to an extraordinary reason - these need to be sent to Easyjet and to ourselves to give our claims some weight. Does anyone have e-mail addresses or contact numbers for them ?

andersomell

I have just returned from Faro, Was also on the cancelled EZY 6007................ got the brush off from Easy Jet Customer Care this morning.....told to write to customer service manager at Luton. I do have one email address . Easy Jets new Chief Executive officer ( Carolyn McCall ) whose mission statement is 'I will ensure we continue to grow our reputation of being the low fares airline that cares' : [EMAIL="carolyn@easyjet.com"]carolyn@easyjet.com[/EMAIL]. Keep fighting. They MUST not be allowed to get away with this.

Money_Saviour

I managed to contact Menzies yesterday who were very helpful and still very angry at Easyjet's response to our claims. I was told that there have been numerous cancelled flights by Easyjet over the past 3-4 weeks.

Menzies have now collated all the information they have regarding flight EZY6007 which they feel shows inconsistencies with Easyjet's story and they will be presenting this to Easyjet on Monday morning and asking them to contact me direct (hopefully with some good news ?)

If this does not bring us any positive news, my next step will be to e-mail a formal complaint to Carolyn. Andersomell - thanks for the e-mail address.

SomersetJames

Wow, everyone HAS been busy! With all this information and evidence piling up between us it looks like we should be able to attack easyJet using their own managing staff - what an odd situation. It's infuriating being told two different stories by the two separate entities (easyJet and Bristol Airport), over and over again.

I was just about to call Menzies, but will wait till a little later if there is some action being taken.

Money Saviour - Yes, I made sure I saved the mobile number I was contacted from by Menzies Aviation. It has been utterly invaluable, and has allowed me to push this case forward far further than I would've been able to otherwise. I won't publish it publicly, but hopefully by this afternoon some fairly decisive action will have been taken.

My next step today was going to be to talk directly with Karen Cox, and to get it in writing from her that easyJet owed us all compensation, and to ask her to copy the letter to whoever needs to see it at easyJet for the drones on the lines to accept what is right and fair.

I will check back later to see what progress we have made. And yes, EJ have cancelled a whole host of flights lately...largely on Saturday afternoons, according to the girl at the Chequer Cabs taxi rank at the airport.


Good work folks :T

SomersetJames

JOB DONE

I had been waiting a couple of days for people to post back in this thread with their findings, but decided to go ahead and speak to Menzies once again. I was told that yet another easyJet manager had now been involved, had given consent for the compensation, and had passed word back up the tree. Menzies made an additional comment on my booking before I rang easyJet again, and sure enough....

.....drum roll.....


they are paying the compensation! She tried fobbing me off with 500 Euros first, of course (250 each), but of course we were entitled to 400 Euros, which should be with us in 15-20 working days.


Victory is ours! I hope all the other passengers find this thread. As for the rest of you who have been following my thread already, feel free to call easyJet up now (0871 244 2366) with your booking reference number handy, and you will et 400 Euros per person in compensation It doesn't get us our holidays back, but it helps a little.

Thanks for all your help and feedback everyone, it has been worth it to make them pay up for yet another enormous mistake.

SomersetJames

CityBoy - I am willing to accept defeat there I think, though I may feel different tomorrow! The reason I have huge doubt about being able to pin them down for the first cancellation is that they could claim that they tried to contact us, e.g. claim that they emailed us. We received neither a phone call nor an email, but how could we possibly prove that that was the case? If they are willing to make up false claims of Air Traffic Control intervention in an attempt to come out smelling of roses, I'm sure they could pull the old "Oh, my email must not have reached you" line...do we think?

Money_Saviour

Well done Somerset James - excellent work. I was going to give Easyjet until tomorrow before phoning Menzies again for an update.

I have now phoned Easyjet but alas I DIDN'T get the same response as you and was told again that the flight was cancelled because of ATC and therefore no compensation is payable. The lady I spoke to was, however, more helpful and she told me she would need a note added to my booking reference from Bristol Airport confirming compensation is due in my case before any payment could be made.

It does not seem right than there will not be a mass payout for everyone that claims unless you know to get a note put on your booking (which unless you are part of this thread, you won't be aware of it).

I therefore phoned Menzies at Bristol Airport and it is only a manager there that can add a note to my booking so I will have to wait until the weekend for this to be done. Hopefully then my mind will be put at rest.

Good luck everyone.