Easyjet overbooking/off loading passenagers

tower

We have just returned from our holiday in lanzarote, and wanted to share an incident we witnessed on our departure from gatwick with Easyjet.
We had all(passenagers) checked in and been called to the boarding gate, had our tickets checked and waited to board the plane. Just as they announced speedy boarding, a family of five were called back to the boarding gate desk and informed they have been off loaded as the flight was overbooked. They were offered flights two days later.
I think this is a terrible way to treat people, but it got me wondering what their rights would be. After all they had paid to get to the airport (parking,hotel)and would now have to return and Lost two days of the holiday.

pulliptears

Years ago I flew to Chicago with my parents and was catching an internal flight from O'Hare to LAX. The flight had been overbooked and we were approached by an American Airlines rep who offered my Dad $100 for each of us to catch the next flight one hour later. I was 16 and my eyes lit up at the prospect of an extra $100 spending money. Annoyingly Dad refused, but it only took moments for someone else to accept the offer.

I imagine if Easyjet couldnt get the family on the flight then they would be responsible for their food and accommodation until the next one?

fluffnutter

pulliptears wrote: »

I imagine if Easyjet couldnt get the family on the flight then they would be responsible for their food and accommodation until the next one?

But if I were turned away from an out-going journey and my next flight wasn't for two days I'd go home, so food and accomm would be irrelevant. The fact is they've lost two days of their holiday. I'd hope they could claim something but who knows. It's easyjet. The flights are cheap for a reason!

Darksun

Their rights are clearly defined by EU regulations

When an air carrier reasonably expects to deny boarding on a flight, it first calls for volunteers to surrender their reservations in exchange for certain benefits. If an insufficient number of volunteers come forward to allow the remaining passengers to board the flight, the air carrier may then deny boarding to passengers against their will, in which case it must compensate them.
Air carriers give priority to persons with reduced mobility and any persons accompanying them.
In the event of flight cancellation or denied boarding, the passengers concerned have the right to:

• reimbursement of the cost of the ticket within seven days or a return flight to the first point of departure or re-routing to their final destination;
• care (refreshments, meals, hotel accommodation, transport between the airport and place of accommodation, two free telephone calls, telex or fax messages, or e-mails);
• compensation totalling:

- EUR 250 for all flights of 1500 kilometres or less;
- EUR 400 for all intra-Community flights of more than 1500 kilometres, and for all other flights between 1500 and 3500 kilometres;
- EUR 600 for all other flights.

http://europa.eu/legislation_summaries/consumers/protection_of_consumers/l24173_en.htm

Whether or not the compensation is fair is a decision I'll leave up to you

tower

Hi, they didn't ask for volunteers this family just happened to be the last to check in(on time). They tried to stand their ground, but were basically told tough your bag have been off loaded and you're not going.
Thanks for the info.

Freddie_Snowbits

Cheap airline, crap service

Dr.Rock

Their rights? They have the right to book with a decent airline.

I expect their insurance would reimburse them any losses like hotel, car hire, excursions and the compensation from Easyjet would cover their insurance excess and minor charges (e.g. getting home and coming in again in 2 days).

PZH

Dr.Rock wrote: »

Their rights? They have the right to book with a decent airline.....

But is it not the case that most ( if not ALL ) airlines overbook their flights and rely on people not showing up ?

Not sure I agree with the principle ( If I have bought a ticket, turn up in plenty of time, and the flight is still ok, I would expect a seat ) but I can also see the airlines problem that empty planes cost money.

However, I would have expected that the check-in staff would have realised the flight was full and advised the remaining passengers before they got to the boarding gate.

tower

But surely if someone didn't show the seat is still paid for. We were just glad it wasn't us. I know airlines do overbook, but assumed this was on more regular flights used by businesses and not holiday flights.

SandC

Also, I've tried to cancel a flight with one of the no frills airlines in the past, I forget which one of the two main ones it might have been. I was told on the phone not to bother, just don't turn up they said. Even though I knew I wasn't entitled to a refund I still considered it courteous to call but seems that was a waste of time. At least with the major airlines a cancellation will be logged.

J-Man_4

When i used to work for a handling agent on behalf of FlyBE flights were generally always overbooked due to the amount of no-shows.

We used to ask for volunteers and if there were none we worked from the last to check in. Perks were quite good if you volunteered, one guy being offered a night in the Radisson SAS hotel at manchester airport, meals, £150-200 plus a free transfer on the next flight in the morning. Generally the average rate is around £150 per person including children (not infants) as its classed as 'Denied Boarding' but not under the same category as being drunk etc.

I did have to kick off a guy as we had no volunteers on a flight that was already delayed by 5hrs, but when they heard the rate had been upped from £150 to £200 a rather large show of hands appeared

As a previous poster has said, final numbers arent confirmed until check in is complete and closed due to late passengers, so having people at the gate sometimes is the only option (unless the flight is fully checked in early ...quite rare and then people will be refused from there on without going airside)

Being the handling agent we were faced with all the abuse though and it was never pretty..but it was out of our control as FlyBE's head office did all the bookings and allocation.

The same works with aircraft weight as it needs to be safe to fly and 'trimmed' accordingly. Weight and balance to everyone else. In this case anyone with excess luggage goes first even though they have paid the extra for it. Its not rare for passengers to go at all. Same story, denied boarding and EU regs apply.

I disagreed with the practice but couldnt say anything as it put food on the table for me and my little girl. It is however very common with low cost airlines. However..dont expect anything from Ryanair.