Flight delay and cancellation compensation, Easyjet ONLY

laurielvscombat

Hi is this the correct address for me to send my recorded letter for a compensation claim?

easyJet Airline Company Limited
Hangar 89
London Luton Airport
Bedfordshire
LU2 9PF

tinkerbell63

We received an email saying our claim was accepted and we would be getting a cheque for 800 euros. Ha! That hasnt materialised! We have sent countless emails, rung them etc. They give excuse after excuse - and bearing in mind they initially said the cheque would take 20-30 working days to reach us. We waited, no cheque - their excuse...we didnt have the address. Absolute joke!!! Husband on phone to them now - latest excuse, they didnt have the last four digits of our card?!? What card??!? Seriously people, dont be relying on your money coming through for at least 5 months!! I would never book with easyjet again purely for the total lies their apparent customer service have come out with. I have no trust in this company whatsoever!!

dxc_chappie

tinkerbell63 wrote: »

We received an email saying our claim was accepted and we would be getting a cheque for 800 euros. Ha! That hasnt materialised! We have sent countless emails, rung them etc. They give excuse after excuse - and bearing in mind they initially said the cheque would take 20-30 working days to reach us. We waited, no cheque - their excuse...we didnt have the address. Absolute joke!!! Husband on phone to them now - latest excuse, they didnt have the last four digits of our card?!? What card??!? Seriously people, dont be relying on your money coming through for at least 5 months!! I would never book with easyjet again purely for the total lies their apparent customer service have come out with. I have no trust in this company whatsoever!!

5 months? Since you have an email confirming your claim has been accepted I would suggest you forget about sending countless more emails and instead send an NBA giving 14 days, then start a legal claim. That will certainly focus their attention.

RedRag

Compensation plus interest!

A claim was submitted to easyJet in March 2014 regarding a 5 hour delay in 2011 - the claim was for 2 x 400 euros = £640. The claim was rejected on the basis of 'technical reasons' being interpreted as 'exceptional circumstances' and therefore not covered for compensation. Next stage was to go through the CAA complaints procedure who agreed with easyJet that 'technical reasons' amounted to 'exceptional circumstances' and therefore there was no case for compensation. I might have left it at that but the email from CAA suggested that if I disagreed then I could take the matter to court and they provided a web link. Out of curiosity, I clicked the link to find out a bit more and was surprised to find that it was quite a straightforward process with lots of help available. The fee to submit a claim was £60 and I decided it was worth a gamble. I filled in the form and then I was presented with an option to claim interest as well - I thought why not? The system calculates the interest for you - I put in the date of the flight as the start date and it calculated an extra £166 based on £0.14 interest per day since 2011. The claim also included a refund of the £60 court fee. So the total claim was for £866. After submitting the claim online, I received paperwork from the court which told me that easyJet had 14 days to pay in full, admit to just some of the claim, file a defence or if they do nothing then I could get a judgement against them. I thought that the best outcome would be that they admitted the compensation but not the interest element. Imagine my surprise when I got a reply from easyJet admitting the claim in full including the interest and about a week later I got a cheque for £866. I would suggest to anyone that feels daunted by the prospect of court action not to be put off - it is all done online and is as easy as filling in a few text boxes on the website. If easyJet had decided to fight the case then I might have decided at that point not to proceed or perhaps contact one of those 'no win no fee' lawyers.

[Deleted User]

Hello


Thanks in advance for any assistance that you might be able to provide collectively!


I was due to take an Easyjet flight last Friday (4 July) from Luton to Edinburgh (EZY019) departing at 20.20. On the way to the airport, I received a text stating that "We're very sorry, due to substituting to another aircraft your flight has been delayed. Our airport staff will keep you updated and provide you with refreshment vouchers. We apologise for the inconvenience".


I arrived at Luton shortly afterwards and noting the length of queues at check-in desks and knowing how fraught the security process can be there at the best of times (plus thinking that a *bit* of a delay would be tolerable not catastrophic!), I went straight through security. I then saw the check in screens for the first time and noted that my flight was expected at 01.10!! Needless to say there was nobody in Departures who could help or advise...


I was due to pick up a car in Edinburgh to make an onward journey to a wedding the next morning. I called the car company and discovered that there was no out of hours pick up available - particularly post 02.30!! On that basis I decided my options were either take the flight and sleep somewhere at Edinburgh then pick up the car or sleep somewhere in Luton and see if any flights were available first thing in the morning. I eventually managed to get back to the main check-in area and spoke to a succession of unhelpful and incompetent people on the easyjet customer service desk. Making no progress I reluctantly re-booked onto an earlyish morning flight. I then found somewhere to stay, took a taxi there and back to the airport in the morning. I took the morning flight to Edinburgh, picked up the car and made it to the wedding with minutes to spare.


I see that the flight I should have taken arrived over three hours late (01.07 on Saturday 5 July as opposed to 21.20 on Friday 4 July).


My very basic question is - can I apply for the 250EUR compensation OR are easyjet going to claim that by rebooking, I effectively bought myself out of the original flight? I can't find any guidance on this anywhere and am very wary of Easyjet's general approach!! Overall the net effect is the same - if I had taken the flight, I would have still been three hours late - as it was I was significantly more so....


Thanks!

David_e

specialk1981 wrote: »

My very basic question is - can I apply for the 250EUR compensation OR are easyjet going to claim that by rebooking, I effectively bought myself out of the original flight? I can't find any guidance on this anywhere

Have a read of the Regulation (261/2004). I believe it covers your situation.

stevew48

stevew48 wrote: »

I first posted about my delay above in November and after several emails and letters to Easyjet I decided to commenced legal proceedings by issuing a small claim via MCOL. Mark2Spark responded to the above post and in his opinion smoke in the cabin does not constitute an extraordinary circumstance.

Easyjet's defence relies on Sturgeon C-402/07 & C-432/07 as well as Nelson C-581/10 & C-629/10 and also McDonagh C12/11 AG Bot .
Easyjet state that during the cruise phase of the previous flight to LGW the cabin crew reported a smell of smoke in the cabin. They state that this is a non dispatch issue as per Airbus aircraft operational guidance. When the aircraft landed they say that the aircraft was taken out of service for a full investigation to be carried out.

As mentioned above the Captain of the aircraft came the gate to apologise for the delay which he said was caused by a faulty air conditioning unit which had initially started to malfunction on an early flight.

Easyjet further state that
An easyjet engineer investigated and the following action was taken

a) The investigation found that the issue was coming from the engineers
b)A pack burnout was completed and the issue was rectified as 15:00Z


Both the above appear not to make sense to me.

They further say that ;

The safety issue arising from the smoke was totally unexpected, unforeseen and no reasonable measure could identify any problems which would cause an issue before it actually occurs.

They go on to quote the Montreal convention and then para 25 and 26 of Wallentin-Hermann. However, easyjet believe that they have a real prospect of defending the claim because of a number of points.

Briefly these are That the technical defect did not come to light during maintenance, The issue arose during the actual operation of the flight forcing the aircraft to divert to the nearest airport -
The aircraft landed at LGW delayed but as expected from its outbound journey it did not divert back-



Also mentioned is As recently as 12 Apri 2013 European regulators published preliminary list of issues which are deemed to be extraordinary Easyjet are using smoke, fire fumes on board the aircraft unless the problem has been caused by a part not being maintained iaw the required maintenance program or due to a failure to follow appropriate operational procedures.

Easyjet further quote para 67 of Sturgeon in that having recognized the estimate repair was 3-4 hrs they swapped the flight for a spare aircraft. This took 2 hrs to prepare in addition the technical issue which caused the delay. Hence the flight was delayed by 3hrs 18 mins arriving at PFO.

Our flight was to FCO not PFO !!!!

I apologise for the length of this post but I have seen few if any posts about smoke in the cabin and whilst I am grateful of the original response of mark2 Spark I would also appreciate the thoughts of the other legal whiz kids inc Coby Benson and Legal Magpie amongst other esteemed posters.

Many thanks

Steve w

Hi all,

Today I collected a recorded delivery letter from my local sorting office sent from Easyjet. I fully expected it to be advising me of their request for a further stay but to my surprise a cheque for the claimed amount was attached.

Many thanks to all who have assisted me , in particular Centipede for starting the forum, Mark2Spark, Vauban for his help in preparing my skeleton argument, legal magpie and many others.

:j:beer::j:beer:

stevew

JPears

stevew48 wrote: »

Hi all,

Today I collected a recorded delivery letter from my local sorting office sent from Easyjet. I fully expected it to be advising me of their request for a further stay but to my surprise a cheque for the claimed amount was attached.

Many thanks to all who have assisted me , in particular Centipede for starting the forum, Mark2Spark, Vauban for his help in preparing my skeleton argument, legal magpie and many others.

:j:beer::j:beer:

stevew

Congratulations :T

IKEJA

Easyjet flight Newcastle to Alicante was delayed >4 hours. Easyjet have acknowledged that this was due to a technical fault on the plane, a stand-by plane being brought over from Berlin... apparently. Although recent High Court ruling(s) find that a technical fault is not an extraordinary circumstance Easyjet now claiming the type of techincal fault is - audio management system. Any advice from Forum Users and / or MSE? A terrorist attack or Iceland's ash cloud, yes extraordinary, but a fault is a fault, surely it not being right that airlines can select which faults are deemed extraordinary and which are ordinary as I'm sure airlines will now simply classify ALL technical faults as extraordinary.

Vauban

You have a lot of reading to do. Start here: https://forums.moneysavingexpert.com/discussion/4896454