Flight delay and cancellation compensation, Easyjet ONLY

sallysaver

andyg1 wrote: »

Hi Sally,

I too have written via recorded delivery and have not yet got a reply but it was only 1 week ago they received it .

The replies i am getting are via e-mail , after e-mailing them . You are only dealing with customer service who from reading this thread simply try and fob you off.

They know mine was a last minute technical problem , but can not access the engineers report , so i will report back how i get on

Thanks for the info. I don't have a reason for our flight cancellation as unfortunately the check in girl at Barcelona didn't know the reason why the flight was cancelled. There clearly was nothing wrong at the airport as flights were taking off all the time. We arrived at the airport and after looking at the screens, it was only then that we realised that the flights to Newcastle & Gatwick were cancelled. No Text message or email to notify us.
It was a good job we turned up at 9 am the next day (flight leaving at 2pm) because the line was already lengthy. Can you imagine the scene trying to put 2 flights onto one plane. It was horrendous with some passengers almost coming to blows

mrsboss

We were delayed over 3 hours last October due to the pilot being taken ill. I had no idea I could claim anything - I just saw an article on the lunchtime news. Later that day I thought I will just send an e mail to Easyjet to ask. I went on their contact us section of the web site and wrote a sentence - including names (there were 3 of us) and flight numbers - which I still had in an old e mail. Two days later I was shocked and suprised to get an e mail back from someone called Karina at Easyjet stating I was entitled to 1200 euros!!!! All I had to do was complete a really easy claim form and send it back-I printed it - scanned it back in - as it needed signatures and sent directly back to Karina. Today I have received an e mail to say 1200 euros has been credited to my account!!! It hasn't hit the account but it usually takes a few days. WOW RESULT! The whole process took about 2 weeks.
We were also delayed on a Monarch flight a few years ago but I do not have the flight number or even exact date - does anyone know if I can still claim - I assume they have records? I have e mailed them too but no response.

Briggie

Just received a surprisingly apologetic email from Easyjet saying that they will be giving me €800 for two tickets on a delayed return flight from Lisbon to Gatwick last July. It was only 9 minutes over the 3 hour minimum delay, so what a great result! It is particularly surprising, as the only reason we were on that flight was because a couple of months before traveling, Easyjet moved our evening flight to a morning flight, meaning we would have lost a day of our 3 day break. Easyjet were very unhelpful when this happened, and we had to pay out for another night of accommodation to ensure we got the 3 day break we had planned, so I now feel a little smug???!! Well worth pursuing.

sallysaver

I have just received an email from Easyjet apologising for the delay in responding to my recorded delivery letter (17th January 2013) and my subsequent email which was sent Sunday 24th February to which I attached a copy of the original letter.
Briefly our flight was totally cancelled until the next day, no-one appeared to know the reason why and we were whisked away to a hotel for the night and told to turn up the next day.
In the letter they have, the date, (May 27 2010 and the scheduled departure time 2.00pm and the flight number) but the email is now asking for the booking reference which unfortunately I do not have seen as it is almost 3 years down to line. I don't what to upset the apple cart at this stage (I am thinking that if there was no chance of a refund, they would have said so in the email) but are Easyjet being awkward or is the booking reference number really required. Thank you for any information.

Mark2spark

sallysaver wrote: »

I have just received an email from Easyjet apologising for the delay in responding to my recorded delivery letter (17th January 2013) and my subsequent email which was sent Sunday 24th February to which I attached a copy of the original letter.
Briefly our flight was totally cancelled until the next day, no-one appeared to know the reason why and we were whisked away to a hotel for the night and told to turn up the next day.
In the letter they have, the date, (May 27 2010 and the scheduled departure time 2.00pm and the flight number) but the email is now asking for the booking reference which unfortunately I do not have seen as it is almost 3 years down to line. I don't what to upset the apple cart at this stage (I am thinking that if there was no chance of a refund, they would have said so in the email) but are Easyjet being awkward or is the booking reference number really required. Thank you for any information.

Log on to easyjet site and search your history of bookings.
Mine go back several years.

SammyJ

Hello,

I sent the standard letter to Easyjet on Monday, although I had to amend slightly as our original flight which was delayed overnight due to needing a replacement tyre to be brought from another airport, was officially cancelled and an extraordinary flight was put on for the following morning. Basically it was a 13 hour delay with an overnight stay.

This morning I received the following reply from Easyjet:

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1st March 2013

Dear Miss ,

Let me first apologise for the delayed response, as due to adverse weather conditions, we are receiving a number of e-mails on a a daily basis, due to which our average reply time has increased.Please be assured this is not of our usual standards.

I am very sorry to hear about the cancellation of your flight. We work hard to provide our passengers with a punctual and reliable service. Cancelling a flight is always the last resort as we understand how frustrating it is for you.

In your case, unfortunately we had to cancel your flight for technical reasons. A situation like that is considered, under our Carrier's Regulations and European Law, to be outside our reasonable control. For this reason, I'm afraid we cannot offer you any compensation.

I apologise once again for the inconvenience this entire ordeal has caused to you and I truly hope that this unfortunate experience will not deter you from using our services again in the future.

Yours sincerely

Sandeep Yadav
easyJet Customer Services

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From what I've read technical issues are not sufficient reason for not paying compensation, but I just wanted to double check this with you.

Presumably my next step is to write back pointing out the rules which state that only extraordinary circumstances will allow an airline to get out of paying compensation. Have I understood correctly?

Many thanks in advance for your help and advice.

SammyJ

sallysaver

Mark2spark wrote: »

Log on to easyjet site and search your history of bookings.
Mine go back several years.

Hi,
Thanks Mark2spark, but I have already done that and it is not showing. I suppose its worth checking a second time though.
I am hoping its just delaying tactics on Easyjet's part as they must have their own records. Will post any updates that may (or maynot) arrive. Thanks again. Sally

Mark2spark

sallysaver wrote: »

Hi,
Thanks Mark2spark, but I have already done that and it is not showing. I suppose its worth checking a second time though.
I am hoping its just delaying tactics on Easyjet's part as they must have their own records. Will post any updates that may (or maynot) arrive. Thanks again. Sally

Hi Sally, from memory there was a tiny little arrow or number at the bottom somewhere that revealed a second page that had older details on it.
Fine tooth comb time lol

sallysaver

Oh Thank you again. I have logged into Easyjet, checked 'my easyjet' and 'my bookings' and nothing, but I'm off to check again your latest advice. Sally

sallysaver

I have found nothing of any consequence really, apart from an email address located in the Q&A section [EMAIL="customerservices@holidays.easyjet.com"]customerservices@holidays.easyjet.com[/EMAIL] which states that if you email them with the date, lead passenger and contact telephone number they may be able to assist. (all info they already have)
I don't know whether to give this a go or just answer their email very nicely saying as its almost 3 years ago. I am unable to assist on this occasion! Thinking cap on. Once again thanks for your help - sally