Flight delay and cancellation compensation, Easyjet ONLY

Tyzap

You can down load it from the link here.

http://forums.moneysavingexpert.com/showpost.php?p=67691668&postcount=1

Use the search facility to search for 'bird strike' and you'll find lots to read.

Good luck.

Dana_21

Hello,

I am new to the forum so apologies if I am asking something that has already been asked. We had a 5 hour delay on our EasyJet Lisbon to London flight 3 days ago. I have prepared the letter to be sent to EasyJet re compensation but I cannot find anywhere the address to which I need to send this! The EasyJet website has a Notice of Rights but doesn't appear to state anywhere who you'd actually contact to assert those rights

Any suggestions will be much appreciated. Thank you!

111KAB

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

Turbo74

Hi, Similar occurrences may have been mentioned on here before but I can't find any from a brief search.... I was travelling back from Schipol Airport and my 11.55 flight (EZ3002) to London Stansted (on Sunday 4th October '15) was cancelled via text (received 10.25) "due to adverse weather conditions".... I ended up having to transfer the flight to Southend (this took off at 18.50 that evening). Seeing as I arrived at the airport at 10am I was there for nearly 9 hours and had to fly home to an alternative airport. I submitted a claim to Easyjet stating that I had to pay extra in a cab fair home from an alternative airport and received the following word for word response (please note the part stating "gently remind him" and the reference to "technical" issues):


"Dear Mark
Thank you for contacting easyJet
I apologise for the delayed response. We have recently received a large number of emails, which has affected our response time.
Please note that this kind of situation is exceptional, since easyJet does everything possible to meet the expectations and needs of its passengers. The safety of our customers is our primary concern, so whenever there is a technical reason we have to delay the hour of departure of a flight, we will have to do for the good and safety of our passengers.
With regard to your request for compensation, I regret to inform you that according to the terms and conditions of easyJet and the European regulation (EC) No 261/2004 can not proceed with this compensation since reason for this delay was considered extraordinary. Gently remind him that only when the delay is due to non-extraordinary reasons, the passenger is entitled to receive such compensation.
Again, I ask you to accept my sincere apologies for all the inconvenience that this delay has caused. I assure you that their complaints were recorded and forwarded to the relevant departments.
I do appreciate that this is not the answer you were looking for, however we do need to be fair and consistent with all our passengers. Once again I am sorry you had a disappointing time and I do hope your next flight with us is a more positive experience.
Regards
Riddhi
easyJet Customer Services"


Notwithstanding the entirely non personal, outright incorrect reference to the problem and inclusion of the "cut & paste" management speak element of their "sincere apologies".... I am unsure as to whether I have a valid claim or not... I read somewhere that weather is an extraordinary circumstance but if it causes a cancellation of a flight as opposed to a delay and the knock on effect is that my plane did not arrive that I can claim - is this correct? Or do I have to try and make a claim on my travel insurance?


Thanks for any potential helpful responses,
Mark

Caz3121

I think you are referring to knock on effects where the aircraft was affected on a different rotation. Given that flightstats shows a considerable number of delayed and cancellations on your date I suspect that the weather in Amsterdam was the reason so cannot see compensation being due
Under duty of care you are entitled to reimbursement of refreshments whilst you waited. Had you been reaccommodated the next day, the airline would have been responsible for accommodation and meals during the delay even though it was not a compensation applicable delay
As to whether the taxi should be reimbursed, that will likely be down to what was agreed on the day. I had one recently where the LHR-EDI was cancelled. rather than stay overnight at the airline's expense and travel the next day I chose to fly to Glasgow but was advised that, as this was my choice, I would not be provided or reimbursed for travel

chris1955

Hi I posted back in June about the above flight and after various replies I initially rang easyJet customer services who advised me that it had been classed as a security issue and as such easyjet were not liable. I then proceeded to lodge a formal claim with them but despite 3 emails they failed to even acknowledge receipt of the claim. Subsequently I wrote to the CAA in Cyprus with the details and lo and behold 2 weeks after receiving acknowledgement from Cyprus I received the following from easyJet yesterday:


Please accept my apologies for the delayed response to your recent query. We are receiving an unprecedented amount of enquiries at the moment and this has affected our response times, so thank you for your patience.
The Flight Disruption Report(FDR) for your flight EZY 1976, Paphos - Manchester on 7th June 2015 has been re-classified to Non-Extraordinary and I am delighted to tell you that this means that you and the other passengers on your booking are entitled to EU Compensation of €400 each.
I can see that your booking was made via a third-party so please send me the last four digits of the card that you would like to receive your payment. I will also need a contact telephone number and a convenient time to call you to receive the rest of the card details.


I rang them yesterday to provide my card details and have been promised payment within 15-20 working days. Moral of the story is do not let them put you off by what they tell you verbally or by them ignoring your claim. Follow the process.

cooky44

I have complained to Easyjet this morning regarding a flight delay on 9/10/2015 from Budapest to Gatwick - because it was delayed by 4 hours , i lost all my rail connections.
This is the reply I have recieved:
Thank you for contacting easyJet.

I apologise for the inconvenience caused to you due to the delayed for flight. I understand that you want compensation for the same.

Please note that this kind of situation is exceptional, since easyJet does everything possible to meet the expectations and needs of its passengers. The safety of our customers is our primary concern, so whenever there is a technical reason we have to delay the hour of departure of a flight, we will have to do for the good and safety of our passengers. Thus, your flight 8424 on 09-October-2015 was delayed.

With regard to your request for compensation, I regret to inform you that according to the terms and conditions of easyJet and the European regulation (EC) No 261/2004 can not proceed with this compensation since reason for this delay was considered extraordinary (uncontrollable).

I would like to inform you that only when the delay is due to non-extraordinary reasons (uncontrollable), the passenger is entitled to receive such compensation.

Again, I ask you to accept my sincere apologies for all the inconvenience that this delay has caused.

EasyJet recognizes the right of its passengers from taking legal means they think appropriate.

For any urgent queries, please contact our Customer Service Team on 0330 365 5000 between 08:00 to 20:00 (UK local time).
Regards

Leena
easyJet Customer Services

I have sent a letter via Resolver but how do I proceed with an answer to this.
Thanks

111KAB

cooky44 - read Vauban's Guide and if you firmly believe your claim is valid (and on the face of it it is) tell easyJet to foxtrot oscar and go from there. Assume that a technical problem was the reason for delay and not bad weather etc.

silverdisk

Easyjet flight EZY6703 1/6/2015 was delayed due to crew change from 16.15 to 23.00 from Belfast to Alicante. We have emailed them and they replied exceptional circumstances- wind. They had at least 3 other flights leave on time from the same gates, we saw them leave. We saw the replacement crew arrive from London, early, from an easyjet plane at the same gate, we heard the pilot tell us she was sorry about the delay in getting there. I tweeted them and they say the same- wind.Why do they deny what is the truth? We have a screen shot of their web page telling the world it was a crew change! My instinct is to jump in to legal proceedings I am so angry with them, the first three days of my holiday were ruined recovering from arriving at 02.30 at ALC and 05.30 into hotel. I have emailed them, letter before action, tweeted and finally, after legal action has been instigated they send this email in response to a tweet.


Dear James,
Thank you for your recent contact with us.
Please accept my sincere apologies for the time taken to deal with your case. We have recently received a large number of e-mails which has affected our response time.
I can confirm that you have addressed your claim to the correct department. I'm sorry if you're not satisfied with our previous response. I've checked the Delay Report for your flight 6703 on the 1st June '15 and I'm sorry to hear that your flight was delayed for so long. I can imagine how frustrating this must have been. I can confirm that the report states the delay was due to the wind in Belfast.
There are two reasons a flight can be delayed or cancelled - extraordinary and non-extraordinary. To explain; extraordinary circumstances indicate that easyJet did everything they could to prevent the delay but were unable to do so. In this instance compensation would not be payable. Conversely if the delay is classed as non-extraordinary compensation would be payable as we could have prevented the disruption.
On this occasion the delay's classed as Extraordinary and therefore I am unable to offer compensation to you. I appreciate that this is not the outcome you were hoping for. We work really hard to keep our costs and ultimately your fares low and the potential increase in costs by paying compensation far in excess of the fare price places a huge financial burden on us as an airline and will ultimately lead higher fares for all which is not in the long-term consumer interest.
I assure you that our flight delay reports are put together by a team of highly trained independent aviation lawyers who specialise in their field. This means that each report has been fully investigated by the time we are able to discuss their findings with you and can be upheld in a court of law.
I do recognise the inconvenience that this will have caused you and would like to assure you that we strive hard to make travel easy and provide the best possible service for all our passengers. I sincerely hope that this unfortunate experience will not deter you from flying with us and I do hope you’ll allow us another opportunity to provide you with a more positive experience in the future, as we consider it our privilege to have you on board.
I'm sorry to be the bearer of disappointing news but I hope this has been clear and helpful.
So there you are, wind, not crew change, not maintenance but a wind that did not disrupt other flights from the same boarding gates and not the flight bringing in the new crew but still I am terrified of the might of easyjet versus me. Give me some hope fellow forum posters, please.

Caz3121

using flightstats there were 12 flights due to depart between 16:15 and 20:00
1 flight has no information re times
3 flights departed on time
8 flights were delayed
whilst your flight certainly had the longest delay, it was not the only delayed flight around that time

using EUClaim and entering the flight number it states
Our data shows that the airline can claim 'exceptional circumstances' e.g. there was a strike or bad weather conditions. This means they can't be held responsible and can't be forced to pay compensation.

While it is possible to claim compensation it's unlikely you'll be successful. We recommend not pursuing this case.

However Bott&co shows there may be a claim for €400 so would suggest either commencing court proceedings yourself if you are certain the delays affecting the aircraft that day were not related to weather, or passing it over to Bott since they seem to think they could win