Flight delay and cancellation compensation, Easyjet ONLY

Vauban

Grumpycat wrote: »

Thanks for all the replies, I am new to this and really appreciate any support and advice!

Mark2spark - we arrived at the airport at about 6pm for our 9.05pm flight, we started to queue for check in but nothing happened, then all the easyjet flights started showing as cancelled about half an hour later, one by one not all at the same time. I only found out by hunting around for some other English speaking customers who told me what had happened to the runway as the Easyjet staff were avoiding direct contact with anyone and had actually stopped manning the customer service desk!
I believe that all flights were grounded as the tannoy announced a number of other flight cancellations (none of easyjets though!). I assume our plane had arrived ok but was unable to board and take off. Apparently one flight had boarded and the customers had to subsequently return to the airport without their luggage - they were even more annoyed!
We were told to queue over the far side of the easyjet area and by about 10.30pm we were confirmed on flights from Bologna airport the following afternoon at 12.05pm as the next flight they could offer from venice was two days later which we obviusly couldn't wait for. We queued for over 3 hours with no updates whatsoever and the check in person just said we'd get a hotel once everyone had re-booked their flights. Then at midnight all the staff went home with no mention of accommodation or food/drink.

Thanks

Hmm. If the airport was closed, that is extraordinary circumstances. So they should have provided a hotel etc, but IMHO you are not entitled to 261/04 compensation. Sorry.:(

Grumpycat

They told us that the next available flight the following day had been booked up by the time we got the front of the queue, I've seen from a post on here that the flight from Southend was cancelled which would have been the one we should have arrived home on so I'm not sure whether it made it to Venice or not really.
I've guessed that easyjet will stick with it being an extraodinary circumstance but do you think they treatment we received is worth fighting for alternative compensation?! I'm not really sure how it works but their treatment of everyone at that airport was inhumane, the parents with kids were livid and rightly so!
Just feel that they deserve to pay when treating people that way!

Sparks33

I have read stories on here about the helpfulness of Easyjet and their successful compensation payouts. However, I've experienced the exact opposite, even though mine appears to be a clear cut case Easyjet still claim 'extraordinary circumstances' for the technical failure which delayed my flight for 10 hours.
My question is, has anyone yet taken their claim against Easyjet to court?
If so, what was the outcome?

Ich_2

The treatment is typical the airline method of not actually having their own staff, in most cases, handling the ground services!
Though in Easyjet uniform I doubt any one of them actually works directly for the airline but for a ground handling agent. What vested interest do you think they have in the airline's customers - but that is a whole other discussion

Mark2spark

Grumpycat, I tend to agree that from the information to hand, it would appear that the delay has stemmed from an event that is beyond the airlines control, and therefore no delay compensation under the EU261 Regulation is going to be payable.
To confirm this, you will have to contact the CAA (link in the FAQ's sticky) and commence an enquiry.
That isn't the end of it. You clearly were denied the duty of care from the airline - disgracefully IMO - and in order to claim for this you will have to take this up with Customer Services. However, you would normally have to provide receipts etc for hotel stays - which you didn't have - and receipts for meals, also any taxi fares. So, if you haven't had any of these, you will be applying for an ex gratia gesture of goodwill for the inconvenience and suffering, which unfortunately there is no set table for, so you are going to be in the airlines hands.
This set of circumstances is exactly the reason for the coming of the EU 261 regulation, and IMO there should be a mandatory fine for airlines that fail to provide the duty of care required of them, but I digress.
Really sorry to hear of your tale, and hopefully the CAA will be of more assistance.

MoscowFlyer

MoscowFlyer wrote: »

Well they took their time in replying (I submitted the claim online on 30th Jan) but I've just had confirmation that they're going to give me €500, so all has ended well.

Just an update to this. They sent me a consent form which I got my wife to sign and I sent it back. They asked me to send it again as not all passengers signed it. Well I was the only other passenger other than my then 11 month old son, so I signed it twice, for both me and him (he's now 6) and sent it back with a sarcastic note mentioning the fact I didn't realise I needed to consent to receiving money on behalf of myself and that the compensation only covered two passengers anyway, as I assumed my son wouldn't be covered as he didn't have his own seat.

I heard nothing back, so chased a week later. They hadn't done anything with the form for some reason but confirmed they were processing a refund of €750 which I'd get within three weeks, so they'd actually recalculated it to take my son into account. Just checked and it's hit my account this morning :beer:

sallysaver

Good news indeed and gives me a little more incentive to 'stick with it' so to speak. I first started negotiations on the 17th Jan (recorded delivery method) followed by email communication since, and apart the email acknowledgements, I am still waiting for some, indeed any correspondence, to arrive. It is my intention to wait a little longer before emailing again asking for a reply. Enjoy your compensation. Sally

paul_76

Hi,

I am after some guidance please on a claim we are trying to make against Easyjet, which they have so far dismissed.

My family and I were delayed by 24 hours on a flight from Malta to Gatwick in 2010, which was initially caused by a fault to the plane. The plane was fixed after several hours but by then the crew were outside of their flying hours and were unable to fly us back. As a replacement crew was not available, we were put in a hotel overnight. We flew back the next day – presumably on the same plane (although we now had a different flight number).

We contacted them about compensation at the time, but they rejected this on the basis that the delay was caused by a technical problem which was beyond their control. After reading about the recent EU ruling, we thought we would have another go and recently sent of a letter using the MSE template. This is the response we received yesterday…..

“Thank you for writing to us.

A letter has been received dated 19 February 2013.

I am sorry to learn of the delay to your flight. We strive to provide a timely and efficient service for all of our cherished passengers. Please note that it not our intention in any way to cause stress or burden to their personal schedules. We our best to minimize disruption periods. However due to unforeseen circumstances, achieving a timely departure and arrival is not always possible.

Your flight EZY 8824 on March 22 2010 from Luqa Airport, Malta to London Gatwick Airport was delayed due to a serious technical emergency, requiring our immediate attention. As this instance was beyond our reasonable measure of control, I will not be able to process an EU Compensation. Be assured that we will strive to be punctual in our services, bearing in mind the safety and well being as well as the personal schedules of our customers.

Wish you pleasant journeys ahead.

Yours sincerely

Aris
easyJet Customer Services”


It’s much the same response as we had first time around, but they have again ignored the fact that they could not provide a crew to fly us home when the plane was fixed, which caused the bulk of the delay to our flight.

Is this worth pursuing further?

Thanks
Paul

Mark2spark

If the EC is genuine, then the knock on effect of an out of hours crew, doesn't count, as the original of the problem stemmed from an EC.
Stemmed being a word the ECJ uses.

So, it's proving the EC is genuine. Ask again for decisive documentary evidence that proves this.

paul_76

Mark2spark wrote: »

If the EC is genuine, then the knock on effect of an out of hours crew, doesn't count, as the original of the problem stemmed from an EC.
Stemmed being a word the ECJ uses.

So, it's proving the EC is genuine. Ask again for decisive documentary evidence that proves this.

Thanks Mark2spark, I will go back to them and see what I can get.