Flight delay and cancellation compensation, Easyjet ONLY

Matt15

Hi,

I have contacted Easyjet regarding compensation for a flight that was delayed by 6 hours. I provided all the required information in my e-mail. Date of flight, scheduled time, exact number of minutes of delay, booking number, passenger names, flight number, etc. I got a reply from Easyjet customer services saying that they would look into it but seeing as the flight was so long ago (Oct. 2008) it would take some time to look up the details. Surely it would take them a matter of minutes to look up the details as I provided them with the booking number and flight number? They are clearly trying to fob me off hoping that I will forget about it. Is there anything I can do to let them know that I am not going to drop this and get them to speed up the process?

Thanks in advance.

Matt

Mark2spark

Seeing as Easyjet are playing ball with most of the claims Matt, IMO give them a chance to come up with the goods.
Frustrating, I know. At least it's not Monarch where 15 weeks just to get told NO it's EC is the norm :undecided

sallysaver

Matt15 wrote: »

Hi,

I have contacted Easyjet regarding compensation for a flight that was delayed by 6 hours. I provided all the required information in my e-mail. Date of flight, scheduled time, exact number of minutes of delay, booking number, passenger names, flight number, etc. I got a reply from Easyjet customer services saying that they would look into it but seeing as the flight was so long ago (Oct. 2008) it would take some time to look up the details. Surely it would take them a matter of minutes to look up the details as I provided them with the booking number and flight number? They are clearly trying to fob me off hoping that I will forget about it. Is there anything I can do to let them know that I am not going to drop this and get them to speed up the process?

Thanks in advance.

Matt

Matt,
I too would give them more time. There seems to be no set time pattern with Easyjet. Some claiments are being seen to relatively quickly, whilst others are waiting some considerable time. Its the luck of the draw I think.
You are correct regarding more evidence. In my case I didn't have the Booking Reference for my 2010 claim. Then a snippett of info was posted on this site which I followed and rang EJ's customer services and within minutes I had the relevant piece of info from a very nice, helpful, young man so there you go. Yes EJ needed only to look on the system, but instead went the long way round probably to waste time. At present I have waited since end of Feb for the promised update, so it won't be much longer till I give them a nudge. So, keep going, be patient (easier said than done) and hopefully you will get there in the end. Sally

iamichi

I had an 8 hour delay to a flight from London to Tel Aviv with easyJet. I used flight-delayed.co.uk to try to claim €1200 (2 passengers) and have written to them twice. Neither time have they replied to the letters within the 6 weeks. In fact they've had about 6 months in total to reply to the two letters, so I've just sent a complaint for to the CAA to get them to validate the claim before trying to get easyJet to pay up. I've had a claim settled by BA within 2 weeks (cheque in hand), in the mean-time easyJet are looking really bad in my eyes, having failed to respond to my letters twice.

DOODLEBUG

Hi.

My husband and I were due to travel from Belfast International Airport to Gatwick on 15th Feb 2013. After arriving at airport with our boarding passes preprinted we discovered that there was to be a four hour delay with the flight.

As we had to be in London to meet someone we had to get our car out of the prepaid car park, and drive to Belfast City Airport and buy a new flight to Heathrow.

We have received an apology from Easyjet saying the problem was due to a Technical difficulty with aircraft. I have checked flight stats and it shows our flight arrived at 11.59pm. It was due to arrive at 20.25.

Am I entitled to compensation or just to a refund of my ticket costs.

Thanks in advance

DOODLEBUG

Thank you Centipede for your reply.

The rules seem rather unfair as if i had not changed our flights we would have missed the person we were going to meet and our only reason for travelling and there would have been no point in travelling four hours later as they would have been gone.

Andysatt

My mum asked me to post to tell you her good news.

She wrote with the template letter to request a €500 refund due to delayed flights.
She didn't get a response so after the 14 days she wrote again, highlighting that she was going to proceed to court as the 14 days had passed.
She then got a email requesting the last 4 digits of the card used for the original booking.
This was followed by a an email which looked like a booking form which said she was getting refunded.
The money went into her bank account about 10 days later! She got just over £400 so that's probably about €500?!?

I am currently waiting to hear from Thomas cook about my own delayed flight - fingers crossed it is as simple as this was for my mum

sallysaver

After writing to Eayjet on the 17th January, followed by a further 2 emails (both acknowledged) and hearing nothing since 2nd March, I emailed them yesterday asking very poltely if there was any updates they could give me. This morning the following has arrived in my inbox.
Thank you for contacting easyJet.

I would firstly like to apologise for the length of time taken to address you query, please be assured this is not the standard we strive for.

I was very concerned to learn about the situation you found your self in. We do everything we can to provide a punctual and reliable service. Unfortunately, there are some occasions when we cannot operate our flights as scheduled.

I would like to inform you that, I have escalated this case to my disruption team for the delay of your flight, as we do not have information for this delay. Once I get any information from them, I will surely update you for the same.

Your patience is much appreciated in this case

---

Whilst they are saying the flight was delayed, it was actually completely cancelled until the next day without any notification (until we saw the screens at Barcelona airport) The overnight hotel seemed already arranged to me as after exiting the check-in queue, the transport was waiting in the car park to take us there. Still I suppose there is hope as its not a definite no, but who knows? Sally

redhotmamma

Response from EJ to first letter:

"As you will remember from our Terms and Conditions, when your flight is delayed for more than one hour beyond its scheduled departure time, if you do not wish to travel on the delayed flight you can choose a free re-route on the next available easyJet flight or you can cancel your seat and receive a credit for future flights with us. I understand that you chose to travel on the delayed flight. For this reason, I am afraid we cannot offer you any compensation. You may be able to claim back the costs of any additional expenses as a result of this delay though your travel insurance. "

The delayed flight,which was over 3 hours late, was the next available. Seems like an odd reply. Anyone any experience of this?

I will also post on the general board

Thanks!

sallysaver

Centipede100 wrote: »

You are being remarkably patient. I would be sending the airline a NBA giving them 14 days to settle or I issue a legal claim.

Patience is a virtue Centipede or so the saying goes! I will give them over the weekend. This mornings email came from a different writer than the first two. I think it would help if you could continue email conversations with one person but that may not be one of their (EJ) practices.