Flight delay and cancellation compensation, Easyjet ONLY

ClassicMad

Hi, My flight was cancelled as I was about to catch my coach to the airport, so opted for the overnight accomodation to save a transport replay the next day... my email confirming accomodation told me to catch the hotel shuttle bus where possible.... I did check with the EJ desk (to make sure no earlier flights were available), and she pointed me in the direction of the coach station.... Upon check in at the hotel I was told my breakfast was included and when the restaurant was open....no mention of an evening meal included. I did some research when in my room and found that reasonable expenses would be reimbursed... so off to the M&S shop opposite to buy sandwiches and snacky things for my tea and lunch the next day....

So, I put in a claim for compensation which has been received (£223), and a claim for £19 ish for food (did include a small bottle of wine which I know I may not be covered for) along with £3 x 2 for the shuttle bus to and from the hotel/airport. I've also claimed for the one nights accommodation in Edinburgh (£40) and a days training that I missed due to my flight being 24hrs later than planned.

Everything has been rejected..... reasons given
1) Meal was provided by hotel
2) Airport ground staff provided transport
3) Hotel accomodation was provided at Stansted

I've already replied to their email once explaining why I'm claiming but don't seem to be getting anywhere... my food claim wasn't unreasonable... I'd have been lucky to have covered two meals for £19 in their restaurant, and I have it in writing that I should catch the hotel shuttle...

Should they cover my pre-paid accomodation and training too? I'm not clear on that

Thanks for any advice

JPears

You will probably be best to pursue this through the ADR that EJ uses. Request a deadlock letter if they won't budge on the expenses incurred, to allow you to progress to the ADR scheme.
They're not refusing your cancelled flight compensation though?

ClassicMad

Yes I've received £223 from them for the cancelled flight... which I'm assuming was the €250 I'm entitled to at a rubbish exchange rate

ClassicMad

I've now had an email from them saying

Regarding your claim for the expenses, we unfortunately cannot provide a refund as this this was provided at the airport according to the Flight Disruption Report.
As you are not satisfied with our resolution, you are welcome to contact an Alternative Dispute Resolution (ADR) supplier. The Centre for Effective Dispute Resolution (CEDR) is approved by the CAA to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

So, if the flight disruption report gives a different version of events to mine, how do I go about disproving it?

JPears

If you have receipts for what you spent, thats proof enought.
Time to go to CEDR.

ClassicMad

Yep, I have receipts... as well as the receipt for the Airbnb in Edinburgh where I should have stayed had my flight not been cancelled....

Are they liable to pay that do you know JPears? Thanks

QuestionThrowaway

Going to be a lengthy post.

Flying from Gatwick to Mallorca our flight was delayed by 3h 30m, the pilot explained on the plane that the reason was staff working hours so the crew had to be flown in from Luton, therefore causing a delay.

My friend who booked the holiday through OnTheBeach applied for compensation using the EasyJet compensation form in which he was emailled back saying because we booked it is a package deal we were not due compensation, he subsequently gave up which is when I started pursuing it.

My grandad gave me a template to use he had got out of a newspaper, I emailed EasyJet and an automatic reply told me that they don't reply from that email address anymore so I filled in the compensation form myself to see what reply I would get. The response to the form was that we were not due compensation due to air traffic control restrictions, I responded using a template which I copied off another person that posted on this forum.

Low and behold I got a response from csupport@easyjet.com who were responding to my email asking for the booking reference, email address, name on the booking and the person's name who made the booking. I responded with the name of my friend who booked its name, but is this correct if we booked through OnTheBeach? His name was also on that. I sent this information over two weeks ago and have heard nothing back, I sent it to csupport@easyjet.com who responded to my initial email, but I have responses from customer.service@Easyjet.com who responded to the form claim.

It has been two weeks since I emailed csupport@easyjet.com with my booking details and three weeks since I emailed customer.service@easyjet.com saying I would escalate it with CEDR. I did not intend to have two different emails going that is just how it has ended up. So 2 and 3 weeks with no response, where do I go from here?

Thank you for any response.

111KAB

1) Report EasyJet to CAA copying friend's email re no claim as booked through third party. Total lie so request that consideration is given by the authorities at the CAA to a suspension of their operating licence.
2) If on the FLIGHT bookings your friend was lead passenger then ideally he/she should be pursuing the claim but as you have now had some form of response probably best to wait for the suggested reply to see what the latest response says.
3) 2/3 weeks is the norm for most of these airlines and indeed I would suggest to wait until the end of the month before escalating (assuming of course you are nowhere near the 6 year COURT CLAIM limit) and thereafter look into the various alternatives.
4) Read Vauban's Guide
5) Starting September (if you have heard nothing) you should co-ordinate with your friend and he/she should submit a LBA/NBA then 14 days later either go CEDR....or...Court action....or NWNF.

VoteForPedro

Hi everyone I have reached a dead end and thought maybe you lovely people may be knowledgable.

I flew in June for my fianc!e birthday to Madrid from Liverpool. There was 4 of us and the flight getting there was fine.

On the flight home we arrived at the airport with plenty of time and was later instructed to go to the gate. We waited there to board then as the boarding time passed I received an update on the app it was cancelled. I told the ground staff as I know most of the time the app tells you before they know and they went to enquire.

Ten mins later they returned and the board changed to cancelled. The ground staff told me the next flight would be 4 days away (we had only gone for 2 days and 4 days wouldn't have been possible due to work) and that's a normal flight which is most likely fully booked anyway. No additional flight was put on. She told me that the best thing to do is claim a refund on the app and quickly find an alternative flight before everyone does the same. I did this and found one 2 days later with Iberia to another u.k airport. We booked the hotel and transfers like she said and we would be able to claim it back as expenses.

When we came back I put the cancelled flight claim in and expenses. I received one reason for not paying the compensation as ATC conditions the next was bad weather. I asked for proof as it was obvious I was being robbed off. They didn't reply.

I got an email back saying they had all my expenses but needed a breakdown of the alternative flights to see what class I was in. I told them the email I sent with all the names, prices, dates etc was all I got and then we had to give the booking number to the check in at Madrid to receive the tickets. I sent a copy of two of our tickets to prove they were economy.

I've heard nothing back for two months so I used resolver so I could escalate it. However they have told me on 4 escalations that they have no booking under the resolver email (all my booking and case details were in the email) so couldn't help and I'd need to go to the claim page and do it all again.

The contact centre and email customer service have just ignored me and I'm getting late payment charges affecting my credit card where I paid for the flight and hotel etc. I'm struggling to pay them as the expenses were so much.

Any ideas?

legal_magpie

They are messing you about. You have to get tough.
1. Download and read Vauban's excellent guide.
2. Check your flight against Bott online or see what they say.
3. Assuming that this is positive send them an NBA/LBA
4. If this fails sue them either yourself or through a no win no fee solicitor.
5. Complain to the CAA that EJ are obfuscating.