Flight delay and cancellation compensation, Easyjet ONLY

audere

Hi all,
We were delayed on a recent EasyJet flight to Santorini. The reason EasyJet denied compensation was that since technical issues were at fault, this constitutes an "extraordinary circumstance". But they WOULD have paid if the delay was caused by a technical fault.

So technical issues are outside their control but technical faults are not. This is, to my mind, a pretty shoddy excuse. Any advice/guidance much appreciated.

I'm copying the full excerpt below.

regards,
audere

"Thank you for your EU261 compensation claim which we received on August 23th 2017.
We’ve reviewed your claim and we can confirm that your flight from London Gatwick (LGW) to Santorini (JTR) was delayed by 2 hours and 22minutes due to technical issues.
Compensation is only payable when the delay is within our control, a technical fault with an aircraft would be an example.
When delays are not within our control they’re classified under EU law as ‘extraordinary circumstances’. An example of this would be air traffic control strikes or bad weather.
As your flight delay was caused by technical issues, this is an extraordinary circumstance, so unfortunately you are not eligible for compensation under article 7 of EU261/2004."

Caz3121

audere wrote: »

"Thank you for your EU261 compensation claim which we received on August 23th 2017.
We’ve reviewed your claim and we can confirm that your flight from London Gatwick (LGW) to Santorini (JTR) was delayed by 2 hours and 22minutes due to technical issues.
Compensation is only payable when the delay is within our control, a technical fault with an aircraft would be an example.
When delays are not within our control they’re classified under EU law as ‘extraordinary circumstances’. An example of this would be air traffic control strikes or bad weather.
As your flight delay was caused by technical issues, this is an extraordinary circumstance, so unfortunately you are not eligible for compensation under article 7 of EU261/2004."

seems a jumbled response (accurate comments followed by the final sentence being incorrect) but if their comment on the delay duration is correct then it below the 3 hours required for compensation (which is what their final sentence should have stated instead)

JPears

audere wrote: »

Hi all,
We were delayed on a recent EasyJet flight to Santorini. The reason EasyJet denied compensation was that since technical issues were at fault, this constitutes an "extraordinary circumstance". But they WOULD have paid if the delay was caused by a technical fault.

So technical issues are outside their control but technical faults are not. This is, to my mind, a pretty shoddy excuse. Any advice/guidance much appreciated.

I'm copying the full excerpt below.

regards,
audere

"Thank you for your EU261 compensation claim which we received on August 23th 2017.
We’ve reviewed your claim and we can confirm that your flight from London Gatwick (LGW) to Santorini (JTR) was delayed by 2 hours and 22minutes due to technical issues.
Compensation is only payable when the delay is within our control, a technical fault with an aircraft would be an example.
When delays are not within our control they’re classified under EU law as ‘extraordinary circumstances’. An example of this would be air traffic control strikes or bad weather.
As your flight delay was caused by technical issues, this is an extraordinary circumstance, so unfortunately you are not eligible for compensation under article 7 of EU261/2004."

Was your flight delayed more than 3 hours? That's scheduled arrival and actual arrival time, doors open? Not departure times.

venom6868

Hello I really need some assistance with an issue I am having with easyjet.

At the end of July my Wife and I planned a last minute trip to Portugal from Gatwick with easyjet, my wife is expecting our first child so this was an important trip for us and she was was quite heavily pregnant at the time.

Upon arriving at gatwick we were told the flight was overbooked and we did not have SEATS!!! we were told to go to the gate and wait to see if nobody showed for their flights, a terrible experience, we were made to feel like it was our fault this had happened!

To cut the story short after returning to check in I was told to wait in the que for customer services 3 hours of queuing no offer of a seat for my wife, I was told there were no flights available for 5 days, from any airport in England or Scotland with easyjet and I was on my own. I was told I could pay for my own flights with another airline and easyjet would refund the costs as long as I kept the invoices.

I spoke to a travel agent at Gatwick and they advised of a flight from Heathrow leaving in 3 hours with a 4 hour stop off in cork total journey time of some 8 hours, a lot more than the original planned 2 hours. this would be at a cost of £600 each.

Not wanting to miss out on the holiday, and my wife being adamant she wanted to go as our lives are about to change forever we bought the tickets, I checked all comparison websites for flight are there were none available for at least 5 days.

We got a cab to LHR from LGW, paid for flights, bought food during our wait, and paid for new transfers all of which I claimed back from easyjet on my return.


Easyjet initially said they could not find my booking, I emailed them the information they requested and after a month they have responded stating they will pay the expenses but not the flight;


"Further to our initial reply we can again confirm that you are not entitled to the reimbursement of any expenses you have claimed under EU Regulation 261/2004.

Please see a breakdown of your claim below and the reasons for non-payment.

1) Alternate Carrier to the Destination: £1,200 (Flights available within 48 hours)"


They have stated they will pay me the expenses I incurred, but not the flights because there was an alternative flight within 48 hours.

This is not what I was told at "customer Services" at LGW, I was offered a flight after my return date 5 days later, nothing else at all. nothing in writing, I was told all the notes had been put in the system.

I am so mad that this can happen.

Please can someone give some advice on how to progress this, I am considering the Small Claims route as I have had enough of this faffing around.

Justice13075

Please re-post on the Easyjet thread

JPears

As I asked you to on the other forum board. Posting your personal thread makes it very difficult to help people.
Also download Vauban's superb guide. Your answers will found there.
And read EJ thread, perhaps latest 10 pages. You will see that EJ are quite frankly one of the worst offenders for misinforming, some would say lying, to customers.

venom6868

Hello I really need some assistance with an issue I am having with easyjet.

At the end of July my Wife and I planned a last minute trip to Portugal from Gatwick with easyjet, my wife is expecting our first child so this was an important trip for us and she was was quite heavily pregnant at the time.

Upon arriving at gatwick we were told the flight was overbooked and we did not have SEATS!!! we were told to go to the gate and wait to see if nobody showed for their flights, a terrible experience, we were made to feel like it was our fault this had happened!

To cut the story short after returning to check in I was told to wait in the que for customer services 3 hours of queuing no offer of a seat for my wife, I was told there were no flights available for 5 days, from any airport in England or Scotland with easyjet and I was on my own. I was told I could pay for my own flights with another airline and easyjet would refund the costs as long as I kept the invoices.

I spoke to a travel agent at Gatwick and they advised of a flight from Heathrow leaving in 3 hours with a 4 hour stop off in cork total journey time of some 8 hours, a lot more than the original planned 2 hours. this would be at a cost of £600 each.

Not wanting to miss out on the holiday, and my wife being adamant she wanted to go as our lives are about to change forever we bought the tickets, I checked all comparison websites for flight are there were none available for at least 5 days.

We got a cab to LHR from LGW, paid for flights, bought food during our wait, and paid for new transfers all of which I claimed back from easyjet on my return.


Easyjet initially said they could not find my booking, I emailed them the information they requested and after a month they have responded stating they will pay the expenses but not the flight;


"Further to our initial reply we can again confirm that you are not entitled to the reimbursement of any expenses you have claimed under EU Regulation 261/2004.

Please see a breakdown of your claim below and the reasons for non-payment.

1) Alternate Carrier to the Destination: £1,200 (Flights available within 48 hours)"


They have stated they will pay me the expenses I incurred, but not the flights because there was an alternative flight within 48 hours.

They have also stated they will initiate a refund of the flight booked and not traveled with them around £350

This is not what I was told at "customer Services" at LGW, I was offered a flight after my return date 5 days later, nothing else at all. nothing in writing, I was told all the notes had been put in the system.

I am so mad that this can happen.

Please can someone give some advice on how to progress this, I am considering the Small Claims route as I have had enough of this faffing around.

venom6868

JPears wrote: »

As I asked you to on the other forum board. Posting your personal thread makes it very difficult to help people.
Also download Vauban's superb guide. Your answers will found there.
And read EJ thread, perhaps latest 10 pages. You will see that EJ are quite frankly one of the worst offenders for misinforming, some would say lying, to customers.

Thank you for the information, can i delete this thread?

Tyzap

Hi Venom6868,

You are due all your costs back due to the IDB (involuntary denied boarding).

Please Google and then download 'Vaubans Guide' for lots of info and some options.

If they knew that your wife was heavily pregnant they should have given you some priority but, whether she was or not, they should have asked for volunteers before denying you boarding.

EJ have attempted to break just about every rule in the book so far and it's typical of how they have been treating their customers this summer.

Whatever happens with your claim, which you will get help with here, you should complain to the CAA about the way you have been treated and how EJ have completely flouted the law.

Have a read up on CEDR who are the ADR provider contracted by EJ as that will be your best way forwards.

Good luck.

little_alien

Sneaky are easyjet...

we took off over 3 hours late but they gunned it all the way so we landed 15 minutes early than estimated Thus Keeping it to only 2:51 late on landing....

what annoys me is we still lost a whole evening of our short holiday.