Flight delay and cancellation compensation, Easyjet ONLY

Vauban

cancel36 wrote: »

Please help
I took my daughter and her friend to alton towers last year and on our return to belfast we were delayed 3 hrs are we entitled to compensation and if so how do I go about claiming off easyjet?

It depends on why your flight was delayed, and for exactly how long. You'll need to know the flight details, and have some evidence that we were on board. Then you write to EasyJet.

Have a read of the FAQs and the original "how to claim" MSE article.

traceye

After trying for months of compensation with Thomson, Im getting no-where .... but, 1 week after my delayed flight, and emailing Easyjet about my 7hr delay from Paphos to Manchester, that they said was due to a technical fault, they emailed back saying the 400euros will be put straight on my card.

I will often criticise companies for not doing the right thing, but I cant fault Easyjet and their compensation, so thought I should comment here how great they have been.

Good luck everyone else, but they do seem to be much more respectable and fair than my dealings with thomson!

croslandb

My partner and I were delayed from Pisa to Gatwick for 7 hours last month. We kept being told we would find more info in 20 mins, but these messages kept going for about 90 mins! Then we were told it would be over 5 hours due to a "technical issue" with the place, as Easyjet had to send another plane from London (although the flight time is 2 hours).

I also complained that the food outlets in the airport weren't accepting the refreshment vouchers they handed out, but I assume this would also need to be taken up with Pisa airport (or would it - considering they must strike the deal with the airlines?).

We got into Gatwick at around midnight.

I followed the steps on this forum to complain to the airline, but have received the following rejection:

"Our records show that the reason for the delay was due to a bee strike. This is an incredibly rare occurrence and I have been informed that a huge swarm of bees entered the engine upon arrival into Pisa and the Captain was not happy to take off again without the aircraft being fully inspected. During the inspection, problems connected to the bee strike were discovered and therefore we had to source a rescue aircraft so that we could continue with your service. Every attempt to minimise the length of the delay was made as we genuinely do not wish to cause our passengers unnecessary frustration.
This situation is classed as an extra-ordinary circumstance, ie. a situation outside of easyJet's control, and as such I am afraid that I will have to decline your request for compensation under EU Regulation 261/2004. I do realise the amount issued for Light Refreshment Vouchers is a small amount however we have fulfilled our obligations under the Regulation and the amount is designed to go towards a small snack as sustenance during the delay."

I've asked for the evidence around the bee strike, but surely I have a case to compensation because a) it was a 'technical issue' and b) considering they knew about the fault about an hour into the 7 hour delay and it took them another 5 hours to send a plane from London, despite the flight time only being 2 hours.

Any guidance would be appreciated...

Ich_2

and it took them another 5 hours to send a plane from London, despite the flight time only being 2 hours.

Source, equip & fuel the aircraft, find a crew, sumbit and have approved a flight plan, agree slot times to take off & landing with both airports, agree slot times en-route with European ATC providers all of those & more have to be in place before any aircraft can take off. Or do you think that they can just send one off into the blue at no notice?
Apart from the first two, 3 hours to achieve that would be quite reasonable!

croslandb

I appreciate it would take longer than the flight time to sort the logisitcs, but they had a crew and captain in Pisa with us (they were outside sunning themselves). The plane wasn't fully equipped with refreshment, etc anyway. Refuelling doesn't take hours...quick turnarounds is what they've built their business model on!

I don't think a 7 hour delay is acceptable when they knew of the bee strike before we were at the gate.

croslandb

As an update, I asked for evidence around the issues caused by the bee strike and got this reply:

"The information I have supplied to you is from our Legal Team via our Operations Control Centre and therefore acts as all of the evidence you require. This is our official reason and classification as to the disruption to your flight."

maghater

croslandb wrote: »

As an update, I asked for evidence around the issues caused by the bee strike and got this reply:

"The information I have supplied to you is from our Legal Team via our Operations Control Centre and therefore acts as all of the evidence you require. This is our official reason and classification as to the disruption to your flight."

Don't like to side with the airline, but don't think there is much mileage in this im afraid. Could not have been avoided even if all reasonable measures had been taken. Sorry but only my opinion

gmrsupplies

Hi all,

Sent an email off to Easyjet a week ago regarding our flight back from Sharm to Luton in May 2011 which arrived 23 hours late. The flight does appear on flightstats but doesnt say what time it landed and there is only an estimated arrival for it. The flight took off roughly on time (1715) but was diverted into Cairo due to a funny smell in the gangway nearby us, which was like a bacon fries smell!! They went into Cairo airport and we were kept on the plane for 90 mins to two hours whilst some Egyptians poked and prodded around. We finally got off the plane and were placed into a holding pen in the airport as you need a visa to visit Cairo, we had to surrender our passports to use the toilets and facilities and the communication from EasyJet was appalling. we finally got taken to a hotel arriving there about 0300 and went to bed, they transported us back to the airport the next day but because of issues with the crews hours etc we were waiting both at the hotel and the airport eventually taking off approx 1700 the next day arriving approx 23 hours later than booked.
Easyjet replied to my email stating that it was due to a technical fault so classed as exceptional circumstances but my question to you all is does it matter that it was diverted due to a possible safety issue?
My next step will be to send them a proper letter rather than the initial enquiry type email.

How have people got on with employing no win no fee companies? Do they take the airline to court if they think the case is strong enough?

Is it easier to employ these people rather than to take the airline to court yourself?

Billthebargainer

I wrote the letter as per the MSE template to easy jet and also posted a copy to some address I found and just got back 1000 euros for a flight from 2009 that was delayed 5 hours. Obviously overjoyed. It did take a bit of too and fro and at first the lady that was writing to me said she couldn't find our booking as I had no booking reference. Then I got another email from another person who had my booking reference and said that was all fine and fill in this form to get payment and hey presto it arrived on my credit card!
I did add a few extra's to my letter (see below) which I don't know if helped or not!!
I am writing regarding flight X on 2nd November 2010 from Madrid Airport to Gatwick Airport with the scheduled departure time of 07.35. This flight arrived over 5 hours late arriving at Gatwick.

The judgment of the Court of Justice of the European Union in Tui & others v CAA confirmed the applicability of compensation for delay as set out in the Sturgeon case. As such, I am seeking compensation under EC Regulation 261/2004 for this delayed flight.

The passengers in the party were x 4 adults, 1 x infant.

My scheduled flight length was 1220 kilometres, therefore I am seeking €250 per delayed passenger in my party. The total is €1250 for all passengers.

During the delay the passengers in my party were not provided with any refreshments / hotel accommodation. We paid €50 for lunch and refreshments for the 5 of us.

The total compensation sought is €1300

I look forward to a full response to this letter within 14 days. If I do not receive a satisfactory response I intend to pursue my complaint further, which could mean taking it to court. I know my rights and I know that you have a habit of declining these compensations as a matter of course. Just to make it clear, this claim is NOT out of the allowable time period. The recent landmark court ruling means you can claim back to 2005.

Yours faithfully,

Billthebargainer

p.s This is the address I used
Easyjet
Complaints Handling (Formal Complaint)
Easy Jet plc
Hangar 89
London
Luton Airport
Bedfordshire
LU2 9PF

You have to put a complaint via their website (impossible to find where) and the email address you use has to be used throughout all communication otherwise it gets rejected. They reply via..Whitemail <whitemail@maileu.custhelp.com>.