Flight delay and cancellation compensation, Easyjet ONLY

Caz3121

ps124 wrote: »

1. What's the best way to lodge a complaint? Reading some of the posts here, it seems like writing a letter to their head office seems like the best course of action.
Customer Services would be the first step


2. I want to ask for a refund/compensation of my outbound flight, plus the extras I paid for accompanying the flight. What are my chances? Reading some of the other stories about unsucessful attempts to claim for a flight cancellation or delay doesn't really fill me with confidence. (Some may think my ordeal doesn't compare considering I got on the flight in the end)
if you travelled on the flight there is no refund
if the flight was not delayed or cancelled there is no EU261 compensation


3. If it's still worth complaining, whats the best approach for this? Any tips or guidance from anyone who has had expereince in dealing with EasyJet?

start with customer services - as we don't know what the issue was, it is not possible to speculate what the response may be

matthiuz0

Hi all,


I recently submitted Easyjet's online, EU261 compensation claim form and received a reply a day later saying that my claim has been declined, that it is final and I should now contact the CEDR if I want to go further.


Our flight was due to leave Edinburgh for Athens on 06/10/2018 at 15:40 and was delayed for about 3-4 hours without any explanation. Eventually, the flight was re-scheduled for the following morning at 10:30am with a different flight number and we were told that the delay was due to fog in Jersey which delayed our plane.


The following morning we were directed to the gate were we sat waiting for yet a few more hours as the flight was delayed yet again. We were finally told that the plane was sitting there with a crew waiting, but could not leave because it had arrived without any catering supplies and there was a dispute between the airline and the catering company on restocking the plane. The passengers were issued with vouchers so they could go and stock up on food and drink and by the time everyone returned to board on the new scheduled time (4 hours later than the original), the captain informed us that the crew could not fly because they had exceeded their legally allowed working/flying hours. So we had to wait for a new crew and eventually took off at 15:30 (or something like that).


When filling in the EU261 form on Easyjet website I quoted the flight number of the initial flight (they clearly asked for that) on the 6th. As expected, easyjet said that

"To further explain what happened on the day; air traffic control restrictions at London Gatwick Airport, substantially regulated the air space due to capacity issues, which resulted in long delays to flights as aircraft waited for air space ‘slots’ to operate, sometimes for several hours. The restrictions were caused fog which limited the visibility at all of London airports. The delays at London Gatwick affected not only flights departing and arriving from this airport but also created a knock on effect across our network as many of our aircraft were delayed earlier in the day when operating to or from London Gatwick. We do take reasonable measures to avoid delays and cancellations to our flights by having replacement crews and spare aircraft available in our network. However, in the circumstances, these options were not appropriate as your flight was delayed overnight directly due to air traffic restrictions at London Gatwick."


So no mention about the fiasco of the second day which was significantly more frustrating and clearly a mess-up on the company's behalf. The captain even said that it was badly handled (i have no proof of that)!



Should I re-send the same form , this time quoting the changed flight number, contact them in some other way or take it to the CEDR?


Mant thanks in advance!

JPears

I think, potentially, you may have 2 claims here. If you were re-routed on a different aircraft/flight, your first flight was effectively cancelled. Your second flight was then delayed. Either way you are due at least one amount of compensation. The catering issues/crew hours is entirely an EJ problem, not an EC.
Using the email address and case ID number I would send an email back, marking as an NBA/LBA, giving us the details you have given us and the statement that the delay, wether a knock due to alleged weather or a catering issue/crew hours are not valid ECs.
You may still end up going to CEDR (which is a very very sloooow process) so don't hold your breath.

JPears

CEDR process update.
EasyJet didn't put in any defence.
I've re-iterated my legal arguements to the adjudicator - who still hasn't been appointed 14 days after one was supposed to be.
CEDR will respond by 3rd December. Which in reality means some time just before Christmas.
This is for a claim submitted in August.
It is no wonder to me that passengers with a valid claim give up, with such a lengthy and tardy procedure, assuming they even get as far CEDR.....

It definitely would have been quicker to go via MCOL......

NoviceAngel

JPears wrote: »

..........

.......It definitely would have been quicker to go via MCOL......

Thanks for the update JP.

Not too sure about MCOL though my delay with J2 was at the start of March this year, with Bott & Co at the helm, Jet2 finally paid in at the end of July (about 5 months) and that was without a court date, in fact I believe we were in the early stages of defence statements.

Obviously years back every case got ‘stayed’ at least we don’t get as much of that these days, but IS CEDR is slower than MCOL I’m not sure TBH. At least you’ll get your money for Christmas.

JPears

As EJ haven't submitted any defence to CEDR, would they have submitted a defence to court?
If not, which is most likely, I would either have judgement by default or offer of payment, in full by now.
At least with MCOL the initial stages are clearly defined in time limits. CEDR appears to be totally random and not adhered to.

agbero

I just received an email from CEDR saying due to "backlog" they've been unable to process my claim within their promised 15 working days (they're 5 working days late already), and that I'll hear in 'due course'. Can anyone please advise me:

1. How long CEDR take?
2. Is small claims a better option meantime?
3. Is Easyjet simply trying to string things out until post-Brexit and there will be no recourse for compensation?

Thank you

JPears

1. I am currently in the CEDR process. It takes a long long time.
2. If you go small claims you will have to withdraw the CEDR claim. If CEDR is unsucessful, then go small claims.
3. No, because EC 261/2004 is part of UK law. It can't be dropped easily.

mopezone

My flight from Bristol to Newcastle was cancelled, and because it was the last flight of the day, I bought myself a train ticket and got home to Newcastle in the early hours of the morning.

I have submitted a claim to easyJet for the usual EU compensation (no response yet, surprise surprise :rotfl:)

However, can I also claim reimbursement for the train ticket, which was over £100?

If I had not done this, I would have been (presumably) accommodated overnight in a hotel by Easyjet, but then I don't know what, as the only flight the next day from Bristol to Newcastle was already full!

Where do I stand?

legal_magpie

Did you approach EJ beforehand and what did they say? When, where and how were you told of the cancellation?