Flight delay and cancellation compensation, Easyjet ONLY

DavidH2

marks87 wrote: »

The chances are what I need to do is covered in the fantastic FAQs and articles on this, but sometimes I like the person touch to make sure I've got things right

I flew with EasyJet from Gatwick- Rome Fiumicino today and was delayed for about 5'45". The total delay was known early doors (about 1'30" before scheduled departure) and it was attributed to a technical fault (the intended plane was kept on the ground in Rome, delaying a flight in, where the plane then became my flight, if that makes sense).

When I first saw the length of the delay, I went to the advice desk to make sure it was right; it was, and I was issued with a £3 refreshments voucher. I didn't receive any other vouchers.

Am I entitled to make a claim? If so, what sort of amount would I be claiming for?

I was waiting for that same flight. Just called Easyjet today and they said there was no compensation available as it was due to an extra ordinary circumstance (being a bird strike).

However, this contradicts the email I received on 15/06 stated the plane had had a technical fault (which from reading is not an extra ordinary circumstance). Their reasoning on the phone was that the replacement aircraft was delayed due to a bird strike - however, can they really use this argument when the one due to take us was totally grounded?

Also, I just remembered (thankfully I still have this) I also received a text message from Easyjet on the day stating "We're very sorry, due to substituting to another aircraft your flight has been delayed. Our airport staff will keep you updated and provide you with refreshment vouchers. We apologies for the inconvenience."

Any advice on how to proceed with this or anyone had a similar situation?

prezzacc

Hi All,

Wonder if you can help, Easyjet cancelled our flight last week due to the french air strike from Spain to UK, im pretty sure they will not pay compensation due to a strike, but can i claim compensation for the way we were treated etc?

IE the only family with a child left in the airport, after 9 hours they gave us a hotel room for 6 hours then told to get back to the airport to start all over for the next nights hotel, we couldnt get back for 3 days.

On our return flight we found lots of happy customers as Easyjet paid for 3 days hotels nearly straight out the door. I understand we were very unlucky being at the end of a long que of cancelled flights and Easyjet will be happy as im sure 80% of thier passengers will be! But why pay for the first lot then decide to dull it down?

This is obviosuly the bare minimum of info but i wont bombard it all in one post!

Just wondered if its worth pursuing or not?

many thanks guys and girls.

sallysaver

Hi,
I am pretty sure you will get no compensation for the cancelled air travel due to the ATC strike by the French. When the new ruling came into effect I applied for compensation for a totally cancelled flight in May 2010 - once again due to ATC in France, and was completely turned down flat. Easyjet did put us up in an hotel and gave vouchers for food though.
My relatives were caught up in this years fiasco and found their own accommodation (room only) for 4 nights.
I have today, on their behalf submitted a claim for, accommodation, transfer and food. I have done it via email, rather than recorded delivery, as this method worked better for me, in fact the recorded delivery communication was never, ever answered!!! The email has been acknowledged and I am hopeful of a satisfactory settlement under the terms of the new ruling (Article 5 - 7 duty of care)

Shemboa

Hi, wonder if you can help. My flight back from ibiza on 13th of June was cancelled. It was at 1:10am to LGW. We then payed for hotel for a night,
as we had no way of contacting them at the time we found out.and called easyjet in the morning who said we had to wait 4 days for a flight. We ended up paying for another flight to Manchester and had someone pick us up.
Easyjet now say we can't get compensation for the money we payed out, just a refund for the unused flight. Thing is. I've been told that the strike finished on the 12th? Can't find out 100% if this is true. If so, then they cancelled out flight by jumping the gun. And the exterordanry circumstance thing they are using is not valid?
I'm not sure what I can do. Or should I just leave it?
Thx for your time

BallOfWhacks

Hi everyone

First of all, thank you everyone for the FAQs and helpful info that's available here.

A few weeks ago, my partner and I were scheduled to depart Luton for Barcelona at 17:50 pm, flight 2267 on 2 May. After boarding the plane and sitting through approximately 2 hours of delay while technicians fiddled about, we taxied to the runway, powered up, accelerated, and then decelerated, luckily before running out of runway. We came back to the gate, and the pilot said there was a problem with the "ventilation" system which prevented takeoff.

We were not deplaned, and after about 75-90 minutes more of technicians fiddling with the plane, the captain said the problem had been solved and we were ready to go. We took off successfully, but then after 15 mins the captain got on and said we had to return to Luton because the cabin was "failing to pressurise". We landed at Luton, and then went through UKBA even though we never left the UK.

Anyway, after a lot of hemming and hawing at the terminal, Easyjet provided coaches to a local hotel and said that we would be flown the next morning, 3 May, at 10:00 on a differently-numbered flight, more than 14 hours after our original scheduled departure. Staff (or contract staff) at the airport handed out flyers detailing compensation policy.

We were returned to the airport the next morning, and the new flight (as well as the return flight) were without incident.

After returning to the UK and investigating the compensation claim process (before coming to MSE however), we wrote contacted EJ with the following statement. [Personal details redacted]

Dear Easyjet:

Please find attached the receipts and other paperwork in reference to the compensation and reimbursement for booking XXXXXXX, for the two passengers PASSENGER 1 AND PASSENGER 2.

As you are aware, we were scheduled to depart for Barcelona from Luton at 17:50 on 2 May 2013.

After a significant delay with passengers remaining on the plane, a takeoff attempt was made but the aircraft was unable to lift off. The flight was aborted before reaching the end of the runway.

The place returned to the gate, and passengers remained on board while repairs were made.

After more delay, the plane took off, but then had to return to Luton after 15 minutes since the aircraft failed to pressurize properly.

Then, even though no one had actually left the UK, we had to go through UK border control and retrieve our luggage.

Returning to the terminal at Luton, we were told by Easyjet staff that a local hotel was being arranged (with coach transport) in advance of a flight at 10:00 the following morning. Easyjet, we were informed, would reimburse passengers for food purchased that night (none was offered during the delays on the plane), and due to the inconvenience and length of delay, would also provide €250 compensation for each affected passenger.

Therefore, we are claiming the following:

€ 250 compensation (Passenger 1)
€ 250 compensation (Passenger 2)

£22.49 food reimbursement (evening of 2 May) [approximately € 26.41]
£ 1.20 food reimbursement (evening of 2 May) [approximately € 1.41]

€ 97.38 reimbursement for hotel in Barcelona, for the night of 2 May
[€ 95.95 + € 1.43 hotel tax]

Therefore, we expect that the total reimbursement is € 625.20. In addition to the inconvenience of a shortened holiday, it was very stressful to be aboard two flights, one which was unable to even leave the runway, and the second which had to return to Luton because of faults.

We appreciate your attention to processing this € 625.20 promptly.

With thanks and kind regards


Although we were informed otherwise at the airport, I realise now that my missed hotel night in Barcelona would not be covered by the compensation policy.

A few days after we sent this message, we did received a reimbursement for the £23.69 for food purchased that night.

However, perhaps unsurprisingly, EJ is refusing to pay the compensation, claiming "exceptional circumstances" but of course they have provided no proof of that, and these were clearly technical issues with the equipment as stated by the pilot after each of the aborted May 2 flights.

Having read through the advice here, is my next step a hard-copy LBA letter to the Hangar at Luton? The customer service reps who respond to emails have ignored further messages, and as an additional side note I have checked with FlightStats but their information is inconclusive.

Seems weird that EJ would pay for the food, yet balk at the compensation instead of rejecting everything, or paying everything.

Anyway, thank you in advance for any comments/suggestions in moving this forward.

BoW

mcmiller

We were delayed for over 5 hours in December 2012. Wrote to Easy Jet in January using Martin's template, this was ignored, wrote the same letter in March, this was ignored, wrote again in May asking why our letters were ignored and got an almost instant response to say they would compensate for our flight delay, we completed their form. Received 500 Euro 8 days later.:j

Dave1644

I was on an Easyjet flight from Egypt this week that was cancelled due to a technical fault. Everyone was put in a hotel and recieved notification that the plane had been repaired and would fly the following day. Easyjet transported everybody back to the airport and checked them in on a new flight number allocating new boarding passes and seating. That flight was then delayed over 4 hours because they hadn't actually fixed the original fault and couldnt have possibly done so by the new scheduled departure time. If they are liable for damages relating to the cancellation first flight would they also be for the subsequent delay the following day?

Vauban

Dave1644 wrote: »

I was on an Easyjet flight from Egypt this week that was cancelled due to a technical fault. Everyone was put in a hotel and recieved notification that the plane had been repaired and would fly the following day. Easyjet transported everybody back to the airport and checked them in on a new flight number allocating new boarding passes and seating. That flight was then delayed over 4 hours because they hadn't actually fixed the original fault and couldnt have possibly done so by the new scheduled departure time. If they are liable for damages relating to the cancellation first flight would they also be for the subsequent delay the following day?

Unless they put you on a separate flight, already scheduled, then you are claiming for a delay - not cancellation. Frankly though it amounts to the same thing, post-Sturgeon.

BallOfWhacks

Just checking on this before the LBA departs: the cost of my missed hotel in Spain is out of the realm of flight delay reimbursement, correct? If so, it'll be omitted from the letter, but I want to be sure.

thanks!

JPears

Vauban wrote: »

Unless they put you on a separate flight, already scheduled, then you are claiming for a delay - not cancellation. Frankly though it amounts to the same thing, post-Sturgeon.

I think Dave is asking if its a double whammy ie a claim for cancellation then seperate claim for delay. ie 2 pieces of cake