Flight delay and cancellation compensation, Easyjet ONLY

Dalglish

Many thanks Tyzap. It was only the two rides we
Didn’t have receipts for and I’ll take your great advice. Only point I’m still unsure of is compensation... I’d be happy to have my additional flights plus last nights accommodation refunded which I read as a refund rather than compensation.

Tyzap

Dalglish wrote: »

Many thanks Tyzap. It was only the two rides we
Didn’t have receipts for and I’ll take your great advice. Only point I’m still unsure of is compensation... I’d be happy to have my additional flights plus last nights accommodation refunded which I read as a refund rather than compensation.

Hi Dalglish,

Depending on the reason for the delay, you could have been due EU261 compensation plus costs incurred due to the delay.

However, some delays are exempt from the payment of compensation, i.e when they fall under the category of 'extraordinary circumstances', as in this case. Thats when the cause of the delay is not due to the airlines, but even in these circumstances the airline does still owe you a duty of care, i.e meals, soft drinks and hotel etc.

There are some exceptions to the duty of care rules, which is why I suggested claiming the difference between the flight costs.

If you ask for a refund of the ticket you did not use, the airlines like to then draw a halt to any duty of care costs. This is down to the complicated and confusing wording of the regulation and the airline taking liberties whenever possible.

Please have a read of Vaubans great delay guide, details just below here.

Good luck.

digi-ghost

Hi everyone
I've just put in a claim to Easyjet for a flight cancellation (unfortunately Resolver didn't work, since the claim wasn't sent from the email address that I used for the booking). The flight was one of a number of flights that were cancelled at Gatwick on Saturday evening (LGW to Heraklion). We had already been boarded for around an hour before it was cancelled....

I'm confident that they'll reject the claim, since when their app advised of the delays they blamed the weather and ATC problems (pre-empting claims, I guess).

The weather and Air Traffic problems were on Thursday and Friday. I was flying on Saturday evening. From the information given by the captain, the circumstances leading to the cancellation was that:
- the crew had been active since noon
- their previous flight in from Innsbruck was late
- the luggage wasn't loaded in time to catch our new departure slot (which was already around 3 hours after scheduled departure)
- the next slot was 90 minutes later, which would have taken the crew past their legal hours. As such, they could not fly the plane.

A rudimentary check of other airlines departing on Saturday seems to suggest that most were able to fly people, albeit with delays of around an hour or two. Only Easyjet seems to not have been able to recover from the problems on Thursday/Friday.

My question is whether any of the experts here think that bad weather and Air Traffic control issues on the two days previously is enough to reject the claim? There was no longer bad weather, and the ATC problems had been resolved for well over 24 hours before we were due to fly.

Any advice/opinions gladly received!

Justice13075

Put your flight details into bottonline and euclaim and see what they say.

tonyb42

Hi folks

This might be a claim that goes no further due to the wonderful “extraordinary circumstances” clause we have for flight cancellations that appears to let airlines off in many scenarios! But thought I'd ask people here for their considered opinion.

I'm a British national, resident in NZ for 3 years and was visiting family around UK and Europe for a month.
Flying from Lisbon to Bordeaux on 4th July, two adults and two kids, we discovered at Lisbon airport that our Easyjet flight had been cancelled. We were there a few hours early. The EJ desk at Lisbon gave out claim/compensation flyers and told me to get on the app to arrange a hotel as part of the arrangements. They got flights rebooked the next day for us but the whole day disruption was not part of our plans!

The hotel was 80km out of town but was nice enough and I made sure any extras like taxi, lunch (not provided by hotel) were all receipted for expenses claimed later. The biggest issue for me was the fact I had to rebook car hire in Bordeaux at a much larger cost as I couldn't get through to Bordeaux car hire and hoping to get that cost claimed back too.

The next day at the airport I asked the EJ desk what caused the cancellation and they said it was due to air traffic regulations outside their control.

So I sent the compensation claim in throught the EJ online form and got the following response below.
If the ruling is down to 'air traffic control restrictions' then I can go no further of course. But my question is around their mentioning of the day before:

"Our assessment of your claim
To further explain why your flight was cancelled; on the 3rd July we experienced disruption to our flights due to air traffic control restrictions, which caused our aircraft to be out of position to operate our flights on the 4th July. Unfortunately, as a result we had no other option but to cancel your flight. We do take reasonable measures to avoid cancellations and delays to our flights by having replacement crews and spare aircraft available in our network. In the circumstances, these options were not possible as we had utilised our spare crew and aircraft for the disruption the previous day caused by air traffic control restrictions."

So Easyjet knew about the problems the previous day so on the 4th July this was a known issue and not an unexpected situation - is there anything here to go on?

Full response below:

EU261 Compensation Claim Assessment
Claim received: 27/07/19
Flight Number: 7637
Flight Date: 04/07/2019
Scheduled Departure Airport: Lisbon
Scheduled Arrival Airport: Bordeaux
Claim decision: Declined
Decision summary: We’re sorry that your flight was cancelled. Our assessment and legal team has carefully reviewed your claim and the circumstances around your flight and have confirmed that your compensation claim is not eligible for compensation payment under EU Regulation EU261/2004. Please note that this may not match with the information you were given on the day of travel, as our staff in airports, and on-board, may not have had all the information concerning your cancelled flight.

Dear Anthony,
We are sorry for the disruption to your flight. Our assessment and legal team have carefully reviewed your claim, including the circumstances around your flight and have confirmed that your compensation claim is not eligible for compensation payment under EU Regulation EC261/2004. Please note that this may not match with the information you were given on the day of travel, as our staff in airports, and on-board, may not have had all the information concerning your cancelled flight.

Our assessment of your claim
To further explain why your flight was cancelled; on the 3rd July we experienced disruption to our flights due to air traffic control restrictions, which caused our aircraft to be out of position to operate our flights on the 4th July. Unfortunately, as a result we had no other option but to cancel your flight. We do take reasonable measures to avoid cancellations and delays to our flights by having replacement crews and spare aircraft available in our network. In the circumstances, these options were not possible as we had utilised our spare crew and aircraft for the disruption the previous day caused by air traffic control restrictions.

EU261 Regulation
When we have to disrupt a flight due to circumstances outside of our control, the flight is classified under EU regulation 261/2004 as being affected by “extraordinary circumstances”. An example of disruption outside of our control would be that primarily caused by air traffic control restrictions, industrial action, severe weather conditions or a runway closure.
EU261 compensation is only payable when a flight is delayed by 3 or more hours after the scheduled arrival time, or the flight is cancelled, and the reason for the delay or cancellation was within our control. This type of disruption is classified as “non-extraordinary circumstances” in the EU Regulation. Examples of this include most aircraft technical faults or when we haven’t taken reasonable measures to prevent or minimise disruption. A copy of the regulation can be found at

Expenses
Even if your compensation claim has been declined, you may be eligible for reimbursement of reasonable expenses incurred as result of the disruption. If you have not already done so, you may submit an expenses claim on our website at

Please read this carefully before submitting a claim as this explains how we assess expenses. The only way to make a claim is via our expenses webform, we are unable to process claims submitted by email or over the phone.

We hope this letter clearly explains why your flight was disrupted. Our assessment team have thoroughly investigated all the available information and this is the decision we have arrived at.

Our Customer Services team will not be able to access any more information than we’ve provided here. Please read our “Who is entitled to compensation” section on the following link which will hopefully answer any further questions you may have.

Once again we are sorry for the disruption to your flight and hope to welcome you on board again soon.

Case reference: xxxxxxx

Kind Regards

Tejas
easyJet Customer Services

Tyzap

tonyb42 wrote: »

Hi folks

This might be a claim that goes no further due to the wonderful “extraordinary circumstances” clause we have for flight cancellations that appears to let airlines off in many scenarios! But thought I'd ask people here for their considered opinion.

I'm a British national, resident in NZ for 3 years and was visiting family around UK and Europe for a month.
Flying from Lisbon to Bordeaux on 4th July, two adults and two kids, we discovered at Lisbon airport that our Easyjet flight had been cancelled. We were there a few hours early. The EJ desk at Lisbon gave out claim/compensation flyers and told me to get on the app to arrange a hotel as part of the arrangements. They got flights rebooked the next day for us but the whole day disruption was not part of our plans!

The hotel was 80km out of town but was nice enough and I made sure any extras like taxi, lunch (not provided by hotel) were all receipted for expenses claimed later. The biggest issue for me was the fact I had to rebook car hire in Bordeaux at a much larger cost as I couldn't get through to Bordeaux car hire and hoping to get that cost claimed back too.

The next day at the airport I asked the EJ desk what caused the cancellation and they said it was due to air traffic regulations outside their control.

So I sent the compensation claim in throught the EJ online form and got the following response below.
If the ruling is down to 'air traffic control restrictions' then I can go no further of course. But my question is around their mentioning of the day before:

"Our assessment of your claim
To further explain why your flight was cancelled; on the 3rd July we experienced disruption to our flights due to air traffic control restrictions, which caused our aircraft to be out of position to operate our flights on the 4th July. Unfortunately, as a result we had no other option but to cancel your flight. We do take reasonable measures to avoid cancellations and delays to our flights by having replacement crews and spare aircraft available in our network. In the circumstances, these options were not possible as we had utilised our spare crew and aircraft for the disruption the previous day caused by air traffic control restrictions."

So Easyjet knew about the problems the previous day so on the 4th July this was a known issue and not an unexpected situation - is there anything here to go on?

Full response below:

EU261 Compensation Claim Assessment
Claim received: 27/07/19
Flight Number: 7637
Flight Date: 04/07/2019
Scheduled Departure Airport: Lisbon
Scheduled Arrival Airport: Bordeaux
Claim decision: Declined
Decision summary: We’re sorry that your flight was cancelled. Our assessment and legal team has carefully reviewed your claim and the circumstances around your flight and have confirmed that your compensation claim is not eligible for compensation payment under EU Regulation EU261/2004. Please note that this may not match with the information you were given on the day of travel, as our staff in airports, and on-board, may not have had all the information concerning your cancelled flight.

Dear Anthony,
We are sorry for the disruption to your flight. Our assessment and legal team have carefully reviewed your claim, including the circumstances around your flight and have confirmed that your compensation claim is not eligible for compensation payment under EU Regulation EC261/2004. Please note that this may not match with the information you were given on the day of travel, as our staff in airports, and on-board, may not have had all the information concerning your cancelled flight.

Our assessment of your claim
To further explain why your flight was cancelled; on the 3rd July we experienced disruption to our flights due to air traffic control restrictions, which caused our aircraft to be out of position to operate our flights on the 4th July. Unfortunately, as a result we had no other option but to cancel your flight. We do take reasonable measures to avoid cancellations and delays to our flights by having replacement crews and spare aircraft available in our network. In the circumstances, these options were not possible as we had utilised our spare crew and aircraft for the disruption the previous day caused by air traffic control restrictions.

EU261 Regulation
When we have to disrupt a flight due to circumstances outside of our control, the flight is classified under EU regulation 261/2004 as being affected by “extraordinary circumstances”. An example of disruption outside of our control would be that primarily caused by air traffic control restrictions, industrial action, severe weather conditions or a runway closure.
EU261 compensation is only payable when a flight is delayed by 3 or more hours after the scheduled arrival time, or the flight is cancelled, and the reason for the delay or cancellation was within our control. This type of disruption is classified as “non-extraordinary circumstances” in the EU Regulation. Examples of this include most aircraft technical faults or when we haven’t taken reasonable measures to prevent or minimise disruption. A copy of the regulation can be found at

Expenses
Even if your compensation claim has been declined, you may be eligible for reimbursement of reasonable expenses incurred as result of the disruption. If you have not already done so, you may submit an expenses claim on our website at

Please read this carefully before submitting a claim as this explains how we assess expenses. The only way to make a claim is via our expenses webform, we are unable to process claims submitted by email or over the phone.

We hope this letter clearly explains why your flight was disrupted. Our assessment team have thoroughly investigated all the available information and this is the decision we have arrived at.

Our Customer Services team will not be able to access any more information than we’ve provided here. Please read our “Who is entitled to compensation” section on the following link which will hopefully answer any further questions you may have.

Once again we are sorry for the disruption to your flight and hope to welcome you on board again soon.

Case reference: xxxxxxx

Kind Regards

Tejas
easyJet Customer Services

Hi tony,

If what they claim is correct, yes, it could exempt them from having to pay compensation.
We do not know where these ATC restrictions took place.
Enter your flight details into the Bott on line flight calculator and also EUclaim too. That will indicate if you have a valid claim.

Good luck.

Edi666

After years of lurking my cancelled flight got me sign up to MSE

BUD-LGW 21.30 kept being delayed and finally cancelled around 23.00.

Accomodation: app said we should not arrange our own but click on a link to express our need. We did it straight away and at 1am we got the message that no hotel room is available but if we make own arrangement they will refund. Seeing how people around us struggled to find hotel on their phone we tried one hotel but gave up. Does it not construe a lack of duty of care by Easyjet?

Re-routing: Our turn at queue, we were offered alternative flight via Paris. We accepted but by the time agent worked his system no seat was available. Alternative flight was 2 days later so we decided to book own flight for the day after.

After we arranged alternative flight with other airliner, we noticed that Easyjet app showed we were booked onto Easyjet flight to Paris but no further. We queued up again and at 1.30 am very tired agent said he made a mistake, sorry.

Once at home I put in my claims:
- cost of new (Wizzair) flight rejected on the ground that no pax name is on the invoice issued by Wizzair. I still have my boarding pass but other half thrown his away. What shall I do?
- cost of original flight refund rejected on the ground that we didn't board the alternative flight (which was a mistake by agent). What shall I do?
- compensation rejected on the ground of extraordinary circumstances.air traffic control restrictions across Europe substantially regulated the air space due to adverse weather and capacity issues, which resulted in long delays to flights as aircraft waited for air space ‘slots’ to operate, sometimes for several hours. The delays continued throughout the day and knocked on to later flights. Ultimately and in the case of this flight, We do take reasonable measures to avoid delays and cancellations to our flights by having replacement crews and spare aircraft available in our network. In the circumstances, our standby crew had already been deployed onto other flights. We had no option but to cancel your flight.

Bottnet says I have a case EUclaim says I don't.

I am losing it right now, how shall i proceed?

tonyb42

Thanks, will give it a try

Justice13075

Edi666 wrote: »

After years of lurking my cancelled flight got me sign up to MSE

BUD-LGW 21.30 kept being delayed and finally cancelled around 23.00.

Accomodation: app said we should not arrange our own but click on a link to express our need. We did it straight away and at 1am we got the message that no hotel room is available but if we make own arrangement they will refund. Seeing how people around us struggled to find hotel on their phone we tried one hotel but gave up. Does it not construe a lack of duty of care by Easyjet?

Re-routing: Our turn at queue, we were offered alternative flight via Paris. We accepted but by the time agent worked his system no seat was available. Alternative flight was 2 days later so we decided to book own flight for the day after.

After we arranged alternative flight with other airliner, we noticed that Easyjet app showed we were booked onto Easyjet flight to Paris but no further. We queued up again and at 1.30 am very tired agent said he made a mistake, sorry.

Once at home I put in my claims:
- cost of new (Wizzair) flight rejected on the ground that no pax name is on the invoice issued by Wizzair. I still have my boarding pass but other half thrown his away. What shall I do?
- cost of original flight refund rejected on the ground that we didn't board the alternative flight (which was a mistake by agent). What shall I do?
- compensation rejected on the ground of extraordinary circumstances.air traffic control restrictions across Europe substantially regulated the air space due to adverse weather and capacity issues, which resulted in long delays to flights as aircraft waited for air space ‘slots’ to operate, sometimes for several hours. The delays continued throughout the day and knocked on to later flights. Ultimately and in the case of this flight, We do take reasonable measures to avoid delays and cancellations to our flights by having replacement crews and spare aircraft available in our network. In the circumstances, our standby crew had already been deployed onto other flights. We had no option but to cancel your flight.

Bottnet says I have a case EUclaim says I don't.

I am losing it right now, how shall i proceed?

Bott & co are the leading solicitors who deal with claims. If they lose you pay nothing if the win they take roughly 30% but it will relieve you of the stress.

sk1207

Just back from Barcelona, following a 5 and a half hour delay with EasyJet. The flight was delayed due to a to a technical fault with the plane at Liverpool airport on the outbound journey. After finally getting home, I found the compensation form through the EasyJet app and within a minute of submitting a claim we (a family of 5) received an email from EasyJet confirming we were “eligible for EU261 Compensation” and will be paid out £1138.11 within 7-14 days. I can’t say I was expecting a result so soon and it has certainly put a smile on our faces following a nightmare day in Barcelona’s Terminal 2C!