Has easyJet cancelled a flight booking without telling you?

topherjohnc

Has anyone else had a similar experience to the following with easyJet or do you have any practical suggestions as to what further action I could take?
If the following true account seems incredulous to you, you will appreciate how deeply shocked my wife and I were at the way easyJet treated us. If you are thinking of posting a message doubting any part of what follows, with all due respect please do not waste your time or my time. I have done nothing and omitted nothing which might exonerate easyJet for its actions.
Previously I had been a very satisfied customer. I should like to know if this has been a one-off by easyJet or if there have been other similar victims. I never expected them to behave in such an un-businesslike and unprofessional manner.
EasyJet broke its contract of carriage with me for two online bookings from Gatwick to Geneva. The first booking for my wife and me to fly on 15th June was made in March; the second was made on 3rd April for me alone to fly on 23rd July.
EasyJet confirmed both bookings by email, took payments from my accounts then cancelled both bookings without telling me until my wife and I arrived at the check-in desk on 15th June. The excuse given for cancelling both bookings was an alleged attempted fraud on 4th April involving my address but they have provided no proof. Having paid £197 for the 15th June booking I was offered replacement tickets at £600 and told to claim repayment later. After insisting this was extortionate I was eventually offered and paid for new tickets at £208. By this time the original flight check-in had closed. My wife was distraught and in tears at the thought of missing a family wedding. I was publicly embarrassed by easyJet’s refusal to accept payment by card in spite of my 5 start credit rating. Our eventual arrival on the next flight to Geneva was delayed by nearly 3 hours.
The second booking (for the 23rd July flight) had also been cancelled without informing me and this forced me to pay £121 for a replacement ticket.
EasyJet twice refused to repay any money at all until I wrote a third letter when they reluctantly agreed to repay on 26th July the cost of my original bookings. One of these two repayments still has not been received (18th August). They refuse to repay the higher cost of the replacement bookings I was forced by their mistake to buy, or to pay compensation for late arrival under Council Regulation (EC) No. 261/2004. By any measure this is unacceptable. The behaviour of their Customer Services department over this matter suggests their sole intention is to frustrate my valid complaints. I have escalated the complaint by writing to CEO Mr A Harrison who has failed to reply.
I have written to the Air Transport User’s Council who tell me they are so busy they cannot look at this matter for two or three months! No wonder if the industry is riddled with the likes of easyJet! I have told easyJet if the matter is not soon resolved I shall consider entering a County Court Claim.

TBeckett100

i am lost, why did they cancel the bookings?

exel1966

Outstandingly good

Airlines DO NOT 'secretly' cancel passengers flights. Maybe you ought to give the FULL account of the facts rather than a rant which doesn't make sense. You might get more advice that way.

dmg24

Acceptable

Why was your arrival delayed? You bought new tickets, surely you got the flight?

I'm really confused ...

dmg24

Acceptable

Initially I was told I could buy new tickets for the first booking for £600, three times the original cost, and later claim repayment. Eventually after my outraged insistence I paid £208.

How much did you originally pay for the 'secretly cancelled' flights? (I love a good conspiracy theory!).

How much did you try to claim back?

You were delayed for three hours. Why do you feel you are entitled to compensation under the EU Regulation?

topherjohnc

Appallingly bad i.e. designed to frustrate valid complaints

easyJet suggested there had been a fraudulent attempt to make a booking on 4 April using my address but have failed to provide any evidence of this. Although I'm a previous customer and they have my full details they made no attempt to contact me or my card company for any confirmation before cancelling the bookings without telling me.

topherjohnc

Appallingly bad i.e. designed to frustrate valid complaints

exel1966 wrote: »

Airlines DO NOT 'secretly' cancel passengers flights. Maybe you ought to give the FULL account of the facts rather than a rant which doesn't make sense. You might get more advice that way.

I knew nothing of the cancellation until my flight was denied when I arrived at the check-in desk. They made no attempt in advance to contact me or my credit card company even though as a previous customer they already had my full details. Can't get much more "secret" than that!

M4RKM

did you log in to you account when booking?

did you check after your booking, that it was still there, either online or by phone? these are simple checks that i do, just to ensure there are no issues.

It seems odd that they didn't try to contact you. Are you sure all your contact details in your acct with easyjet are correct??

topherjohnc

Appallingly bad i.e. designed to frustrate valid complaints

dmg24 wrote: »

Why was your arrival delayed? You bought new tickets, surely you got the flight?

I'm really confused ...

Thanks for responding. Although I was at check-in early by the time easyJet duty manager decided to offer replacement flight (£208) my original flight was closed. Arrival time of next flight which I caught was nearly 3 hours later than original flight booked.
Hope that helps to dispel confusion.

topherjohnc

Appallingly bad i.e. designed to frustrate valid complaints

Thanks for replying and good suggestions. Yes logged into account when booking, phoned easyJet afterwards and got verbal confirmation then received email confirmation easyJet which I presented at check-in time.
Have since checked my account details - they are OK.

mystic_trev

Outstandingly good

Otherwise we'll get Stelios to sit on your face :eek: