Easyjet App

Janeyjaz

Hi, I would like a bit of advice, we just got back from family holiday in Barcelona, my husband and I and our 2 sons flying from NCL, my daughter from LGW, her flight due to get in at 50 minutes before us, I booked the transfers in advance for the 5 of us.
My daughter was using the easyjet app for her flight, it also counted down to the gate, when it showed her the gate she went to the gate arriving about 10 minutes later, she was then told by a member of Easyjet staff that the gate had closed and she had missed her flight, she rang me approx 4 minutes later very upset and not knowing what to do, she had been in the airport at least 3 hours before, she rang me at 16.39, according to flight stats the gate closed at 17.00 and the plane did not leave until 17.22, I had to check and see if there were other flights leaving LGW and instruct her to get another flight - does anyone know our legal rights?
Thanks

jpsartre

At what time was her flight and when did she show up at the gate? The gate closes 30 minutes before scheduled departure. If your daughter failed to meet that deadline there is nothing you can do.

Westin

She should really be looking at the flight information screens within the airport for the gate details rather than relying on her mobile phone to be updated with information.

Easyjet are quite clear that you need to be at the gate at -30 minutes (minimum) and that is printed on boarding cards and displayed on the ap.

No "legal right" or claim if she did not meet the requirements to report the the boarding gate on time.

peachyprice

She should have been looking at the screens herself, especially when the app hadn't given her a gate at 40 mins before departure.

4G and Wifi connections can be absolutely crap in Gatwick, last time I flew from there I couldn't get any connectivity at all, so it's likely that the message was sent on time by EJ but lack of connectivity delayed receipt.

Caz3121

what time was the scheduled departure of the flight? (not the actual take off time)

Westin

Caz3121 wrote: »

what time was the scheduled departure of the flight? (not the actual take off time)

Perhaps EZY8577 ex LGW 16:50?
Gate closure would be 16:20.

jpsartre

Westin wrote: »

Perhaps EZY8577 ex LGW 16:50?
Gate closure would be 16:20.

Sounds likely as that flight arrives at BCN 55 minutes before the daily flight from NCL. That makes the daughter 15 minutes late at the gate.

phatbear

The easyjet app cant be relied on, and there will be a clause in their t&c's to this effect.

Evidence of this is checking it when it says the eta is 10mins but the passengers from the flight are standing in front of me waiting for there bags

Caz3121

on Friday 26th it was scheduled to leave 16:55 and left 17:20 so could be the relevant date
This would mean gate would have closed 16:25
If she rang at 16:39, 4 minutes after being told she had missed the flight then that looks like she got to the gate at 16:35 so 10 minutes after it closed
Did she not think to look at the screens in the airport?

Janeyjaz

Just to say, my daughter has a sight problem and as her boarding card was on her phone, she was checking that to see the gate and the gate time, which it did display but too late to catch the flight - it was 29/08/ and it was the 16.50 flight

katejo

I use the Easyjet App but don't rely on it while waiting to board. I always keep an eye on the display screens at the airport.