Cancelling an Easyjet Package Holiday

davidm_uk

In January this year I booked an Easyjet package holiday (flights + hotel) for 4 people to Krakow. £240 deposit paid. Payment of the

balance is due by 19 March.

We've decided to cancel. Despite many attempts I've failed to get through by phone to their Customer Service Team, which the booking conditions say I must do. Digging around their website I found an email address for the Customer Service Team, and I have emailed them stating that I am cancelling, and acknowledging that I will lose the deposit (notice of cancellation more than 60 days from start of holiday = loss of deposit). I've received an automated reply from that email address stating "We will reply to your email within the next 28 days". The email references that Customer Service Team. That 28 days will be after the payment deadline, when their T&Cs state that they will then charge 50% of the holiday value for cancellation.

Does the sending of my email, and their acknowledgement constitute cancellation, or is there anything else I can/should do to avoid losing more than the deposit. I don't really trust Easyjet, particularly as they must be getting a lot of cancellations now. The cynic in me thinks that's why they aren't answering their phones!

bradders1983

Well no, the reason they are probably busy is that a load of people are needlessly panicking about this virus thing. The fact you sent the email should be sufficient.  If you have a log of phone call attempts and duration then this would be sufficient in case they try and ask for 50% off you, you can just keep trying in the meantime anyway.

Westin

“The cynic in me thinks that's why they aren't answering their phones!”

So the hundreds of staff in their call centre are sitting with arms crossed purposely not answering the phones in case it is you calling to cancel?  Your inner cynic is wrong.

I would expect these poor souls, together with the additional staff probably seconded in from all areas of the business to deal with passenger enquires following the well reported CoVid-19 issue, are just very very busy. It may surprise you to learn that you won’t be the only person calling them.

When you do reach them, be nice