Easyjet cancellations and refunds

Monkeeboy

picklepranks said:

Nippydan said:

I have been told today after 2 hours on hold and half an hour on the phone that they are not offering refunds and their policy has changed.  Website still says they are offering refunds as does their terms and conditions. 
I literally got nowhere on the phone, are they hoping we all claim on our travel insurance (can't get through to them either) but obviously we will lose money because of the excess?

I can't see how I can use them again, I completely understand the financial predicament they are in but surely they will have their own insurance?

Do airlines have insurance covering them for pandemics? I have no idea...probably not I'd say, otherwise the insurance industry would be going bankrupt right now

Seems Easyjet are playing silly beggars. I have seen the emails promising that a refund is being processed and should be in your account within 5 days yet no sign of any refund. They are clearly trying to stop refunds - maybe hoping for a change of legislation to save them bleeding cash and being able to force customers to only claim a voucher for possible future travel. If you paid by Visa card and are within 120 days of the original transactions start a chargeback to at least stop the clock. This will work for payments of less than £100. Over that amount you can choose a S75 claim with the card provider. I mention Visa chargeback simply as there is a time limit of 120 days. Good luck all.

aias322

Hi all, I have some clarity to offer on this topic as I found myself in the same situation. Clearly Easyjet are deliberately making it as difficult as possible to claim refunds, that much is clear. However, within the EU you are entitled to a refund if the airline cancels the flight, no matter the circumstances.

This is under EU rights which we still operate under. EU has issued specific communication about this with respect to CoVid, I can't post links but see official guidance at the EC, search "ec261 law covid" and check the official link.

I have emailed Easyjet with my claim as well as used their contact form so they cannot claim ignorance e.g. if I didn't get through on the phones. Good luck

Tolmeister

aias322 said:

Hi all, I have some clarity to offer on this topic as I found myself in the same situation. Clearly Easyjet are deliberately making it as difficult as possible to claim refunds, that much is clear. However, within the EU you are entitled to a refund if the airline cancels the flight, no matter the circumstances.

This is under EU rights which we still operate under. EU has issued specific communication about this with respect to CoVid, I can't post links but see official guidance at the EC, search "ec261 law covid" and check the official link.

I have emailed Easyjet with my claim as well as used their contact form so they cannot claim ignorance e.g. if I didn't get through on the phones. Good luck

Very helpful! It seems that a refund, by law, should still be offered.  I agree that it would be unfair to expect compensation, but a refund at least.

jimmyjoe16

Bagand96  It's funny how peoples perceptions vary... on another thread the Travelodge policy is causing people to label them "Worst treatment of Customers in 2020"

If you see the post after yours, it seems easyJet are now letting people request a travel voucher valid for 6 months.  This might help you?

I think everybody has to show a bit of leeway in these exceptional times. It is not an easy period for some companies with cashflow etc. Personally I am happy with vouchers as it seems to be a good compromise if a refund cannot be given. Although i think those voucher should come with at least 12 month validity. First because of the uncertainty of when things will settle and then the task of events being rescheduled.
And unless you are lucky enough to be able to afford several breaks, most people can only manage one and  only look to arrange that holiday during a calendar year and the particular season  which suits them.

Peka

Hello,
Is there a EU regulation/rule/law that stipulates the timeframe (5,10,20...days after cancellation of a flight) the refunds have to be provided to customers? Surely, EasyJet will be mandated to process refunds within that timeframe (if such a regulation exists).

withaspritz

I've been following this with intent since I am in a similar boat.  At first I was demanding of a refund ASAP... but then I watched Martin on ITV hub talking about forbearance at this time.  I can see two scenarios here:

1. EJ refund everyone, as per their legal rights, but they go bust after refunding the first say 10% of the total cancelled flights.  Customers who chose to rebook have to rely on their insurance policies as do anyone who was not at the front of the refund queue (no ATOL for flights only remember - only packages).  Customers with vouchers lose out as the voucher is now worthless.

2. EJ get as many people to rebook or take vouchers as possible by making refunds awkward, they save their cash flow for those that do want a refund which they can start to process much later, after they start flying people again.  They know how much it will cost because the cancellations have stopped and also some people may be happy with a later flight.  Those who do want refunds get theirs slowly.

basscadette

I think the vouchers would be fine as long as they result in an eventual refund if you can't rebook and are protected in the case of insolvency in the same way as your booked holiday is.  Not all companies are doing this and some (Non ABTA/ATOL protected companies) are issuing gift vouchers with no rights or protections whatsoever and no discussion.    I think if this wasn't the case then there wouldn't be so many people demanding refunds/pursuing section 75 refunds.

bagand96

Peka said:

Hello,
Is there a EU regulation/rule/law that stipulates the timeframe (5,10,20...days after cancellation of a flight) the refunds have to be provided to customers? Surely, EasyJet will be mandated to process refunds within that timeframe (if such a regulation exists).

7 days according to EU261.

That just isn't going to happen though.

DD265

basscadette said:

I think the vouchers would be fine as long as they result in an eventual refund if you can't rebook and are protected in the case of insolvency in the same way as your booked holiday is.  Not all companies are doing this and some (Non ABTA/ATOL protected companies) are issuing gift vouchers with no rights or protections whatsoever and no discussion.    I think if this wasn't the case then there wouldn't be so many people demanding refunds/pursuing section 75 refunds.

This is exactly it - there's too much uncertainty. If I were confident that a refund were available in the future, then I would be perfectly happy with a voucher We do have S75 cover, but I don't know how that works in the event of first accepting a voucher, then later going down the S75 route.

I'm wondering if we're best rescheduling the flights, but the event hasn't been rescheduled and even if it had, none of us know when things will get back towards some sort of normality. There's also the question of whether the S75 route is still open to us, if we've rescheduled the flights first.

tonymakos

Seems like they're reducing the hours they're keeping their phone lines open now. I've just gone straight to getting a refund from my card provider: i figure it might be easier. I was tempted to take a voucher but 6 months validity? No thanks.