Easyjet cancellations and refunds

tilly78_2

I have been calling the phone number for the last couple of days, I am asked to select option 1 for flight only then it advises customer call centre is busy and call back later, it then gives you some advice and cuts you off.  For those who have successfully got to speak to someone at what point do you know you have made it into the queuing system. 

laslomas

tilly78_2 said:

I have been calling the phone number for the last couple of days, I am asked to select option 1 for flight only then it advises customer call centre is busy and call back later, it then gives you some advice and cuts you off.  For those who have successfully got to speak to someone at what point do you know you have made it into the queuing system. 

This is happening to me too. Choose option 1, then a long shpiel about how busy they are and you can do most things online. If you really need to speak to someone, call back later, - Goodbye. No queue. How do you actually make it into a queue?

pgoncalv

techno12 said:

Now they've cancelled the return leg as expected, but when you go to "Manage Booking" it says it cannot do it as it's already been done. Of course it has, as the flights were booked together and thus both flights come under the same booking number.

I'm assuming it'll arrive automatically as I don't fancy that phone queue!

There is a form on easyjet´s website where you can raise online complaint or suggestion that may work to highlight what seems to be a process limitation. 
I believe in normal circumstances most customers may rush to cancel and then find that rebooking is a much better option so it seems reasonable to invite people to contact before doing so. 

cubegame

After getting a cancellation email for a return flight from Funchal this morning (outbound cancelled a week ago) I tried to phone them on the normal number. Like others have noted, I could not get onto the queue and I tried about 50 odd times between when they opened and midday.

Anyway, I then decided to look for an alternative number and picked up 03303655454 from SayNoTo0870. This appears to be a multi-lingual customer service line. Anyway, to cut a long story short, I pretty much got straight through and got a refund quickly and easily processed (total call time including the wait was just over 8 and a half minutes).

Get in there quick....I'm sure they'll close it off.

Riskman

If Easyjet had held off paying out £174 million in share dividends a fortnight ago I might have had some sympathy for them.    Buying shares is a risk and reward activity and Easyjet's shareholders have been rewarded enormously over the last several years so now they should share the pain and not expect the customers (and probably the taxpayer) to bear the cost.  A typical example of boardroom greed

Sam_84

Sam_84 said:

My suggestion is, even if your flights had been cancelled whilst there was still the option to click 'refund' and you chose a refund but the email that you got did not have "Refund of £X" in the Payment details section, that you are going to have to call easyJet.

Here's a bit more detail:

Our flights were cancelled and, at the time (15 March), there was the option to select 'refund' which we did.  We got an automated email a few minutes later saying our refund was being processed.

As we hadn't yet had our refund, I phoned this morning - on the 0330 365 5000 number.   Spoke to very helpful lady who checked my details and said that I would get our refund within the next 5 days. 

The interesting part was that I then got an email which - in the Payment Details section - had entries showing "Refund of £XXXX to Visa on 03/04/2020" as well as "Payment of £XXXX by Visa on dd/mm/yyyy".

This had not been on the first email I got on 15 March.  That first one just had entries for "Payment of £XXXX by Visa on dd/mm/yyyy".

Hope this helps

PS: When I phoned I did get "please call back later" a few times but finally did get in the queue. Positive point: the wait time was 25 minutes which was much less than I was expecting.

Updating this to finish it off:

The full amount of the refund showed on my credit card when I checked it this morning (I've been logging in to my credit card account every morning to check).

Artykst

Our Easyjet flights were cancelled. We had paid on credit card so have some cover there.  My dilemma is, if I do not want to immediately take the vouchers or re book a flight for later in the year which I could do online because of delicate health.  I could ask for a refund but have to do this on the phone which is impossible as it just advises very busy 'ring back later'.  My worry is if we all ask for a refund we may drive the company into the ground.  I am happy to 'wait and see' then book a flight when available and when I know we are able to go.  If I eventually re-book and they collapse is my money lost or am I still protected under the original credit card purchase or is this complicated and no longer an 'original' transaction.  Don't want to ask for a refund and push them towards collapse, we need our airlines.  

Thomas1967

Just to reiterate what others have said: I managed to get through to easyJet on the 0330 number this morning. Waiting time was only five minutes. There was no real fuss - no pressure to go for alternative flights or a voucher. It took less than two minutes to action. Getting through has been the challenge so far, so perhaps I was just lucky today. Anyway, when I came off the phone my flights had disappeared from the 'My bookings' page, which suggests that a refund has been processed. Three to five days for it to arrive, apparently. Fingers crossed.

desrat

I have been phoning the customer support team for over a week but always engaged.They are trying to force me into getting a voucher or re-book later but I want a refund. How can I sort this

robert31

My flight was 24th March and cancelled by Easyjet. I called 30 minutes ago on the 03 number and tried several times. At first I got a male voice with a message saying they were very busy and to call back later, I kept retrying but still got the same message, so I waited 10 minutes and rang again. This time I was asked to press 1 for flight only and a female voice then asked me to choose an option. I waited only a few minutes and got through. Asked for a refund and confirmed I didn't want a voucher or to rebook and was told I would be refunded. I've also had an email confirming the refund is being processed. In total the successful call took 6 minutes. My advice would be to keep trying the number every 10-15 minutes.

I'm not exactly sure how they have calculated the refund though as its not the full amount back. Does anyone know how they are calculating what's due?