Easyjet cancellations and refunds

mallymal

tonymakos said:

I have a flight booked for Thursday 26th from Edinburgh to Lisbon which hasn't even been cancelled on their website yet. I was led to believe that all of their flights were grounded, so surely this HAS actually been cancelled but they haven't got round to putting it on their system? I'm also looking for a refund but with no contact available (and i've been continually trying all day) and not even a "manage disruption" link to click on am I just going to lose my money here? Time is running out for me to able to speak to them!

I’m in the same boat.... due to fly manchester to faro tomorrow, and the manage booking page is still telling us to add API! Surely it’s cancelled based on govt advice against “all but essential travel”.

parcival

Most of Easyjets flights say 'sold out' rather than cancelled.  Clearly they are not sold out but they will not be operating.

Very poor by Easyjet. Might be worth a letter to head office in Luton stating that you want a refund under EU regulations. Send by recorded delivery. No point in trying to ring as I have heard of a single person who has managed to get through. Making Ryanair look good!!!!!

Intenso

Judging from Easyjets facebook and twitter pages many many people are currently struggling to arrange refunds for cancelled flights.

It appears that many people are complaining that eayjet have removed the refund tab on their webpages and are neither answering the call line or chat line.

This is very concerning given the EU directives regarding cancelled flights.

I'm only surprised this has yet to hit the news.

I can imagine some Section 75 claims flying in shortly...

tonymakos

Flight now confirmed as cancelled, original flight time 650am tomorrow, no option for a refund and the clock is now ticking to get in contact with them before (i presume) i'm out of time and they tell me "well we gave you the option to rebook" and that's my money gone. I'm not sure what the legal recourse will be here, what with it being an "extraordinary circumstance" and all that. What's the EU regulation on refunds you guys were talking about above? Would it be relevant in this case?

Malhoo

rfiona said:

Malhoo said:

crystalclear said:

I am only getting option to change flight too, no refund button.
Cannot get through on phone, they just cut me off every time I call
Do you think emailing for refund would work, my original flight was for 27th March so not a lot of time left to make contact if I need to do it before that date.
  

My date is the same. I have already tried emailing a response to their original email and emails their complaints email but got a response saying that the email address was no longer in use.

Which email address did you use?

I used customer.support@easyjet.com

creasechris

tonymakos said:

Flight now confirmed as cancelled, original flight time 650am tomorrow, no option for a refund and the clock is now ticking to get in contact with them before (i presume) i'm out of time and they tell me "well we gave you the option to rebook" and that's my money gone. I'm not sure what the legal recourse will be here, what with it being an "extraordinary circumstance" and all that. What's the EU regulation on refunds you guys were talking about above? Would it be relevant in this case?

EU-261
https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm#cancellation
https://en.wikipedia.org/wiki/Flight_Compensation_Regulation#Rerouting_or_refunding
And specifically as applied to COVID-19:
https://ec.europa.eu/transport/themes/passengers/news/2020-03-18-covid-19-guidance-eu-passenger-rights_en
It's important to clarify that you are not entitled to compensation, but you are entitled to a refund.

Intenso

I wonder if someone might be able to put together a refund email template?

tonymakos

creasechris said:

tonymakos said:

Flight now confirmed as cancelled, original flight time 650am tomorrow, no option for a refund and the clock is now ticking to get in contact with them before (i presume) i'm out of time and they tell me "well we gave you the option to rebook" and that's my money gone. I'm not sure what the legal recourse will be here, what with it being an "extraordinary circumstance" and all that. What's the EU regulation on refunds you guys were talking about above? Would it be relevant in this case?

EU-261
It's important to clarify that you are not entitled to compensation, but you are entitled to a refund.

Thanks mate, appreciate it. My concern is that this guidance all seems to relate to facing the fact your flight is *going* to be cancelled, rather than the options presented after it has been cancelled. Sure, we're entitled to a refund, but is that even if we've been offered a rerouting and there's no way to tell the company you don't want that? I'm extremely sceptical of being able to retrospectively chase a refund from a cancelled flight in the past where i was at least offered *something*. So much so, in fact, that i'm toying with the idea of rebooking it anyway for some random time in the future just so i don't lose the money. Pah. Thanks for your help btw

roperr1

It seems EasyJet will only declare a flight cancelled and offer a refund within 1 or 2 days of Takeoff. Also the website shows many affected flights are "Sold Out" into the future. Why don't they come clean and offer refunds on all the flights affected by COVID19 rather than keep us waiting till the day before departure. Surely they understand that a change of Flight is not always achievable for some people like myself (even up to the 23rd March which they now allow)

Tolmeister

I'm in the same boat.  Tomorrow's flight cancelled yesterday evening and they have removed the refund option from their website.  Have tried using the contact us form and sending an email but nothing back.  LOTS of people on Twitter in the same situation.  Contact centres appear to be closed and very little response from Easyjet.