Easyjet cancellations and refunds

epm-84

superbigal said:

myrealusernameunavailable said:

harz99 said:

myrealusernameunavailable said:

Hello all, I hope everyone is keeping safe and well.
I am not sure this is the right thread to post this query - so apologies in advance. 
I have received an email from EasyJet informing me of the cancellation of our outbound flight from UK to Switzerland (scheduled for end July). However the return leg/inbound flight back has merely been "changed" to an different time on the same day. Of course not where I wanted to be with these flights - cant travel from the place if I am not travelling to the destination in the first place. I have tried reaching out to EasyJet customer service but no luck. Any pointers on how to proceed further with this will be much appreciated. Thanks    

As you got an email direct from EJ i'm assuming you booked direct with them? If both flights are on the same booking with the same reference number, you should get a full refund. Scrutinise the email closely, as there should be a link to follow  which will eventually after more clicks, lead you to a claim form, probably best looked at on a large tablet/laptop as it doesn't appear obvious on a phone screen.   

Thank you - you are right, i did not notice both the flights are indeed under the same booking reference (same booking). I have also managed to get through to the refund form after what seemed like a thousand clicks. My outbound flights are 17 days from today - should i wait until it is within 14 days to ask for a refund or raise that request now? Would they decline if it is more than 14 days?  

Here is how a more reputable Airline communicates those type of changes. I got this email from BrusselsAir
We regret to inform you that, as a repercussion of the Covid-19 pandemic, we are required to adapt our flight schedule. Therefore, the itinerary of your booking with reference xxxxxx has been changed.

Your flight SN2066, departing on 01OCT from Edinburgh to Brussels (Brussels Airport) at 06:05, has been cancelled. We propose to rebook you on flight SN2064 departing from Edinburgh on 01OCT at 15:20 and arriving in Brussels (Brussels Airport) at 18:00.

• If you agree with the proposed change, click here: Link Removed (and I'll receive my updated tickets)
• If you do not agree with the proposed change, click here: Link Removed (and I will contact my travel agency or Brussels Airlines to find the most suitable solution)

Important information: We need your reply latest by 21JUL. In case we do not receive a reply from you in time, the proposed flight will also be removed from your booking. Rest assured that you can, in such instance, still contact your travel agency or Brussels Airlines for alternatives.

I'm not sure they are a more reputable airline.  I booked via Brussels with the intention of spending a few hours in Brussels to explore during the stopover and they cancelled the flight I had booked for my 2nd leg.  However, the new flight they offered me was earlier meaning exploring Brussels during the layover wouldn't be practical.  I noticed there was a later option out of Brussels on the same day so I said that if they can change my booking so that I travel on the later flight I would find that an acceptable option.  However, their booking team were unable to do that and were only able to offer me a seat on the later flight out of Brussels if they also changed the flight for my 1st leg to a later flight, which defeated the point of moving to a later flight for the 2nd leg!  I think the reason for this was the flight for the 1st leg was fully booked and their booking system didn't allow them to change one leg from the suggested alternative to a different alternative without rebooking both legs.

Also they are telling customers not to phone them unless they are travelling in the next four weeks, they have turned off their email address for correspondence and encouraging other customers to communicate via DMs on Twitter and Facebook but it seems if you type certain words in your message like using 'refund' in the sentence 'if you cannot offer this I will be requesting a refund' then you get an automated response on refunds and no actual person sees your message!

simon_r

So, similar to a few posts last week, I had an email last Sunday confirming my refund, and saying it would be credited to my account on 5tth July.  Over a week later it is still not on my card and my bank has no indication any payment is on the way.

Any thougghts on how long it should take between email and payment arriving?

quebe

harz99 said:

quebe said:

harz99 said:

quebe said:

Hi folks, we were due to fly to Paris for 3 days next week, the outbound flight is still going ahead but the return isn't and we've been shifted on to the later flight - 7.5 hours later to be precise. 
Easyjet have sent an email that conveniently doesn't say the flight is cancelled, just that our flight time has changed. The original flight and the one we were moved to have different flight numbers. Both original flights were booked as a round trip under the same booking reference.
I've applied for a refund online as i can't get through to Easyjet, just get constant messages about only hanging on the line if travelling in the next 48 hours. Just want to check if there's anything else I should do? I want a refund but in a position to accept a voucher if i really had to, however, if you try to accept a voucher online, there's no option to do so via Manage my booking and as i can't get through on the phone... 
Thanks

Have you tried going to the C-19 help hub and putting in the details as one of your flight legs clearly has been cancelled whether they word it that way or not?

I have, yes. I've completed the refund form. I just wanted to make sure there's nothing else i should do.
I had easyjet flights earlier in the summer that were cancelled due to C-19 and have been refunded but I got emails for both of those that specifically said they'd been cancelled.

I think you've done all you can then, just have to wait for their response.

Appreciate the replies, thank you!

myrealusernameunavailable

myrealusernameunavailable said:

I booked directly from EasyJet. My outbound flight (from UK) was cancelled and the inbound flight was changed (new flight number and times). after receiving the cancellation email from them, I completed the online form to get a refund - and - I am not entirely sure how or why but I was refunded the same day although not the money I paid at the time of making the booking. the overall booking was around £250. i got refunded £15.47. no idea what happened there! 

I thought an update on this would probably help someone. 
BEWARE ALL - After trying every day for the last 4 days i finally managed to get through to the EasyJet customer service. On enquiring about the partial refund, I was informed that I have been issued a voucher for the remaining amount (£230 approx). On asking the reason why I have been issued a voucher when i categorically requested full refund, I was informed that the notes on my booking say that I sent them an email asking for voucher. This was categorically untrue. I did not send any email to this effect. I disputed that and asked for a proof. I was then left on hold of next 8-ish min while they investigated. When the customer service rep returned I was told to "talk to your bank" and the line was disconnected in a hurry (by EasyJet). 
I immediately logged in to my EasyJet account to find out what was going on only to find that the booking and all my info has disappeared. Nothing whatsoever remained of the booking, the flights or the passengers. All my previous flights are also no longer there. Seems like they deleted all details from my account in a hurry?! This is very dodgy and has left me surprised at the blatant lies and such drastic action. 
On the positive side, my chargeback should be super-easy as there is no booking and EasyJet failed to provide services. 
However the way it was all dealt with was shocking! 

Edit - Reworded. 

FtbDreaming

simon_r said:

So, similar to a few posts last week, I had an email last Sunday confirming my refund, and saying it would be credited to my account on 5tth July.  Over a week later it is still not on my card and my bank has no indication any payment is on the way.

Any thougghts on how long it should take between email and payment arriving?

I am in the same boat. Got the refund email on the 4th and still no money. Natwest says wait upto 15 days before contacting them. I dont feel hopeful. Lots of people on this thread seem to have gotten the refund email on the 4th.

ciderboy2009

FtbDreaming said:

simon_r said:

So, similar to a few posts last week, I had an email last Sunday confirming my refund, and saying it would be credited to my account on 5tth July.  Over a week later it is still not on my card and my bank has no indication any payment is on the way.

Any thougghts on how long it should take between email and payment arriving?

I am in the same boat. Got the refund email on the 4th and still no money. Natwest says wait upto 15 days before contacting them. I dont feel hopeful. Lots of people on this thread seem to have gotten the refund email on the 4th.

Another one from the 4th here.

I got the refund for pre-booked seats within a couple of days(I'd booked that separately) but the refund for the actual flights (about £740) has yet to materialise.

My bank has also said to allow 2 weeks before starting a chargeback - this should go through without a problem as the email from Easyjet lists both amounts as having been refunded.

muffintop

Like earlier posters we have had our flight times “changed” without reference to us.  Our return flight was at 10.10am but has been brought forward to 6am, and we can’t make that flight.  The amended return flight has the original flight number and the 10.10 no longer exists.  It’s a clandestine cancellation.  I want a refund of both legs.  If I just ask for one will I get it?  The website just goes on about the EU regs (and this is less than 5 hrs of changed time), but surely it’s a breach of contract, not about compensation.

DINKYVAN

Still nothing in my bank...

epm-84

muffintop said:

Like earlier posters we have had our flight times “changed” without reference to us.  Our return flight was at 10.10am but has been brought forward to 6am, and we can’t make that flight.  The amended return flight has the original flight number and the 10.10 no longer exists.  It’s a clandestine cancellation.  I want a refund of both legs.  If I just ask for one will I get it?  The website just goes on about the EU regs (and this is less than 5 hrs of changed time), but surely it’s a breach of contract, not about compensation.

I had an argument with Monarch a number of years ago when they moved an afternoon flight to a pre-7am slot for a flight+hotel booking.  They argued their T&Cs allows them to move flights by up to 12 hours but I argued I specifically chose a date where they offered an afternoon flight so it was not possible for me to get to the airport for a pre-09:30 flight using public transport.  They did eventually agree to refund me but it was obviously not in the current circumstances, as well as being with a different airline.

utopiah

DINKYVAN said:

Still nothing in my bank...

Me  neither