Easyjet cancellations and refunds

Laurence_Harvey

Mustsavemoney said:

Hi, I accepted a voucher for my cancelled flight (June 2020). I can't use the voucher code online. I have to call... Easier said than done! Since the June 2021 flights were released this morning my flight from last year was double the price at 7:45am. It is now 3x the price and I still can't get through on the phone. What can I do? Can I demand a full refund rather than the voucher somehow? I felt I was doing the right thing by accepting the voucher, as all the advice at the time was to do that to help travel companies. I now feel totally fleeced by this company! A company that I travel with frequently. Anyone else having similar problems or can offer some next steps? 

My wife and her sisters booked Easy jet flights to Turkey for June next year. They got up extra early last Thursday morning and booked their 'newly available' flights online.

The price of the flights was rising considerably each time they logged on but they eventually got everything booked, but of course, they didn’t have Easyjet vouchers.

Easyjet obviously just wanted ‘new’ money flowing their way. Why would they make it easy for customers with vouchers to book those flights?___they’ve already got your money.

What a despicable way for Easyjet to treat their ‘loyal’ customers; a right Royal kick in the nether regions! 

They’re not the only ones though.

A fair number of previously well-respected companies have all ‘apparently’ adopted tactics that a seasoned internet scammer would be proud of. I’m presently embroiled in a battle with TUI and my Credit Card company over a £4k refund. It’s easier to contact the dead than TUI.

 

TheShape

philip1988 said:

Submitted refund form on the 18th June, payment in my account 16th July. I think I have been pretty lucky

Fairly close to my experience.  Refund requested 16th June, received 19th July.  

jimmyjoe16

booked  flights, belfast to liverpool  :dep 8th july return : 10th july  The return flight was subsequently cancelled but not the outgoing one. As it was the one booking are both flights due a refund. No point going on the 8th if i couldn't return!
Applied for refund on 23rd of June , received email and a text message from easyjet today. 

Payment details
•	Payment to easyJet of £179.92 by Mastercard on 19/02/2020
•	Payment to easyJet of £26.00 by Credit/Voucher on 22/07/2020
•	Payment to easyJet of £99.98 by Credit/Voucher on 22/07/2020
•	Refund of £125.98 to Mastercard on 22/07/2020              I have no clue what the vouchers refer to as i didnt apply for any plus it seems im being refunded only £125.98 from a payment of £179.92. However, this is showing on the "My Bookings" section of the easyjet website 19/02/2020  Mastercard    ****1234 £179.92 22/07/2020  Credit Shell    *******Call Centre £26.00 22/07/2020  Credit Shell    *******Call Centre £99.98 22/07/2020  Mastercard    *******Refund -£125.98 Total Paid: £179.92                    Again , I have no idea what "credit shell call centre" means!! I wish easy jet could be clearer..Does it look like EJ are giving me vouchers for the flight they didnt cancel even though it was a single booking?

Caz3121

jimmyjoe16 said:

Applied for refund on 23rd of June , received email and a text message from easyjet today. 

However, this is showing on the "My Bookings" section of the easyjet website 19/02/2020  Mastercard    ****1234 £179.92 22/07/2020  Credit Shell    *******Call Centre £26.00 22/07/2020  Credit Shell    *******Call Centre £99.98 22/07/2020  Mastercard    *******Refund -£125.98 Total Paid: £179.92

How did you request the refund? 
the total of the 2 'credit shells' come to the refund amount, was this for 2 passengers?  (£26 could be the APD and the remainder the fare - this may be for internal reporting)
If you requested the refund online then it is possible that they have only refunded the cancelled flight...You have a right to both flight being refunded if on one booking however as a point-to-point airline and with no area on the online form to confirm whether you are wanting the non -affected flight to be refunded or kept, their default position appears not to make any assumptions (some people may keep the unaffected flight and purchase a replacement for the cancelled flight elsewhere) and only refund the cancelled flight.
In the case of one cancelled/one not the best approach would be to speak to them on the phone (difficult I know from experience) to make sure they understand you no longer want/need the unaffected flight so they know to refund
Could the remaining £53.94 be the cost of the unaffected flight? 

jimmyjoe16

Thanks Caz3121     
I requested the refund through the link on their site after being offered vouchers, which i declined. The flights were for 8th & 10th of this month, so they know i wont be  needing the first flight as the date has already passed.And the flights were for a specific event ( a graduation which was postponed) so both flights became redundant in any case.i had already emailed them about the details when i was informed on here that if one flight is cancelled on a single booking then both flights become refunded as a matter of course.
I was thinking that myself, that the difference was the unaffected flight price. Ive tried ringing them previously but like most others i dont get through no matter how long and often i try.
Would contacting the credit card company help me in any way?

Mustsavemoney

Easyjet are refusing to refund me as I originally accepted a voucher. From my previous message you'll see that I can't get through to them to rebook. I have since booked flights with another airline. I have submitted another complaint to EasyJet. Is there anything else I can do? 

keninBtn

eskbanker said:

Never rule out incompetence rather than malice!  When cancelling one flight in a booking they are legally obliged to refund the entire ticket (unless you choose to accept alternatives) so they should still issue a full refund based on that alone, even if the return flight was still scheduled to operate at that stage, but cancelling the return flight also triggers separate refund rights for that one anyway....

@ eskbanker, per your advice of 30th June, full refund now received from easyJet for outward and return flights and baggage. Thanks again ! Ken

joncombe

I've been refused a refund. I booked a one-way flight from London Luton to Inverness with 5 days car hire last September for early July. 15 days before the flight I received notification of "important changes to my booking.". My flight was cancelled but rather than admit this, they moved me to a flight departing from London Gatwick (rather than Luton), a day later and at a different time with a different flight number. The original flight number didn't operate and they had no flights from Luton to Inverness.

The email said if you were happy with the changes (I was not) you don't need to do anything. Otherwise you have to telephone to request a voucher (no mention of the option of a refund). Now I know that if a flight is cancelled (as it was, because the flight no changed) you are entitled to a refund. They didn't have the "manage disruption" button the website for this booking, it simply showed the new flight times as if that is what I had originally booked. No option to change or cancel on the website.

I tried to contact Easyjet on the telephone multiple times. Most times the call cut off with the message they were not taking calls to "avoid waiting a very long time". A few times I got into the queue but after over 1 hour of waiting and no answer (or indication of how much longer I'd have to wait) I had to give up. I also used their Contact form to state I objected to the change and would like a refund instead.

I did get a reply to my email (but after the date of the flight) but it just stated "Please find below a list of frequently asked question on what to do next" which of course just directed me to telephone (as I had already tried). I submitted the refund form anyway but I've now had an email denying me a refund because "I'm sorry but as your flight has not been cancelled, you are not eligible for a refund".

Except my original flight WAS cancelled. The one they moved me to (without my agreement) was cancelled.

This is clearly another way to try to avoid giving a refund for a cancelled flight. Since this is also part of a package (I booked car hire too) I believe they are required to refund. In addition the change email made no mention of the fact I'd also have lost a day of the car hire but did not offer any kind of refund/discount to account for this.

I have raised a dispute with my card company, but I suspect EasyJet will try to object. Any suggestions on how I deal with it if they do? My phone bill will at least record that I called them a number of times and waited > 1 hour so I do have proof I tried to contact them.

couriervanman

Requested refund 16th June informed on 13th July refund would take 10 days to reach my account....it landed in the same day

Meier197

Requested refund 1st June, received email on the 15th July that it would arrive it next 10 days. It's now 30th July and still not received it