Easyjet misleading customers over flight changes - be very careful when changing flights

Simon_cordey

Advised that any flight can be changed due to Covid 19 free of charge.  Advise you will only pay if the flight price is more.  This is correct, what they do not tell you is that if the flight price is considerably cheaper you will not get a credit note for the price difference.  Nor will they tell you that if you need to change the flight again you will only be able to use the funds to the value of the cheaper flight. 

My Experience

I paid £2817 for flights to faro departing in August 20, after being advised by one of their agents I could change my flight to Palma Majorca from Faro Portugal on 9the August, then discovering that the flights were only £1200 pounds.  I rang to see if I could get a credit note for the difference to use for the flight I planned to book for next year.  Was told by the agent 'no' but I could change the flights back to Faro and simply change the booking to next year when the schedule was released on 16th July.  He then laughed and told me that the original flight had been cancelled but this was ok because he could move me to the flight on the next day.  He assured me that the £2817 I had originally paid for the flights would still be available for me to use when I changed the flights to next years.  All good I thought and followed his advice changing the flights to Faro on 9th August and made a new booking for this years trip to Palma safe in the knowledge that I would be able to use the £2817 funds held by easyjet to change the Faro flight to next year when they were released.

Please do not be mislead like I was, this advice was a complete lie. When the new flights were released I tried to make the free of charge change as advertised on the Easyjet website and confirmed by their agent, only to dicover that I had to pay an additional £1800 for the fare difference.  I was shocked at this as I had checked the flight prices and they were only £2600 well within the £2817 easyjet held and that I had been assured would be available.

After spending untold hours waiting for a customer service agent I was told I had it all wrong and I could only use the price of the fight I had changed to which was £730 as this was their policy despite what I had been told by their customer services agent and that Easyjet would just keep the rest as a charge.  They have promised to listen to the orignal call where I was told the full amount would be available,  they never did and never came back to me,as promised. I was then told that the call recording didn't exist even though I had previosly been told it did.

I know I'm probably going to have to chalk this up to experience as the time period is now to short for me to be able to fight this.  However, felt I should warn others about this very shady practice of taking customers money wihout providing any way for a customer to make an informed choice and actively lying to customers about this practice. I could understand If I had been asking for a refund on a non refundale flight but no refund was ever expected or asked for, all I wished was to be able to change the flight to next year without paying extra as promised by Easyjet.

Caz3121

Simon_cordey said:

what they do not tell you is that if the flight price is considerably cheaper you will not get a credit note for the price difference.  

scroll down to the terms and conditions at the bottom of the main page
"If the new fare is higher you will be required to pay the fare difference. No credit is given if the new fare is lower."
https://www.easyjet.com/en

Simon_cordey

Fully aware of that but the flight price is lower than the £2817 I paid was not asking for a refund and was specifically told after asking the question that these funds would be available for me to book the flight next year.

Simon_cordey

Caz3121 said:

Simon_cordey said:

what they do not tell you is that if the flight price is considerably cheaper you will not get a credit note for the price difference.  

scroll down to the terms and conditions at the bottom of the main page
"If the new fare is higher you will be required to pay the fare difference. No credit is given if the new fare is lower."
https://www.easyjet.com/en

Nor will they tell you that if you need to change the flight again you will only be able to use the funds to the value of the cheaper flight.