EasyJet Re-booking and change of flights +5 hrs - What are my Rights?

SCOTF

Hi. I booked a holiday to Spain, together with insurance back in October 2019, well before any of this mess.
We are due to fly to Spain on the 17th (thus have till today to rearrange flights without charge).
Our Outbound flight is proceeding as normal, however the inbound flight is cancelled and our ticket has changed from 11:15 am to 07:10am same day. We cannot get transfers at this time so we paid extra to have a later flight that day, at 15:00pm. Now the 15:00 flight is cancelled too so we have been put back on the 07:10am flight. 
This is over 5 hours from the flight that we paid extra to be on - Are we due a refund for that flight? Am i also due the extra charges I paid to move to a flight that now doesnt exist? Nowhere on the EasyJet website will allow me to do this, even though it is specifically asked in the COVID HUB if the flight change was over 5 hours. All calls to the number provided result in multiple hours getting nowhere.

Thanks in Advance for the advice

eskbanker

Is this a flight-only booking or a package?

If flight-only then the cancellation of either flight means that they're obliged to offer a refund of the whole booking, under the terms of the EC261/2004 regulations, if you don't wish to accept their proposed rebooking onto the alternative flight.

bradders1983

eskbanker said:

Is this a flight-only booking or a package?

If flight-only then the cancellation of either flight means that they're obliged to offer a refund of the whole booking, under the terms of the EC261/2004 regulations, if you don't wish to accept their proposed rebooking onto the alternative flight.

....assuming he didnt book each leg as seperate bookings.

ad_man

SCOTF said:

Hi. I booked a holiday to Spain, together with insurance back in October 2019, well before any of this mess.
We are due to fly to Spain on the 17th (thus have till today to rearrange flights without charge).
Our Outbound flight is proceeding as normal, however the inbound flight is cancelled and our ticket has changed from 11:15 am to 07:10am same day. We cannot get transfers at this time so we paid extra to have a later flight that day, at 15:00pm. Now the 15:00 flight is cancelled too so we have been put back on the 07:10am flight. 
This is over 5 hours from the flight that we paid extra to be on - Are we due a refund for that flight? Am i also due the extra charges I paid to move to a flight that now doesnt exist? Nowhere on the EasyJet website will allow me to do this, even though it is specifically asked in the COVID HUB if the flight change was over 5 hours. All calls to the number provided result in multiple hours getting nowhere.

Thanks in Advance for the advice

Are both flights under the same booking ref? If so, yes you can claim a refund on both flights. You talk about 'cancelled' flights and being 'put back' on another flight. If a flight was cancelled and an attempt was made to move you to a different flight i.e. different flight ref number to the one you originally booked, you are due a refund no matter how later or earlier is the flight they attempted to move you on - unless of course you are happy to take it. Do not waste time hanging on a call - email customer services stating that you have been unable to contact them for a refund so will now be actioning a chargeback.        

SCOTF

Many thanks to you both for your comments. It has been really helpful. 
Yes, the flights were booked and paid for together, same booking number etc. I had not realised that might mean the outbound flight may be due a refund too. That would take a lot of financial pressure off if we could get something back for that too. 
Presumably there is an obligation for me to inform Easyjet we do not accept the flight changes. This does not appear available as an online option so I guess its waiting on the phone for many hours till im at the front of the queue - Is there a time limit i need to do this by? e.g. 1 week before outbound is due to depart?
A final thought - Can the airline state that since the original inbound 11.15am flight is within 5 hours of the offered inbound flight (7:10am) that this doesnt apply? 
Again thanks in advance again. It really is very much appreciated!!

SCOTF

Final final thought...
Because the offered flight  is changed more than 5 hours from the original, in theory we can get a refund. Does this still apply if the new flight is earlier by more than 5 hours? Might EasyJet just state that is for delayed flights of more than 5 hours?
Thanks  again
Scot

bagand96

SCOTF said:

Final final thought...
Because the offered flight  is changed more than 5 hours from the original, in theory we can get a refund. Does this still apply if the new flight is earlier by more than 5 hours? Might EasyJet just state that is for delayed flights of more than 5 hours?
Thanks  again
Scot

The +/- 5 hours should be irrelevant.

You say you've been moved flight.  If this is the case (i.e. flight numbers have been changed) then your original flight has been cancelled.  You are entitled to your choice of a replacement flight or a refund.  The refund will be for the cancelled flight, and all other flights on the same booking, if that's what you wish.

SCOTF

Thanks.
I have emailed Easyjet (customer.support@easyjet.com) for a refund for the flights. I did not threaten with a chargeback as it seemed a bit heavy handed - however its in the back pocket if things become problematic.  Ill update you of any progress.  
Hopefully more people will become aware that by changing a flight, you are entitled to a refund - maybe i was naive, but thanks for your assistance. 

SCOTF

SUCCESS.
Got through today at 6pm after 25 mins. Requested a refund due to the flight being cancelled, stating I wanted a refund for both inbound and outbound flights, quoting the regulations above. Put on hold for 2 mins, then was told I'll have the money back in 14 days. 
They refused to repay the money I spent changing to another flight which was then cancelled. Bit annoyed with that but it was less than 10% of the flight costs.
Huge thanks to those above who gave such helpful advice.

Scot