Easyjet voucher - have to call customer services to use

Riokay

So when my flights to Portugal at the end of June 2020 were cancelled I thought I would opt for the flight voucher. A voucher code was sent to me in an email but this can only be used when you ring customer services. When flights came out for next summer (increasing in price as the day went on) I was unable to reach anyone in customer services on the 0330 number they provide. I took the decision to book the flights and pay with my credit card and the cost was considerably more than the price I paid this year despite only paying for 5 as opposed to 6. The next instalment begins with me calling customer services yesterday to try to use the voucher for flights in December this year. When I eventually got through  (45 minutes) the advisor asked my reason for calling then promptly out the phone down! Safe to say I didn't ring back. I did however book the flights and paid with my credit card again as this time the website showed a limited number of seats. This led me to penning a complaint to Easyjet asking for my money back and the reply I got back has said that as I opted for a voucher I was not now entitled to a refund! Can anyone shed a light on this for me? I have replied to Easyjet to say I would be taking it further and it is my understanding that I am entitled to a refund and it is only their company policy which dictates that I'm not. Many thanks

eskbanker

Riokay said:

it is my understanding that I am entitled to a refund and it is only their company policy which dictates that I'm not.

Yes, you are entitled to a refund but no, it isn't their policy to deny this - they promote the voucher option much more prominently than the refund one but if you persist through their menus you can opt for a cash refund.  However, if you already chose a voucher then you can't change your mind back and seek a refund at this stage....