just received a strange email from Easyjet - cancelled but not cancelled?

soolin

having had a nightmare with ryanair (now solved thank goodness) I thought my easyjet refund was going to be 'easy'
On the 17th August I received an email to say my Southend flight on the 17th was cancelled- and there was a link to claim a refund, which I did , the refund page showed both the outward and return flights (same booking reference) and that refund request was acknowledged on the 17th August - their email states 'Thank you for contacting us and for submitting a refund request.' 

On the 18th August we received another email stating that our return flight was cancelled and again offering a refund. Checking on 'manage bookings' this showed as already being auctioned, so we sat back and waited patiently.

Now this evening I have just got another email saying '

Dear Customer,

Thank you for contacting easyJet and for submitting your refund request.

I’m sorry but as your flight has not been cancelled, you are not eligible for a refund.

We are currently cancelling our flights on a seven-day rolling basis to manage the number of contacts going to our Customer Service Team. This ensures that we’re able to help and support our customers as best we can.

We are also continuing to monitor the current situation and are in regular contact with the relevant authorities.  We will amend our flight schedule on the guidance received from them. Please wait for our communication on any changes to our flight schedule before contacting us.

If you prefer to make amendments now to flights that are not cancelled, you have the following options:

• You can change the dates and destination of your flight without incurring a change fee and would only pay the fare difference if the new flights are more expensive. This offer is only for customers who self-serve on our website through Manage Bookings and is only available for a limited period of time.

• If you cancel after 24 hours of making your booking, you may be entitled to a refund of Government taxes.  To apply for a government tax refund, please submit your request on our online Webform here. Please make sure you select the “Claim a Government tax refund” option.

If your flight has not been cancelled, we are unable to process any full refund requests.

Kind regards,

easyJet Customer Services

When I check my flights they definitely show as cancelled , my original refund requests are nowhere to be seen and my only options now are to rebook from a different airport or claim a voucher.

I guess I'll be online tomorrow trying to contact someone to find out what is happening. 

CKhalvashi

Easyjet no longer have a base at Southend, and as far as I'm aware have left the airport completely. As far as I'm aware, it's just Ryanair, Wizz and FlyOne from Moldova who use the airport now apart from cargo.

I'd pop them an e-mail including a PDF of your original cancellation e-mail (on my browser, press the print button and you can save as a PDF on the popup screen) and see what they say.

soolin

CKhalvashi said:

Easyjet no longer have a base at Southend, and as far as I'm aware have left the airport completely. As far as I'm aware, it's just Ryanair, Wizz and FlyOne from Moldova who use the airport now apart from cargo.

I'd pop them an e-mail including a PDF of your original cancellation e-mail (on my browser, press the print button and you can save as a PDF on the popup screen) and see what they say.

I shall be doing that first thing tomorrow . My OH is sure it’s all just a mistake and will get sorted out, but I’m not so optimistic. It’s a shame we have lost the Southend routes, they were quite useful for us and at least we had a fair bit of warning before our flights were actually cancelled and it didn’t come as such a shock. 

soolin

Just an update. Phone easy jet this morning, got straight through to a CS rep, explained the issue and rep said they were confused as well!  They could see the flight was cancelled, also could see the original refund request that was no longer showing on the account - and said they would refund immediately. Apparently the full refund has been made and the payment should show back on my card within 48 hours.

Well done easy jet, I will be more than happy to book with them in the future.