Escalating an EasyJet Complaint

sallyally79 · 25 September 2020 at 10:17AM

I wonder if anyone can help. I had 2 separate bookings with EasyJet for next year both flying from Southend, one to Alicante and one to Faro. With EasyJet no longer flying from Southend I have been waiting for communication as to what options would be available to me. We were flying to Alicante in March so I emailed them asking enquiring how long it would be until we hear anything and I was advised that they could either offer a full refund, take a voucher or transfer the flights to another airport with no transfer fee or increase in fare being payable there an then. We opted for a full refund and that was processed immediately.

Whilst I had their attention I enquired when we would hear about our Faro flight in August. The next response I had from them was informing me that they had processed a refund. I hadn’t requested this and I was going to ask for a free transfer as flights from Gatwick were now £3,600 when we had only originally paid £1,110. I requested that the flights be reinstated but they replied with that the refund had been processed and we would now not be eligible for a free transfer. Even though this was their error I now have to pay another £2,490 if I still want my flights. I managed to speak with a human and they are just not interested in helping me. I want to escalate this but I’m unsure who would be the right person/governing body would be to send this to as I really don’t think this is right or fair that we are being penalised for their error. I have all email chains documented and evidence that I didn't request the refund. Does anyone have any advice please or who I can talk to as the matter is closed in their eyes?

Thank you