refused boarding

barrydh

on 30th April i was booked onto an Easyjet flight from Alicante to Gatwick.  I had all the documents with me, Negative covid test confirmation,  2 and 8 day test confirmation for when i arrived in UK and the UK government "passenger locator" form.  All completed and correct.  At the boarding gate the most ignorant man i have met in years refused to let me board as he said my Passenger Locator form was filled in incorrectly.  This was not the case and so i pleaded with him to let me board but he kept brushing me away and at one point told me to fill it in again on my phone and come back when i had printed it off.  Idiot.  Anyway,  eventually he agreed all my paperwork was in order but he had closed the gate 1 minute earlier so i could not board the flight along with 6 others.  I have emailed Easyjet and got the following reply... 

Dear Barry,

Thank you for your email to Executive Support.

I am sorry to have read about the incident that occurred at Alencante airport.

Regarding your comments on the services provided by Alecante. Airport, yes, we certainly need to know about this. We are aware that the service we receive in some airports falls short of the level we achieve in the majority of airports. We are working hard with all our service providers and agents to bring our level of service across the board into alignment and up to the bar we have set, to the point where the sort of disparity you are experiencing is exceptional rather than the norm. 

I have escalated your query to Alecante airport regarding the incident to have  better understanding as to why you were not allowed to travel as the booking only confirms that it was due to Covid requirements.

Your comments regarding the member of staff has been escalated as well and will be dealt with internally.

Your case number for this query is, 105273171

I apologise for any inconvenience caused and hope to be in contact with you soon.

Kind regards,

Claudia
Executive Support

This email was sent to me  on 6th May and i havent heard anything since.  Can i take this matter further ?  Can i claim back my outgoing flight cost £255.00,  Covid tests £285.00 and return flight £55.00.  ???  thanks in advance.  Barry Hewitt

elsien

What does their complaints procedure say about timescales in which to get a response? Three weeks isn't a huge amount of time for many organisations at the best of times.
For the sake of clarity, what happened after you were refused boarding? Did you get a later flight? I'm unclear as to whether your denied boarding flight was the outgoing flight or the return? 

phatbear

barrydh said:

This email was sent to me  on 6th May and i havent heard anything since.  Can i take this matter further ?  Can i claim back my outgoing flight cost £255.00,  Covid tests £285.00 and return flight £55.00.  ???  thanks in advance.  Barry Hewitt

6th may was only 15working days ago so i wouldn't have expected a reply by now anyway. 

Tad confused by your reference to claiming from them. 

How did you get to Alicante in the first place, or do you live out there and were visiting the UK?

You would need a covid test to travel anyway so why do you think you are entitled to get that money back?

And your "return flight" return back to spain or UK its really not very clear from your post. 

If easyjet have managed to supply you with at least one leg then you wont be able to claim for that leg as they have provided the service which you have paid for and easyjet, like ryanair, only sell one way tickets so therefore one leg had no bearing on the return leg

elsien

Also to add if you've  not heard from them, what response have you had when you've called them to enquire about the progress of the complaint? 

barrydh

Hi Elsian,  it was an outgoing flight and because it was late in the evening i couldnt get another flight so had to abort the trip.  After i was refused boarding i basically went home,  i am living in spain at the moment.  Cheers

barrydh

Phaybear.  the reason i ask about all the other expenses is that Easyjet had absolutely no valid reason to stop me boarding other than the man at the boarding gate was a complete !!!!!!.  Not only me but varios other passengers had arguements with him which he eventually backed down and let them through

martindow

barrydh said:

Hi Elsian,  it was an outgoing flight and because it was late in the evening i couldnt get another flight so had to abort the trip.  After i was refused boarding i basically went home,  i am living in spain at the moment.  Cheers

Was there a flight the next day or soon after when all of your tests would still be useable?  You may have chosen to abort your trip when it could have been possible to rebook, possibly changing the date of the return leg too.

I think the onus is on you to try to mitigate your losses even if it was the fault of Easyjet's staff or agents at the gate.