EasyJet cancelling holidays but refusing to pay back credit

hlb3

We initially booked a package holiday to Rhodes in early 2020 through EasyJet. We had to cancel the initial holiday due to covid/national lockdown and we rebooked for later in the year, EasyJet have since cancelled two more holiday rebookings that we had made. We have over £1,000 in credit to rebook this holiday in September 2021. We received an email to say this holiday has now been cancelled due to one of our flights being unavailable and they had no similar alternatives. 

Using the easyJet holiday search today, I found that our holiday is still available with other  flights on the same day to the same hotel. However, this now costs around £300 more. 

When I contacted them to explain my frustration and to ask why our holiday had been cancelled when there is still the hotel and alternative flights available they were unable to give me and reason and said I could rebook at the higher price. 

I have requested a cash refund for credit but this has been denied. 

EasyJet have cancelled our holiday saying there weren’t similar alternative when there were. They are also refusing a refund even though they have cancelled the last 3 rebookings we have made. They are expecting us to rebook again and pay more. 

Is there anything I can do? Who are the best people to contact to attempt to claim a refund back? Also, has anyone had similar problems. 

Thank you 
Hayley 

onashoestring

https://www.easyjet.com/en/terms-and-conditions/notice-of-rights-for-flight-delays-and-cancellations

eskbanker

onashoestring said:

https://www.easyjet.com/en/terms-and-conditions/notice-of-rights-for-flight-delays-and-cancellations

Those terms apply specifically to flight cancellations, but package holidays are governed by a different set, which grant the option of a full refund consistent with their obligations under the Package Travel Regulations, when EasyJet cancels a package holiday booking:

15. If we cancel your holiday

If we cancel your holiday, except where this is because you have not paid or pursuant to section 25 (Conduct), you can either have a full refund, choose to receive credit to your easyJet holidays account (subject to our Credit on Account Terms & Conditions ), or accept a replacement holiday from us of:

(i) at least equivalent standard and price, if we are able to offer you one or;
(ii) a lower quality holiday, if we are able to offer you one and recover from us the difference in price between the holiday originally purchased and the lower standard holiday.

OP - what happens when you point this clause out to them?

hlb3

Thank you for the replies so far. 

They stated because we had initially chose credit so we could rebook our holiday that they will not issue a refund. My argument is that we only chose credit in the faith that we would actually be going on that holiday and they are the ones that keep cancelling it. 

eskbanker

hlb3 said:

Thank you for the replies so far. 

They stated because we had initially chose credit so we could rebook our holiday that they will not issue a refund. My argument is that we only chose credit in the faith that we would actually be going on that holiday and they are the ones that keep cancelling it. 

Ah right, so they accepted that they need to refund but insist on doing so back to the method of payment, i.e. credit/voucher.  Unfortunately, once you've accepted a voucher for the first cancellation then that tends to be irreversible, so it's unlikely that you'll be able to get it refunded back to cash even when they cancel.

When you say that there are alternative flights on the same day, are they with EasyJet or another airline?

hlb3

It does not state the airline. I assumed easyJet as it’s done on their website. It’s the same holiday, same hotel, same dates just a different London airport which we have said was fine. 

We have no problems trying to rebook but each time previously they expect us to pay more for the same holiday. Ideally we want a refund as they cancel every holiday we seem to rebook. 

Reading the terms and condition above….they have not offered us a similar holiday for the same price. 

So would this not be worth making a claim with ABTA or the credit card company? 

munchpot

hlb3 said:

It does not state the airline. I assumed easyJet as it’s done on their website. It’s the same holiday, same hotel, same dates just a different London airport which we have said was fine. 

We have no problems trying to rebook but each time previously they expect us to pay more for the same holiday. Ideally we want a refund as they cancel every holiday we seem to rebook. 

Reading the terms and condition above….they have not offered us a similar holiday for the same price. 

So would this not be worth making a claim with ABTA or the credit card company? 

As stated above eskbanker, as you accepted the original cancellation as a voucher, so therefore every other booking you have made has been with a voucher.  

They have cancelled your holiday as they are no longer flying from your original departure airport. Which was your original airport and where is the new departure from? (Although London has 7 London designated airports most are not actually in or near to London).

So they have cancelled your package holiday under the Package Holiday Regulations in full to the method you originally paid by - voucher.

It doesn't seem very fair but it is legal.  You could try to keep pushing for a goodwill gesture to transfer to the new airport free of charge or for a reduced rate but as airline and holiday companies are desperate for cash I don't think you'll get very far