We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!

Easyjet misleading cancellation email

Options
Distressed1979
Distressed1979 Posts: 3 Newbie
Seventh Anniversary Combo Breaker
edited 19 May at 4:56PM in Coronavirus Board
I had a holiday booked for the 24th July 2021, which they have now cancelled as I expected. I received the confirmation email and it stated I had 2 options, which were as follows (Taken word for word)

1. You can select an alternative future holiday. If you log into your easyJet holidays account and view your holiday, you’ll be given the option to cancel your holiday fee free for either easyJet holidays credit or a refund to your original method of payment for this booking with your deposit returned as credit. You’ll then be able to use this credit immediately towards booking another future trip if you wish, or at any point in the next 12 months, although your departure date can be beyond this. We've got a wide selection of holidays on sale all the way through to October 2022, and you can find the very latest deals on our website We’ll leave your booking live until 23.59 Thursday 01 July 2021 to make the most of this option. Please see our credit terms for further details and before you take any action.

2. Receive a refund. If you choose not to cancel your holiday in order to book an alternative, we’ll cancel your holiday on Friday 02 July 2021. You’ll receive a full refund for your holiday back to the original payment methods for this booking, and we’ll be processing this as quickly as possible. Refunds will mirror the payment transactions you made and so the total amount may be refunded in a few different transactions. It’s possible that these may come through on different days. And just to reassure you that on average we’ve been processing refunds within 10 days.

I wanted to have option 1 where it states "If you log into your easyJet holidays account and view your holiday, you’ll be given the option to cancel your holiday fee free for either easyJet holidays credit or a refund to your original method of payment for this booking with your deposit returned as credit"

However upon logging in and following the instructions, there is at no point any option given to cancel the holiday and how you wish to receive the refund! The only thing that happens is all the money immediately goes to credit and Easyjet are refusing to acknowledge this or to even enter into discussion. 

The email is in my opinion very misleading. I was wondering if anyone has any similar experiences of Easyjet and how to approach this. 



Comments

  • Brie
    Brie Posts: 14,593 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    edited 6 July 2021 at 5:37PM
    But presumably as it's now after 2nd July your holiday has been cancelled due to your inaction anyways. 

    And (as I read it) you get a full refund rather than a refund for everything except the deposit. 

    I suppose that they realised that not refunding the deposit would be an issue and have taken the most simple way to deal with this rather than getting complaints after the fact.  They just don't want to say that out loud.
    I’m a Forum Ambassador and I support the Forum Team on Debt Free Wannabe, Old Style Money Saving and Pensions boards.  If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.

    Click on this link for a Statement of Accounts that can be posted on the DebtFree Wannabe board:  https://lemonfool.co.uk/financecalculators/soa.php

    Check your state pension on: Check your State Pension forecast - GOV.UK

    "Never retract, never explain, never apologise; get things done and let them howl.”  Nellie McClung
    ⭐️🏅😇
  • eskbanker
    eskbanker Posts: 36,966 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Brie said:
    But presumably as it's now after 2nd July your holiday has been cancelled due to your inaction anyways. 
    As I read it, OP selected option 1 before 2nd July, expecting to be presented with a choice of full credit or deposit credit plus cash refund for the rest (wishing the latter), but the site didn't offer those options and forced a full credit instead, which EasyJet have since refused to discuss.  Not sure that there are many options available to OP in the light of this though, unless they have screenshots capturing the journey through the site....
  • sheramber
    sheramber Posts: 22,372 Forumite
    Part of the Furniture 10,000 Posts I've been Money Tipped! Name Dropper
    When did you log on to make your choice?
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 350.8K Banking & Borrowing
  • 253K Reduce Debt & Boost Income
  • 453.5K Spending & Discounts
  • 243.8K Work, Benefits & Business
  • 598.6K Mortgages, Homes & Bills
  • 176.8K Life & Family
  • 257.1K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.1K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.