EasyJet Refusing to refund expenses after Delay and subsequent cancellation

Oldtimer1969

On a Xmas trip back from Scotland in December, we arrived at the Inverness Airport and waited for our flight back on Sunday 19th December. After 2 hours of delays, they cancelled the flight and told everyone to re-book using the app if possible. I found the next flight back to Bristol with EasyJet was the next day so booked it and on the app it said 'click to find nearest hotel'. It didn't find anything and said to find your own accommodation and we would be reimbursed. We stayed at the on airport hotel, had a cheap meal with no alcohol and the following day caught the flight back to Bristol where we then had to pay the extra days parking.

I completed an 'EC261 Compensation & Expense Claims' form online with EasyJet and had not heard anything for 2 months so contacted Customer Services today. I was told to contact the resolutions team by email 'customer.resolution@easyjet.com' however, this bounced. So I called Customer Services again and was advised that they would not be paying the expense claim as when my flight was cancelled, I rebooked using the app for the following day but apparently that means I made a 'Free Flight Transfer' at my own request and therefore was not entitled to any expenses being repaid! (not sure how I would have ever got home if I hadn't rebooked!)

The lady explained that I had 3 options at the time, 1) Free Flight Transfer, 2) Flight Refund or 3) a Voucher. I asked her if any of these options would have meant I would have been paid expenses for having to remain in Scotland overnight and she did not answer....

So has anyone else experienced this? can I escalate? (I asked this question on the call and she advised that anyone I spoke to in EasyJet would say the same thing). Do I have any other options or do I just have to write off the money?

SaverRate

I would escalate further on the grounds that you were retold to rebook via the app.