EASY JET On Board flight purchases declined but still had them.

Makeandsave

Hi,

Took EasyJet flight back home, Made 2 purchases using debit card £15 for food/drink and £78 for duty free. I got a receipt for duty free (they put wrong seat number on). I get back and a week or so later i notice the money is not pending or been taken. I did tap the £15 one and i put pin in for the £78 one. There is funds and card works, I rang bank and it seems because of the way EasyJet have tried to take both transactions at once its been declined by my bank because it looks like fraud) I did not make them both at the same time on the flight but my guess is they claimed them when they landed at the same time (if that makes sense). Today i spent ages on the phone trying to explain to the person in a call center that i owe them money he did not understand so i hung up and tweeted EJ. They have sent me a email address so i have explained in the email and asked them to call me to resolve this.

I have the money put by, I need to pay for the items and i have done my part to contact them. Anyone else been in the same situation? and if so whats happened? This is in no way my fault and i am trying to get the money to them.   

Thanks.

Westin

Well done you. I think you have been very reasonable in your actions and done all you really can.

bagand96

Second what Westin said. You’ve already done far more than most would do.

Maybe they put the seat number on the receipt so that their system logs the seat the sale was made to for this exact eventuality? And that the innocent person in the other seat might get a bill for your £78 of duty free?!

On a related point…. I do wonder how it works with the airline card machines that don’t have a live connection to the payment network if someone was to use a card that they’d “frozen” via their banking app?

onashoestring

It’s a known problem - The e-mail you’ve sent is proof ( if you ever need it ) that you had every intention of paying for the goods . It’s wise to set the money aside as it’s possible that EJ will contact you to ask for the payment. You don’t need to worry anymore over it - you have done all you can and now it’s up to EJ to contact you to ask for the payment. 

It’s clear from your actions that you are an honest customer and have done the right thing by informing them by phone and e-mail. 

As I said it’s a known issue that the transactions aren’t processed until the plane lands - which some criminals have exploited this as reported in this article . https://www.manchestereveningnews.co.uk/news/greater-manchester-news/manchester-airport-passenger-steals-duty-23473932

The airlines must have a process to recover the money from honest passengers who have had this problem . Please report back if you get a reply from them. 

Makeandsave

For a company that does everything by email i have to say i am shocked i have not heard back from them, Not even a phone call! I have moved the money owned into another account so it does not get spent!

mattyprice4004

You’ve done your bit, let them do the legwork now  

Makeandsave

They have now taken all the monies owned almost 2 months late but i left the money there so no issues. This is a update to let people know what they have done