Easyjet flight cancellations and their loopholes for getting out of paying compensation

murray2729

We got our Sunday 10th April flight from Edin to Nice cancelled 2hours before check-in (we were on our way to the airport). We contacted them straight away and tried to get alternative flights that day or the following day - as we were choosing alternative flights they were also getting cancelled, the only flights they could offer us was Fri 15th April - which was no good.  We eventually booked BA flights the following day. This was the start of the travel chaos leading up to Easter due to staff shortages - they're CEO even came out and explained this.

Since then we have been chasing them for Compensation under EU regulation 261/2004  & also claiming back expenses for overnight accommodation and new flights.

**On the compensation claim we were declined -

"Thanks for submitting your claim.

Our assessment team have taken a look at your claim request and investigated all of the available information available, including the circumstances of your flight, but have determined compensation is not eligible under the Regulation.We acknowledge that this may differ to the information provided to you on the day of travel, in airports, and on-board, as we may not have had all the information concerning your cancellation flight.However, just because your request for compensation was declined you may still be eligible for compensation of reasonable expenses as a result of disruption.

If you haven’t already done so, submit an expenses claim on our website via our “Claiming back expenses” section.

For your reference, please find below the summary of your claim.
To further explain what happened on the day; air traffic control restrictions due to weather substantially regulated the air space, which resulted in long delays to flights as aircraft waited for air space ‘slots’ to operate, sometimes for several hours. This delay pushed your flight into the night curfew which meant we had no option but overnight delay your flight until the following day. We do take reasonable measures to avoid delays and cancellations to our flights by having replacement crews and spare aircraft available in our network. However, in the circumstances, these options would not have helped as your flight was cancelled delayed due to air traffic control restriction caused by weather."

***On the expenses claim, we're still waiting following various reasons - they had lost the initial claim, they couldn't open the files we attached, the names of all the occupants weren't on the hotel bill, there was no time on the tram receipts or taxi receipts and each time we had to resubmit the claim.

On a another Easyjet flight - 26th May, the same thing happened - it got cancelled & they stated 'The disruption to your flight is outside of our control and is considered to be an extraordinary circumstance'.  We did get booked onto a later flight with one of our party not finding out if she could fly until everyone had boarded the plane - now that was a bit nerve racking.  Luckily for everyone involved with cancellations that day the press and media got involved and Easyjet changed their reason for cancelling  'We’re very sorry that due to an IT systems issue today, we were unfortunately required to cancel your flight today.'  

So basically you can't trust anything your told or emailed as they can make up any reason for the flight being cancelled and you can't check this and therefore not eligible for the compensation that everyone talks about.   That loophole needs to be closed.

Alan_Bowen

Yes, this airline is looking for every possible excuse to avoid paying compensation. The CAA stepped in when they tried to allege that their own IT failure was not within their control and ordered them to pay, so go back on that case if necessary. ATC seems to affect Easyjet far more than all other airlines flying at the same time and the same route, you might want to consider the ADR schemes offered by the CAA which will require them to produce evidence to avoid paying