EasyJet- cancellation due to severe illness

132 Posts


We were due to fly out to Crete in May for a last holiday before my wife gave birth. She’d been given the all clear by the doctor and we were very much looking forward to relaxing before the chaos of having our first child.
Unfortunately, two days before, she became suddenly seriously ill and was admitted to hospital, placed in high dependency, with a life threatening illness. The next day they performed an emergency c section, and baby was taken to neo natal, where he stayed for 5 weeks due the his premature delivery.
i contacted easyJet and explained the situation. They agreed to give us a full refund on the grounds of being unable to fly due to sever illness. I have this in writing. They then started to ask me to jump through a load of hoops, obtaining different documents. I explained that I was going through a very stressful period but adhered to their requested promptly. I waiting for weeks for their response each time, after my prompt follow up.
Unfortunately, two days before, she became suddenly seriously ill and was admitted to hospital, placed in high dependency, with a life threatening illness. The next day they performed an emergency c section, and baby was taken to neo natal, where he stayed for 5 weeks due the his premature delivery.
i contacted easyJet and explained the situation. They agreed to give us a full refund on the grounds of being unable to fly due to sever illness. I have this in writing. They then started to ask me to jump through a load of hoops, obtaining different documents. I explained that I was going through a very stressful period but adhered to their requested promptly. I waiting for weeks for their response each time, after my prompt follow up.
Now (months later) they’ve come back saying they won’t offer me a refund but a voucher instead. Our baby is on oxygen and we’re unlikely to fly any time soon.
Given the extreme situation, the fact that they agreed to a refund in writing, and that I’ve done everything they’ve asked of me, I’m pretty pee’d off.
Does anyone have any suggestions?
Given the extreme situation, the fact that they agreed to a refund in writing, and that I’ve done everything they’ve asked of me, I’m pretty pee’d off.
Does anyone have any suggestions?
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Their policy also states:
If you need to cancel due to your serious illness or close family bereavement, please contact our Customer Services Team as soon as you can. Our team will review your case and we may, in our discretion, offer you a fee waiver or flight voucher towards the value of a subsequent flight. You may be asked to provide proof of these special circumstances.
If we have been unable to resolve your complaint, you may be able to refer your complaint to AviationADR within 12 months of our final response. They are approved by the Civil Aviation Authority to provide an independent review of complaints and dispute resolution services. Their details are: AviationADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW , telephone 0203 540 8063, email [email protected] and website www.aviationadr.org.uk.
However if you still want to email us with a complaint, please use [email protected].
Unfortunately we cannot accept attachments to emails and the response time could be up to 28 days.