EasyJet refuse taxi fare refund 24 July 2022 at 8:48AM in Flight delay compensation 1 reply 65 views

Interesting2me

Hi all, my very first post on this forum so apologies if wrong category etc.

I was flying with EJ on 18/07/22 from Marrakech to Luton. Due to weather and damage to the landing strip plane was diverted to Gatwick. Putting aside few other issues I had with EJ all passengers were told after 1,5h sitting in the plane that we need to disembark at Gatwick. We were told buses should be organised to take us to the final destination i.e. Luton. So off everyone left the plane and gone trough the arrivals and through to the arrival hall where no one was there to greet, guide or inform us of what is to happen from EJ side. A few people including myself went to look for EJ representative, we have gone to the departures hall where we found a supervisor who advised that EJ do not provide buses and that we all need to make our own way and then claim the expense. 

Off I went and booked an Uber for my family of 4 at the expense of £160.21. Once home I have duly completed expense form attached receipt and sent it off.
Today my claim has been rejected on the grounds that bus has been provided.
what can / should I do? It’s substantial amount of money to be out of pocket by. There was no one in the arrivals to advise us and the EJ supervisor at the departures stated to make own arrangements. 

eskbanker

It sounds like it's essentially your word versus theirs if you're both relying on verbal conversations, but you have the option of logging a formal complaint and pushing it as hard as you can, and if/when you get their final response, you can escalate to the Aviation ADR, as outlined at clause 19.10 of their Ts & Cs:

https://www.easyjet.com/en/terms-and-conditions

They may push back on the use of an Uber when there are regular trains between the two airports, but that's a separate debate....