Easyjet denied replacement flight claim- I'm VERY stressed

ljohns11

My flight with my husband and son at 8pm Geneva-Edinburgh with Easyjet last Monday was first delayed until 11pm then cancelled (at approx 6pm).
I called them to try and be put on an alternative flight, there were none that week. She said they would process a refund. I asked if I could book with another airline and claim the difference which I was told yes. They said they would arrange a hotel and contact me within the hour. After 3 hours there was no contact so I booked a hotel. Also booked a flight for the next day with another airline (total for the flights £1096, hotel £250 and taxis £40). I kept all the receipts and submitted a claim. The claim was partially rejected and I don't understand why. Hotel & taxis are covered. £196 of the flight has been covered but not the rest. Even minus the original flights (£480) this is short of what I was expecting. The reason given is "Accepted partially as easyJet flight cost is already refunded and only for the passenger for which claim has been raised". The receipt I provided clearly showed all 3 names which match the original booking with Easyjet. I've asked to be contacted by a customer services manager but am still waiting. Can anybody explain this or had a similar experience. I could really do with having the cost refunded!

eskbanker

The airline is responsible for getting you to your destination at no extra cost, so if the replacement flights were more expensive than the original ones, then their total cost should be reimbursed, regardless of whether that's structured as their cost or the original cost (if refunded) plus the difference.  If they've misunderstood and only paid out for one passenger rather than three then it sounds like two other claims need to be made, although if you speak to someone then you'd hope they'd see sense rather than expecting you to jump through too many more hoops.

Unless the cancellation was due to reasons beyond EasyJet's control, they should also pay out compensation too....

https://www.easyjet.com/en/terms-and-conditions/notice-of-rights-for-flight-delays-and-cancellations