Four day holiday package and flight cancellation query

DaveInWilts

Hi, on our recent trip to Porto from Bristol for a four day holiday for a family of four, the flight out was scheduled at 18:40. We could see on flight radar that it was already running several hours late, but the departure boards did not show the flight as delayed until at least 20:00. At around 20:45, after half the passengers had gone through the boarding gate, we were told the flight was cancelled as the crew had exceeded their hours. We were only offered the option of a hotel for the night which we took as we could not retrieve the car without booking for car parking again. The flight was re-scheduled for the evening of the next day. 
I have submitted a claim to EasyJet for the flight cancellations, but this has been rejected as they say the delays were due to other airports delaying their flights.
Is it worth taking this up with the CAA, and is there any other option we have for compensation for the loss of 25% of our holiday?

DaveInWilts

I've reposted this in the flight cancellation forum.

MATTR5

If you purchased this as a Package you have different rights under ATOL so you need to contact the Tour Operator or Agency you booked with for how to claim Compensation 

DaveInWilts

Thanks Mattr5, It was booked through EasyJet, via a travel agent, and EasyJet have already rejected our flight delay claim. The travel agent said we had to go through the airline. The ATOL certificate seems to cover only repatriation if the airline goes bust. So not sure where to go next.

MATTR5

Was the package with Easyjet Holidays specifically - it should say on the ATOL Certificate 
Look for - Who is protecting your trip?
Or did the Agent sell you the package (Flights and Hotel in one payment) - again look on the ATOL certificate for more info on this as above
If you bought flight only from the Agent you are a bit stuck as only being able to claim delay and expenses
If you are unsure DM me your number and I'll call you 
I'm a Travel Agent btw 

DaveInWilts

The certificate says EasyJet Holidays Limited are protecting the holiday. We paid for a complete package, flights and hotel and only had one fee to pay (without any breakdown of the costs). 

MATTR5

That's great news as they are the Tour Operator - it's  Easyjet Holidays you need to make a claim against - NOT Easyjet the Airline

Go to Easyjet Holidays website https://www.easyjet.com/en/holidays
Find How to make a complaint - this link might work - https://www.easyjet.com/en/holidays/help?helpCategory=postholiday&helpQuestion=complaint

There is a form you fill in towards the bottom - its an online form so try and copy and paste it before submitting just for your records

You might find that they come back to you and say you have to submit the complaint via your Travel Agent - Id check what we do but it being Saturday admin arent in - but maybe do the form anyway - if they come back and say via the agent then go back to them

Hope that helps 
You have good rights due to it being an ATOL package 
 

DaveInWilts

Excellent, thanks Mattr5.

MATTR5

No problem