Airline refund issue

Palin1977

Hi

I've recently had a bad experience with easyjet and am looking for advice. 
My family and I were in Berlin last week and our flight was delayed and eventually cancelled late at night. The message came from easyjet saying we could transfer to another flight. We looked Ed and the next available flight for 4 people was 3 days later, not good but we felt we had no choice at the time. Booked into a hotel and slept on it. The next morning I looked again and there we now seats showing for that day. 
I called there customer services and explained the situation asking if we could transfer to that flight instead. The lady cooly said it was not an issue, but I would have to pay for the flights and claim it back. But it wasn't an issue and they would refund the costs no issue. 
So fast forward, to after we got home and the claim was submitted. They have covered the hotel and transfers for the night but refuse to cover the cost of the flights (£1600).
I don't know what to do next, I've been back and forward to the point that they are now not responding.
Any advice on how I can try to get my money back? If I had done this off my own back I would understand but I asked for permittion before doing it and feel the I have been let down and lied to. Obviously I can't really afford to loose the money but don't know where to go next??

eskbanker

Raise a complaint, highlighting their obligation to reroute you at no extra cost, and keep pushing them until you get their final response.  If that isn't adequate, escalate to Aviation ADR, with small claims court as another potential option.

You should also separately be due compensation for the flight cancellation, unless it was caused by extraordinary circumstances beyond EasyJet's control, so get a claim in for that too.

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

bagand96

I assume you did use the easyJet expenses form here https://www.easyjet.com/en/claim/welfare to claim the expenses?

It's a bit strange that easyJet CS wouldn't just move your booking rather than make you pay again and claim back, but seeing as that's what they told you to do I don't know why it's an issue.

It might just be a junior member of staff hasn't correctly understood the situation or similar. I agree with eskbanker, raise a complaint and see what happens then you have further escalation options.