EasyJet flight delayed over 3 hours, airline adamant only delayed 1 hour 37 mins

lifeadmin

I was on flight EZY2776 from Paris CDG to Bristol on 31/03/23 which was scheduled to arrive in Bristol at 17:15 but landed at 20:33. I have attempted to claim several times and have spoken to numerous people at EasyJet customer service who are all adamant that the flight was only delayed 1 hour 37 mins therefore saying I am ineligible.

I have sent them photo evidence of the arrivals board in Bristol and a screenshot of flight radar (although on flight radar it is listed as U22776 not EZY2776)….yet they are still denying the 3 hour delay.

Does anyone know where EasyJet will be getting their information from regarding the times they are quoting? 

My next step is to go via ADR but I’m concerned that they may get their information from the same source as EasyJet ?
I have contacted Bristol airport for some supporting evidence to help assist me with going to ADR.

Any advice would be greatly appreciated!

eskbanker

There won't be a single version of the truth - the airline will have its own records, as will the airport, ATC, etc, although I don't know exactly which are used for the feeds to independent sites such as FlightRadar24.

Are they definitely claiming specifically that the time the first door opened was 1h 37m after the scheduled arrival time, or are they perhaps accepting responsibility for that chunk of a larger delay?  What were you told about the reason for the delay, i.e. was it within the airline's control or was it caused by French ATC strikes or the like?

Westin

Flight Aware does not have EZY2776 (U22776) operating on 31 March.

If the delay was down to the French general strikes then compo won’t be due anyway.

lifeadmin

eskbanker said:

There won't be a single version of the truth - the airline will have its own records, as will the airport, ATC, etc, although I don't know exactly which are used for the feeds to independent sites such as FlightRadar24.

Are they definitely claiming specifically that the time the first door opened was 1h 37m after the scheduled arrival time, or are they perhaps accepting responsibility for that chunk of a larger delay?  What were you told about the reason for the delay, i.e. was it within the airline's control or was it caused by French ATC strikes or the like?

They’re just saying it was only delayed by 1 Hr 37 mins. There’s no way the door opener after 1 hour 37 mins as we hadn’t even boarded the plane at that time. 

We were told that it was due to a technical fault on our inbound plane from Bristol to CDG. That specific plane didn’t fly, those passengers actually flew on our plane after we landed. 

lifeadmin

Westin said:

Flight Aware does not have EZY2776 (U22776) operating on 31 March.

If the delay was down to the French general strikes then compo won’t be due anyway.

What does it mean if it isn’t on flight aware? EZY2776 is definitely my flight number. 

It was due to a technical fault, not the strikes. 

CKhalvashi

lifeadmin said:

Westin said:

Flight Aware does not have EZY2776 (U22776) operating on 31 March.

If the delay was down to the French general strikes then compo won’t be due anyway.

What does it mean if it isn’t on flight aware? EZY2776 is definitely my flight number. 

It was due to a technical fault, not the strikes. 

I can only see 30th or 1st on another tracking app.

Do you by any chance have an aircraft registration that you flew on? Not everything tracks admittedly but it'd be far more useful for me to be able to check what the exact aircraft did as this is far more likely to be correct.

It will generally start G-EZ, G-UZ or OE-I for Easyjet's fleet flying this route.

bagand96

FlightRadar24 as well as another site show it as operating on 31st March, aircraft OE-IVA operated by easyJet Europe (EJU2776 callsign). Departed CDG 20:40 arriving BRS 20:33.

This route is normally operated by easyJet UK with callsign EZY91NU, this day seems an anomoly (ties in with what OP says about aircraft swap?) Which could be why Flightaware isn't showing it? Doesn't tally with their database? 

CKhalvashi

bagand96 said:

FlightRadar24 as well as another site show it as operating on 31st March, aircraft OE-IVA operated by easyJet Europe (EJU2776 callsign). Departed CDG 20:40 arriving BRS 20:33.

This route is normally operated by easyJet UK with callsign EZY91NU, this day seems an anomoly (ties in with what OP says about aircraft swap?) Which could be why Flightaware isn't showing it? Doesn't tally with their database? 

Well done! I've found it now on a (paid) FR24 subscription.

Getting technical here, that would presumably have been an EJU wet lease to EZY, which doesn't normally include a callsign change. Definitely 2 flights operated by the sister airline to the one OH works for yesterday under a similar arrangement was operated on the 'normal' callsign for the UK-based airline.

lifeadmin

Thanks @CKhalvashi @bagand96.  How should I explain this to EasyJet? I did mention EJU2776 in my email but then they wanted booking confirmation for this, but I obviously only have booking confirmation for EZY2776! Feel like I’m just stuck here as they’re not listening and won’t pay up! Shall I try going through aviation ADR? I am worried they’re just going to say the same as easyJet!

CKhalvashi

lifeadmin said:

Thanks @CKhalvashi @bagand96.  How should I explain this to EasyJet? I did mention EJU2776 in my email but then they wanted booking confirmation for this, but I obviously only have booking confirmation for EZY2776! Feel like I’m just stuck here as they’re not listening and won’t pay up! Shall I try going through aviation ADR? I am worried they’re just going to say the same as easyJet!

These are the same flight, Easyjet incorrectly uses EZY and EJU (and EZS, but that's not relevant here and I don't want to overly complicate things) when the correct code should be U2 or EC respectively (although I believe they only use U2 in reality). Easyjet is made up of 3 different airlines that operate to different procedures.

It may be worth to check for any changes sent to you by e-mail, but it should have updated in the app also and on your boarding cards (which hopefully you've screenshotted or otherwise downloaded if on paper).

A change of operating airline in most circumstances as an emergency wouldn't mean a change of callsign so I fear (especially if EJU was on the departure boards at the airport) that you've overlooked a flight time change following cancellation that hadn't been notified to FR24 etc (changes normally take a few weeks to come through).

If I were you I'd try again using whatever departure time on the actual boarding card you had with the flight number U22776 if possible, as this should be a catch all in Easyjet's systems.

bagand96

I'd be saving screenshots of FlightRadar24 and any other tracking websites that show the flight times. Most of these websites only let users see data for a certain period before needing a paid membership.

After that go back to easyJet. If they still won't play ball you can then consider escalating via either AviationADR or Small Claims Court.