Making a complaint when company will not change consumer's contact details

wotnott

On the complaints form (General Contact Form) they require the "Email address used when booking" and that is the only one they will respond to. That is the form used for taking issue with expenses or compensation claims, under the category 'EC261 Claims Complaints'.

Hence the apparent conflation of the contracting party and the passenger.

jon81uk

wotnott said:

On the complaints form (General Contact Form) they require the "Email address used when booking" and that is the only one they will respond to. That is the form used for taking issue with expenses or compensation claims, under the category 'EC261 Claims Complaints'.

Hence the apparent conflation of the contracting party and the passenger.

But the booking reference is an optional field. So if you don’t give them details of the booking then they have to respond to you. Make a general complaint about the policy first maybe?

DullGreyGuy

wotnott said:

DullGreyGuy said:

On the EasyJet form there are various options to select such as if you are a travel agent or not, and if you are the original booker or not.

Where?

https://www.easyjet.com/en/help/contact/contact-us

https://www.easyjet.com/en/claim/EU261

born_again

Previous thread.

https://forums.moneysavingexpert.com/discussion/6449715/airline-duty-of-care-during-4-5-hour-delay#latest

I submitted a claim, of which £6 was paid. Airline said:

So Op is £5 down.

Old thread was moved from this section before....

So airline have dealt with OP already... 🤷‍♀️
So is a complaint over £5 really worth it?

HillStreetBlues

born_again said:

So is a complaint over £5 really worth it?

Yes, and no.

It's the fact most people can't be bother that companies avoid their legal duty as it's cheaper.
If everyone complained, then the added cost would mean companies would do their legal duty first time as that would be cheaper.

wotnott

HillStreetBlues said:

Yes, and no.

I agree.

born_again said:

Previous thread.

https://forums.moneysavingexpert.com/discussion/6449715/airline-duty-of-care-during-4-5-hour-delay#latest

Indeed. I linked to that thread in post #1. It is nothing novel or surprising.

This (current) thread is not about subsistence claims. I posed a specific question, which is whether there is anything (e.g. regulations, law) to say that an airline should not refuse to engage with a passenger regarding a complaint, as opposed to the person who booked the flight.

wotnott

DullGreyGuy said:

wotnott said:

DullGreyGuy said:

On the EasyJet form there are various options to select such as if you are a travel agent or not, and if you are the original booker or not.

Where?

https://www.easyjet.com/en/help/contact/contact-us

https://www.easyjet.com/en/claim/EU261

That is not the complaints form. That is the claim form, which is not the subject of my question.

Passengers are directed (i.e. I have been directed) to use the General Contact Form to contact the airline in order to make a complaint. This form is here.

There are various subjects here which are relevant to the passenger, not the person who booked the flight. These include but are not necessarily limited to the following:

Damaged bags
Delayed or lost bags
EC261 Claims complaints
General complaints
Serious illness

This form requires the "Email address used when booking". This is not an optional field. This address is the only one the airline will respond to. I have been informed of this by Customer Services and my experience bears it out.

Hence, without wishing to be repetitive, I see an apparent conflation of the contracting party and the passenger, which seems problematic with respect to Passenger Rights and airline's Duty of Care.

powerful_Rogue

wotnott said:

HillStreetBlues said:

Yes, and no.

I agree.

born_again said:

Previous thread.

https://forums.moneysavingexpert.com/discussion/6449715/airline-duty-of-care-during-4-5-hour-delay#latest

Indeed. I linked to that thread in post #1. It is nothing novel or surprising.

This (current) thread is not about subsistence claims. I posed a specific question, which is whether there is anything (e.g. regulations, law) to say that an airline should not refuse to engage with a passenger regarding a complaint, as opposed to the person who booked the flight.

What is it you actually want to complain to easyjet about?

jon81uk

wotnott said:

DullGreyGuy said:

wotnott said:

DullGreyGuy said:

On the EasyJet form there are various options to select such as if you are a travel agent or not, and if you are the original booker or not.

Where?

https://www.easyjet.com/en/help/contact/contact-us

https://www.easyjet.com/en/claim/EU261

That is not the complaints form. That is the claim form, which is not the subject of my question.

Passengers are directed (i.e. I have been directed) to use the General Contact Form to contact the airline in order to make a complaint. This form is here.

There are various subjects here which are relevant to the passenger, not the person who booked the flight. These include but are not necessarily limited to the following:

Damaged bags
Delayed or lost bags
EC261 Claims complaints
General complaints
Serious illness

This form requires the "Email address used when booking". This is not an optional field. This address is the only one the airline will respond to. I have been informed of this by Customer Services and my experience bears it out.

Hence, without wishing to be repetitive, I see an apparent conflation of the contracting party and the passenger, which seems problematic with respect to Passenger Rights and airline's Duty of Care.

As before, booking reference is an optional field, so for a general complaint they have no way of knowing if the email used is associated with any specific booking or not. If it’s a general complaint it shouldn’t matter if you are a customer or not.

in terms of consumer rights then rights are with the purchaser anyway.

 If you are claiming compensation as a passenger there are other forms linked to above.

wotnott

jon81uk said:

As before, booking reference is an optional field, so for a general complaint they have no way of knowing if the email used is associated with any specific booking or not.

Sorry, missed that the first time. I see your point. Yes, that may be the case (although not necessarily, I would think; wouldn't it be feasible for the email address to be cross-checked against bookings?) "email address used when booking" was asked for when calling Customer Services. I had to quote it.

Omitting booking ref. and quoting own address here could indeed be a workaround, but that being the case my view would be that it should not be necessary for the passenger to provide false information in order to be able to get a response.