Has anyone taken on Easyjet & won?

gmac2304

Long story short - I booked flights during Covid times, when free flight changes were allowed.  I wasn't able to travel on the intended dates, but the flights for when I wanted to change them to hadn't been released yet.  I called & spoke to Easyjet Customer Services, who told me that I should book as far in advance as I could & I would be able to change them FREE of charge (as was the policy at that time) once the new flight schedule had been released.

Fast forward to Jan23, I try to change my flights & I'm being changed a flight change fee & fare differences (I don't have an issue with the fare differences).  Called/emailed Easyjet on several occasions & explained my situation - they tried to locate the call between myself & their CS, but due to me being unable to give them a date or time, they haven't been able to find it.  

Their last email stated that the 'free change' policy was applicable to 31/03/22 - however I KNOW that I was told by the CS representative AFTER this date that I would still be able to make changes to my flights FOC once the new schedule had been released.

I also asked them 'when' I (the customer with a flight booking in place) had been informed about this change of policy - their response was 'Please note policies are dynamic in nature and they keep on changing with the current situations. I would like to inform you that whenever we change our policy we always update it on our website so that the customers can be aware of it.'

It's now my word against theirs.  I'm down over £800 & haven't managed to travel anywhere.

Where do I stand with this?  Is it worth fighting, or do I just have to accept that I've lost the money?

eskbanker

I doubt there were any airlines offering Covid-related concessions into 2023, but even if you feel you were given a clear verbal commitment at some stage in 2022, it's unlikely that there'd be any record of this.  Passengers holding a confirmed booking wouldn't have been notified individually of a change in rebooking policy whenever it happened, so I don't think they'll be at fault on that front.

When were you told that you could keep rebooking free and which schedule were you waiting for?  When were the flights you'd booked on?

brianposter

Can you not find the call on your own phone bills ?