Easyjet holiday package. Still no refund after 2 weeks.

flightcrazy

Hi guys, need help here. My holiday package with Easyjet was cancelled by Easyjet because the flights (included in the package) were cancelled at Bristol on June 10th 2024.

When i contacted them via phone, they said that the flights hadn't been cancelled, despite me being sent an e-mail saying they and the holiday were. It was a short 4 day holiday. They then said i hadn't called quickly enough, i called on 13th. They then asked me to send an email with their email showing the cancellation, which i did, to which i recieved an email with a case number.

Despite further calls and emails to them, all i've had are additional case numbers and no resolution. At my wits end, any help would be appreciated.

eskbanker

Regulation 14 of the Package Travel Regulations requires that refunds are issued within 14 days, but it sounds like they've now exceeded that as of this week:

https://www.legislation.gov.uk/uksi/2018/634/regulation/14

If you don't wish to wait any longer, you can probably invoke your card provider's chargeback process (and/or section 75 claim if paid by credit card), or as a last resort there's small claims....

Caz3121

when were you notified that the flights/holiday was cancelled? what options were given in the notification?
Do EasyJet mean that there was no cancellation and you were advised in error? - had you checked on the EasyJet website that the flight was indeed no longer operating?

Westin

Was this an EasyJet Holidays package or was your trip booked with another holiday provider, just using EasyJet flights?

If EasyJet Holidays, have you logged into your account to see if any credit appears there? 

It does seem strange that you have had no communication or options given to you following the cancelled flight. Normally these appear on their App quite quickly and options given to you.  Have you also checked your email junk folder?

The comment made to you about not calling them quickly enough (you called them on 13th?) might suggest that your holiday was rescheduled automatically for the following day - and perhaps they assumed you would be taking it.  Perhaps calling 3-days later added confusion with a booking held for departure 11th June.

Guessing this was either to the Isle of Man or Prague.  The former diverted to Liverpool that day after the closure of IOM after a light aircraft was left disabled on the runway. The later PRG service cancelled following the BRS-IOM-LPL diversion.

flightcrazy

Hi guys, thanks for the updates. Here is some additional data.

The package holiday was booked with easyjet, so flights and holiday.

Despite several calls to them they're saying there was no problem with the flight, even though its a matter of aviation record as being cancelled. The holiday was only 4 days long, to Prague. It was cancelled while we were waiting to board in the departure room.

I have an email saying that because the flights were cancelled and no suitable alternative could be found within the next 2 days the holiday was also cancelled.

They asked me to send them the cancellation e-mail, which i've done twice. Both given a case number, no follow up recieved. I also sent an e-mail asking for an update, another case number generated, no follow up.

Today 01/07/24, i went back to the easyjet site to check up the holiday reference number, no such number found.

flightcrazy

Caz3121 said:

when were you notified that the flights/holiday was cancelled? what options were given in the notification?
Do EasyJet mean that there was no cancellation and you were advised in error? - had you checked on the EasyJet website that the flight was indeed no longer operating?

We were told in the departure lounge the flight had been cancelled, then almost immediately by e-mail.

flightcrazy

Westin said:

Was this an EasyJet Holidays package or was your trip booked with another holiday provider, just using EasyJet flights?

If EasyJet Holidays, have you logged into your account to see if any credit appears there? 

It does seem strange that you have had no communication or options given to you following the cancelled flight. Normally these appear on their App quite quickly and options given to you.  Have you also checked your email junk folder?

The comment made to you about not calling them quickly enough (you called them on 13th?) might suggest that your holiday was rescheduled automatically for the following day - and perhaps they assumed you would be taking it.  Perhaps calling 3-days later added confusion with a booking held for departure 11th June.

Guessing this was either to the Isle of Man or Prague.  The former diverted to Liverpool that day after the closure of IOM after a light aircraft was left disabled on the runway. The later PRG service cancelled following the BRS-IOM-LPL diversion.

I've was given options for a next day flight, but it was only a 4 day holiday. I was also sent an e-mail by Easyjet within 2 hours saying that no suitable alternative within 2 days so holiday cancelled. The flight was to Prague, the reason we were told was that a pilot was unavailable, as i recall.

bagand96

Time to get in touch with your bank and open a dispute with your credit/debit card.