Easyjet Customer care? What care?

eskbanker

ApolloHubble said:

eskbanker said:

ApolloHubble said:

eskbanker said:

There are three separate claim headings under the regulations, and it's only the fixed tariff compensation one that's dependent on the reason for cancellation, i.e. no airline liability for paying out if it was caused by extraordinary circumstances beyond their control.

However, regardless of the cause, the airline is still responsible for rerouting (all the way to destination airport) and care costs (accommodation/meals while waiting).  There may be some resistance to funding expensive Ryanair flights to Stansted if they offered you earlier flights elsewhere in the UK (from which you'd presumably have been able to travel to Luton), but cross that bridge if/when you get to it....

I found this on the CAA website:

2. Choose an alternative flight

If you still want to travel, your airline must find you an alternative flight. It’s up to you whether to fly as soon as possible after the cancelled flight, or at a later date that suits you.
Although most airlines will book you onto another of their flights to the same destination, if an alternative airline is flying there significantly sooner or other suitable modes of transport are available then you may have the right to be booked onto that alternative transport instead.

Yes, the regulations do indeed require the airline to offer passengers the choice between a refund, a rebooking asap or a rebooking at a later date of the passenger's choosing, but my point was that if EasyJet offered you flights to the UK on the 2nd ("We were offered Manchester or Glasgow after 10pm on 2nd August, but that meant we would not be able to get back to our car at Luton airport parking") but you booked another airline's one on the 3rd (albeit to an airport closer to your destination) then you might find EasyJet reluctant to reimburse that cost.  That's not to say that they'd be right to do so or that you wouldn't have justification for your actions, but just that it may not be as straightforward as you'd hope....

As I have also taken a refund, I guess I am not entitled to anything then?

Ah - yes, you're entitled to a refund or a rebooking but not both!

ApolloHubble

eskbanker said:

ApolloHubble said:

eskbanker said:

ApolloHubble said:

eskbanker said:

There are three separate claim headings under the regulations, and it's only the fixed tariff compensation one that's dependent on the reason for cancellation, i.e. no airline liability for paying out if it was caused by extraordinary circumstances beyond their control.

However, regardless of the cause, the airline is still responsible for rerouting (all the way to destination airport) and care costs (accommodation/meals while waiting).  There may be some resistance to funding expensive Ryanair flights to Stansted if they offered you earlier flights elsewhere in the UK (from which you'd presumably have been able to travel to Luton), but cross that bridge if/when you get to it....

I found this on the CAA website:

2. Choose an alternative flight

If you still want to travel, your airline must find you an alternative flight. It’s up to you whether to fly as soon as possible after the cancelled flight, or at a later date that suits you.
Although most airlines will book you onto another of their flights to the same destination, if an alternative airline is flying there significantly sooner or other suitable modes of transport are available then you may have the right to be booked onto that alternative transport instead.

Yes, the regulations do indeed require the airline to offer passengers the choice between a refund, a rebooking asap or a rebooking at a later date of the passenger's choosing, but my point was that if EasyJet offered you flights to the UK on the 2nd ("We were offered Manchester or Glasgow after 10pm on 2nd August, but that meant we would not be able to get back to our car at Luton airport parking") but you booked another airline's one on the 3rd (albeit to an airport closer to your destination) then you might find EasyJet reluctant to reimburse that cost.  That's not to say that they'd be right to do so or that you wouldn't have justification for your actions, but just that it may not be as straightforward as you'd hope....

As I have also taken a refund, I guess I am not entitled to anything then?

Ah - yes, you're entitled to a refund or a rebooking but not both!

Well the hotel and food was not much. I guess that was silly of me to ask for a refund, but as you already said, they may resist paying out for Ryanair flight anyway. 
At least I should be entitled to the EU261 compensation from Ryanair, as their reason is due to the plane having a tech issue. That will at least cover the flight costs!

saajan_12

ApolloHubble said:

eskbanker said:

ApolloHubble said:

eskbanker said:

There are three separate claim headings under the regulations, and it's only the fixed tariff compensation one that's dependent on the reason for cancellation, i.e. no airline liability for paying out if it was caused by extraordinary circumstances beyond their control.

However, regardless of the cause, the airline is still responsible for rerouting (all the way to destination airport) and care costs (accommodation/meals while waiting).  There may be some resistance to funding expensive Ryanair flights to Stansted if they offered you earlier flights elsewhere in the UK (from which you'd presumably have been able to travel to Luton), but cross that bridge if/when you get to it....

I found this on the CAA website:

2. Choose an alternative flight

If you still want to travel, your airline must find you an alternative flight. It’s up to you whether to fly as soon as possible after the cancelled flight, or at a later date that suits you.
Although most airlines will book you onto another of their flights to the same destination, if an alternative airline is flying there significantly sooner or other suitable modes of transport are available then you may have the right to be booked onto that alternative transport instead.

Yes, the regulations do indeed require the airline to offer passengers the choice between a refund, a rebooking asap or a rebooking at a later date of the passenger's choosing, but my point was that if EasyJet offered you flights to the UK on the 2nd ("We were offered Manchester or Glasgow after 10pm on 2nd August, but that meant we would not be able to get back to our car at Luton airport parking") but you booked another airline's one on the 3rd (albeit to an airport closer to your destination) then you might find EasyJet reluctant to reimburse that cost.  That's not to say that they'd be right to do so or that you wouldn't have justification for your actions, but just that it may not be as straightforward as you'd hope....

As I have also taken a refund, I guess I am not entitled to anything then?

What exactly did you say when asking for the refund, and when was that? Eg if you asked for a refund + difference in flight price, that's arguably the same as the rerouting cost. IMO its somewhat unfair on consumers to expect them to know the magic words ie "rerouting" not "refund". I've come across many whose first instinct is to ask for a refund (as they didn't take that flight) and compo for the other costs (difference, hotel, etc). 

eskbanker said:

ApolloHubble said:

eskbanker said:

There are three separate claim headings under the regulations, and it's only the fixed tariff compensation one that's dependent on the reason for cancellation, i.e. no airline liability for paying out if it was caused by extraordinary circumstances beyond their control.

However, regardless of the cause, the airline is still responsible for rerouting (all the way to destination airport) and care costs (accommodation/meals while waiting).  There may be some resistance to funding expensive Ryanair flights to Stansted if they offered you earlier flights elsewhere in the UK (from which you'd presumably have been able to travel to Luton), but cross that bridge if/when you get to it....

I found this on the CAA website:

2. Choose an alternative flight

If you still want to travel, your airline must find you an alternative flight. It’s up to you whether to fly as soon as possible after the cancelled flight, or at a later date that suits you.
Although most airlines will book you onto another of their flights to the same destination, if an alternative airline is flying there significantly sooner or other suitable modes of transport are available then you may have the right to be booked onto that alternative transport instead.

Yes, the regulations do indeed require the airline to offer passengers the choice between a refund, a rebooking asap or a rebooking at a later date of the passenger's choosing, but my point was that if EasyJet offered you flights to the UK on the 2nd ("We were offered Manchester or Glasgow after 10pm on 2nd August, but that meant we would not be able to get back to our car at Luton airport parking") but you booked another airline's one on the 3rd (albeit to an airport closer to your destination) then you might find EasyJet reluctant to reimburse that cost.  That's not to say that they'd be right to do so or that you wouldn't have justification for your actions, but just that it may not be as straightforward as you'd hope....

depending on the other numbers (eg hotel cost, taxi, number of people etc), the Ryanair option may have been more cost effective anyway. Glasgow hotels and last minute Scotland - London trains aren't cheap. I don't know if theres any specific designation that you have to accept flight to the same country + ground transport from there, but both from a convenience and cost perspective, the OP's routing may not have been unreasoanble. 

bagand96

ApolloHubble said:

eskbanker said:

ApolloHubble said:

eskbanker said:

ApolloHubble said:

eskbanker said:

There are three separate claim headings under the regulations, and it's only the fixed tariff compensation one that's dependent on the reason for cancellation, i.e. no airline liability for paying out if it was caused by extraordinary circumstances beyond their control.

However, regardless of the cause, the airline is still responsible for rerouting (all the way to destination airport) and care costs (accommodation/meals while waiting).  There may be some resistance to funding expensive Ryanair flights to Stansted if they offered you earlier flights elsewhere in the UK (from which you'd presumably have been able to travel to Luton), but cross that bridge if/when you get to it....

I found this on the CAA website:

2. Choose an alternative flight

If you still want to travel, your airline must find you an alternative flight. It’s up to you whether to fly as soon as possible after the cancelled flight, or at a later date that suits you.
Although most airlines will book you onto another of their flights to the same destination, if an alternative airline is flying there significantly sooner or other suitable modes of transport are available then you may have the right to be booked onto that alternative transport instead.

Yes, the regulations do indeed require the airline to offer passengers the choice between a refund, a rebooking asap or a rebooking at a later date of the passenger's choosing, but my point was that if EasyJet offered you flights to the UK on the 2nd ("We were offered Manchester or Glasgow after 10pm on 2nd August, but that meant we would not be able to get back to our car at Luton airport parking") but you booked another airline's one on the 3rd (albeit to an airport closer to your destination) then you might find EasyJet reluctant to reimburse that cost.  That's not to say that they'd be right to do so or that you wouldn't have justification for your actions, but just that it may not be as straightforward as you'd hope....

As I have also taken a refund, I guess I am not entitled to anything then?

Ah - yes, you're entitled to a refund or a rebooking but not both!

Well the hotel and food was not much. I guess that was silly of me to ask for a refund, but as you already said, they may resist paying out for Ryanair flight anyway. 
At least I should be entitled to the EU261 compensation from Ryanair, as their reason is due to the plane having a tech issue. That will at least cover the flight costs!

You should proceed with your claim. See if you can get easyjet to reimburse you for the difference as you've already taken the refund. Sure I've seen stories of people being successful with that. 

Wonka_2

ApolloHubble said:

Hoenir said:

ApolloHubble said:

 We both saw, and the Inspector told us that the reason Easyjet had cancelled our flight was because there were only 45 passengers on it!!

Pure fabrication unfortunately I'd suggest. 

Fabrication on the screen, or you think I am making this up?

Fabrication of a reason to cancel the flight - the scheduling of flights is a thing of wonder and on one occasion I was the only passenger on a flight whereas the return leg the plane was scheduled on was full.

There 'may' have been a situation somewhere in the background (that would never become public knowledge) that the plane with a low no. of passengers and frequent alternative flights could have been commandeered to assist with a breakdown of a full flight with fewer alternatives.

If you want to go down a rabbit hole there are sites that will tell you which plane went where on what date and what the delays were - but this isn't going to help your cause.

As others have said, and as a frequent flyer myself, the expectation of staff at airports for each airline should be consigned to memories. In the case of delays/cancellations being quick on your phone/device is often the only way to make a smooth change with your planned airline - and failing that having use of Skyscanner or similar lets you take the gamble of booking a alternative (and then having to battle for repayment afterwards)

If I'm travelling on the last flight of the day I no longer plan anything for the next day on the expectation of delays/cancellations 

Westin

There was indeed weather related ATC delays over much of Europe on Friday 2nd August. Very widespread impacts from northern Portugal in the west, stretching to northern Spain and southern France, over to Croatia and Germany.  Germany overfly routings report up to 80 min delays with reduced aircraft movements. 

BER also has a night curfew 00:00-05:00 plus limited movements 23:00-23:59.  Not sure if this impacted your BER LTN flight but perhaps with an ATC/WX delay they may not wish to operate out and be unable to take off again.

Sadly ATC issues have been creating more issues for travellers again this year.  Some down to staff shortages, much however down to the very nasty storms that parts of Europe have experienced the last few months and the subsequent need for safety to reduce air traffic flow rates.

As others have responded, you have certain rights under EU261/UK261 for welfare during the extended travel delay, plus rerouting options.

WX/ATC won’t however qualify you for general compensation.

[I wouldn’t put much credence in an “Airport Inspector” (what ever that is) having correct data on a screen to show passengers].  

ApolloHubble

saajan_12 said:

ApolloHubble said:

eskbanker said:

ApolloHubble said:

eskbanker said:

There are three separate claim headings under the regulations, and it's only the fixed tariff compensation one that's dependent on the reason for cancellation, i.e. no airline liability for paying out if it was caused by extraordinary circumstances beyond their control.

However, regardless of the cause, the airline is still responsible for rerouting (all the way to destination airport) and care costs (accommodation/meals while waiting).  There may be some resistance to funding expensive Ryanair flights to Stansted if they offered you earlier flights elsewhere in the UK (from which you'd presumably have been able to travel to Luton), but cross that bridge if/when you get to it....

I found this on the CAA website:

2. Choose an alternative flight

If you still want to travel, your airline must find you an alternative flight. It’s up to you whether to fly as soon as possible after the cancelled flight, or at a later date that suits you.
Although most airlines will book you onto another of their flights to the same destination, if an alternative airline is flying there significantly sooner or other suitable modes of transport are available then you may have the right to be booked onto that alternative transport instead.

Yes, the regulations do indeed require the airline to offer passengers the choice between a refund, a rebooking asap or a rebooking at a later date of the passenger's choosing, but my point was that if EasyJet offered you flights to the UK on the 2nd ("We were offered Manchester or Glasgow after 10pm on 2nd August, but that meant we would not be able to get back to our car at Luton airport parking") but you booked another airline's one on the 3rd (albeit to an airport closer to your destination) then you might find EasyJet reluctant to reimburse that cost.  That's not to say that they'd be right to do so or that you wouldn't have justification for your actions, but just that it may not be as straightforward as you'd hope....

As I have also taken a refund, I guess I am not entitled to anything then?

What exactly did you say when asking for the refund, and when was that? Eg if you asked for a refund + difference in flight price, that's arguably the same as the rerouting cost. IMO its somewhat unfair on consumers to expect them to know the magic words ie "rerouting" not "refund". I've come across many whose first instinct is to ask for a refund (as they didn't take that flight) and compo for the other costs (difference, hotel, etc). 

eskbanker said:

ApolloHubble said:

eskbanker said:

There are three separate claim headings under the regulations, and it's only the fixed tariff compensation one that's dependent on the reason for cancellation, i.e. no airline liability for paying out if it was caused by extraordinary circumstances beyond their control.

However, regardless of the cause, the airline is still responsible for rerouting (all the way to destination airport) and care costs (accommodation/meals while waiting).  There may be some resistance to funding expensive Ryanair flights to Stansted if they offered you earlier flights elsewhere in the UK (from which you'd presumably have been able to travel to Luton), but cross that bridge if/when you get to it....

I found this on the CAA website:

2. Choose an alternative flight

If you still want to travel, your airline must find you an alternative flight. It’s up to you whether to fly as soon as possible after the cancelled flight, or at a later date that suits you.
Although most airlines will book you onto another of their flights to the same destination, if an alternative airline is flying there significantly sooner or other suitable modes of transport are available then you may have the right to be booked onto that alternative transport instead.

Yes, the regulations do indeed require the airline to offer passengers the choice between a refund, a rebooking asap or a rebooking at a later date of the passenger's choosing, but my point was that if EasyJet offered you flights to the UK on the 2nd ("We were offered Manchester or Glasgow after 10pm on 2nd August, but that meant we would not be able to get back to our car at Luton airport parking") but you booked another airline's one on the 3rd (albeit to an airport closer to your destination) then you might find EasyJet reluctant to reimburse that cost.  That's not to say that they'd be right to do so or that you wouldn't have justification for your actions, but just that it may not be as straightforward as you'd hope....

depending on the other numbers (eg hotel cost, taxi, number of people etc), the Ryanair option may have been more cost effective anyway. Glasgow hotels and last minute Scotland - London trains aren't cheap. I don't know if theres any specific designation that you have to accept flight to the same country + ground transport from there, but both from a convenience and cost perspective, the OP's routing may not have been unreasoanble. 

I asked for the refund once I was home. It is very little. The reason I put the post on here is because when you end up with a cancelled flight, it is difficult to know the best course of action at the time if it has not happened to you before. I agree that flying into Glasgow really did not seem like a viable option. We live 380 miles away and I agree that Glasgow hotels last minute are more likely to be costly than our Berlin hotel. It seems unfair that if I claim back the refund for the flight, that I give up my entitlement for everything else. I would understand if they deducted the refunded Easyjet flight from my costs, but whatever I did, I still had to have a night in a hotel somewhere, fly into a different airport and get back to Luton. It was the fault of EJ that I had to do this so they should at least pay for those costs. It is so unclear what to do at the time. Hindsight is a wonderful thing. WHICH and CAA state that you don't have to take the first flight offered anyway. We looked at the whole picture and absolutely knew that our hotel could give us a bed for the night. Flying into Glasgow or Manchester very late on a Friday night flight is not, in my opinion, the best option.

ApolloHubble

saajan_12 said:

ApolloHubble said:

eskbanker said:

ApolloHubble said:

eskbanker said:

There are three separate claim headings under the regulations, and it's only the fixed tariff compensation one that's dependent on the reason for cancellation, i.e. no airline liability for paying out if it was caused by extraordinary circumstances beyond their control.

However, regardless of the cause, the airline is still responsible for rerouting (all the way to destination airport) and care costs (accommodation/meals while waiting).  There may be some resistance to funding expensive Ryanair flights to Stansted if they offered you earlier flights elsewhere in the UK (from which you'd presumably have been able to travel to Luton), but cross that bridge if/when you get to it....

I found this on the CAA website:

2. Choose an alternative flight

If you still want to travel, your airline must find you an alternative flight. It’s up to you whether to fly as soon as possible after the cancelled flight, or at a later date that suits you.
Although most airlines will book you onto another of their flights to the same destination, if an alternative airline is flying there significantly sooner or other suitable modes of transport are available then you may have the right to be booked onto that alternative transport instead.

Yes, the regulations do indeed require the airline to offer passengers the choice between a refund, a rebooking asap or a rebooking at a later date of the passenger's choosing, but my point was that if EasyJet offered you flights to the UK on the 2nd ("We were offered Manchester or Glasgow after 10pm on 2nd August, but that meant we would not be able to get back to our car at Luton airport parking") but you booked another airline's one on the 3rd (albeit to an airport closer to your destination) then you might find EasyJet reluctant to reimburse that cost.  That's not to say that they'd be right to do so or that you wouldn't have justification for your actions, but just that it may not be as straightforward as you'd hope....

As I have also taken a refund, I guess I am not entitled to anything then?

What exactly did you say when asking for the refund, and when was that? Eg if you asked for a refund + difference in flight price, that's arguably the same as the rerouting cost. IMO its somewhat unfair on consumers to expect them to know the magic words ie "rerouting" not "refund". I've come across many whose first instinct is to ask for a refund (as they didn't take that flight) and compo for the other costs (difference, hotel, etc). 

eskbanker said:

ApolloHubble said:

eskbanker said:

There are three separate claim headings under the regulations, and it's only the fixed tariff compensation one that's dependent on the reason for cancellation, i.e. no airline liability for paying out if it was caused by extraordinary circumstances beyond their control.

However, regardless of the cause, the airline is still responsible for rerouting (all the way to destination airport) and care costs (accommodation/meals while waiting).  There may be some resistance to funding expensive Ryanair flights to Stansted if they offered you earlier flights elsewhere in the UK (from which you'd presumably have been able to travel to Luton), but cross that bridge if/when you get to it....

I found this on the CAA website:

2. Choose an alternative flight

If you still want to travel, your airline must find you an alternative flight. It’s up to you whether to fly as soon as possible after the cancelled flight, or at a later date that suits you.
Although most airlines will book you onto another of their flights to the same destination, if an alternative airline is flying there significantly sooner or other suitable modes of transport are available then you may have the right to be booked onto that alternative transport instead.

Yes, the regulations do indeed require the airline to offer passengers the choice between a refund, a rebooking asap or a rebooking at a later date of the passenger's choosing, but my point was that if EasyJet offered you flights to the UK on the 2nd ("We were offered Manchester or Glasgow after 10pm on 2nd August, but that meant we would not be able to get back to our car at Luton airport parking") but you booked another airline's one on the 3rd (albeit to an airport closer to your destination) then you might find EasyJet reluctant to reimburse that cost.  That's not to say that they'd be right to do so or that you wouldn't have justification for your actions, but just that it may not be as straightforward as you'd hope....

depending on the other numbers (eg hotel cost, taxi, number of people etc), the Ryanair option may have been more cost effective anyway. Glasgow hotels and last minute Scotland - London trains aren't cheap. I don't know if theres any specific designation that you have to accept flight to the same country + ground transport from there, but both from a convenience and cost perspective, the OP's routing may not have been unreasoanble. 

If EJ refuse my costs, what would be my next point of action please?

ApolloHubble

I have just had our refund from EJ. It is £53.78. However, I have downloaded the Payment confirmation and this is what we paid for two people with a cabin bag each:

27/04/2024 London Luton to

Berlin Brandenburg

EZY2601 29/07/2024 Flight

(Standard)

2 Segment 71.98 GBP

27/04/2024 Berlin Brandenburg to

London Luton

EZY2604 02/08/2024 Flight

(Standard)

2 Segment 31.98 GBP

Large cabin bag 4 Bags 101.96 GBP

Aviation Taxes (APD) 4 per booking 52.60 GBP

Admin Fee 1 per booking 0.00 GBP

Flight Totals 258.52 GBP

Can someone please advise as I'm sure we are due more than this for the cancelled return flight?

thank you

eskbanker

Difficult to reconcile but I wonder if they're refunded the £31.98 base fare plus the German departure tax (€15.53pp, perhaps converted at a sub-optimal rate)?  If in doubt, ask them how they've calculated it and take it from there....