Easyjet Customer care? What care?

ApolloHubble

eskbanker said:

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....

Thank you, I think I might hold on that for a while to see what they say about my claim. As they still owe me some refund (certainly for bags) then my refund has not been completed.

If they refuse my claim, what would be the next steps? Who would I approach?

eskbanker

ApolloHubble said:

eskbanker said:

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....

Thank you, I think I might hold on that for a while to see what they say about my claim. As they still owe me some refund (certainly for bags) then my refund has not been completed.

If they refuse my claim, what would be the next steps? Who would I approach?

Aviation ADR is their nominated body to escalate disputes to:

Notice of your rights in case of flight delays, cancellations and denied boarding | easyJet

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!

Excellent news..... four days ago I received an email from Easyjet who agreed to pay me all my expenses, including the new Ryanair flight, minus the refund they have already given me. The money has gone into my bank today.

ApolloHubble

Good news!! Four days ago I received an email from Easyjet stating they would pay for my expenses. Food/hotel/taxi and Ryanair flight (minus the refund I received for the cancelled EJ flight). Today the money went back into my bank.

Very pleased!

ApolloHubble

More good news. Today I received another email from Easyjet stating that my husband and I are due £220 each compensation. I wonder why this could be as they stated it was due to storms???? Perhaps my email to them saying I had seen the screen showing 45 on board could be the reason. Again very pleased.