Getting sense out of Easyjet: ADR?

Voyager2002

My recent flight BRS-KRK was diverted because of weather, and we spent the night in Berlin, proceeding on to KRK at lunchtime the next day under a different flight number. I want Easyjet to pay for my hotel there, as they are obliged to as "care". The problem is that their online claim form does not have an option covering this situation and so I had to choose "delay". I provided both the original flight number and the original routing, but they say that these details are not recognised, presumably because that flight number on that date now relates to a flight to Berlin.So I have been unable to put in a claim for reimbursement!

At this stage would it be appropriate to invoke the ADR, and would there be any fee for doing so? Presumably I could use the existing details to make a claim with Berlin as the destination, but if the flight had really been going to Berlin there would have been no need for a hotel, and so presumably the claim would be rejected.

eskbanker

Although there's no cost for going to AviationADR, I'd suggest that it would be better to get some sort of response from EasyJet first, despite the challenges of their forms not fitting this situation.  You might find that adjusting the destination works, or you could just use one of their generic contact methods?

Westin

Presumably this was 11 November when EZY2937 BRS KRK diverted to BER due to low visibility at KRK.  Did EasyJet offer accommodation at Berlin or tell you to arrange your own?

The flight continued the following day 12 Nov BER KRK as flight number EZY9937.

You could try either of the flight numbers above or replace EZY with U2 (e.g. EZY2937 becoming U22937).

Voyager2002

Westin said:

Presumably this was 11 November when EZY2937 BRS KRK diverted to BER due to low visibility at KRK.  Did EasyJet offer accommodation at Berlin or tell you to arrange your own?

The flight continued the following day 12 Nov BER KRK as flight number EZY9937.

You could try either of the flight numbers above or replace EZY with U2 (e.g. EZY2937 becoming U22937).

Yes, that was the one.

They said they were offering accommodation, but after waiting for two hours there were no EJ staff and they did not answer in online chat, so I went off and arranged my own hotel. (The instruction, both from the air crew and on the app, was to talk to their ground staff, but there were no ground staff.)

The form asks for flight number but does not accept letters, only numbers. I used the number 22937.

Voyager2002

eskbanker said:

Although there's no cost for going to AviationADR, I'd suggest that it would be better to get some sort of response from EasyJet first, despite the challenges of their forms not fitting this situation.  You might find that adjusting the destination works, or you could just use one of their generic contact methods?

They replied saying that they do not recognise the details and asked me to submit the claim again. The thing is, I am absolutely certain that the details I entered were correct. And their email was about compensation claims, whereas mine related to "care" and reimbursement of expenses since in this situation no compensation is due.

After my first attempt to submit a claim failed ("unknown error") I tried again with a different browser, and found that I could not enter details of my expenditure nor attach my receipt. Possibly I had mistakenly used the form for compensation rather than for "care". So I completed the correct form again, attached the receipt and submitted it.

However, I have actually had TWO emails saying that my "compensation" claim could not be processed because they did not recognise the details.

Could you please provide a link to a generic "contact us" method that actually works?

eskbanker

Voyager2002 said:

Could you please provide a link to a generic "contact us" method that actually works?

I don't have any experience of using any of them but https://www.easyjet.com/en/help/contact promotes live chat as the preferred option, with email and phone alternatives if needed.

Westin

Voyager2002 said:

Westin said:

Presumably this was 11 November when EZY2937 BRS KRK diverted to BER due to low visibility at KRK.  Did EasyJet offer accommodation at Berlin or tell you to arrange your own?

The flight continued the following day 12 Nov BER KRK as flight number EZY9937.

You could try either of the flight numbers above or replace EZY with U2 (e.g. EZY2937 becoming U22937).

Yes, that was the one.

They said they were offering accommodation, but after waiting for two hours there were no EJ staff and they did not answer in online chat, so I went off and arranged my own hotel. (The instruction, both from the air crew and on the app, was to talk to their ground staff, but there were no ground staff.)

The form asks for flight number but does not accept letters, only numbers. I used the number 22937.

Well that might be the problem. 22937 was not your flight number. It was 2937.  If a prefix is required by the online form try EZY or U2.

Voyager2002

Westin said:

Voyager2002 said:

Westin said:

Presumably this was 11 November when EZY2937 BRS KRK diverted to BER due to low visibility at KRK.  Did EasyJet offer accommodation at Berlin or tell you to arrange your own?

The flight continued the following day 12 Nov BER KRK as flight number EZY9937.

You could try either of the flight numbers above or replace EZY with U2 (e.g. EZY2937 becoming U22937).

Yes, that was the one.

They said they were offering accommodation, but after waiting for two hours there were no EJ staff and they did not answer in online chat, so I went off and arranged my own hotel. (The instruction, both from the air crew and on the app, was to talk to their ground staff, but there were no ground staff.)

The form asks for flight number but does not accept letters, only numbers. I used the number 22937.

Well that might be the problem. 22937 was not your flight number. It was 2937.  If a prefix is required by the online form try EZY or U2.

Ah, thank you. I used 'copy and paste' to transfer the flight number from their communications on to the online form, and noticed that only the numerical characters were accepted, not the letters.