Easyjet keeps batting me off!

ApolloHubble

Easyjet cancelled an outbound and return flight (both on a Sunday) and put us on another flight the previous day.  The flight details and booking reference were exactly the same. When I tried to Manage my booking and get my refund, it just took me to the new flight therefore I unable to get a refund. I sent an email to Easyjet Customer Services about this and within seven days they replied saying I had accepted the new flight. I am unaware I did this so asked them to send me proof as I cannot recall doing so. They got back to me again within seven days to say they had escalated it to their Team and I would hear within seven days. Ten days later I emailed Customer Services again to say I would approach the CAA about this as I had heard nothing. Easyjet Customer Services again replied within two days to ask me to give them another seven days for them to respond. It is now day 11 and I have heard nothing. I have visited the ADR site to take this complaint further but the site won't let me log my complaint as it makes it clear the case has to be either closed by Easyjet or they have to have refused to accept my complaint. 
I could keep emailing Easyjet every week, but if they keep responding asking me to give them more time, what action should I take? Thank you

eskbanker

ApolloHubble said:

Easyjet cancelled an outbound and return flight (both on a Sunday) and put us on another flight the previous day.  The flight details and booking reference were exactly the same.

Just to be clear, was this a flight that normally operated on both Saturday and Sunday, or was the Sunday one rescheduled to the Saturday?

Edit: actually that doesn't really matter - if they emailed you with a choice of accepting the alternative or taking a refund then they should obviously honour it if you chose the latter.  Was it clear in the email what would happen if you did nothing?

ApolloHubble

Yes there were identical flights on both Saturday and Sunday.  Nothing in the week. The flights were identical in time and flight number. I'm guessing EJ realised they couldn't fill both flights.  How should I proceed? Yes the email makes it clear, ie, agree, refund, voucher etc, but I did nothing. They just moved me onto the new flights. That is why I have asked for proof that I accepted the new flights. That is where they are just not responding.

eskbanker

All you can really do is to continue to chase EasyJet and then to escalate to AviationADR if it reaches eight weeks without an adequate resolution:

You must either have received a final written response, often known as a ‘deadlock letter’, or have given EasyJet an eight-week window to respond to your dispute

https://www.aviationadr.org.uk/how-to-complain-about-an-easyjet-flight/

ApolloHubble

Could you help again please? Today is now over 8 weeks since I made the complaint and I have heard nothing from Easyjet since 5th November. I have started to fill out the form on ADR but it appears I cannot provide details of a cancelled flight in the future. Do I need to wait until after the new flight has taken off to submit a complaint?

eskbanker

ApolloHubble said:

Could you help again please? Today is now over 8 weeks since I made the complaint and I have heard nothing from Easyjet since 5th November. I have started to fill out the form on ADR but it appears I cannot provide details of a cancelled flight in the future. Do I need to wait until after the new flight has taken off to submit a complaint?

I hadn't appreciated that this all relates to a flight that's still in the future, but if the ADR system doesn't allow future dates then I guess your choices are either to wait or to discuss the matter with them via another channel?

https://www.aviationadr.org.uk/contact-aviationadr/

Persianpuss

EasyJet are probably the most complained about airline, in the UK, although Wizzair is a close second. I went through all the procedures, ADR etc and am now scheduled in for a Small Claims hearing in February. We had a telephone hearing, but that was adjourned because EJ said that I hadn't proved that I was on the flight, you have to produce a boarding pass, which had sent to them, and the court, on 3 separate occasions. The court asked for it again, and today it's finally been acknowledged that I was on the flight, my claim us for a delay of 4 hours. I have asked fir their defence to be struck out as they refuse to provide the disclosures that I requested,  without providing any reason for not doing so. On the date of my telephone hearing there were 15 other cases against EJ. There is even a special court at Luton Crown court just for them. There lawyers only have a passing acquaintance with the truth and they try all the tricks to put you off. My advice is use the No Win No Fee lawyer that Martin Lewis recommends.

ApolloHubble

I have just had an email from Easyjet stating they have cancelled my flight and will issue me a refund. I guess it is as much about persevering.