EasyJet changing room type after paying for an upgrade, then demanding £200 extra to upgrade again?!

Magik01

Hi everyone, wondering if anyone can help on this matter in terms of if this is even allowed!

I booked a holiday in Jan 2024 for July 2025 through a travel agents, but the holiday and flights are with EasyJet. When booking, I paid roughly £300 extra to upgrade to a family suite, top floor with sea view.

I received  an email Xmas eve from easyJet stating our holiday had changed and to ring our travel agents ASAP. When doing so, I was informed easyJet had canceled both our outgoing and incoming flights and our holiday had move one day later for both going and returning to the U.K., which isn’t a problem. However, when I received confirmation of this form the travel agents via email, I noticed the room type had changed to a superior double, and I was still being charged the amount I paid for the upgrade. (Family suite has two double beds and a sofa bed, superior double only has one bed and a sofa bed).

I rang the travel agents straight away and they said they would contact easyJet about it. EasyJet then went and told the travel agents that they room was no longer available and if I wanted a family suite with limited sea view it would cost me an extra £196. Is this even allowed?! As my original booking had a better room than the one that they are requesting extra money for!!

can anyone help with the legalities of this? EasyJet are stating that because my holiday now costs more than when I booked it, that is why I need to pay. But I booked it way in advance to save money, so not sure how they can get away with this? I have tried ringing easyJet direct only to be met with a rude gentleman saying he’s not allowed to speak to me about the holiday, only the travel agents I booked through.

to make matters worse, there is a family suite top floor with sea views on the easyJet website for the dates we are going, the exact flights, so they were fibbing that it wasn’t available! 

Please help. I plan on ringing my agents tomorrow as soon as they open, but I’d like to know where I stand legally in regard to it all.

thank you for reading the massive message if you’ve gotten this far.

Caz3121

Let your agent deal with it as your contract is with them. 

Magik01

My travel agents have said that it is live pricing and if I want a family suite I need to pay the extra to book it. Where do I stand legally with this. 

IvanOpinion

I would tell the agent to get it sorted. Tell them to either get the original room at the price previously promised or provide a full refund for the room upgrade (if you can make do), and if they can't get either of those then tell them to cancel the holiday with a 100% refund, due to a significant change, and then book with someone else (but check what is out there first).

If you use a travel agent that is their job and what you pay the extra for.

Westin

Keep in mind your travel agent is only likely to reach an EasyJet overseas call centre during the Christmas period.  Let them try again over coming days when staff return from the festive holidays.  EasyJet trade account managers are U.K. based and I’m sure your travel agent can reach out to them once they are back at work.

daveyjp

The price first quoted was for the original arrangement.  This is now not available so there is now a new price for a new holiday and the price has increased.  Your choices are as above.

Magik01

daveyjp said:

The price first quoted was for the original arrangement.  This is now not available so there is now a new price for a new holiday and the price has increased.  Your choices are as above.

But it is available. They lied.

thegreenone

My logic(?) is that the flights have changed, not the hotel.  Yes, you will lose the first night and will need to book, somewhere, for the last night but your hotel booking in the middle should still stand.  

I really hope you can sort this out.