EasyJet Cancelled Return Flight 30 minutes before Departure. Guidance Please.

Charsiu

Westin said:

Does your wife have a mobile phone? The cancellation notification plus alternative arrangements and options would have been sent by EasyJet via text plus under within the EasyJet App.

Travel Insurance doesn’t need to come into this. Easyjet will cover reasonable expenditures for overnight accommodation and food.

Flights were cancelled yesterday at short notice due to European ATC issues.

Of course she has a phone but don't think she has their app.

She received the email about the flight cancellation whilst waiting to board the flight. The rescheduled flight details were also e-mailed within the hour. She found an EJ worker whom advised her to get receipts for the expenses for last night. Details of temporary hotel were sent some hour(s) later - but she was already at her hotel.

She called EJ last night around midnight (surprised their lines were operating) and the gist was that there were not any direct flights until later this week, Tuedays' connecting flight was all they had and that they can't guarantee reiumbursement for our own bookings should we go that way.

I looked at insurance (thinking this is when they come into play - apparently not!) details and terms, and guidance on this forum! 

Current Update: EJ were unable/unwilling to book flights with other airlines today/tomorrow so I have booked Direct flights back tomorrow for my family and will submit it for reimbursement, along with hotel, taxies, food etc. Compensation as well. If the compensation falls through or doesn't cover everything, I may have to look into the travel insurance again.

Thanks for the update on "European ATC issues" will Google that just to see what that is about and how it affects my situation if at all.

eskbanker

Charsiu said:

Current Update: EJ were unable/unwilling to book flights with other airlines today/tomorrow so I have booked Direct flights back tomorrow for my family and will submit it for reimbursement, along with hotel, taxies, food etc. Compensation as well. If the compensation falls through or doesn't cover everything, I may have to look into the travel insurance again.

Thanks for the update on "European ATC issues" will Google that just to see what that is about and how it affects my situation if at all.

Airlines are obliged to pay compensation when cancelling flights, unless there were extraordinary circumstances (i.e. matters beyond their control) that were the root cause - air traffic control restrictions will generally be categorised in this way so expect EasyJet to reject a compensation claim on those grounds, although they're undoubtedly on the hook to reimburse the out of pocket expenses, including the replacement flights.  Travel insurance won't step in for the fixed tariff compensation but may cover some or all of incurred expenses beyond those reimbursable by the airline, depending on what your policy terms are.

Charsiu

Hi all, just an update as we have received a response from EJ regarding the claim for compensation:

Claim received: 06-06-2025
Flight Number: 8092
Flight Date: 01-06-2025
Dear
Thank you for getting in touch. We’re very sorry that your flight from PMI to LGW was CANCELLATION
We always review claims fairly and in keeping with EU/UK regulation.  When a flight is cancelled, all customers are entitled to switch to a new flight for free, request a full refund, or a voucher for future travel. However, as your flight needed to be cancelled for reasons outside of our control, unfortunately, we’re unable to offer you compensation as well.
To further explain what happened on the day; air traffic control restrictions across Europe substantially regulated the air space due to adverse weather/capacity/staffing issues, which resulted in long delays to flights as aircraft waited for air space ‘slots’ to operate, sometimes for several hours. Ultimately and in the case of this flight, the delays pushed our crew into their maximum legal operating hours. There are strict industry-wide rules on the number of hours our crew are allowed to work. To protect the safety of our customers and crew, these hours cannot be exceeded. We had no option but to cancel your flight. We do take reasonable measures to avoid delays and cancellations to our flights by having replacement crews and spare aircraft available in our network. In the circumstances, these options were not possible as the cancellation of your flight was a direct result of air traffic control restrictions.

Claiming expenses
If you incurred additional expenses in PMI on the day when the flight was cancelled, delayed, or diverted. e.g you were asked to find a hotel room for the night of a cancelled flight, or onwards transport to your destination, then you may claim reasonable expenses, as set out in our expenses policy here.
Claiming through your insurance
Although, we don’t cover other costs such as, pre-booked hotel stays in your destination or pre-booked activities, your travel insurance may do. If you require a letter from us to make your claim, you can request this by completing our ‘contact us form’ and selecting ‘insurance claim’ from the dropdown menu.
You can find out more about your rights following a cancellation, delay or diversion on our delays and cancellations page here.
Thank you for your understanding and we hope to welcome you on board again soon.

My partner confirmed that on that evening, multiple EJ flights were cancelled, but pointed that RyanAir was still operating. From their statement above they have cited air traffic control restrictions, but also what is effectively staff shortage. My interpretation of the above is that there were restrictions, but EJ was unable to operate due to insufficient staff?

Should I and more importantly, is there any grounds to appeal their decision on compensation as it somewhat sounds like they're at least partially at fault?

Expenses claim still in progress with no feedback thus far.

cw8825

Charsiu said:

Hi all, just an update as we have received a response from EJ regarding the claim for compensation:

Claim received: 06-06-2025
Flight Number: 8092
Flight Date: 01-06-2025
Dear
Thank you for getting in touch. We’re very sorry that your flight from PMI to LGW was CANCELLATION
We always review claims fairly and in keeping with EU/UK regulation.  When a flight is cancelled, all customers are entitled to switch to a new flight for free, request a full refund, or a voucher for future travel. However, as your flight needed to be cancelled for reasons outside of our control, unfortunately, we’re unable to offer you compensation as well.
To further explain what happened on the day; air traffic control restrictions across Europe substantially regulated the air space due to adverse weather/capacity/staffing issues, which resulted in long delays to flights as aircraft waited for air space ‘slots’ to operate, sometimes for several hours. Ultimately and in the case of this flight, the delays pushed our crew into their maximum legal operating hours. There are strict industry-wide rules on the number of hours our crew are allowed to work. To protect the safety of our customers and crew, these hours cannot be exceeded. We had no option but to cancel your flight. We do take reasonable measures to avoid delays and cancellations to our flights by having replacement crews and spare aircraft available in our network. In the circumstances, these options were not possible as the cancellation of your flight was a direct result of air traffic control restrictions.

Claiming expenses
If you incurred additional expenses in PMI on the day when the flight was cancelled, delayed, or diverted. e.g you were asked to find a hotel room for the night of a cancelled flight, or onwards transport to your destination, then you may claim reasonable expenses, as set out in our expenses policy here.
Claiming through your insurance
Although, we don’t cover other costs such as, pre-booked hotel stays in your destination or pre-booked activities, your travel insurance may do. If you require a letter from us to make your claim, you can request this by completing our ‘contact us form’ and selecting ‘insurance claim’ from the dropdown menu.
You can find out more about your rights following a cancellation, delay or diversion on our delays and cancellations page here.
Thank you for your understanding and we hope to welcome you on board again soon.

My partner confirmed that on that evening, multiple EJ flights were cancelled, but pointed that RyanAir was still operating. From their statement above they have cited air traffic control restrictions, but also what is effectively staff shortage. My interpretation of the above is that there were restrictions, but EJ was unable to operate due to insufficient staff?

Should I and more importantly, is there any grounds to appeal their decision on compensation as it somewhat sounds like they're at least partially at fault?

Expenses claim still in progress with no feedback thus far.

Others with more knowledge will be along to add more input but those delays are not down to staff shortages. Its a legal thing. 
They cant be held liable for not having a crew on standby for the off chance that ATC cause delays to prior flights impacting the crew.

The fact Ryanair were operating is not relevant, unless you knew all the hours that those crews had completed.

They are offering to pay back reasonable expenses which is fair - If they reject your expenses then that is a different situation but compensation for the delay I agree with their decision

Westin

ATC flow restrictions (due to widespread thunderstorms across Europe that afternoon) caused the initial reason for the delay. The crew going out of operating hours was just an effect of the principle cause (ATC/Weather). No compensation due.

Reasonable expenses for ‘welfare’ such as food and overnight accommodation if not provided, should still be due and paid.

Weather over Europe that afternoon…

NoodleDoodleMan

We had an Easyjet flight from Amsterdam to Edinburgh in June 2024 cancelled very late and we were abandoned to our own devices.

After much toing and froing with their customer services we got a full refund on the airfares and luggage charges - plus reasonable expenses for meals etc.

You must keep itemised receipts for food and drinks -  alcohol is not claimable of course.

Our package tour travel provider arranged overnight accommodation and return travel, otherwise that constitutes permissible reclaimable expenses.

EJ were difficult to deal with - I have a very low opinion of them.

Charsiu

Thanks for the input all, if the reasoning all checks out then I'm fine with that - I just didn't want to immediately fold on their first rejection based on my own ignorance of the processes . I'm content with them covering the expenses incurred in getting them all back promptly.

Charsiu

Just received response on the claim for the flights:

Thank you for submitting your claim.
Our team has now reviewed your claim and can confirm that your flight from Majorca Palma (PMI) to London Gatwick (LGW) was cancelled.

Expense	Amount Claimed	Reason for non-payment	Comments
Replacement Transport To Your Destination	585.99 GBP	Not eligible	A free transfer was provided to you and did not take the flight, we will not be able to reimburse you for your alternate carrier claim.

Please resubmit your claim with the correct receipts using the web form link given below: https://www.easyjet.com/en/claim/welfare
You can read more about our delays and cancellations policy here, which will hopefully answer any questions you may have.
We apologise for any inconvenience caused due to the disruption to your flight.
Thank you for choosing easyJet and we look forward to welcoming you on board again soon.

Would the next logical step be a straight escalation to CEDR or UKCAA?

NoodleDoodleMan

Easyjet stating that you did not take an alternative flight (Ryanair ?) as offered, if that is accurate you won't have a case to reclaim their original flight charges.

Were you unable to accept the return flight ?

When we were abandoned in Amsterdam there was no alternative flight home available and we were eventually refunded the full costs including luggage.

Charsiu

To summarise, EJ cancelled the flight 30 minutes before on the Sunday evening. Alternative flight arrangements were provided on the same night for a Tuesday morning departure with EJ, this Tuesday morning flight also involved a connecting flight in Scotland with a 4~ hour layover.

My understanding is that airlines should be providing a comparable flight at the earliest opportunity regardless of airline. By the time I understood the regulations and what they should be doing and I'm entitled to, I booked the next direct flights back, which happened to be on Tuesday (Monday was a write off).

The claim is for the return flights, not the original payments to EJ.