EasyJet reimbursement shortfall

Docsaibal

Thank you fellow moneysavers, these two stories are remarkable in the way they almost exactly mirrored our own experience. 

Like the Malaga passengers, it is entirely foreseeable that when an entire stranded plane load of passengers are scrambling to rebook at the same time some will be forced to take later flights without breaking the laws of physics, and therefore entirely disingenuous of them to assume that we were automatically entitled to only one night of accommodation regardless, at an arbitrary price of the airlines’ choosing rather than that quoted by the hotel at that time of night,, and maybe spend the rest of the time sleeping on the departure lounge floor and subsisting on fresh air. 

Yesterday I received a reply from EasyJet customer services which was either trying to be sly or displaying monumental stupidity. Despite our having written in detail what our case was, viz being forced to rebook ourselves, being abandoned and claiming only reasonable costs, they still concluded that they were ‘pleased we had received our refund’. Maybe this is part of the unwritten script to keep denying by feigning misunderstanding, but I wrote back fairly sharply leaving no room for doubt that this was the opposite of the message I had sent. 

On reflection following the last few replies, I will probably have to push the abandoned angle, the persuasion to claim a refund and cynical silence about the consequences of this, and keep persisting like a hound dog if necessary with ADR. 

Just to clarify, there was one dinner shared by two of us that we claimed for (no alcohol) and the rest were just literally snacks and drinks (it was dreadfully hot and the only way to stave off dehydration was to buy lots of soft drinks or water—there is no concept of free tap water unlike in the U.K.).

NoodleDoodleMan

Just to clarify, there was one dinner shared by two of us that we claimed for (no alcohol) and the rest were just literally snacks and drinks (it was dreadfully hot and the only way to stave off dehydration was to buy lots of soft drinks or water—there is no concept of free tap water unlike in the U.K.).

£267.53 for one dinner then snacks + drinks ?

A bit unrealistic I would suggest.

I doubt you'll get anywhere with the stranded and abandoned approach - that's how EasyJet operate when flights are cancelled.

I've been there and have the t-shirt etc.

Their customer (dis)services staff have a standard issue handbook of non commital responses to complaints - as you've just experienced

They go by the letter of the law in accordance with regulation EU/UK 261 and will play their ace of trumps circumstances outwith their control as a "get out of jail" card.

ADR will make a ruling based on the evidence that EasyJet provide in their defence - I unsuccessfully followed that route - the amount of electronic paperwork that they submitted was staggering, beyond an ordinary punter's understanding ......... well in my case at least.

I don't think there is an appeal process beyond ADR's verdict, so persistently hounding them, or EasyJet is probably pointless.

strio909

If EasyJet cancelled, you are entitled to reimbursement of reasonable expenses under EU261/UK261. They cannot just limit it to the day of disruption if you had to wait until Sunday for the next available flight. File a complaint with the UK CAA.

NoodleDoodleMan

The crux of the subsistence issue is what constitutes reasonable expenses.

The amount quoted by the OP appears over ambitious IMO.

We had a similar experience over 2 nights in July 2024 and submitted itemised receipts for approximately half of this - and EasyJet reimbursed in full.

It's a relatively long timeframe for developing the complaint process through EasyJet, then ADR before escalating to CAA.

However no harm in trying.