Easy Jet deny compensation

chris00123

I recently had a flight back from malaga to bristol , on arrival at the airport the ap said I could get a voucher for food as the flight was delayed by 12 hours , into the next day . No actual notification of delay or option to communicate .
I quickly managed to book a jet2 flight that left 20 minutes earlier and made it home. Im out of pocket for the flight  but at least I got home in time for work the next day . 
Easy jet are saying im not due compensation as I didnt use the delayed flight ! is this correct or are they trying it on ? There was no channel of communication for me to talk to easy jet and arrange alternatives or cancel my place on the delayed flight . Thoughts ?

Exodi

This is a common and understandable response from the airport. If you didn't notify them you'd made alternative arrangements, presumably that flight they had you booked on flew out with an empty seat with your name on it?

Were there no EasyJet staff at the airport? Could you not have contact them through the app/whatsapp/phone/etc?

chris00123

Thought so , and they didnt make any two way communication easy . Lesson learned 

Exodi

chris00123 said:

Thought so , and they didnt make any two way communication easy . Lesson learned 

I appreciate it's certainly gotten harder to get through to people, however in general I'd never just unilaterally start booking things that I expect someone else to pay for.

chris00123

It was a case of take that flight or spend the next 15 hours hanging around the airport  hoping the new flight didnt get cancelled , and then getting an extra charge for my car parking and missing a day off work ... 

Westin

chris00123 said:

I recently had a flight back from malaga to bristol , on arrival at the airport the ap said I could get a voucher for food as the flight was delayed by 12 hours , into the next day . No actual notification of delay or option to communicate .
I quickly managed to book a jet2 flight that left 20 minutes earlier and made it home. Im out of pocket for the flight  but at least I got home in time for work the next day . 
Easy jet are saying im not due compensation as I didnt use the delayed flight ! is this correct or are they trying it on ? There was no channel of communication for me to talk to easy jet and arrange alternatives or cancel my place on the delayed flight . Thoughts ?

Malaga is an EasyJet base. They also have multiple flight departures from AGP each day.

A possible channel of communication would be talking to an EasyJet staffer at the airport.

Exodi

chris00123 said:

It was a case of take that flight or spend the next 15 hours hanging around the airport  hoping the new flight didnt get cancelled , and then getting an extra charge for my car parking and missing a day off work ... 

Please don't misunderstand what I'm saying - I don't disagree with your motivations to reschedule the flight.

I disagree that it was impossible to inform EasyJet of your intentions.

As I said, because of that, inevitably the flight you were expected to be on flew out with an empty seat. You can surely see why EasyJet will feel they should not reimburse you for the flight you arranged without telling them.

mdann52

You are not due compensation, you may be due a refund for the EZY flight or reimbursement for the alternative flights booking.

Have you asked easyJet if you're eligible for either of those?

MeteredOut

mdann52 said:

You are not due compensation, you may be due a refund for the EZY flight or reimbursement for the alternative flights booking.

Have you asked easyJet if you're eligible for either of those?

OP was a no-show for their flight. What refund or reimbursement do you think might be due?

eskbanker

MeteredOut said:

mdann52 said:

You are not due compensation, you may be due a refund for the EZY flight or reimbursement for the alternative flights booking.

Have you asked easyJet if you're eligible for either of those?

OP was a no-show for their flight. What refund or reimbursement do you think might be due?

In the context of a 12 hour delay, EasyJet was obliged to offer OP a choice between a refund or rerouting, but apparently failed to do so, and OP is adamant that there was no opportunity to discuss the matter with the airline, so if that can be demonstrated (e.g. by app screenshots, phone logs showing unanswered calls, photos of unmanned gates/desks, etc) then they'd have some sort of case for claiming.

The rerouting option must be at the earliest opportunity, so if there was a flight available on another airline, close to the original departure time, rather than waiting for another 12 hours, then it can be argued that only this would really constitute 'at the earliest opportunity' - obviously it's better to sort that out at the time rather than trying to claim retrospectively, but the latter can sometimes be possible if determined and persuasive enough....

MeteredOut

eskbanker said:

MeteredOut said:

mdann52 said:

You are not due compensation, you may be due a refund for the EZY flight or reimbursement for the alternative flights booking.

Have you asked easyJet if you're eligible for either of those?

OP was a no-show for their flight. What refund or reimbursement do you think might be due?

In the context of a 12 hour delay, EasyJet was obliged to offer OP a choice between a refund or rerouting, but apparently failed to do so, and OP is adamant that there was no opportunity to discuss the matter with the airline, so if that can be demonstrated (e.g. by app screenshots, phone logs showing unanswered calls, photos of unmanned gates/desks, etc) then they'd have some sort of case for claiming.

The rerouting option must be at the earliest opportunity, so if there was a flight available on another airline, close to the original departure time, rather than waiting for another 12 hours, then it can be argued that only this would really constitute 'at the earliest opportunity' - obviously it's better to sort that out at the time rather than trying to claim retrospectively, but the latter can sometimes be possible if determined and persuasive enough....

"you may be due a refund for the EZY flight or reimbursement for the alternative flights booking."

is what i responded to. Do you believe a reimbursement or refund may be due for that? I'd suggest rebooking without engaging with EZY has removed those options. There's no indication from the OP that they made any concerted effort to do so.

I agree that EZY did not fulfil their obligations with regards to the 12 hour delay.