Easyjet refund - searious illness

sterymixer

Hi,

I just wanted to share my experience, in case it would be helpful for anyone.

I had 3 tickets booked - for myself, my wife and child. We were supposed to visit my family back in my home country, but shortly before our trip, my dad got very ill (combination of heart illness and cancer), so in reality only I could go to visit him and help my family, and my wife and child had to stay. Which meant, 2 flight tickets were not used.

I submitted a claim/ticket through Easyjet website - serious illness team to get a refund/voucher on the unused tickets. I included letter from my dad's doctor describing situation. I filled out part of Easyjet medical form, however left the part about patient, as the form only assumes the sick person is the one that travels, which was not the case here. I kept getting replies they can only give me tax refund. I wrote to executive.support@easyjet.com and included resolution.support@easyjet.com, John.Leighton@easyjet.com, Richard.Lawrence@easyjet.com, david.morgan@easyjet.com, garry.wilson@easyjet.com in cc.

It may have been an 'overkill' and only executive.support@easyjet.com would be enough, not sure. I got a reply from se.support@easyjet.com and they were very helpful - advised to fill out the medical form for my dad, even though parts of it did not make sense (as, again, it is supposed to be the form about passengers only). So the doctor filled out Easyjet form and I provided it - and they issued vouchers right away after that.

Woodstok2000

Thats very generous of them, nice to see a company doing the right thing for once.

marcia_

if you didn't book a flexible ticket you are not entitled to a refund

Alfrescodave

https://forums.moneysavingexpert.com/discussion/comment/82101263#Comment_82101263

Thats not a relevant (or helpful) reply to the original post

martindow

https://forums.moneysavingexpert.com/discussion/comment/82101442#Comment_82101442

I think it could be useful for others coming across this thread. It is rare that airlines will help, regardless of the circumstances. Well done for EJ being kind and human in the OP's case.

danco

Glad that Easyjet were helpful. Did you have travel insurance? I believe many policiers (but not all, one would have to be careful) do cover for illness of a person being visited.

sterymixer

https://forums.moneysavingexpert.com/discussion/comment/82101881#Comment_82101881

Nope, no insurance.

SiliconChip

I'm glad Easyjet sorted it for you, and I hope you dad is getting better, but what surprised me is that you managed to get a doctor to fill in the forms, from what I've heard many won't do it at all and most of the ones that will do it will charge for doing so.

And not having insurance is a fail on your part, although as mentioned it might not have covered this particular issue anyway.

TELLIT01

Insurance may not have covered this eventuality, but not having insurance is a guarantee that it's not covered. The OP was very lucky indeed that Easyjet were sympathetic as they have no liability or responsibility in this situation.