easyJet refused to provide proof of denied boarding, now refusing compensation

adatat

Hi everyone,

My family and I recently tried to fly from Naples to Manchester. We were refused boarding, evidently because of an error with our booking - our two year old daughter was booked as an 'object' rather than having the seat that a two-year old should have (I accept there may be some things lost in translation there in stating she was an object).

We presented ourselves on time at the airport, and had proof of our booking in the form on email confirmations received at the time of booking, and the easyJet app showing the same - both of these showed a correct booking for me, my wife, and my daughter, with adjacent seats assigned to each of us reserved at the time of booking (at additional expense, obviously…).

We were told, however, that our daughter's booking was not present, that we did not have a seat for her, and that the flight was full, so we couldn't even book a seat for her there and then. We were all refused the opportunity to board - there wasn't even any consideration given to one of my wife or I flying home with our daughter leaving the other to follow on a later flight, or one flying there and then leaving myself/my wife and daughter to follow on a later flight.

We asked there and then for proof of being denied boarding. We also asked for the names of the staff present. Both requests were denied.

I believe we are therefore eligible for 261 compensation, but in trying to claim this with easyJet, they have refused. When using the automated portal, they responded that the claim was ineligible because we had not been denied boarding for commercial or operational reasons. That response expressly referred to the incident as a case of "Refusal of Carriage". 

When using their contact service to submit a complaint, they responded stating that their official records indicate that we were not denied boarding by the team, but were instead logged as a no show for the flight.

Given that we were refused the evidence that would prove otherwise, how can we proceed? I appreciate it is effectively our word against theirs at this point, but its incredibly frustrating when I know we were telling the truth (and have the mental scars of being left stranded in Naples with a two-year-old as a result) and they're lying through their teeth!

Sam_666

Did your daughter had her own boarding pass with seat allocated ?
If she did, then that is proof that you were correctly booked.
I do find it odd that either you or your wife would be denied boarding with valid b-pass and passport. Something is missing in this story.

I find it odd that you didnt use your phone to record encounter or take pictures. Even after incident you could have taken selfy pictures to prove you were at gate at said time.
Without proof, I dont see how you could make claim.

Does you insurance cover for missed flight?

Caz3121

how many seats were reserved? Is it possible that your child had been booked as an ‘infant’? Could have been an error if booking was made before turned 2 but travel was after second birthday

eskbanker

Given that we were refused the evidence that would prove otherwise, how can we proceed?

Keep pushing EasyJet until you receive their final response and then escalate to AviationADR and ultimately small claims if necessary - these will both make a determination based on the balance of probabilities, and it sounds like you have ample evidence of the existence of the valid bookings, so all you need to do now is to gather some sort of backup to support that you were at the airport in good time, in order to counter EasyJet's 'no show' version of events.

Westin

Was your daughter initially booked as a child (with seat) or as an infant?

Did you check in online in advance (this opens 30 days before the flight)? If so what boarding passes and seats did you have?

What time did you arrive at the gate?