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  • FIRST POST
    • whatda123
    • By whatda123 16th Sep 19, 12:11 PM
    • 7Posts
    • 0Thanks
    whatda123
    0 WOW
    Lastminute.com - Easyjet flight delay
    • #1
    • 16th Sep 19, 12:11 PM
    0 WOW
    Lastminute.com - Easyjet flight delay 16th Sep 19 at 12:11 PM
    We've just returned from our summer holiday in Crete, which we've booked as a package holiday via Lastminute.com.

    Our return flight was scheduled to fly out at 22.50 by Easyjet, however the flight was canceled at the last minute due to the plane having a technical issue.

    We had to find an overnight accommodation and were told to check our email to get updates on a replacement flight.

    We did not receive any emails from Easyjet or Lastminute and were only kept up to date via the Easyjet app.

    Our replacement flight was scheduled for 16.50, but before we even left for the airport, the flight got delayed until 21.00.

    We waited at the airport, only to be told the flight would not leave until 23.15 and it would fly via Berlin, which meant we only landed back at Gatwick at 3am.

    To conclude, we have suffered one cancelation, one long delay and a host of expenses for accommodation, taxis and food.

    We put a claim forward with Easyjet, but were told we don't have a claim, as our booking was done via Lastminute.

    We contacted lastminute over the phone, explained that we would like to claim a compensation and we were put on hold for about 10 mins. The lady then came back and said we'll have to wait up to 28 days for a reply.

    The thing is, she never wanted to hear the details of the cancelations, delays or our expenses and it all seams like we're going to end up out of pocket.

    Any advice would be appreciated

    Thank you
Page 1
    • Westin
    • By Westin 16th Sep 19, 2:17 PM
    • 2,074 Posts
    • 1,521 Thanks
    Westin
    • #2
    • 16th Sep 19, 2:17 PM
    • #2
    • 16th Sep 19, 2:17 PM
    Your claim would be against EasyJet not Lastminute.com

    Look on the EasyJet website for details of how to submit claims. One for ‘Duty of Care’ to cover your out of pocket expenses like the hotel and meals, to other for financial compensation under EU261.
    • whatda123
    • By whatda123 16th Sep 19, 2:28 PM
    • 7 Posts
    • 0 Thanks
    whatda123
    • #3
    • 16th Sep 19, 2:28 PM
    • #3
    • 16th Sep 19, 2:28 PM
    Hi Westin

    Thank you for your reply.

    That's exactly what we've thought, however Easyjet thinks otherwise.

    We filled their online compensation forms, submitted them, only for easyjet to come back to us saying the following:

    Thanks for submitting your claim.

    We’ve taken a look at your claim request but have unfortunately been unable to process it as you don’t meet the criteria required under EC261/2004 regulation.

    To qualify for consideration:
    • The person who made the booking is able to make a claim for themselves and claim for all other passengers on their booking
    • A passenger is entitled to make a singular claim for themselves only, but no other passengers (even if they didn’t make the booking)
    • Where a booking has been made with a Travel Agent, we will allow the Travel Agency to claim on behalf of the customer
    • We cannot accept claims from a third party

    If you are the parent or guardian of a child and claiming compensation on their behalf, please contact “Customer Services”

    If you have any further questions, please read our “Who is entitled to compensation” section of the website, which will hopefully clear up any queries you may have.

    We’re sorry for the disruption to your flight and hope to welcome you on board again soon.
    • Westin
    • By Westin 16th Sep 19, 6:38 PM
    • 2,074 Posts
    • 1,521 Thanks
    Westin
    • #4
    • 16th Sep 19, 6:38 PM
    • #4
    • 16th Sep 19, 6:38 PM
    I would be inclined to challenge them and say you wish to make the claim yourself which is your right under EU261/2004

    Lastminute won’t wish to get involved. There is nothing in it for them.
    • Caz3121
    • By Caz3121 16th Sep 19, 6:42 PM
    • 12,395 Posts
    • 8,075 Thanks
    Caz3121
    • #5
    • 16th Sep 19, 6:42 PM
    • #5
    • 16th Sep 19, 6:42 PM
    • Where a booking has been made with a Travel Agent, we will allow the Travel Agency to claim on behalf of the customer
    Originally posted by whatda123
    allowing a Travel Agent to claim on behalf of customer is different in my view to stating that claims must / should be submitted by the Travel Agent

    wouldn't be surprised if someone has answered incorrectly
    • Alan Bowen
    • By Alan Bowen 16th Sep 19, 6:55 PM
    • 3,359 Posts
    • 1,702 Thanks
    Alan Bowen
    • #6
    • 16th Sep 19, 6:55 PM
    • #6
    • 16th Sep 19, 6:55 PM
    Entirely agree, the claim is against the operating carrier which is clearly Easyjet. Even the reply is nonsense, the first two lines of qualifications appear to contradict each other, someone has pressed too many buttons on the standard reply letter
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