Easyjet-Child in Great Ormand St.refusing to refund

[caro]

Originally Posted by determined-to-win

Little boy concerned responded well to first lot of chaemotherapy, still a long long way to go though.

That's the most important thing. I am sure he is in a lot of peoples thoughts.

[gizmo111]

Thanks for all the advice re financial help have looked into all aspects, it seems unless she's actually claiming income support theres no way we can get her help with the fares, but thats another issue.

That will be benefits but social services at the hospital have a budget to help families in this sort of situation. Also may be worth checking with th cancer charities or any other charity come to that as they quite often have one off grants for this sort of situation. PALS at the hospital will be able to help and advise on that.

Anyway glad little boy is doing ok as at the end of the day that is the most important thing, I am surprised that the papers haven't responded to you, may be they are puttin all their energy into the world cup at moment and will contact you soon.

Best wishes

[BotB]

I emailed the Daily Mail, Money Mail, and The Sun from a link on an earlier post, not heard a dickybird.

I don't think you've given them enough time. Bear in mind they probably receive thousands of emails and letters and someone has to go through them and sort out which ones to deal with first.

[determined-to-win]

Just recieved a reply to my email to Andy Harrison Chief Exec





Thank you for your email to Andy Harrison, our Chief Executive Officer, which has been passed to me for a response. Please accept my apologies for the delay in responding.

I am sincerely sorry to hear the reason why your Cousin was unable to travel and I hope that her Son’s treatment is going well. Please pass on our best wishes at this difficult time.

It is with regret that being a non-refundable airline, even in the event of passengers being unable to fly owing to any change in personal circumstances including medical grounds, that we are unable to offer a refund of her unused reservation.

We do however, offer a transfer policy which is stated in the terms and conditions listed on our web site. You may transfer your flights to a later date, subject to the administrative fee of £20.00 per passenger per flight plus any difference in fare. I must advise, all changes must be completed at least 2 hours before the original flight time.

Alternatively, if this booking was made via your members link you can make your changes on line for only £15.00 per person, per flight you change plus any difference in seat price.

I can confirm that I have authorised a refund of £10.00 Air Passenger Duty Taxes for her unused flights. The payment will go back onto the card used for the original booking within 5-10 working days.

May I suggest the Mrs xxxxxx contacts her travel insurance for a refund of the rest of her unused booking. We are happy to provide a letter to support the claim upon request.

Thank you for contacting us. Please be assured that all correspondence has been noted and forwarded to Mr Harrison. If you require any further assistance, please do not hesitate to contact us again.

Yours sincerely

Julie Wilmot

[caro]

Unbelievable! I know they have to have policies, but you would think they could bend a bit. If the national press aren't interested, how about local press? Sometimes the nationals pick up from them anyway.

[Movingon]

Mahala and I discussed this before. The nationals must get thousands of emails per day (literally) as someone above mentioned. Have you thought about ringing the press offices of a few? Mail, Express, Grellytaph... papers with credibility. Failing those, you could try the Sun and the Mirror... but while these guys have MASSIVE readership they don't really have an awful lot in the way of credibility.

[NFMac]

What nonsense you all write...

Easyjet is a business, not a charity. They have no obligation whatsoever to offer a refund and other posters are correct in saying that the family should have had insurance from the moment they booked either their flights or accommodation. Easyjet's website and telephone sales team will even have offered it.

We all know full well that low-cost carriers such as these have changed the way the airline industry works and generally that's meant reduced costs for all of us. We also know that they offer very little in the way of refunds or flexibility but we don't moan when we get cheap prices because of it.

And...so what if they resold the seats? I'm sure they work on a yield percentage and budget to sell 110% of all plane-seats.

Finally...when you say that if you were a 'phone monkey' that you would immediately flag it up to whomever and ensure they got a refund; what you probably would do is think that you've heard it ten times before and that the family should have got insurance.

[Rich44]

What a miserable and uncharitable person you are, yes she should have had insurance but thats in the past and im sure we've all been there with what ifs and buts, with you writing that you are not helping.

Easyjet are not a charity you're right of course but this wasnt just a case of someone cancelling for the hell of it their child is seriously ill and it wouldnt have hurt them to have made an exception to their ridiculously rigid rule and they could have even then reaped much positive publicity from it which would have been worth several times the value of the refund.

this website is here to help people not to criticise them or to tell them they were wrong for not buying insurance etc perhaps in future if you have nothing sensible to add to a topic you could refrain from posting

Oh and you wouldnt happen to be an employee would you who has just joined to make their first post on this thread insulting the various posters and the original poster to boot?

[NFMac]

How does it 'help' the original person by continually saying 'yes, you're right, keep complaining' when it's cleart that there's no contractual responsibility on the part of Easyjet and they have already made it clear that they're not going to look at this is a sympathetic manner???

The clear fact is that the family didn't have insurance and, tragically, are now not able to travel. That is not Easyjet's reponsibility.

And...apologies if you felt that I was insulting to the original poster. I honestly do think that the majority of posters have written nonsense but that's certainly not intended as an insult to the person whose family are affected.

And no, not an employee. I've only just come across this site.

[Black Rat]

Wouldnt the unfair terms in consumer contracts have applied to this situation?

Unfair Terms in Consumer Contracts Regulations 1999 Section 5 (1), states, a contractual term which has not been individually negotiated shall be regarded as unfair if, contrary to the requirement of good faith, it causes a significant imbalance in the parties rights and obligations arising under the contract, to the detriment of the consumer.

[JonCris]

If the flight left full the refusal to refund amounts to a sum way above their liquidated losses & as such amounts to a penalty which is as we all know is unlawful.

Yeah I also think there are airline employees trolling amongst us.

As they have refused send an LBA giving them another chance to refund whithin 14 days & if they still refuse start a CC claim against them.

Unlike some we'll give you hand.

There just gonna love the publicity

[StudentInDebt]

If the flight left full the refusal to refund amounts to a sum way above their liquidated losses & as such amounts to a penalty which is as we all know is unlawful.

How is not travelling a breach of contract?

There is no obligation to refund unless the contract allows for it. In the case of Easyjet they do not issue refunds of the ticket price for passenger cancellations.

[Rich44]

Thats not the point we are talking about goodwill gesture here the poor woman had some terrible news and under the circumstances i would like to think that people could show a little charity and consideration and perhaps god knows even a little COMPASSION, if I was answering the phone I know I would be trying to help as much as I could and no im not just saying that I like to consider myself a decent human being

[rosiecotton]

This particular case wouldn't be covered by any statutory legislation such as the Supply of Goods and Services Act as there has been no breach by the airline, it also wouldn't be an unfair term unless (for example) the terms stated that the airline could cancel without penalty at any time but the consumer couldn't.

However, there is still a contract here between your cousin and the airline, therefore contract law (common law) would apply. As others have said, if the airline managed to resell those seats and the flight left full, then the airline have mitigated their losses and therefore are obligated to refund your cousin any money they have obtained by reselling her seats.

Otherwise, they've sold the seats twice and made extra money at your cousin's expense, and no court in the land would approve of this.

The diffiiculty is proving whether these seats were re-sold, I'm not sure how to go about finding this out.

I hope that all is OK with the little boy.

[JonCris]

Originally Posted by rosiecotton

This particular case wouldn't be covered by any statutory legislation such as the Supply of Goods and Services Act as there has been no breach by the airline, it also wouldn't be an unfair term unless (for example) the terms stated that the airline could cancel without penalty at any time but the consumer couldn't.

However, there is still a contract here between your cousin and the airline, therefore contract law (common law) would apply. As others have said, if the airline managed to resell those seats and the flight left full, then the airline have mitigated their losses and therefore are obligated to refund your cousin any money they have obtained by reselling her seats.

Otherwise, they've sold the seats twice and made extra money at your cousin's expense, and no court in the land would approve of this.

The diffiiculty is proving whether these seats were re-sold, I'm not sure how to go about finding this out.

I hope that all is OK with the little boy.

The airline has to notify the airport authority how many souls are aboard as each passenger carried attracts an airport handling tax

[pav.tokarski]

Contact BBC Watch dog, they tend to get results especially if televised