Easyjet flight was cancelled - now they won't respond to my emails... can you help?

[richard1974]

Hi, I'm wondering if anyone can help me.

On 5 February, my brother and I were both stranded for a night in
France when our Easyjet flight from Grenoble to London Luton was
cancelled.

I have written to Easyjet via the feedback form on their website
(there is no mailing address published on their site) on two
separate occasions since. I asked them to send me a contact name
and address where I can send the receipts for the expenses we
incurred staying an extra night in France. Claiming these
expenses is in accordance with the terms and conditions detailed
in Easyjet's Carrier Regulations and in line with EU passenger
rights.

Despite receiving automated responses acknowledging my email each
time I wrote to them, and despite them promising to get back to
me within 20 working days, I have heard nothing back.

I am at my wits' end. Can you help?

Many thanks in advance,

Richard.

--

PS Further information:

- The EU passenger rights document is here:
http://europa.eu.int/comm/transport/..._poster_en.pdf

- Easyjet's own rules on delays & cancellations in its "carrier's
regulations" is here:
http://www.easyjet.com/en/book/regulations.html#delays

- Easyjet's (hard to find) feedback form is here:
http://easyjet.custhelp.com/cgi-bin/...p_sid=hDNsJy_h

[comanche]

A lot of companies use email contact forms as a means of deflecting complaints. Until quite recently people were a little sceptical that email always worked so companies could deny receipt with some credibility. That excuse really doesn't work anymore. Your complaint has been received and ignored because to deal with it will cost the company money.

I think you should resort to old technology and write them a letter setting out the facts, your costs and demanding reimbursement under threat of a county court claim. Send it recorded delivery to the registered office of the company with a clear deadline for response. If they fail to do with and you believe that you have a stronbg argument, then sue them.

[Bookworm]

"3. A refund of the fare paid for the journey not made and for the journey already made where the flight no longer serves the purpose of the original travel plan. This refund can be claimed by visiting our website (www.easyJet.com) and completing the online cancelled flight form in the contact us section."

It might sound a daft question, but I assume that you did send your e-mail there, not just feedback services? I know it shouldn't make a difference, but it often does.

What were the circumstances of the cancellation? How long a delay? Can you give more background info, please?

[Loula]

Does this help?????????????????????

easyJet Airline Company Limited

easyLand

London Luton Airport

Bedfordshire

LU2 9LS

UK

Customer Services: 0871 244 2366 (calls cost 10p per minute; calls from mobiles and other networks may cost more)

Call Customer Services to:

Correct minor spelling mistakes in passenger names or incorrect titles
Confirm the details of your booking or to check if your booking has gone through
Make baggage enquiries, including lost or damaged
***Claim refunds, credit files or make transfers from disrupted or cancelled flights ***
Claim under our price promise policy
Claim under our 24 hour booking cancellation policy
Discuss any other issues not covered above

At least you will have a person to speak to and get the name of!!!!

Any problems ask to speak to Stelios!

LOULA

[Overdrawn]

Hi, I am trying to find you a direct (landline) number for someone who may be able to help but in the meantime you can send your letter to Andy Harrison, he's the CEO. Write to him at the Easyland address given in the post above.

[zubo]

Do not forget a few facts from the EU Regulations. Airlines have simply taken some of the cheapest parts from the legislation - eg 2 free phone calls, £3 food voucher and incorporated it in their docs to deceive you into thinking that this is all you are entitled to.

However for cancellations they are obliged to offer you a choice of alternative transport which meets your needs, where your travel arrangements have been so badly disrupted that resumed travel is delayed overnight then you are also entitled to claim all accomodation and meal costs. Finally you are ALSO entitled to compensation which starts ay e250 and is on a scale depending on distance to your destination.

Go re-read the full legislation and detail your claim again.

Oh, I saved the best bit until the end - the airline must make payment to you within 7 days.

zubo

[zubo]

look at what easyjet say

http://www.easyjet.com/EN/News/20050216_01.html

[zubo]

The EU pages you want are here:

http://ec.europa.eu/transport/air/ru...slation_en.htm

[KerryB]

Hi Richard,

I'm having the same problem claiming from EasyJet, my 6.50pm flight from Stansted was cancelled at the last minute and we were re-routed to Gatwick by taxi to stay in a hotel till the next available flight at 4.40am the next morning (yawn). Just wondered if you have had any luck in getting compensation. I have emailed a customer services person a few weeks ago, still have not had a reply. If you have managed to sort it out please can you let me know what you did in the end.

Thanks
Kerry

[The Phantom]

Hi

I have got the same problem (for details please read post 'EasyJet EU carrier yes or no' and 'taking easyJet to Court' in this forum)
I have written them a letter holding them responsible for my expenses and compensation payments on July 23rd recorded delivery. Letter received by them 25th of July according to Royal Mail. So far no response
I spoke to a solicitor after that who advised me about the EU passenger rights and the amount of compensation we are entitled to (we were travelling as a family of four persons all paying full price). I wrote them another letter 07/08 stating exactly how much I am claiming from them (just over £700.- in total) asking them to pay within 28 days of my letter.
If no reply by 06.09 I will send them a LBA and take the matter to my local small claims courts
I spoke to the CAA and they basically also said I can complain to them but all they can do is remind EasyJet of their obligations but cannot enforce them physically (a watchdog with no teeth) so if I wanted money out of them I would need to go to Court anyway

[The Phantom]

P.S.
Spoke to the CAA and they say it takes EasyJet on average eight weeks to acknowledge or reply to a customers letter

[Brick Driver]

No one in these easyjet threads have stated why their flight was cancelled. IF your flight was cancelled due to an event OUTSIDE of easyjet's control they DO NOT have to compensate.

So if your flight was cancelled due to adverse weather, air traffic control problems, security reasons, airport operations or any other reason which easyjet does not have control over they do not have to provide any compensation.

Hope this helps.

[The Phantom]

I think most of the time EasyJet does not provide a reason even if asked
In our case we were told it was due to operational reasons, I doubt that will qualify for exceptional as outlined in the law.
But I would be only too happy to let a judge decide on this ! (And it most likely will come to this)

[Radar]

I am really glad it's not just me - my flight was cancelled with 3 days notice on July 5th, I have been trying to get a refund plus compensation since then. EasyJet have not even refunded the cost of the original flight, which I find unbelievable. They assured me they would also refund the extra costs incurred by me having to arrange a new flight at such short notice (as the company admitted they could not do this themselves). I've written to them 3 times, emailed them 3 times and tried countless times to speak to them - fruitless. Not one response.

Last week I wrote to the Air Transport Users Council, who can take up cases for individuals 6 weeks after flight dates, but cannot guarantee anything. I've also emailed the Guardian's consumer editor for good measure as bad publicity is a good way of getting organisations to do something.

I was fairly relieved to read on these forums about this EU regulation, which I think EasyJet were definitely in breach of with my case. I await a response from the ATUC eagerly, as I know feel I have some ammunition to use against EasyJet. Thanks!

[StudentInDebt]

Relevent bit of the regulation

1. In case of cancellation of a flight, the passengers
concerned shall:
(a) be offered assistance by the operating air carrier in accordance
with Article 8; and
(b) be offered assistance by the operating air carrier in accordance
with Article 9(1)(a) and 9(2), as well as, in event of rerouting
when the reasonably expected time of departure of
the new flight is at least the day after the departure as it
was planned for the cancelled flight, the assistance specified
in Article 9(1)(b) and 9(1)(c); and
(c) have the right to compensation by the operating air carrier
in accordance with Article 7, unless:
...
(iii) they are informed of the cancellation less than seven
days before the scheduled time of departure and are
offered re-routing, allowing them to depart no more
than one hour before the scheduled time of departure
and to reach their final destination less than two hours
after the scheduled time of arrival.

Compensation Due under the regulation

Article 7
Right to compensation
1. Where reference is made to this Article, passengers shall
receive compensation amounting to:
(a) EUR 250 for all flights of 1 500 kilometres or less;
(b) EUR 400 for all intra-Community flights of more than
1 500 kilometres, and for all other flights between 1 500
and 3 500 kilometres;
(c) EUR 600 for all flights not falling under (a) or (b).
In determining the distance, the basis shall be the last destination
at which the denial of boarding or cancellation will delay
the passenger's arrival after the scheduled time.
2. When passengers are offered re-routing to their final
destination on an alternative flight pursuant to Article 8, the
arrival time of which does not exceed the scheduled arrival
time of the flight originally booked
(a) by two hours, in respect of all flights of 1 500 kilometres
or less; or
(b) by three hours, in respect of all intra-Community flights of
more than 1 500 kilometres and for all other flights
between 1 500 and 3 500 kilometres; or
(c) by four hours, in respect of all flights not falling under (a)
or (b),
the operating air carrier may reduce the compensation
provided for in paragraph 1 by 50 %.
3. The compensation referred to in paragraph 1 shall be
paid in cash, by electronic bank transfer, bank orders or bank
cheques or, with the signed agreement of the passenger, in
travel vouchers and/or other services.
4. The distances given in paragraphs 1 and 2 shall be
measured by the great circle route method.

Article 8
Right to reimbursement or re-routing
1. Where reference is made to this Article, passengers shall
be offered the choice between:
(a) — reimbursement within seven days, by the means
provided for in Article 7(3), of the full cost of the ticket
at the price at which it was bought, for the part or
parts of the journey not made, and for the part or parts
already made if the flight is no longer serving any
purpose in relation to the passenger's original travel
plan, together with, when relevant,
— a return flight to the first point of departure, at the
earliest opportunity;
(b) re-routing, under comparable transport conditions, to their
final destination at the earliest opportunity; or
(c) re-routing, under comparable transport conditions, to their
final destination at a later date at the passenger's convenience,
subject to availability of seats.
2. Paragraph 1(a) shall also apply to passengers whose
flights form part of a package, except for the right to reimbursement
where such right arises under Directive 90/314/EEC.
3. When, in the case where a town, city or region is served
by several airports, an operating air carrier offers a passenger a
flight to an airport alternative to that for which the booking
was made, the operating air carrier shall bear the cost of transferring
the passenger from that alternative airport either to that
for which the booking was made, or to another close-by destination
agreed with the passenger.

In the case of a flight cancelled 3 days in advance, the exceptional circumstances as defined in the regulation would probably not apply.

[KerryB]

Hi,

Just received a reply from EasyJet after 2 months of hassling them. I know I haven't got the money yet but it's a start. Just so you know there is light at the end of the tunnel, so don't give up. I sent recorded delivery letter on Friday and sent loads of emails. I'm still in a state of shock need to go for a large glass of wine to celebrate!.............Ke rry

Copy of letter from easyJet
Thank you for your emails.

Firstly, I would like to apologise for the delay in replying. This was due to my extended absence from work following an injury. I realise I have promised my immediate attention when we spoke on 24 July and I am truly sorry that I was unable to honour that or acknowledge your emails whilst away from the office.

I am writing to confirm that I have now authorised a refund of the expenses you incurred as a result of the cancellation of your flight form Stansted to Barcelona on 23 July, as follows: £185.00 for hotel accommodation, £116 for the taxi transfer from Stansted to Gatwick and £46.25 for refreshments. Further to this, as your flight was cancelled for operational reasons and we failed to provide at least 14 days advance notice, you are entitled to compensation under the EU Regulation 261/2004. The length of the cancelled flight is 1185 km and this qualifies for a compensation payment of 250 EUR per passenger. I have therefore authorised a further payment of 2 x £169.50, applying the current exchange rate published on xe.com. A total credit of £686.25 will reach the VISA card used for payment of the flights within the next 5-7 working days.

I would like to apologise once again for the inconvenience caused by this issue. I realise that you have had a negative experience on this occasion and I do hope that this will not deter your from choosing easyJet in the future.

Thank you for contacting us Mrs Barns. If you need any further help, please contact us again either by calling 0871 244 2366 (calls cost 10p per minute; calls from mobile and other networks may cost more) or sending us an email via the contact us section on easyJet.com. We look forward to welcoming you on board in the future.