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please help me about my flight compensation predicament

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Dear everyone

I am in a predicament and really need advice.

I booked an easyjet ticket for my whole family for October 1.  

I later PHONED easyjet to change the tickets for 2 january.

Easyjet told me it would cost £200 for the change of date.

In the phone call I entered my credit card details into the automatic system and then the customer service agent CONFIRMED that the change had gone through.


A few days before the flight for 2 jan I phoned easyjet again, and they denied that I had made a date change.

I had to prove through call recordings that I was correct and easyjet agreed.    

BUT because the date now was 28 dec they told me that the flight for 2 jan was full!

I asked for the 600 euro compensation for cancelled/denied flight.  

Easy jet agreed that theoretically I am entitled to the cancelled/denied flight compensation,  but then turned round and said that £200 card payment had not been charged to my card and therefore the booking was NOT considered a CONFIRMED booking.  

(p.s. I had never checked my statements beforehand, and it turned out that It was not charged.).


Furthermore I had never received any correspondence from easyjet that my payment had not gone through. 

Therefore easyjet claimed that in their t&c’s  only a confirmed purchased booking is eligible for 600 euro compensation and since the payment had not gone through this was a non-confirmed purchased booking.        


My feeling is that since I did everything that I should have done,  

Plus they told me initially on the phone that my change to the jan 2 flight was confirmed,

 that I should be eligible for compensation.

Please let me know your views on the matter and it would be extremely helpful


if anyone could provide me a link to show to easyjet to help me in my case

Thank you so much

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On the basis of what you say, you have excellent rights here and there is no reason why a claim should not succeed. Furthermore, depending on your losses and how this affected you, you may be entitled to more than £600 compensation – but we will have to look at this. I get the impression what you have said that £600 is the easyJet standard compensation. If so, then it may not be binding on you in the circumstances.

I gather that you have done everything here on the telephone. Did you have anything in writing from them such as an email saying that they had received your request for a date change – even if it wasn't confirmed?

I understand that they have access call recordings and they have confirmed that you are tempted to change the date. However you don't have copies of those call recordings and you haven't recorded your ankles.

We don't know how honest or straight dealing easyJet is and so the best thing to do is to start gathering your own evidence because otherwise it will be your word against theirs.

I would suggest that you read our customer services guide and implement the advice there as quickly as possible and then have one or two further conversations with them on the telephone to discuss the matter and hopefully bring out the same admissions – but this time you will have them recorded. This is absolutely essential and you should do it on Monday or Tuesday. I don't think you have any room for excuses here or the fact that you use an iPhone and therefore it is too difficult et cetera.

Secondly, you should send easyJet an SAR. Hopefully this will produce a complete file including evidence of the phone calls that you made – both the one where you are tempted to change the date – and also the one where they then agree that you try to change the date but that there was no confirmation.

On the question of how much you might be entitled to if you can make a successful claim, please can you tell us about the reason for this journey – how many people, total cost of tickets, what were you intending to do, have you been reimbursed anything at all, what did you do instead once you are unable to fly.


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