EasyJet - Cancelled flight, know your rights and STICK to them

[Grumpy Git]

EasyJet cancelled a flight on me today which was due to take-off in 17 days time.

Their website doesn't give the possibility to re-route with an alternative carrier on the same date/times, but under UK law, they must re-route you if you insist (and there is an alternative) no matter how many days before the departure date the cancel.

First call to their call centre took about 30 minutes, and I got nowhere, (told me to re-book myself then make a re-claim the extra cost (>£150) on the EasyJet website, this is not true).

Called again and with about the same wait time I got the same response, but was able to quote verbatim the UK law from the Martin Lewis 'Money saving Expert' website and stuck to my guns whilst trying to remain calm! After being put on hold several times (with no 'musak', just silence for >10-15 minutes), the call handler eventually came back on the line and confirmed they had made the re-routing I had requested (with Lufthansa) - I then got an email ping to confirm this.

Moral - stick to your guns. Despite what they quote you initially (i.e. their T&C's do not allow for re-routing with another carrier)

 

[gabrielhj07]

Good to hear. easyJet are cancelling many flights at the moment so are probably inundated with similar requests.

Was it not possible to change your flight to another easyJet one, including airports at both ends, as is permitted?

In this situation easyJet could have either:

1. Reimbursed you for the cost of the cancelled flight; or
2. Re-routed you to your final destination either at the time of your flight or at a later time/date.

easyJet do not appear to have a formal policy forbidding the provision of re-routes on different airlines, this is likely a strong preference held by the airline.

 

[Grumpy Git]

EasyJet do not fly to the destination 7/7, so no, they could not offer any alternative. Their website for rebooking does not allow or mention re-routing via another carrier, (I wonder why, not)!

They just kept stating their T’s & C’s, which do not align with UK law.

 

[Grumpy Git]

Also note if they cancel within 14 days you may also get EU compensation of £220 plus the re-routing free of charge, (depending upon new take-off and landing times).

If they cancel with 7 days you are 100% entitled to the EU £220 compensation plus the re-routing free of charge.

This also happened to me last year with Ryanair and I wasn’t aware of my rights then. I opted for a refund (about £100), and paid for the alternative flight out of my own pocket at nearly £300. I may look at claiming retrospectively from Ryanair for my loss when I’ve got a spare day or two to have the argument with them!

 

[roversfan2001]

I'm currently having the exact same issue with them. The person on their live chat insisted that my flight wasn't cancelled, it was just rescheduled (to a different date, time and flight number) I'll be giving them another ring today, the person on the phone last night was equally as useless but if I don't back down they have to cave in eventually.

 

[Mag_seven]

The person on their live chat insisted that my flight wasn't cancelled, it was just rescheduled (to a different date, time and flight number)

If it walks like a cancellation, if it quacks like a cancellation, then it's a .... (you know the rest!)

 

[ainsworth74]

If it walks like a cancellation, if it quacks like a cancellation, then it's a .... (you know the rest!)

A duck?

 

[joncombe]

If it walks like a cancellation, if it quacks like a cancellation, then it's a .... (you know the rest!)

Yes I've had experience of that. I was told last year a flight had been rescheduled even though it was departing a day later, with a different flight number, from a different airport (Gatwick instead of Luton) at a different time. After going round in circles I raised a chargeback, which easyJet disputed, but the card company agreed with me and upheld the refund.

 

[Grumpy Git]

Yes I've had experience of that. I was told last year a flight had been rescheduled even though it was departing a day later, with a different flight number, from a different airport (Gatwick instead of Luton) at a different time. After going round in circles I raised a chargeback, which easyJet disputed, but the card company agreed with me and upheld the refund.

And as above, if within 14 days of departure claim your £220 EU261 which is purely for the inconvenience factor and is over and above any other expenses occurred which you may claim.