EasyJet refuses to honour a promised £472 refund | easyJet
The day before my easyJet flight to Budapest last July, an air traffic control failure in the UK caused significant disruption at Gatwick.
When I arrived at check-in at the airport, easyJet staff refused to issue me a boarding pass because they had to change it to a smaller plane, with fewer seats. This prevented 35 passengers from boarding.
I was advised to book another flight and claim the cost of the new ticket via the easyJet website. The next available flight was with British Airways and cost me £472. EasyJet has since refused to reimburse me.
Customer service staff first denied that the plane had been downgraded, then said my application was rejected because I booked the original easyJet flight through a third party and then I said I was away.
BI London
Air traffic control chaos has disrupted hundreds of flights and easyJet’s stubbornness is inexcusable.
Your online chats with his agents make absurd reading. One of them told you that the rejection was because “the email address on the reservation does not match the email address on the reservation.” They then confirmed that you had been denied boarding before claiming that you had not been denied boarding for commercial or operational reasons and therefore had no right to a refund.
It seems the real problem was that because you weren’t allowed to check in and therefore couldn’t make it to the gate, the system marked you as a no-show.
EasyJet’s system was too rigid and its staff too indifferent to get around this situation. The airline changed its position and promised you the money when I intervened, four months after you filed your claim, but did not take the time to answer my questions.
The refund took another month to arrive because the company suddenly insisted that you provide proof that you had paid for the ticket you had booked through a travel agency.
In the future, I suggest you check in online so you have a better chance of boarding the next time something goes wrong.
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