EasyJet Refund Update
 

Hello Guys

a quick update about December weather disruption refund.
The total cost of the flight (Gatwick-Basel-Gatwick) was £217.73
On 19th January I received an e-Mail said that a "a payment of £160.98, as refund of your cancelled flight, has already been processed to the original method of payment".
The day after money was credited on the Amex account.
So, EZY refunded 74% of the fare I had paid 33 days after the cancelled flight.
I then asked for details about the refund and what was going to happen about hotel, meals, train ticket and so on.
I received a call from EZY customer centre and another e-Mail on 3rd February
"I can confirm that a payment of €180.24, as refund of your cancelled flight has already been processed to the original method of payment"
Apparently they have miscalculated the first refund.
"your refund request for hotel train and meals have been forwarded to the concerned department and once we will receive a update from them, we will get back to you."
We have to wait for the latest.
Now we are approaching two months....

Ciao
Ulxima

Had a similar problem with them a year or so back. E-mailed CEO direct and threatened him with the small claims court. Surprisingly the full amount was refunded within days. Don't take their sh!t.

Update February 19
 

Hello Guys
the above is a part (ok the most important) of a message I have received three days ago.
The situation as per today is the following:
- Received CHF 460.31 against a claim of 527.65
- Received EUR 82.19 against a claim of 283.71
- Received GBP 160.98 against a claim of 217.73 (about this one I have nothing to complain)
What it is missing today:
- Train from Basel to Zurich
- Meal in Zurich
- Breakfast in Brussels
- Meal in Amsterdam
- Part of the flight ticket Amsterdam-London
I wrote them back.
To be continued......



Well done Nick!
I wonder if it would still be effective as Mr. Andy is supposed to leave in June. :}
Well, let's say I still have some patience to wait for the full clarification about the refund made.

Ciao
Ulxima

nowt yet for me
 

I wrote them a letter Jan 4th about flights etc and haven't heard anything back, isn't there a set number of days they have to respond under the EU compensation scheme? Anyways, I sent another letter yesterday saying I'll be filing a small claims court action Feb 27th if they don't respond.

G

I'm also having problems with them - they sent me a message saying they had issued a refund for my flight and the cost of my alternative flight to the original payment method but therein lies the problem. Between booking the flight and easyjet cancelling it, I changed bank and closed the account that I had used to pay for the flight. Easyjet insists that the refund went through successfully to a card number that's no longer in use!

My old bank has confirmed that they couldn't have refunded anything to this account but easyjet don't seem to believe me! I received an email saying that they would wait for the payment to be rejected and assumed that they would contact me - two weeks later they hadn't so I used the live chat function. Got no help whatsoever - just told to send another email and was assured it would be dealt with as a priority. Almost a week later and I am no further on... :ugh:

I am not asking for anything I am not entitled to or that they haven't agreed to pay me, just for it to be paid into a bank account that exists!

Oh dear, unfortunately this is an issue that requires a lot of patience (really a lot) and this is why I always use a card that I am (pretty) sure I will not change in the next six months.
The funny thing is that even if I used two different cards they continue to pay back the refund on the one used first.
Good luck.

¡Suerte! :ok:
Ulxima

Not sure being correct but you can set 4 weeks and then act.

Did you mail a letter or rather file a complaint through their website (recommended)?

Ciao
Ulxima

The flight was booked months before I changed bank, the flight never even crossed my mind at the time!

GULP! :eek:

Something went terribly wrong then.....

Ciao
Ulxima

This has given me some hope. My flight LIS/LGW was cancelled and I managed to get out on TAP but to LHR. I had one email from Easy saying they were refunding the cost of my cxld EZY flight. The next day I heard that they would pay my train fares from LHR to LGW. The guy that emailed me said that he was not able to authorise a refund of the alternative TAP flight but was escalating the issue. I thought that would be the end of it but now I live in hope.

It must have cost them a fortune to keep their planes on the ground whilst others carried on flying. Presumably it was cost effective for them and I would love to know how so. :confused:

mail vs email
 

I mailed my letter to Easyjet the old fashioned way. I'm not a fuddy duddy, I send and receive probably a hundred emails a day and my business relies on professional email handling. But I also think for a complaint where it takes a side of A4 to make your point and ask for what you think is reasonable then a piece of paper is far better than an email. I also think for large companies emails can be easily lost or mis-filed whereas a letter generally lands on a desk and stays then until handled in one go..

G

...or remain on that desk below many other letters and forgotten until the next desk relocation or office move. :ugh:
C'mon Groundbum, is not a complaint e-mail a professional one?

Ciao
Ulxima

quite clever CRM
 

since my first letter was ignored, I resent the letter 4 weeks later and put on the top "court action starts in 7 days etc". The next day I get an email from Easyjet saying they had received the letter and were investigating. A few hours later I get another email saying get stuffed cancelled due bad weather. We go back and forth a bit and I've now filed a court claim for £1250 (5xE250). Told them this via email and they've replied saying sorry, flight was cancelled due weather according to their logs so they can't make an exception blah blah.

In fact as an ex-ITer with 20 years in data centers I was impressed all this was done through some CRM/helpdesk system where there is a tracking number etc. Also my original letter was scanned in and is attached to the CRM log as an image. All rather professional, and certainly set up to deal with a high volume of complaints!

As to court, we shall see. My case is basically every other flight that day except 2 BAs to Heathrow got off, including two charters on the same MAN/MALTA route, and that Easyjet delays and cancellatons that month were way in excess of any carriers. So the weather was there, but other carriers deal with it so the fault lies more with Easyjet and their resources etc than the weather. All I've lost is the £70 fee if I lose...

G

I was caught up in all this at Geneva for two days with my three year old daughter. The word nightmare doesn't come close to the experience.

In the end, aftyer four canx flights, we were rebooked to LGW on a flight that went, however, we had been told by the desk (after five hours of queueing) that in all likelihood, the flight wouldn't go, so I took a view & cadged a lift back to Calais & made my own way from Dover.

Easy refunded £84 out of £228, but I incurred an additional £200 odd of expenses as a direct result. Just been turned down by my insurers for that lot, so is the view that I can ask Easy for reimbursement realistic?

GROUNDBUM
Best of luck for your claim and keep up informed about the outcome.


SPROGGET
My answer is yes and all in all is worth a try.

My situation is the following
According to the last message their Customer Service sent me, I will not receive any further CHF repayment which means they will not pay me back the trip I made from Basel to Zurich.
I should instead receive the difference in EUR that is still missing, we will see.
I am also open to explanations, would they bother to provide them. If they had genuine reasons not to repay an expense I do not see the problem not to mention it.
Best of luck to you too.

Ciao,
Ulxima

solicitors ooohh
 

Easyjet solicitors have sent me a letter today saying they have been appointed to represent Easyjet at Small Claims Court and are seeking instructions on the matter from Easyjet. They've ticked the box that says they intend to contest all the claim. oooh.

Seems a bit silly as I suspect their solicitors fee's will exceed what I'm asking, and I intend to represent myself and also to have the hearing take place near me. So if they travel from London to Yorkshire etc then their costs to Easyjet will be huge. In small claims court there is no concept of one side being made to pay the other sides costs, so it's a lot fairer for the little man like myself.

G

In due course they will decide if they have frightened you off or if they do not want to go to court. They are doing this by the numbers. Thanks for the update.

Very interesting Groundbum and thanks for the update. You say that there is, "no concept of one side being made to pay the other sides costs." I was always under the impression that the side that lost paid the costs for the other side. Can you confirm that is not the case please?

In the Small Claims cases I've been involved with, I was under the impression that the defendant can choose the place for the hearing.

Good luck! I hope you win; the judge will go by the letter of the law.

Correct; a common ploy by a defendant is to get the case moved to an office of their choosing - as far away from you as they can arrange, in the hope of encouraging you to give up. Last time it happened to me I started off my response to their letter advising me of this along the lines of "I look forward to having a day out in London at your expense". Don't know if this swung it but they caved in and paid up.

Cheers
UFO