EasyJet's refusal to refund £472 sparks outrage among stranded passengers.
A UK air traffic control outage at Gatwick in July last year left hundreds of flights grounded, including an easyJet flight to Budapest that was diverted due to a substituted aircraft with fewer seats. Despite being unable to board the original flight, 35 passengers were told by airline staff they would need to book another flight and claim back the cost via the website.
However, when it came to claiming their refund, things took a turn for the worse. EasyJet initially denied downgrading the plane, then claimed that since the passenger had booked through a third party, the company was not liable for the full amount. But then, in a nonsensical twist, they said the customer hadn't shown up at all.
The airline's attitude towards its customers has been described as "obdurate" and "indifferent". When an inquiry was made to staff via webchats, one response claimed that the rejection of the refund request was due to an email address mismatch on the booking. Another staff member later confirmed the customer had been denied boarding but said this was not a commercial or operational issue, meaning they had no right to a refund.
In reality, it seems the airline's system marked the passenger as a "no-show" since they weren't allowed to check in and couldn't reach the gate. Despite being contacted by this journalist four months after the claim was lodged, easyJet eventually agreed to pay back £472. However, the process was further complicated when the company demanded proof of payment that had been made through a travel agent.
The outcome has left many passengers wondering how they can avoid similar stress in the future. One suggestion is to check in online first, so you have a better chance of getting on your flight if there are any last-minute changes.
A UK air traffic control outage at Gatwick in July last year left hundreds of flights grounded, including an easyJet flight to Budapest that was diverted due to a substituted aircraft with fewer seats. Despite being unable to board the original flight, 35 passengers were told by airline staff they would need to book another flight and claim back the cost via the website.
However, when it came to claiming their refund, things took a turn for the worse. EasyJet initially denied downgrading the plane, then claimed that since the passenger had booked through a third party, the company was not liable for the full amount. But then, in a nonsensical twist, they said the customer hadn't shown up at all.
The airline's attitude towards its customers has been described as "obdurate" and "indifferent". When an inquiry was made to staff via webchats, one response claimed that the rejection of the refund request was due to an email address mismatch on the booking. Another staff member later confirmed the customer had been denied boarding but said this was not a commercial or operational issue, meaning they had no right to a refund.
In reality, it seems the airline's system marked the passenger as a "no-show" since they weren't allowed to check in and couldn't reach the gate. Despite being contacted by this journalist four months after the claim was lodged, easyJet eventually agreed to pay back £472. However, the process was further complicated when the company demanded proof of payment that had been made through a travel agent.
The outcome has left many passengers wondering how they can avoid similar stress in the future. One suggestion is to check in online first, so you have a better chance of getting on your flight if there are any last-minute changes.
OMG, this is just ridiculous! I mean, who comes up with these excuses? "Email address mismatch" and now they're saying the customer wasn't even at the gate? It's like they want to make our lives as difficult as possible. 
And what's with all the back-and-forth? Four months of waiting for a refund and then EasyJet finally agrees, but only after a bunch of hassle. 
It's just not right. 
EasyJet's attitude towards their customers is absolutely appalling! I mean, who tries to pass off an email address mismatch as the reason for not giving someone a refund? 
I'm so frustrated for these stranded passengers who were left with no choice but to book another flight and deal with this hassle. It's not like they're asking for much - a simple refund for their original ticket! 
I just can't believe this 
. I mean, who tries to scam their own customers like that? 
It's not like they're trying to get out of paying the refund by claiming it was a no-show or some nonsense about email addresses... come on, airline! 
. And to make matters worse, they're expecting passengers to provide proof of payment made through a travel agent... are they kidding me?! 
.
I mean, sure, mistakes happen, but this is just ridiculous. 
The fact that they kept changing their story and now are demanding proof of payment from a travel agent is just laughable. It's clear they're not interested in helping their customers out. I've had experiences with online forums and communities where the administrators are just as bad, but at least you can talk to them directly... EasyJet, though, it seems like you're just going through the motions 
... trust me, it's a lifesaver! 
This whole thing just screams "they don't care" to me... I know some people will say "well, that's how it works" but honestly it feels like they're just trying to screw over their customers. I'd rather fly with a different airline next time. 
. And then they had the audacity to tell the passenger they weren't allowed to board but still had to pay for the ticket? Give me a break 
. I mean, come on, £472? That's a small fortune for them to refuse a refund without even trying to help 
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