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Easyjet have ruined our Xmas

Lancashire
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545 posts
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Easyjet have ruined our Xmas

Arrived at Manchester Airport this morning to catch our flight to Benidorm for Xmas, lleft home at 2am because of the atrocious weather, when we arrived we checked in OK, and then had some breakfast while we waited, 40 mins before we were about to board, they cancelled the flight, everyone was devastated as some people had been waiting since yesterday after the same thing happened again, the feeble excuses they came up with ranged from the weather, aircraft fault, then finally the crew were unable to get in because of the weather, funny that other airlines crew had made it in plus hundreds of passengers. I can,t believe the way we were treated, everyone waited 30mins before someone eventually decided to show their face to explain the situation. We then had to go back through passport control, then recollect our luggage that had been taken back off the aircraft, and then joined a massive queue to find any information, there was only one person at the desk and we must have been there for at least a further 45 mins, where we were eventually told there would be flights on Boxing Day but only 2 seats remained or 8 seats remaining on Sunday from Liverpool, as there was at least 150 people in this queue, most people by this time were reakky angry and decided to claim a refund which has to be done online with the paperwork that we were given. We then tried to get alternative flights with Monarch for this afternoon, but they had then doubled their prices and wanted £940 for 2 tickets. Just can,t say how gutted we are and don,t know how to start sorting out this mess, upto now I have spoken with Travel Republic who we booked through and they are trying to see if we can get any refund for our accomadation at Ambassador Playa. I will never book Easyjet again as their attitude is totally unprofessional. This has ruined our Xmas but I don,t think Easyjet could care less. Please beware when booking through this company.

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Manchester
Manchester
Greater Manchester, UK
Benidorm
Benidorm
Costa Blanca, Spain
Manchester
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1. Re: Easyjet have ruined our Xmas

I'm absolutely gutted for you.

I hope that you manage to get your accomodation refunded.

Edited: 24 December 2009, 12:47
Aberdeen, United...
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2. Re: Easyjet have ruined our Xmas

NEW LEGISLATION IN FORCE with effect from 17th February 2005 relating to air passenger delays and overbooking

The European Union has agreed a new law which will give passengers on flights more rights in respect of delays. The new rules for compensation are as follows:

1. Delayed flights:

The European Parliament has voted to increase the levels of statutory compensation paid to passengers who have been bumped from overbooked flights. This scheme is also extended to cover charter flights booked as part of a package holiday. The scheme has bitterly been opposed by budget airlines such as Easyjet and Ryanair, however the EU Transport Commissioner Loyola de Palacio stated that the new regulations would also oblige airlines to call for volunteers to give up their seats in exchange for advantages and only if insufficient volunteers came forward would they be allowed to deny passengers boarding against their will.

As well as financial compensation, passengers who are bumped will continue to have the choice of a refund of the cost of their ticket or an alternative flight, together with meals, refreshments and hotel accommodation if the alternative cannot be arranged until the following day. These provisions are included in the current EU Denied Boarding Compensation Scheme which date from 1991. The compensation scheme is extended to cover all charter flights including those sold as part of a package holiday.

Passengers of EU carriers returning to the EU from a third country, if that country has no compensation scheme of it's own in place, are also covered. Under the terms of the 1991 regulations airlines were not obliged to compensate passengers bumped from flights departing from non-EU countries.

Furthermore the new levels of compensation will apply to cancelled flights by airlines or tour operators on their own responsibility unless the passenger is offered an alternative leaving at a time very close to that of their original flight, or has been informed of the cancellation at least two weeks prior to their intended departure.

There will be no statutory compensation for passengers whose flights have been delayed but airlines will be obliged to offer meals, refreshments and hotel accommodation where applicable together with a refund, if the delay lasts for at least 5 hours.

The new rules will be phased in and will be fully applied by 2005.

(a) after a delay of 2 hours on a flight up to 1,500 kms; 3 hours on a flight of 1,500 - 3,500 kms; 4 hours on flights longer than 3,500 kms - passengers will be entitled to free food, drink, phonecalls and emails

(b) after a delay of 5 hours passengers will receive a full refund if they decide not to use the flight

(c) if a flight is delayed overnight passengers are entitled to free hotel accommodation

2. Cancelled flights

(a) If a flight is cancelled passengers will be entitled to a full refund

(b) Except in extraordinary circumstances airlines must inform passengers of cancellations more than 2 weeks before departure. Compensation for failing to do so is paid on top of the refund which is as follows:

(All compensation quoted in Euros - see below £ sterling equivalent)

For cancelled flights and/or denied boarding:

Shorthaul under 930 miles ... ...............£172.00

Mid-range under 2,175 miles .............. £275.00

Long-haul over 2,175 miles ................. £412.00

It would appear that unlike the rules concerning delays, airlines will be able to avoid paying compensation for cancellations if they are due to exceptional circumstances which could not be avoided by them taking reasonable action - this could include bad weather and strikes by Air Traffic Control, Political instability or Terrorists threats. However it does NOT include technical problems on aircraft -

FIVE STEPS TO CLAIMING COMPENSATION for overbooking or flight delays

1.Prior to travel, obtain Air Passenger Rights Leaflet available.

2.Request that the airline representative give you written details of your rights explaining how to obtain compensation. The regulations require that the airline give this information to all passengers.

3.Set out your claim in writing.

4.If your claim for compensation is rejected then contact the Air Transport Users Council in writing or by telephone at:

45-59 Kingsway, London, WC2B 6TE Telephone No. 0207 240 6061

5.The Air Transport Users Council will be able to assist you on your behalf in order to try to negotiate an agreement between yourself and the airline. If there is no agreement reached and the airline refuses to pay you compensation then the matter will be placed in the hands of the Civil Aviation Authority who have the power to prosecute an airline. It can impose a penalty of £5,000 per case for failure to comply with the legislation.

6.The airline also has to reimburse you your air fare within 7-days if you have chosen not to fly because of the cancellation or the delay. You can have vouchers rather than money but only if you agree to this.

These new rules cover all charter flights, scheduled flights and low cost budget airlines. The criteria for claiming compensation is that the flight must be departing from an EU airport or flying into the EU on an EU airline.

Passengers who are delayed or have their flight cancelled are entitled to complimentary refreshments. On a short-haul flight if the delay is more than 2 hours, on a mid-range flight 3 hours or more and on a long-haul flight 4 hours or more. If the delay is excessive then passengers are also entitled to overnight accommodation, including a transfer to the hotel free of charge, or the airline must find alternative transport for the passengers to reach their final destination.

In the case of a flight being overbooked the airline have to ask for volunteers to give up their seat first. Any passenger who agrees to this can opt for cash benefits as well as the option of either a refund of their ticket with a free flight back to their point of departure or a later flight to their destination but they are not entitled to the additional compensation as specified above. However if a passenger is "bumped" against their will they are entitled to the compensation as specified above.

It is highly likely that in the case of delay airlines will try and avoid liability as there is within the regulations a get-out clause which allows the airline to avoid compensating passengers where the reason for the delay or cancellation is outside of the airline's control. For example adverse weather conditions, industrial action by airline staff or simply Air Traffic Control delays or overloads are all examples where compensation would not apply.

Airlines also will not have to compensate the passengers if they give 14-days notice or more regarding a cancellation or they provide a re-routed flight. So whilst these regulations give passengers enhanced rights that they previously did not have it is not compensation for every circumstance. Passengers should therefore collect all the relevant information together before considering whether it is appropriate to make a claim.

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London
London
England, UK
Benidorm, Spain
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for Benidorm
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3. Re: Easyjet have ruined our Xmas

Kath, I am very sorry to hear this. I can't imagine how you must be feeling right now.

Won't your travel insurance cover you for the accommodation costs if TR can't do anything?

If there is one thing that always angers travellers when things go wrong, is the lack of information or even mis-information, like you got today.

As you know, I watch all flights carefully, everyday, and what has surprised me this week is that cancellations appear to be exclusively from easyjet. All of the other airlines have been fine, albeit delayed. I am not sure why this is, perhaps something to do with how they operate....

I hope that you can salvage something from Christmas. If it's any consolation..... it's raining here.

wirral
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4. Re: Easyjet have ruined our Xmas

Co-incidentally I have a thread running concurrently on Air Travel Forum entitled "easyJet-Do they run at the first sign of trouble?".Your report fits in to the pattern.

Poor you Kath especially at this supposedly happy time of year.

Manchester
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341 posts
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5. Re: Easyjet have ruined our Xmas

It has just been on the local tv news that the easyjet flight Kath should have been on was the only flight cancelled today from Manchester Airport.

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Manchester
Manchester
Greater Manchester, UK
Greater Manchester...
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6. Re: Easyjet have ruined our Xmas

thousands must have had there xmas ruined by uncaring travel companies , including eurostar , pathetic the way people are treated by these companies , i have a friend who has moved to padborn in germany to run a guest house and he is laughing at us in england , its minus 16 to 18 where he is and no disruption to any transport at all we need to learn from these people who know how to combat the weather , gutted for you kath ,

Nottingham, United...
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7. Re: Easyjet have ruined our Xmas

im so sorry for the upset you have gone through,i hope you get a refund from the hotel,

Benidorm, Spain
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8. Re: Easyjet have ruined our Xmas

If the MAN - ALC leg was cancelled then there will also be 150+ people stranded at Alicante hoping to be home for Christmas.

:-(

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Alicante
Alicante
Costa Blanca, Spain
Benidorm, Spain
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9. Re: Easyjet have ruined our Xmas

Very true Dave!!! Sorry to hear of your troubles Kath......

Lancashire
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10,799 posts
16 reviews
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10. Re: Easyjet have ruined our Xmas

Sorry to hear of that Kath...i had a mate booked on the same flight as you, according to his Facebook post, he's gone on the Monarch flight...he didn't say anything about how much he paid though! Companies really should try harder, particularily at a time of year such as this...people have memories and good customer service is usually rewarded in the long run!

Best Regards - Taggy

PS....Was that £940 just for 2 Single tickets or return....either way its scandalous!!

Edited: 24 December 2009, 18:28
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