Airline Refuses £472 Refund for Disrupted Flight, Leaving Passenger Out of Pocket
A passenger who was left stranded at Gatwick Airport last July due to an air traffic control outage has been refused a refund of nearly £500 by EasyJet. The airline initially downgraded the size of the aircraft used to transport passengers, leaving 35 people unable to board their flight.
The passenger booked a new ticket with British Airways for £472, which they claimed through EasyJet's website. However, when they contacted the airline, customer service staff denied that the original plane had been downgraded and claimed that the booking was rejected due to discrepancies in the email address used to make the reservation.
They later stated that the passenger was a "no-show", despite having checked in online. The airline's system marked the passenger as not having shown up for the flight, which it refused to override.
It wasn't until four months after the passenger had lodged their claim with EasyJet that they were offered the refund. However, even then, the process took another month, during which time the airline demanded proof of payment from a travel agent.
The passenger's experience highlights the inflexibility and indifference of EasyJet's system and staff. The airline has since apologized for its initial treatment but ultimately failed to provide fair compensation for the disrupted flight.
Travelers are advised to exercise caution when booking flights and to check in online to minimize the risk of being left stranded, as this may improve their chances of boarding on time if unexpected disruptions occur.
A passenger who was left stranded at Gatwick Airport last July due to an air traffic control outage has been refused a refund of nearly £500 by EasyJet. The airline initially downgraded the size of the aircraft used to transport passengers, leaving 35 people unable to board their flight.
The passenger booked a new ticket with British Airways for £472, which they claimed through EasyJet's website. However, when they contacted the airline, customer service staff denied that the original plane had been downgraded and claimed that the booking was rejected due to discrepancies in the email address used to make the reservation.
They later stated that the passenger was a "no-show", despite having checked in online. The airline's system marked the passenger as not having shown up for the flight, which it refused to override.
It wasn't until four months after the passenger had lodged their claim with EasyJet that they were offered the refund. However, even then, the process took another month, during which time the airline demanded proof of payment from a travel agent.
The passenger's experience highlights the inflexibility and indifference of EasyJet's system and staff. The airline has since apologized for its initial treatment but ultimately failed to provide fair compensation for the disrupted flight.
Travelers are advised to exercise caution when booking flights and to check in online to minimize the risk of being left stranded, as this may improve their chances of boarding on time if unexpected disruptions occur.
that's wild, £472 is a lot of money just because someone's system doesn't like 'em! what kind of airline doesn't have a system that can handle no-shows properly? I think it's kinda ridiculous they're making the passenger out to be a no-show too, that's not fair. should've been able to override the system and give them their refund sooner, you feel me? 
i mean i know things happen but refusing a refund thats not even close to what you should get for a flight cancellation like that? its just so unfair! i remember when my aunt's flight got cancelled at lhr last year and easyjet had to pay out to her because their system was faulty... it made such a difference how much better customer service they were then 
they did apologize which i guess is good but come on, fair compensation shouldnt take a month to sort out especially when its not the passenger's fault 
! Like seriously, who denies a refund for a disrupted flight and then makes you prove you paid with a travel agent? It's not like they're even trying to be reasonable or empathetic. The fact that they apologized but still didn't provide fair compensation is just laughable 
. I mean, if you're going to downgrade the size of your plane due to air traffic control issues, at least have the decency to offer a refund for the difference 
. It's not like it's rocket science 
. Just do what's right and treat your customers with respect! 
I'm not surprised by this EasyJet debacle... They're always pushing those extra fees & charges. £472 is a pretty penny, but I guess it's better than nothing? I mean, the airline did downsize the plane, leaving 35 people in the lurch - that's some serious customer fail right there! 
what if they've just been ignoring ppl for months like the passenger? 
i'd be really annoyed if i were in that passenger's shoes 
they refused a £472 refund after leaving a passenger stranded for hours at gatwick airport last year. its not like the person was trying to scam them or anything, they just got stuck in traffic and couldn't make their flight 
. the airline's excuse that it was a "no-show" is so dodgy too... how can u mark someone as not showing up for a flight when they've already checked in online? 