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easyJet refund/expense costs

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  • Hbommie

    I was due to fly the return leg on the easyJet Nice-Manchester route last Tuesday (28/06) which was delayed and then cancelled at 2130hrs, the reason given was due to weather related/ATC restrictions/crew time.

    No one to help at the airport apart from handing out food vouchers.

    The options on MMB to rebook on the next easyJet flight where on Sunday (03/07) as the Thursday flight wasn’t available, I assume sold out. Tried calling without success at that time of night.

    Due to work commitments I opted to book on Vuelling via BCN on the wednesday and booked a hotel stay at the airport.

    I’ve submitted an expenses request for hotel and flight costs, don’t hold out much hope.

    Am I ok to claim a refund from easyJet for the cancelled flight or does this impact the expenses claim. If this is unsuccessful I’ll go the insurance route.

    Thanks

    dougzz99

    I wouldn’t do anything about a refund. Pursue Easy for the Duty of Care (hotel, and food, phone calls) and the cost of the Vueling flight. If they refuse just use https://www.aviationadr.org.uk/how-to-complain-about-an-easyjet-flight/ to follow-up, process explained on the site.
    Others will mention MCOL, so each to their own. In these pretty simple straight forward cases I think dispute resolution works.
    Whether you’re also entitled to compensation would depend on the actual established reason for the cancellation. Weather/ATC/Crew Time seems like the kitchen sink version, but one can lead to another.

    Lady London

    Sounds like Easyjet ran out of aircraft with enough crew hours left on them to do an extra (probably 4th) rotation in the day and come collect you guys. Or if Nice or Man has a curfew they didn’t have an aircraft with enough crew hours left, available soon enough to depart or land whichever airport has the curfew.

    This is completely their own fault and not an exceptional circumstance so they owe you compo. Duty of care so your hotel, meals, internet, transport to and from hotel is due to you as well.

    I say this as a weekly victim of an Easyjet evening flight, which was always really late taking off but usually just under the magic 2 hours late. Time after time the crew that picked us up said they hadn’t known they would be coming to fly our flight until very shortly before they landed to pick us up (them being notified well after our flight was due to depart).

    There was also most nights another LCC at the next gate flying the ssme route. They left on time. Someone told me that LCC schedules 3 rotations per day for one aircraft, so theirs was the 3rd and last flight that aircraft and crew had done that day. Whereas for us we were told we were scheduled by Easyjet into a 4th rotation. No wonder crew so frequently were out of hours as 4 rotations gives no leeway for problems on earlier rotations.

    Unfortunately on my route neither departure nor landing airport had a curfew which gave Easyjet freedom to regularly have an extra 2 hours late they could be on our flight while they looked around the skies fot an aircraft to pick us up on the day and it cost them nothing. At least in your case it sounds like either Nice or Man has a curfew. So after keeping you waiting around they had to cancel your flight.

    Hbommie

    I didn’t expect compo just a return of expenses but will submit that as well, thanks for the info, I’ll see how it goes.

    If there was a curfew I think it may have been Nice as there were a number of flights that were delayed and cancelled. There was a storm in the area on the afternoon which created a backlog, hence the ATC reason given.

    • This reply was modified 52 years, 7 months ago by .
    Lady London

    I didn’t expect compo just a return of expenses but will submit that as well, thanks for the info, I’ll see how it goes.

    If there was a curfew I think it may have been Nice as there were a number of flights that were delayed and cancelled. There was a storm in the area on the afternoon which created a backlog, hence the ATC reason given.

    Were other flights flying sinilar routes leaving around the time yours should have? Even if they were earlier flights that ran late. Weather issues must atill be prevailing at the time of your specific flight for it to be exceptional circs. Earlier flights backlog is not your issue if no weather issues your flight.

    PS they have to file the reason for the cancellation – expertflyer may have it if you can find someone with a subscription – or I think the airport might have it

    polly

    @LadyLondon
    As you predicted Friday night, no LGW curfew, they added our flight on to a drop off at Lubyanka. Pilot looks knackered. Crew were called from home at 9.50 pm, to fly out our return flight. Bear in mind we were supposed to have left Bordeaux at 22.10mlocal time.. definitely a last minute possibility 4th flight run that day. Pilot gave a very long spiel about storms up in e eu, cause of delay. And ground crew, long list of reasons. Never heard that before. Think he was told to,list these to prevent people claiming their eu compo. Will apply anyway, and see what happens. 5 hrs plus hanging around was not that comfy. Very hard chairs, but we will live….

    dougzz99

    Were other flights flying sinilar routes leaving around the time yours should have? Even if they were earlier flights that ran late. Weather issues must atill be prevailing at the time of your specific flight for it to be exceptional circs. Earlier flights backlog is not your issue if no weather issues your flight.

    PS they have to file the reason for the cancellation – expertflyer may have it if you can find someone with a subscription – or I think the airport might have it

    I have an Expert Flyer sub, and as usual with EasyJet there’s no information, assuming this was U2 1884. I suspect that Easy don’t behave in quite the same manner as legacy carriers, the delay/cancellation info never seems to be there for their flights.

    MonkeymaN

    I was in a similar situation earlier in the year (thanks @LadyLondon and other for their advice) and Easyjet paid £1800 of alternative travel and accommodation expenses without any fuss. The only thing they rejected was a taxi fare as they claimed it was not a proper receipt, but I am not going to fuss over €15.

    The advice I was given was take screen shots of any communication from them and of any travel you are booking, which you can use to justify your claim, if needed.

    They have rejected my compensation claim, citing ATC restrictions, which is at odds with the reasons given at the time (late arrival & crew out of hours) but I will fight them for that when I have more time.

    Hbommie

    I knew I’d get some excellent info here😀

    It was EZY1884 and the Man-Nce aircraft never took off and was cancelled at the same time as our return. So I struggle to see that weather was the complete reason.

    Anyway, I’d be happy with the expenses returned.

    Lady London

    @LadyLondon
    As you predicted Friday night, no LGW curfew, they added our flight on to a drop off at Lubyanka. Pilot looks knackered. Crew were called from home at 9.50 pm, to fly out our return flight. Bear in mind we were supposed to have left Bordeaux at 22.10mlocal time.. definitely a last minute possibility 4th flight run that day. Pilot gave a very long spiel about storms up in e eu, cause of delay. And ground crew, long list of reasons. Never heard that before. Think he was told to,list these to prevent people claiming their eu compo. Will apply anyway, and see what happens. 5 hrs plus hanging around was not that comfy. Very hard chairs, but we will live….

    Nooooo Polly! How awful! But at 5hrs late surely you will each be able to claim 250 euros /£220 compo? (@meta is the expert on this).

    I am certain Easyjet did a ‘£220 x the number of passengers that would actually know to claim’ calculation…. against ‘duty of care cost’ for hotels in Bordeaux plus full days’ meals to put people on later days’ flights if they cancelled the flight. Result : fly it if no curfew issue. Better )for Easyjet) to land just in time to get to your OH’s morning golf tee-off time…. poor you

    Lady London

    I was in a similar situation earlier in the year (thanks @LadyLondon and other for their advice) and Easyjet paid £1800 of alternative travel and accommodation expenses without any fuss. The only thing they rejected was a taxi fare as they claimed it was not a proper receipt, but I am not going to fuss over €15.

    The advice I was given was take screen shots of any communication from them and of any travel you are booking, which you can use to justify your claim, if needed.

    …Thanks for letting us know MonkeymaN. Please go for every last penny with Easyjet – they have even better lawyers than Ryanair I believe so will be squirrelly if they can. So where there is no ambiguity (and there doesn’t sound like their excuse is gonna stand in your case) best to keep on for every laat penny…
    They have rejected my compensation claim, citing ATC restrictions, which is at odds with the reasons given at the time (late arrival & crew out of hours) but I will fight them for that when I have more time.

    Lady London

    I knew I’d get some excellent info here😀

    It was EZY1884 and the Man-Nce aircraft never took off and was cancelled at the same time as our return. So I struggle to see that weather was the complete reason.

    Anyway, I’d be happy with the expenses returned.

    I thought that would turn out to be the case.

    Issues with the incoming aircraft are not exceptional issues with your flight (not even if for the incoming flight, those issues would be exceptional).

    polly

    @LadyLondon/Meta
    Yes, am putting in for the eu compo. A guy right behind us in the queue was timing everything. We even video when they opened the aircraft door…hilarious. Should have screenshot their flight radar which showed planes in the air at our delay time. Lesson learned. Interesting you say that their legal are better than Ryan air, tho.
    And you are correct, not many on that flight will bother to claim, just glad to be home, l guess. Loads were heading to the Adele concert. Many of the pax already re routed from Switzerland. Weird goings on. And he missed his golf!

    The real villains here are BA of course who cancelled our original flight back.

    Out of interest what was the route you were on regularly from France LL? We usually got to `Bergerac, but no hire cars available there atm. Short work trip was reason we needed BOD and to hire. Otherwise we will drive.

    Lady London

    heh 🙂 Just to nitpick remember opening the door of the aircraft after landing still doesn’t count as the plane’s arrival time unless the ramp or steps are attached to the aircraft *and* the first passenger is allowed to step onto ramp or steps. That’s the aircraft arrival time.

    davefl

    heh 🙂 Just to nitpick remember opening the door of the aircraft after landing still doesn’t count as the plane’s arrival time unless the ramp or steps are attached to the aircraft *and* the first passenger is allowed to step onto ramp or steps. That’s the aircraft arrival time.

    This is a very good point. My last flght into MAN, we were 20 mins early, parked us at a remote stand ater a 9 hour flight, opened the doors but then weren’t allowed to deplane for another 7 mins or so because the buses weren’t ready! If we’d been delayed, that 7 mins could have put us over the line into compensation territoy.

    Then had to wait 2 hours for luggage. I wish other airlines paid no quibble compensation for delayed luggage arrival at belt like Delta do. Their 20 min guarantee is amazing.

    Hbommie

    Expenses returned today after 3 weeks and compensation claim rejected. I may try again but I’m happy with the outcome during the current sh*tshow.

    slidey

    heh 🙂 Just to nitpick remember opening the door of the aircraft after landing still doesn’t count as the plane’s arrival time unless the ramp or steps are attached to the aircraft *and* the first passenger is allowed to step onto ramp or steps. That’s the aircraft arrival time.

    Is the thing about the doors being open and the passengers being able to disembark documented somewhere that can be quoted to the airline?

    Froggee

    @slidey it’s EU case law. As it’s from 2014 i.e. pre brexit, it counts:

    I guess you quote “Germanwings GmbH v Ronny Henning (C‑452/13)”

    https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX%3A62013CJ0452

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