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My wife is going to Bilbao from Manchester this week, returning on Saturday. However, upon logging in to manager her booking they have moved the return leg to the Sunday instead. I called up to request re-routing with an alternate carrier on the Saturday (would have to be the KLM via Amsterdam, being the most similar times etc.), and they refused. The call with the EasyJet representative was very frustrating, kept saying the same thing, eventually saying I could make a booking with another airline for the return and then make a claim, but he wouldn’t confirm if the claim would be successful. The agent refused to escalate the call, wouldn’t actually say yes or no to EU261 (despite refusing to do a re-route), and eventually they hung-up on me.
Seems they are well versed and scripted at avoiding re-routing with alternate carriers, and given the increased cost associated with flying back with an alternate carrier, I’m very concerned about going down the ‘buy and re-claim’ route.
I know they have a duty of care should my wife accept their flight on the Sunday (hotel, car park & meals), it’s just this will cause a lot of issues for her getting back a day late, hence why I was pushing for a re-route.
On a side note, she’d not had any email or otherwise to indicate the cancellation for the return on the Saturday, it was just be chance she noticed when she logged-in to EasyJet to check her booking, so no idea when they were intending on letting her know!
Any input to force them to re-route would be appreciated!
Perhaps HUACA to see if you get a more sympathetic person.
Given how close the date of travel is the easiest thing might be to just book the alternative flight if that’s a viable option and then put in a claim to easyJet. Your wife might also be eligible for delay compensation as the cancellation was made within 14 days of the flight (or she only found out within 14 days, anyway), depending on the official reason for the cancellation. Make some comprehensive notes about the content of the phone call to show that EJ was given the option of re-routing you but refused.
NB – as far as I can see, your wife is entitled to be flown home on the original day of travel, but other readers might know of others factors which might affect this.
Did they explain why the flight had been cancelled?
It definitely sounds like EC261 rights apply here. That means reroute at earliest opportunity but if they won’t reroute on KLM the options are limited.
Are there any other EasyJet flights available to choose from?
If your wife really can’t wait until Sunday to get back then she should buy another ticket and present it to EasyJet to pay but be prepared to go MCOL.
I also think compensation is due, depending on the reason for the flight cancellation.
Your wife would get the maximum delay compensation if she just accepted the return flight proposed by EasyJet in addition to the extra hotel and food duty of care costs.
Do you have travel insurance?
Also how much was the fare? If over £100 and paid on credit card you could also condider invoking s75 and getting card co to pay for replacement flights.
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