We’ve been abandoned by easyJet
Budget airline probed by regulator
EASYJET is being investigated over claims that it deserted passengers during the chaos at airports.
The budget airline is accused of not making clear to travellers they had rights to hundreds of pounds in compensation and the chance to reroute with other carriers if a flight was cancelled.
Which? has reported the airline to the Civil Aviation Authority for potential breaches of consumer law after being contacted by furious easyJet customers.
One couple told the consumer watchdog they had two flights cancelled but easyJet did not tell them about compensation of up to £880. Another passenger claimed to have been “passed from pillar to post” when reclaiming cash paid for alternative flights from Budapest.
Families spoke of feeling “abandoned” while others said they had no alternative but to buy expensive tickets to get back home. Airlines are required by law to rebook passengers on to planes at the “earliest opportunity” if they cancel a service. Which? said: “This means offering them a flight with an alternative airline if that’s the best option.”
Disrupted passengers are also entitled to food, drink, a hotel room for a night cancellation as well as compensation.
But Which? said it found “easyJet is directing passengers to the ‘manage my booking’ section of their app and website and this only gives options to rebook on an easyJet flight”.
Which? added: “The company has treated passengers appallingly.”
Regulator, the CAA, confirmed it will examine the Which? dossier. EasyJet claims: “We clearly inform customers if there are no easyJet alternative flights within 24 hours, they can book flights via an alternative carrier and we’ll reimburse them in full or they can choose a full refund.”
The website only gives you options to rebook on a flight with easyJet
CONSUMER WATCHDOG WHICH?