Sorry, easyJet, but all of your excuses just don’t fly
P.J. writes: My daughter and a friend booked to fly easyJet to Amsterdam for a weekend break. The flight was cancelled due to bad weather but easyJet said it would pay for an alternative flight. They travelled the next day with Flybe and easyJet confirmed it would meet the cost, but this has never been paid. EASYJET’S excuses grew more and more weird as time passed. First, it said it did not recognise the details you provided of your daughter’s booking.
Then it said your daughter was in a party of three, which was simply wrong.
Finally, you were told everything had been sorted out and your daughter had been paid – except she had not.
I asked easyJet to take a closer look into this. It offered a bland statement saying: ‘We are sorry that due to an error Ms J’s refund has taken longer than usual to process. We can confirm the claim has now been approved and will be paid into Ms J’s account within the next 12 days.’
You have confirmed that £375 has now really landed in your daughter’s bank account. But why easyJet made such heavy weather of a simple claim remains unexplained.