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If your EasyJet flight gets cancelled, you may think you have to wait days for an alternative flight or even be left to make your own arrangements. In a spate of recent cancellations due to weather in the UK, some EasyJet passengers have had to wait days rather than hours before being able to fly, and the airline hasn’t been willing to pay for alternative flight arrangements. But as passengers, you’re entitled to more.
In rules stipulated by the European air passengers’ legislation EU261, “Re-routing should be offered at no additional cost to the passenger, even where passengers are re-routed with another air carrier or on a different transport mode or in a higher class or at a higher fare than the one paid for the original service.”
However, the UK’s biggest low-cost airline EasyJet, has been found to not be rebooking passengers on the next flight. The Independent reports that a family from Bristol had their flight to Nice cancelled and were not offered same-day alternative seats on British Airways flights from Heathrow (LHR) or Gatwick (LGW). Instead, they were offered an EasyJet flight more than 48 hours later from Gatwick (LGW). The family decided to make their own arrangements and book an earlier flight. At first, the airline refused to cover the cost of the expense and only refunded the cost of the originally booked ticket but eventually backed down and covered the extra costs the family incurred.
The airline later responded to The Independent stating, “We offered them an alternative EasyJet flight and will be reimbursing any reasonable expenses they incurred.” This, however, does not provide an explanation as to why the airline did not offer its passengers earlier alternatives with other airlines.
TPG UK reached out to the airline regarding the issues and a spokesperson responded with the following: “We already offer re-routing options to customers in event of cancellations. We have been working with the CAA towards implementing their most recent guidance and expect to have a revised policy in the coming weeks.”
As per EU261, a passenger traveling within Europe whose flight is cancelled is entitled by law to be provided with the next-best alternative no matter the cost, airline or travel class. Additionally, EasyJet’s own website states the same information.
So, what should you do if you find yourself on a cancelled EasyJet flight? First of all, check to see what the next-available alternatives are from your closest airport to your destination airport. Then, call the airline straight away on 0330 365 5000. If it’s out of service hours (8am-8pm), you’ll have to speak with EasyJet customer service staff at the departure airport. If you’re offered an EasyJet flight later than the available alternative you found, be sure to state that it is the airline’s duty to book you onto the first available alternative no matter the airline or the cost. Stand your ground, even asking to speak to a supervisor or manager if you need to, but make sure you get the alternative you are entitled to, not the alternative which is easiest for the airline and costs it less money. Check out this guide for more information on filing EU261 claims.
Featured photo by Alberto Riva/The Points Guy
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