Cancelled easyJet passengers wrongly told five times: no alternative flights

A household whose flight was cancelled by easyJet was wrongly advised 5 instances that there have been no different routes to the airport they had been as a result of fly house to, The Unbiased can reveal.

As soon as the unique flight had been scrapped, the group had been routinely rebooked to fly the next day to a distinct UK airport.

Once they challenged the airline and tried to say their entitlement to a distinct flight below European air passengers’ rights guidelines, the easyJet name centre repeatedly refused their reputable request.

Hannah and Richard Bicknell, along with their 18-month-old youngster, had been speculated to fly house from Faro in Portugal to Manchester airport in early July.

However simply over two weeks forward, they had been advised that the unique flight was cancelled they usually had been rebooked the next day to fly to Liverpool. Britain’s largest funds airline has been making a whole lot of cancellations because it struggles with inadequate sources.

This week the Civil Aviation Authority (CAA) reminded airways of their obligations below air passengers’ rights guidelines; easyJet ought to have made clear the household’s entitlement to be rebooked on a rival airline, at easyJet’s expense on the identical day as the unique flight.

But the provider’s name centre made the wholly unfounded assertion that since they’d been advised in regards to the cancellation greater than two weeks forward, the fitting to be rebooked didn’t apply. Mr Bicknell repeatedly raised his authorized proper to an alternate Jet2 flight with the agent, however was advised no fewer than 5 instances that he was incorrect.

In reality, the one distinction being advised a minimum of two weeks prematurely makes is that the traveller isn’t entitled to money compensation.

Ms Bicknell then contacted The Unbiased, saying: “It’s not appropriate for us to journey again to the incorrect airport the place our automobile and child seat won’t be parked.

“We don’t wish to fly again a day late from vacation additionally for work functions.”

Within the name, Mr Bicknell was solely supplied a selection of a refund, a voucher or one other easyJet flight – together with one to Gatwick, 200 miles away.

“We sadly have already now utilized for the refund in order that we will e book ourselves onto one other flight house with Jet2,” Ms Bicknell mentioned.

A spokesperson for easyJet mentioned: “We’re very sorry for the inconvenience brought on by the cancellation of Mr Bicknell’s flight from Faro to Manchester.

“Passengers on cancelled flights are entitled to a voucher or refund or a free switch together with on different airways if no different easyJet flight is offered inside 24 hours.”

That is at odds with the CAA’s view {that a} same-day different should at all times be supplied.

The easyJet spokesperson continued: “Nonetheless within the circumstances of this case our brokers ought to have authorised a flight on an alternate provider, whatever the flight being cancelled exterior of 14 days, consistent with our coverage so we have now picked this up with our workforce and are sorry for any frustration this has triggered.

“We perceive the couple have now taken a refund to pay for his or her different flight.”

The misrepresentation happened two days after easyJet had assured MPs on the Enterprise Choose Committee that it adhered to air passengers’ rights guidelines.

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