My easyJet flight was diverted to Stansted from Gatwick and we were told by the captain that all extra expenses would be reimbursed.
Our party of five hired a taxi to Gatwick at a cost of £295 . I received a text message from easyJet to say costs could be claimed and to call a number provided.
I called and got told to email. I emailed and waited 10 working days, but nothing happened. I called and got told to wait another five working days, nothing. I called and got told they had no knowledge of any email, so I emailed again and received a reply saying that the amount would be paid within 15 to 20 working days.
I waited, nothing. I phoned and was told to wait another 10 working days while they investigated. Eventually, I got an email saying they would pay £50.
I’ve remonstrated but keep being told it’s a finance department decision that cannot be changed. MH, London
Airlines are notoriously reluctant to stump up when things go wrong. It so happens that when you invoked the media four months after you began your claim, easyJet discovered that it made a mistake.
You have now been refunded the £295 and, lucky you, have been given a flight voucher so you can spend even more money with easyJet.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
