My wife and I are regular and satisfied users of easyJet. Last September, we were due to fly back from Brindisi in Italy when, after a delay that required a change of plane, the company asked for four volunteers to get off to allow it to take off.
We agreed, having been promised hotel expenses plus a further €300. We disembarked, with two others, to a round of applause from the remaining passengers.
However, despite being promised that the money would hit our account within two weeks, it did not.
Customer services then said I had to claim online. I duly did so, pointing out that this should have been made clear to us at the outset.
Since then I have been repeatedly stalled and there is still no sign of the money three months after the event.
I have just been told that the company is contacting Brindisi for a third time. This is ridiculous. PM, Bristol
If airline staff make you an offer like this, I would advocate you record it on your mobile as your tale is surprisingly common. You’d think the airlines would bend over backwards to pay passengers who helped them out, but no.
An easyJet spokeswoman says: “We are grateful they volunteered to take a later flight and would like to apologise for the inconvenience and delay in them receiving their compensation.”
The payment has now been made.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
