A flight I was due to go on from Manchester to Hamburg in June was cancelled as I was going through security. EasyJet took five of us to a hotel in Leven in Flintshire for a flight from Edinburgh to Hamburg the next day.
The following morning the taxi easyJet had promised did not turn up. I paid £60 for a replacement for the five of us and we arrived at the airport just before the check-in desk was due to close – only to be told that easyJet had overbooked the flight and two of us had to stay behind.
EasyJet then offered guaranteed seats on the first flight from Gatwick the next day and flew me and a stranded German doctor from Edinburgh to London for another overnight stay. The next day I had to pay for a taxi to Gatwick because the check-in time was too early for the hotel’s courtesy bus. At the airport we discovered that our flight had again been cancelled and no alternatives were available that day.
At our own expense we took a train to St Pancras and then the Eurostar to Cologne, where the German doctor hired a car and drove us to our destinations. On my return home, I claimed a refund of my expenses, which amounted to around £170 excluding my original air fare.
In September, easyJet finally emailed me saying that my fare had been refunded (which it was) and that a cheque for £167.98 would be posted. A month later, when the money had not arrived, easyJet then said that a reduced amount of £97.98 would be sent, with no explanation. Now I’ve been told it won’t reimburse the taxi fares because the receipts are “dated after the disruption date”. I pointed out the dates are between the original cancelled flight and the final abortive attempt to fly us out of Gatwick.
The German doctor, who travelled with me, has also been refused a refund of his expenses, including the Eurostar ticket and car hire. NS, Bristol
In my many years as a consumer columnist I’ve never come across a journey as botched as this one.
EasyJet tells me your first flight from Manchester was cancelled due to an air traffic control strike in France that caused mayhem across Europe. It’s extraordinary that at no point were you given that explanation.
As a knock-on from the strike, it says, ensuing flights were extra busy, which is why your alternative departure from Scotland was overbooked. Then, on your final attempt, the departure was cancelled due to crew sickness.
“While we have standby crew, the disruption caused by the French strike meant we were unable to cover this flight,” it says. “Air traffic control strikes rose to unprecedented levels this year which affected all airlines.”
It’s debatable whether the strike, common among air traffic controllers, would count as an “extraordinary circumstance” under EU rules on compensation payouts. This would exempt easyJet from having to pay compensation for the first cancellation, and the other two affected flights would not be eligible because you were effectively booked on them for free.
However, five months on, and only after we intervene, the airline admits that your experience was “extremely unfortunate” and decides to pay the statutory sum for denied boarding plus £100 goodwill. It also promises to reimburse your expenses.
Rejoicing would be premature, however. The cheque that finally arrives falls £70 short of the promised £283.70 and you are told your expenses claim is being “assessed”. Back to the press office, which promises all will be well. One day.
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.
