We also were due on an easyJet flight on Friday, that was delayed for a few hours then cancelled at the gate.
The customer service was shit.
At the gate they just said come through here now, you can speak to someone upstairs about the next steps.
We then had to go through passport control, next step was baggage claim where there was a single easyJet member of staff. He was just repeating the information to go upstairs back to departures, that they were booking flights from Luton, or we could cancel and get a refund, and to go speak to staff upstairs when we had our bags (we were in Manchester).
Got our bags, go back through to departures to be told there is no easyJet desk, the 2 staff members on the bag drop said package holiday, we can't touch you, we can sort out flight only, look at your app.
We had no idea what to do, in a large airport from 12-6.30, with only a single message from easyJet to say your flights cancelled, we'll be in touch. Live chat said you need to call, calling put us on hold for 90 minutes before we gave up.
They didn't give us any new flight details a few hours later, which was to go on Monday instead of Friday. The app then didn't say anything about alternatives, such as sorting our own flights, what we can claim.
They didn't sort us a hotel until 9pm, by which point we were in an air BnB. They then found us one for 2 nights, but told us we would have to make our own way home on the Sunday, and return for the flight on the Monday, as they couldn't find a 3rd night accommodation for 6 of us.
We found alternative flights, but had to wait on hold again for 2 hours for confirmation that we could book them and get a refund, along with transfers to a different airport, and costs for the air BnB.
All the time we were on hold, the flights were selling out because the rest of the people who knew what was happening had been buying quickly- we trusted what they saying about people to help at the departures lounge and missed out on 3 flights while doing so.
Yes, we can claim back (hopefully), but so far we are about £1500 out of pocket for expenses, and we only managed to get here through having enough between us to keep going- any person without a credit card/ funds, or someone with learning difficulties or SEN, who would basically listen for instructions who does what they are asked would have no chance, and missed half their holiday. For us, this is a once a year holiday, and while things happen and flights are cancelled, it's the fact that easyJet were shit in their dealing with it that caused issues.