Active discussions

Meet the Other Phone. Protection built in.

Meet the Other Phone.
Protection built in.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

EasyJet

161 replies

Rainandclouds · 25/03/2020 06:16

Has anyone been able to get hold of them? My flight (internal uk one) was understandably cancelled and they have offered for me to change the flight or have a refund. I would like a refund but can’t seem to do this on the app or the website, I have emailed and sent a message by twitter and tried calling (I am sure my bill is now more than the flight!) but guessing they might not answer the phone at all now? Should I change my flight to later date and ask for a refund when things quiet down?

OP posts:
namechange40693 · 25/03/2020 06:31

No don't change it because they will only refund flights that have been cancelled. Unfortunately I think it's a case of keep trying to contact them. How did they advise you to contact them in their email?

Original poster
Rainandclouds · 25/03/2020 06:38

It was very vague, they said I could get a refund but then only went on about making changes and then said to contact the customer services team for a refund and gave a number. The website says they are very busy and I understand there are far more important things to worry about! But can’t face spending hours on the phone while I am trying to work from home and entertain small children in a small house!

OP posts:
Original poster
Rainandclouds · 25/03/2020 06:43

Well it says contact customer services and then you have to look for numbers to call. I imagine they would be less busy if they updated the website to let you cancel for a refund online.....

OP posts:
rookiemere · 25/03/2020 14:16

Can you try their online customer service ? It was the only way I could get the airport tax refunded on a return flight I wasn't using.

Sorry just checked and their online chat to you is closed so that's not an option today.

Thedogscollar · 25/03/2020 14:41

It's a nightmare to get through to them. I was like you had internal flight booked for end of April. I've now rebooked for Feb next year hoping all this madness is over. I thought you could cancel online and ask for refund but obviously not. Thing is Easyjet will want to keep your money to keep them afloat. Goodluck hope you get your refund.

heidbuttsupper · 27/03/2020 17:15

@Rainandclouds did you get through to them? I'm in the same boat. Only able to change flight or get a voucher online when I want a refund

noidea02 · 27/03/2020 17:22

If you’ve got the app, go into my itinerary and then there should be an option on that to cancel the flight. I did it for ours - very easy - though I’ve not had the refund yet...

BrigitsBigKnickers · 27/03/2020 17:28

My outward flight to Portugal on 2nd April was cancelled so I got the refund but as I booked my return on a separate booking (as DH And I were coming back on different days) my return flight is allegedly still running.

I have tried to e mail but my booking reference starts with the wrong letter and can't get through on the phone. How am I supposed to use a return flight if I haven't gone out in the first place? Confused

Not quite sure what to do- I heard all flights in and out of Portugal were stopping at the weekend so hoping it might mean the refund will become available.

heidbuttsupper · 27/03/2020 17:30

Thanks @noidea02 unfortunately there's no option to cancel flight. It has already been cancelled by Easyjet. Think the only option is to call them if you want a refund

heidbuttsupper · 27/03/2020 17:31

@BrigitsBigKnickers were you able to get a refund online?

noidea02 · 27/03/2020 17:38

Actually thinking about it, my flight was cancelled by EasyJet too. I think the option on the app was to reschedule or request a refund. Does that option not exist anymore? Maybe they’ve changed it? Mind you I requested a refund a couple of weeks ago and am still waiting for it....

Mummyshark2018 · 27/03/2020 17:39

I've been trying to fill in the eu261 form online but easyJet website keeps knocking me out. I have the app but my flight isn't showing as cancelled (even though they've emailed me). There is an option to change the flight but now where that I can see you cancel it.

BrigitsBigKnickers · 27/03/2020 17:41

Heibbuttsupper I got a refund for the flights that were cancelled yes- on the app. There was a choice of rebook or refund.

heidbuttsupper · 27/03/2020 17:47

Thanks @BrigitsBigKnickers @noidea02 looks like the options have changed which is a pain Confused

heidbuttsupper · 27/03/2020 17:48

Hi @Mummyshark2018 think the options have changed as I can't see the option for a refund either

heidbuttsupper · 27/03/2020 17:49

New flight or voucher option only

EasyJet
GooniesForever · 27/03/2020 18:00

I'm exactly the same, it will only let me rebook but then says all of the flights are cancelled. I want a refund!

heidbuttsupper · 27/03/2020 18:03

Me too @GooniesForever it is so frustrating! The call centre opens at 8am tomorrow so I am going to try call then, although I think they just have an automated message on now

GooniesForever · 27/03/2020 18:08

Whenever I phoned it just cut off, it didn't even ring!

stanski · 27/03/2020 18:11

My refund was processed last week Monday and it said it can take 7 days. It's been 11 and no sign of it.

Aragog · 27/03/2020 18:21

Our outward and inbound flights are now cancelled too.

No way of connecting them at all.

Website and app have no way of getting a refund.
They have turned off the Online Chat.
Yesterday the phone gave you a message then cut you off, today it just cuts you off with a busy tone.
They aren't replying to Twitter or Facebook messages or tweets.

Dh tried to phone our Credit Card company today but they were really busy too. Plus I don't think we will qualify as the tickets were less than £100 per person.

I could try my Travel Insurance. They say to ty the airline first. From what I can see I am covered, but will lose £60 excess.

I don't want to change my flights really - its a faff to do when you look. The prices have increased. I have no idea where and when I want to go. We were going for DD's 18th birthday. After the summer she will be living elsewhere at university and with different half terms and holidays to us.

I don't fancy a voucher as I am not 100% sure they will weather this storm and may just go bust at some point.

I want a refund.
Surely if they cancel I should be entitled to a full refund.

Aragog · 27/03/2020 18:24

And although it says request a voucher there appears to be no way to do that even online.

forkfun · 27/03/2020 18:26

Send them a letter if you can find an address. Signed in delivery. A lot cheaper and less frustrating than phoning.
Money saving expert has good examples of form letters for that sort of thing.

Aragog · 27/03/2020 18:27

They seem to have removed the Customer Service numbers too on their help page. They must be there somewhere but appear hidden.

I called it earlier so will add it here too so I have a place where it is written down: 0330 365 5000

TurquoiseDress · 27/03/2020 18:31

we're in the same boat with Easyjet, flights booked for a wedding in Spain early April, not even tried to get through to them on the phone.

Wedding predictably postponed.

Ideally would like a refund but understand they would obviously prefer to keep the money and put us on another flight at some point in the future.

Would like a refund, a voucher for the same amount would be ok ish as we'll mostly likely book with them again (presuming they do not go under!)