EasyJet

[Rainandclouds]

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?

We’re the same. Flight cancelled but no way to contact them to get refund. I think they are trying to hold onto everyone’s money as long as possible. The only option is to keep calling in the hope of getting through but as they have cut every other line of communication that will be a nightmare. My big fear is that they will go bust shortly.

Has anyone been successful via their Credit Card company?

That's a good idea about trying credit card @Aragog

Well at least it wasn’t just me! I think I have requested a voucher so hopefully that works. A refund would have been better though

Yes more restricted phone hours(8-5) and no contact form or online chat. Will try again tomorrow as it is less than 72 hours before the flight. Same issue here with only transfer or voucher available online. We booked via expedia but no joy speaking to them yet and website directs us to airline.

We're in the same boat (plane) .
Flights cancelled and absolutely no interest in refunding money. Can understand why thay don't want to, but I'm less likely to want to to use them again if they survive this.

My flight was cancelled 10 days ago. I requested a refund through the website. Also still waiting.

ok am going to contact my credit card provider in the morning.

also going to find a letter template from moneysavirngexpert or similar and do a letter- recorded delivery (if post office is still opening)

Are sure there are many others in the same situation!

If its any comfort, RyanAir are no better. My ds is getting nowhere for his flight on 18th
Travel insurance say to claim from the airline as flights were cancelled. RyanAir uncontactable. Hotel ignoring e-mails.

A friend of mine were due to fly with RyanAir a week after us and there flight was cancelled a week back. They had an immediate option for refund via the website.

We had issues with flights that Easyjet cancelled due to an air traffic control issue in our destination country several years ago. They behaved like absolute shysters. If you transfer your booking to cheaper flights, you will not get the difference back and they give you the run around for weeks before they cough up even a fraction of your related costs.

Easyjet call centre is meant to open at 8am, tried bang on 8 and just getting an engaged tone rather than an automated message. It's obvious they are making it difficult for people to get a refund. I will keep trying to call.

@heidbuttsupper

I have been trying since around 8.30, it's just an engaged tone, am now through to the message bit...

Just getting the busy tone - three of four times and then it cuts out.

Have abandoned trying to call them. Have emailed my request for a full refund for cancelled flight next weekend. That at least gives you a record of having contacted them further down the line. Am going to try credit card but recall they can only ask for a chargeback after the company have failed to refund after a certain period of time (is we have to give easyJet the chance to pay)... Reg letter sounds good. I intend to do all I can, keep clear records and challenge it later if necessary through complaints or ombudsman-type thing if such exists. Wish they could just bloody refund though and don't forget it's your legal right. Good.luck all of you.

Ok helpful chat with credit card. Credit cards can't do anything until we've heard response from easyJet. Once they reply, for example refusing refund/only offering voucher, you can go to credit card. You have 540 days to do this! So they said log the request, sit tight and if response is no good, THEN they can request a chargeback. I'm afraid we're in for a long haul...

I wanted to add a Travel Industry perspective - I work for a big online travel company (not EasyJet). The reason you can't get through to call centres is likely that they are just swamped. We've seen about 300 to 500% increase in call volumes every day for the last 2 weeks, to the point where the phone systems struggle and can't even keep enough people on hold. We've trained anyone we can to answer the phones, but with sickness levels rising and restrictions on being able to get to call centres in tons of places globally, it's almost impossible to meet demand. Everyone has been working insane hours to help customers, but this is just unprecedented.

Most airlines are moving to 'future flight credit' now rather than cash refunds, presumably because cash reserves are dwindling. This means you'll be emailed a voucher at some point, and when you're ready to travel again, you can use the voucher. Most airlines make them valid for a year, so there's time.

As hard as this is, try to be patient and only hit the phones if you're less than 72 h from your flight time and you haven't heard anything back by then.

Thanks Kentish it's helpful to hear from someone in the know. But re. cash reserves it rankles a bit... A week ago EJ announced £174 million layout to shareholders so I think our cash refunds are peanuts... Many of us don't want flight credit for personal and financial reasons and are entitled to demand a refund, I understand...

Thanks @cactus2020 I am going to email them too and try credit card @KentishMama it's good to have inside information thank you but the majorty of us don't want a voucher. I won't be in a position to travel anytime soon and £500 is money that I really do need back

I'm in the same boat and would much prefer a cash refund for my own cancelled flights next month - but unless the flights were part of a package and are covered by EU package regulations, I don't think there is any way to insist on a refund.

The Credit Card route won't work @heidbuttsupper. Sadly, they will only intervene if the supplier is not offering anything at all. A voucher will be good enough from the Credit Card company's point of view.

Surely @KentishMama if other EJ customers got refunds, they should be available to all? It seems the refund option only vanished from the manage booking page this week.

I only tried for an hour or so this morning to try and get through on the phone to the easyjet helpline, understandably totally overwhelmed & no way of speaking with someone.

It's all very well transferring to a new set of flights...but it'll be the same situation a month or so down the line, trying to react to another cancelled flight.

The couple whose wedding has been postponed had hoped to do it later on this summer, but there is no availability at their chosen venue- understandable as it should be peak wedding season.

They may even just cancel and wait till next year...so there no specific date for us to move the flights.

It's tough for everyone, but I totally understand Easyjet customers who would prefer to have the money back in their pockets right now.

We also have flights booked for the May half term, who knows what will be going on then.

In total we have several hundred pounds worth of Easyjet flights, therefore trying to get on top of things now!

It seems the refund option only vanished from the manage booking page this week

yes there only options you can see online account are switch to another flight or request a voucher.

Never had a cancelled flight before so this is all new.

www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/
Maybe claiming through travel insurance is an option?

We will look at travel insurance if CC or EJ direct doesn't work. This we will lose £60 in excess.