EasyJet refund

[TheElvesHaveGoneTooFar]

Not an AIBU as such, but I'm after some advice.

I bought EasyJet flights for a friend and me. I booked 26kg hold luggage for my friend and extra carry on for me. She paid me for her share. Shortly before we were due to fly, my friend could no longer travel due to health reasons (not based on doctor's advice so therefore couldn't claim full refund).

Instead, I tried to use the total sum of the flights and transfer to a new destination so that I could go away on my own. (My friend was fine with me using her share to do this.) The website wouldn't let me so I ended up speaking to someone on the web chat to assist. I was told I'd need to cancel my friend's flight, which I did. I assumed the 26kg hold luggage was cancelled as well as it was booked on my friend's ticket, not mine.

I transferred my flight but needed hold luggage (as previously I only had carry on and the new destination required extra clothing) so asked the webchat assistant how I could buy some. She did not say anything about the 26kg previously purchased but sent me a link to buy 23kg of hold luggage. After I purchased this, she sent me a confirmation email showing I had 49kg of hold luggage! (26kg from the initial purchase plus 23kg I had just bought). I told her if I'd known the 26kg was still available I wouldn't have bought another 23kg but we just went round in circles.

I ended up phoning easyJet straight after to get it sorted but they told me they don't do refunds.

I emailed them explaining that the webchat conversation was unclear and I was unaware I still had the 26kg of luggage.

I received an email back again stating their no refund policy.

My question is, is there a 14 day cooling off period in consumer law and does it apply in this situation?

Has anyone had any luck getting a refund for luggage ?

Sorry for the long post but thanks for reading if you're still here!

I believe there’s no legal right to a refund unless it’s a fault by the vendor that can be fully proven. I may be wrong, though.

I’m pretty sure flights and accommodation are exempt from the legal cooling off.

I’m aware of a few airlines who allow you to cancel
within 24 hours of making the booking, but cancellation is complicated in your situation and you’ll likely lose money.

Our flight was cancelled in Covid and we had the book with another airline. Easyjet refused to refund us and instead gave us a credit note. We had no luck whatsoever getting a refund despite many attempts to contact various people, so in the end we used the credit note to book another flight. It has put me off using Easyjet to be honest. Sorry not helpful but they are rubbish!

Did you pay on a credit card? You can do a chargeback if so and you have proof of the converstaions. Good luck!

It depends on what you have in writing. You said the large suitcase was under your friend’s name. But in most airlines, unlike carry on luggage, hold luggage is linked to the entire party, not one person, so it makes sense to me that the bag wasn’t cancelled when your friend’s ticket was. What does the cancellation email say?

I think you're in the wrong sorry

I hope you’ve kept screenshots of the webchat, and paid via credit card, in which case reject it via chargeback/section 75.

A chargeback or s75 would not cover this as the terms and conditions state the service is non-refundable and there’s no written confirmation the original luggage was cancelled

@TheElvesHaveGoneTooFar @BeckiBoBecki

IMHO you have done well to get so far. With another budget airline you get no refunds at all normally. People have tried chargeback or Section 75 and are then banned from travel for life!

If you have been dealing [at least in part] by telephone there would be no cooling off period I suspect

Thank you all for your replies.

I paid by debit card.

When I booked the tickets online I did mine first and then my friend's, but it was all on one payment. I remember adding the hold luggage when I booked my friend's ticket so I thought it would be linked to their ticket as opposed to the booking as a whole.

I think I will have to suck it up as a lesson learned!

Thats so bad, I'm sorry :(

Depends on your country.

Canada you have 24 hours, no fees. But you would have to cancel the whole trip.

And if they didn’t have a Canadian website or destination. (I don’t recall easy jet) you couldn’t hold them to that.

I think you will have to suck it up, as you say, but its just the same old same old, isn't it. Whereas we could have good recommendable customer service, we have money grabbing, non refundable, computer says no faceless companies that give us "cheaper" services - never, ever better.