“I lost £ 880 because Easyjet and Gatwick are fighting over who is to blame”

“I lost £ 880 because Easyjet and Gatwick are fighting over who is to blame”

easyjet gatwick flight travel chaos

easyjet gatwick flight travel chaos

Passengers are denied hundreds of pounds in compensation for delayed and canceled flights involved in a game of blame between airlines and airports.

Other customers have been ignored and left on hold for months despite making more claims in lieu of ruined family vacations and trips of a lifetime.

British airports plunged into chaos at the start of the Easter holidays and have yet to recover. Passengers waited for hours at airports only to see the flight canceled at the last minute and in some cases got stuck overseas. But the airlines were not available with the compensation.

Cancellations, charges and fees accounted for 90% of airline refund problems in June and July, according to the Resolver complaints website. Nearly 40,000 such complaints have been submitted to the service in the last year, including over 600 in the first three days of this month alone.

But many customers have found themselves “caught in the crossfire between the airport and the airline,” warned Which? ‘S Guy Hobbs.

Mr. Hobbs said: “Too often neither party takes responsibility for delays and cancellations and passengers lose money or find themselves chasing compensation through the courts.”

Easyjet flight Nice France - John Harper / Moment RF

Easyjet flight Nice France – John Harper / Moment RF

In May this year, Andres Korin, 41, was boarding an easyJet flight to Nice, France after a three-hour delay at the airport. But while he and his family were in line on the airlift, the flight was canceled.

“People had already boarded the plane and sat down when they canceled it. Nobody was able to get a direct answer from easyJet as to what was happening, “said Korin.

They arrived 24 hours after a software error forced the airline to cancel around 200 flights across the country, for which it had encouraged passengers to seek compensation in line with standard regulations.

The family postponed the holiday and easyJet issued a refund along with the payment of £ 76 compensation to cover the cost of a taxi back from the airport.

But Mr Korin’s claim for compensation of £ 880 – £ 220 per family member booked on the flight – was rejected by easyJet, which blamed the fiasco for an “extraordinary event” beyond its control. The airline said the delay and cancellation had been the result of air traffic control issues at Gatwick, for which it was not required to pay compensation.

An easyJet spokesperson said: “We are sorry that Mr. Korin’s flight was canceled due to delays caused by air traffic control restrictions, which resulted in our crew reaching the maximum regulated working hours for safety. .

“While this was beyond our control, we would like to apologize to customers for the inconvenience caused.”

But when The Telegraph approached Gatwick Airport, a spokesperson said air traffic control restrictions were in effect only for flights arriving for two short periods that day.

He added: “The impact on flights was considered low, so it would be surprising if this was the main cause of this canceled flight.”

It is a stalemate where thousands of passengers are caught in the middle of each year. Travelers can claim compensation once a flight has been delayed for more than three hours or canceled at short notice, but only if it was caused by an issue under the control of the airline, such as technical problems and wear and tear on the plane.

But in the event of an “extraordinary event”, such as safety, natural disasters and air traffic control problems, the airline is exonerated from liability and customers have no possibility of compensation.

Frank Brehany, a consumer rights expert, said: “The ‘extraordinary circumstances’ excuse is not designed to provide cover for any reason: the purpose of the defense is to cover up events that could not be seen or predicted.”

Passengers say airlines have added insult to injury by ignoring their compensation claims for months. Mr. Korin said he chased easyJet after 45 days for a response, despite the airline’s terms and conditions stating that he would respond within 28 days.

Mr. Hobbs said the Civil Aviation Authority, the regulatory authority, needed stronger powers and a new ombudsman was needed to mediate disputes.

Leave a Reply

Your email address will not be published.