EasyJet has apologised for initially refusing to refund two prospects for a cancelled flight from Newcastle International Airport, even after the low price airline introduced it was stopping worldwide flights there.
When Paul Stevens tried to get the £394 he and spouse Julie paid for sunshine journey to Corfu subsequent June they had been initially informed by way of e-mail: “I’m sorry however as your flight has not been cancelled, you aren’t eligible for a refund.”
It was information to the couple from Washington, Tyne and Wear. They solely utilized for a refund after easyJet stated it would now not be working worldwide flights from Newcastle after October 2020.
Paul went onto the easyJet web site to double test and located that there have been two doable locations from Newcastle for 2021 – Belfast International and Bristol.
He stated: “Why did the one who despatched me the message inform me my flight wasn’t cancelled? Was she or he merely unaware of what his or her employer was doing in Newcastle? If so, that is very poor customer support.
“Let’s be brutally sincere, the second sentence of their response was unfaithful, and is both attributable to ignorance or falsehood.”
When he contacted the corporate once more he acquired no response so he turned to Chronicle Live.
Paul stated that it wasn’t a lot about getting the cash again as elevating the difficulty in case different easyJet prospects had discovered themselves in the identical state of affairs.
He stated: “I’m fortunate in that I’m retired, and the affect of the pandemic on my spouse and I has been restricted to not having the ability to socialise with buddies – and never having a overseas vacation this 12 months. I’ve not been impacted financially.
“There is perhaps individuals who had flights booked with easyJet for subsequent 12 months who’ve suffered monetary hardship throughout this pandemic, and who might most likely make good use of the cash they’re owed. To delay reimbursement on this approach is scandalous.”
A spokesperson for easyJet stated: “We are sorry that this buyer was incorrectly knowledgeable of their choices. Our staff are in contact with the client to apologise for the error and supply a full refund their flights.
“Following the choice shut its Newcastle base, a cancellation programme of affected flights has been underway and cancellations up till March 2021 have been accomplished.
“We proceed the rolling programme of cancellations and are speaking instantly with affected prospects.
“We would really like to reassure prospects we’re contacting these whose flights are impacted with clear steerage on their choices which embrace switching to one other flight freed from cost, receiving a voucher or a refund – this contains for these passengers who make contact with us earlier than their flights have been cancelled.”