This EasyJet refund victory was published by the Isle of Man local press on 30 September 2016, which could have been lifted straight out of my book.

BACKGROUND

This well-known media figure refused to be fobbed off and ignored by EasyJet and asked for proof to evidence EasyJet’s claims that the flight was cancelled due to earlier Air Traffic Control delays. EasyJet couldn’t (and wouldn’t) provide proof, so this individual presented EasyJet with a threat of legal action and a Small Claim as a last resort.

ACTION

This is a clear breach of contract under the Consumer Rights Act 2015. The customer gave EasyJet the opportunity to do the right thing, which they refused. Airlines are notorious for fobbing customers off with legalese jargon or simply ignoring legitimate claims, which is reflected in the Which? Annual Customer Survey results that are released each August. Most of the airlines prop the table up, with the odd exception such as Jet2 who have won awards for their exemplary customer service.

I have spoken about the importance of great customer service, and any firm that does not deliver exemplary customer service will struggle to have a long term future. Thomas Cook has learnt that the hard way, which I found out when a family shared their story about a child being electrocuted in Greece.

RESULT

EasyJet caved in and settled the claim.

Airlines will usually settle out of Court rather than risk adverse publicity and having a precedent set. The Courts tend to favour the underdog in these circumstances. Nevertheless, passengers should not have to fight tooth and nail to get what they are legally entitled to.

This is an interesting read and a text book result.

Have you had any bad experiences with EasyJet and other airlines?

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