Travel

easyJet passenger left facing £400 charge after Storm Dennis disrupts holiday plans


Desperate to make the most of their holiday, Wylie called customer services to try and switch to the Wednesday flight but was told this could come with a cost of up to £400.

According to reports, the customer service team responded to Ms Wylie explaining that she had already utilised her free transfer for her outbound and return flight.

“We have to ensure we allow everyone who was disrupted an equal opportunity to make the best selection at the time of their free change option,” a representative told her.

“If you would like to change your flight to the 19 February from Gatwick to Lanzarote, at the time of the call, the fare difference was £406 to change your four flights.”

In the end, Ms Wylie was transferred free of charge according to easyJet.

An easyJet spokesperson told express.co.uk: “We take our responsibilities under EU261 very seriously and offer re-routing options to customers in event of cancellations.

“We aim to do this within 24 hours but in times of significant disruption, such as this last weekend, this may not be possible and there may be some cases where this does not happen, as with Ms Wylie.

“If we are unable to do this, customers have the option to switch to another airline, take a train, bus or hire a car for which they would be reimbursed their reasonable expenses. Our website advises customers of this and provides guidance surrounding this.

“Ms Wylie was rebooked on the next available flight free of charge at the time of her flight’s cancellation.  

“We recognise that on occasion seats on an earlier flight could become available after a customer has already rebooked on an alternative flight.

“We are sorry for the frustration this has caused Ms Wylie and are reviewing our approach to customers transferring in these circumstances.”



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