Easyjet Refund Frustrations
 

Last month I was caught up in the French ATC strike and had a LTN-BCN flight on Easyjet cancelled. The rep at the airport suggested that I book a new ticket on another airline and I would be reimbursed. I booked an expensive last minute flight on BA and submitted all receipts to Easyjet.

A week later I received an email response saying that my full refund had been processed and I would receive reimbursement back to my card. As I have not yet seen anything post to my account I have been following-up by phone over the last week and was told that the refund had been "denied by the finance department" with no reason given but told I would receive a call back or email soon. I've now contacted them 4 times and have not yet beenbeen given an explanation only that the issue has been escalated.

Anybody have any idea on how to get a response out of these guys?

You could write an email to easyJet's CEO, Ms Caroline McCall - caroline [dot] mccall [at] easyjet [dot] com. Obviously she won't answer it personally!

Or write a letter to easyJet's headquarters, the address is:
easyJet, Hangar 89, London Luton Airport, Luton, Bedfordshire, LU2 9PF, England.

If you use Twitter you could try contacting them via @easyJet, though don't post anything personal (name, booking ref etc), only do that via Direct Message if they invite you to do so.

Thanks, I've been trying the Twitter angle and have been told by DM that it goes beyond their abilities but I should receive an email (waiting for a week now). Will try the CEO email to see what happens.

I take it that you mean that U2 committed to refund the value of the U2 ticket, not that U2 would cover the cost of the BA ticket.

If so and you paid with a Canadian CC (you show a YYC location), why not simply dispute the charge for the U2 ticket with your CC issuer, noting that U2 failed to operate the flight. The reason is irrelevant. This isn't a blame or fault issue. The flight simply did not operate.

U2 committed to refund the value of the BA ticket. I have an email from their customer service team stating as much and another confirming that my refund had been issued. They are now backtracking but have not explained why - just that their finance department denied it with no explanation. I'm not sure how binding their emails are but I'm tempted to make a formal complaint to the UK CAA giving them as documentation.

First email as follows (grammar is questionable):

2nd email (after submitting receipts)

I must say that you are the luckiest person I have ever met as U2 had no obligation to pick up the cost of the BA ticket. But, having agreed to do so, you could do one of two things:

First, you could initiate a chargeback for the original U2 ticket simply on the grounds that U2 cancelled and did not provide the service. I have no idea what the difference between the U2 and BA ticket amounted to, but if it was not much, perhaps that satisfies you in order to end things.

Second, you could initiate a claim against U2. You are not a UK resident (I presume this from your profile), so you cannot use the expedited and online MCOL process. But, you may still use a relatively simple process and I would note that courts use telephonic hearings and the like, so it is not as though, if U2 really insisted on a trial, that you would have to fly to the UK to handle your case.

I presume that if you file your case and attach the two emails and note that nonetheless, you have never been credited your funds, someone at U2 will choose not to throw more money at something which it presumably intended to end at the counter a good while ago.