And without this credit they would go under and all the benefits of flying that have built up over the years due to easyJet and the like would be gone. I'd rather extend them some credit than watch them go under - although I would like at least a little bit of interest. :)

Agree. I would rather have Easyjet continue to fly than some other ones around.

Isn't that what the government is for? Bail them out, take a stake in the company, and the taxpayers share the risk. While, as a taxpayer, you may have a small part of that risk, it is not disproportionately on you.

Many carriers are offering a 20% or fixed amount premium for those accepting a credit when they could have a refund. That becomes more appealing.

Getting too near OMNI territory, but no, in general government should not be involved and taxpayers should not share the risk. Even in these unusual times, government intervention should be a last resort and one of the steps could be laws allowing vouchers to be offered rather than cash.

An uplift as you describe to make the voucher more palatable won't suit everyone, but is a good approach for many as long as it isn't abused by price hikes down the line.

It looks like Amex UK have removed the option to dispute transactions. I don't see that link any longer.

Additionally, as someone pointed out earlier, Easyjet have disputed all chargeback requests so Amex have reopened all 4 cases in my account.

In late February booked April flights.

Got an e-mail from EasyJet 16 March telling me that flights had been canceled, and offering to refund.

Went on line 19 March and asked (by clicking buttons, not by talking to anyone) for a refund. Seemed to work, as I got an e-mail saying that I would be reimbursed within seven (7) business days.

With generous counting, that would have been by 31 March (at the latest). But did not get any reimbursement. So, after reading this thread, on Saturday I asked for charge back with Chase (had booked with Chase Hyatt Visa). They (Chase) immediately responded that a provisional charge back would be issues and, indeed, this morning, Chase credited the money back to my account.

Will now wait to see what EasyJet does, but I do have the e-mail from EasyJet promising the reimbursement, so I'd like to think that I shall be fighting this battle while holding the high ground.

I can still see the link on my account (Amex Platinum).

This process, Easyjet is using, is called representment. Your bank just has to chargeback that representment again.
Since Easyjet has not delivered the service, Easyjet should loose out in the end.

Going forward -- and after the CEO's email about how all April flights are cancelled -- if EasyJet contests the chargebacks with regard to these April flights, that would be very bad faith on their part. I hope we don't see that.

It is important when submitting a chargeback request, to document it in a way it cannot be refuted (even if contested). Do everything in writing and keep screen shots of webforms and the like. If, for some reason, a conversation is required, write a detailed memo contemporaneously and show the date & time of the call and of your writing.

At a minimum, provide:
1. Copy of your e-ticket receipt showing the routing, flights, and e-ticket number.
2. Copy of cancellation (screen shot if need be)
3. Copy of your request for a reimbursement.
4. Copy of carrier's commitment to reimburse (if given).

Do you think the CEO's email will qualify for 2? My flight is not listed as cancelled, but I received the CEO's email saying it (and all April flights) will not fly.
For 3, I see no way on the site to submit this request. Is there a hidden email address somewhere?
Again with 4, do you think the CEO's email qualifies?

I would just use the customer service email from the website: customer.support@easyJet. You may or may not hear something back, but all you can do is make the request.

These are excellent points. In retrospect, I wish I had taken screen shots for point 3, since my request was essentially by pushing a button that they presented to me. However, I do have 4 (as well as 1 and 2), and there is a sense in which 4 implies 3.

When I submitted the charge back request to Chase, I wanted to give them the e-mails (or *.pdf files thereof) for points 1, 2, and 4; but the Chase on-line mechanism did not (does not) have a place to attach files. They did have a box for comments, so I wrote down the sequence of dates corresponding to what I posted here. I will be ready to send Chase this information if and when they get back to me.

Anyhow, thanks for your earlier recommendation (up-thread) to file the charge back request. I would have kept waiting otherwise.

Try this


1.Login to Amex uk on an internet browser (not the app)
2. From the dropdown menu navigate to Account Home or Home 》》》Statement》》》Your card activity

You can then see your

Dispute activity ( unsubmitted /open/ closed )

And also look at all the charges to your account.

If you have a concern about a charge then click on that and select the option of 'have a question about this charge )

Thanks. I just sent the refund request to that address. If nothing else, I can show Chase that I submitted a refund request but received no refund.

If Chase wants the collateral documents, it will send you a request with a UI to upload the materials.

Err I know how to access that link :)

I checked with Amex and the link was inaccessible for a few hours due to website 'maintenance' so I assume I accessed the site during that downtime.
The link was back up in a couple of hours so all good.

I have just had a cancellation email for my flight in a weeks time (15th). They haven't cancelled my return flight on the 17th (yet)...

Only option on their website is to apply for a voucher.

That's it for me -- I'm going to dispute the charge with Chase. easyJet is dragging its feet. I get why they're doing that, and perhaps they'll get why I'm not gonna wait for the refund option.

ETA: Very nice agent at Chase USA. She issued temporary credit for my charge. easyJet now has 30 days to contest it. If they do, then Chase will get back to me to ask for supporting materials. If easyJet contests this charge, that would be very bad faith on their part. Their CEO said my flight and all April flights are cancelled. There is no basis for them to keep my money -- they are legally obligated to refund it, and not whenever they feel like doing so.

EZY seem to have updated their site - now they have a "Help-HUB" - there finally they state some policy

"We are currently cancelling our flights on a seven-day rolling basis to manage the number of contacts going to our Customer Service Team. This ensures that we’re able to help and support our customers as best we can. As your flight hasn’t been cancelled yet, you can do the following:
Change your flight
You can switch onto any flight at any time with no change fees. You can also change your flight as many times as you’d like, to any route, for any date up to March ’21.
Change your flight >Hold onto your flight

Alternatively, hold on until your flight has been cancelled and more options will become available for you."

and elsewhere

3. Request for a refund

We understand that you may prefer a refund. Currently, it’s only possible to request a refund by contacting our Customer Service Team on 0330 365 5000. Unfortunately, they are very busy at the moment, so many customers are enduring long waits on hold - we’re sorry for that. You have up to 12 months to request a refund and we’re working hard on getting an online request form live. So, if you can wait, we’d encourage you to check back here at a later time.

Of course they are lying, because customers don't end up with long waits, but simply the machine hangs up on them.

I have sent customer service a letter requesting a refund, not that I expect ever to see an answer to that, more so to document towards AX that I was in touch with the vendor before asking for a chargeback.

This is all one needs to do. In fact, it is far better to send one's request for a refund in writing, noting that the flight has been cancelled. Keep a copy, screenshot or whatever. Just wait 7 days and then file a chargeback on the 8th.

That's the sort of BS that led me to dispute the charge with Chase. Like other airlines, easyJet chooses not to make getting the refund due by law easy. Simply give the refund option online and there would be no need for anyone to call your customer service team. This is a delay tactic, and for that easyJet, you will have Chase to deal with.

https://www.flyertalk.com/forum/undefinedNot strictly true. A chargeback is bank-to-bank, not customer to vendor. Easyjet will be dealing with their bank (who I assume isn't Chase) who has the authority to accept or decline the chargeback request within the framework provided by Visa or Mastercard. That's why chargebacks work when a company goes into liquidation.

Sorry, perhaps I'm just being a bit pedantic ;)

While banks may ultimately process a chargeback when the passenger has failed to make a refund request to the carrier, that is risky. EZY supplies an email and one should simply email a short email to [email protected]. The email should provide the booking reference, the fact that EZY has cancelled one or more of the flights and that the passenger elects a refund to the original form of payment under EC 261/2004.

The Regulation provides 7 days for the carrier to initiate the refund. On the 8th day, one should initiate a chargeback and provide a copy of the cancellation request and the fact that no response has been received.

It may well be that some banks choose to process these and that neither EZY nor its merchant acquirer (bank) bother to object because it will ultimately be liable, but on the other hand, failing to make the request leaves the carrier and its bank an out.

Often1, I sent an email to the customer service address with all of the details, requesting a refund. No response. It’s now more than seven days, so they are in violation of EU law and have no basis to contest my charge dispute.

Which is the key. Those who fail to take the step of making the request to the vendor, e.g. air carrier, may find their chargebacks and thus refunds even further denied. It may seem pointless to make the request via email, but it produces a time-stamped document.

Exactly my thinking. I didn't expect anything to come of that email. Indeed, I never even got a response.

My 24 April booking from Paris to Catania has now disappeared from the system. I had previously checked in, but now there is nothing there, and I have received no email from easyJet about my options. I still have received no response to my email from 9 April requesting a refund.

I have some sympathy for the airlines in this very difficult situation, but this is no way to treat your customers. If airlines want to play games like this, then they cannot fairly complain when customers go straight to their credit card banks and dispute charges for cancelled or rescheduled flights.

They seem to be doing a rolling 7 day advance cancellation now. As you've already requested the refund, I think a chargeback is the only option. Maybe try phoning at least once as further proof that you can't get through?

I'm waiting for my 1st May - 3rd May flights to be cancelled. When they are, I'll try getting through to Flight Club, then email, then chargeback.

On a happier note, Easyjet are extending Easyjet Plus subscriptions by 3 months,.

I sent an email to the only email address I could find. No response. I think that will be good enough for Chase if easyJet contests this.

When I clicked through the confounding maze of snipe huntlike options for my cancelled flights I was eventually confronted with a form with which to request a refund. After some time, I received an email that stated "Dear Customer,

Thank you for contacting us and for submitting a refund request.

We are working hard to process your request as quickly as possible. Due to the exceptionally high volumes currently being processed as a result of the Covid-19 pandemic, we will try our best to complete your request within 28 days following submission. Please do not contact us regarding a previous request unless it has been more than 90 days since you made your original submission.

Thank you again for your patience and understanding.

Kind regards,

easyJet Customer Services"

I guess that is some form of progress

I think that pretty well sums up the situation. They are committing to try to respond to you 28 days* later, but leave them alone for at least 90 days if they ignore you. Translation: if you want your money back, dispute the charge with your credit card bank.

* Maybe 28 days wasn't a good number in this dire situation.


https://cimg8.ibsrv.net/gimg/www.fly...1e30c41dd.jpeg

It's good that you can now request the refund online. I just did my request and received the same email as you. Let's hope it's closer to 28 days than 90 :)

"After some time..." How long, in your experience? I made the refund request on the form around 15:00 today, no acknowledgement yet.

Correct.

Just remember that one must make the effort to obtain a refund from the merchant vendor. Keep everything in writing, so that you can submit a package in support of your chargeback which is self-explanatory. Include your e-ticket receipt, the notice of cancellation / screenshot, your request for a refund and either denial or a note that you have not heard back.

The Regulation requires a refund be initiated within 7 days. Thus, wait until the 8th day for the chargeback.

It's been 16 days since my charge dispute with Chase. No word from Chase on any challenge from easyJet. They have until May 8 to challenge.

The acknowledgement arrived around 04:00, just over 12 hours since submission of the request - so not too bad. "we will try our best to complete your request within 28 days following submission". Hmm, we'll see...

Don't forget the don't bother us for at least 90 days part. They don't promise anything after 90 days but maybe it's something like...

After 90 days, we will again try our best to to refund your money, and within 56 days. Please wait 180 days before submitting a third refund request. After 356 days have lapsed from your initial refund request, you will be entitled to an immediate refund. We will then try our best to process your immediate refund entitlement within 28 days.

I have two one way bookings, EDI to VCE and VRN to EDI which I'm trying change to x2 return bookings in 2021, this is so that I can maximise the return on what I've spent. But I don't have the ability on the change flight option to add a return? Is this not possible? I'm sure calling them will be out at the moment so may have to wait a while if this is possible at all.