A family planning their wedding faced devastating news when their two-year-old daughter was diagnosed with an aggressive grade 4 brain tumour, requiring immediate life-saving surgeries. Amid the grief, they found compassion from most companies, but not from EasyJet.
The Situation
The family had booked flights totaling £4,000 for 14 guests to attend a stag do. After the diagnosis, the best man requested a credit note to postpone the flights, but EasyJet refused, offering only a voucher for the patient's fare and a refund of the tax for others, arguing the rest could still travel.
EasyJet's Policy
EasyJet's 'compassionate serious illness policy' only applies when a passenger on the booking is the patient. For others, only a fee-based change is possible. The airline initially declined to make an exception, causing additional stress to the family.
Resolution
After the Guardian intervened, EasyJet reconsidered and issued full refunds to all passengers, citing 'exceptional circumstances.' The airline did not respond to a suggestion to clarify its policy in the terms and conditions.
Travel insurance is typically the route for illness-related cancellations, but in this case, the excess was significant, and payouts were uncertain.
