A couple who booked a £1,070-a-week wellness retreat in Crete through easyJet Holidays discovered that the advertised spa, gym, and fitness classes were not on-site but at a sister hotel that was closed for refurbishment. The alternatives offered were at two other hotels an hour's round trip away, requiring separate trips for each partner.
What Happened
The couple booked the Vasia Sea Retreat in Sissi, Crete, specifically for its spa and gym facilities. The husband needed the gym for rehabilitation from a serious knee injury, while his wife wanted pool and pilates classes. Upon arrival, they found no spa, gym, or fitness classes at the retreat. EasyJet had continued to advertise the non-existent facilities for two weeks after the couple complained.
Compensation Offered
EasyJet initially offered a 10% refund of £107 for “frustration,” then increased it to £160 as a “full and final offer.” After the couple cited the Package Travel and Linked Travel Arrangements Regulations 2018, which entitle travellers to compensation for materially different holidays, easyJet raised the compensation to £500. The regulations also allow claims for “loss of enjoyment” if promised attractions fail to materialise.
EasyJet's Response
An easyJet Holidays spokesperson said: “We are committed to working closely with our hotel partners to ensure facility information is clear and accurate. We have since updated our website to make it explicit that the spa and fitness facilities are located at Vasia Resort and Spa, which is open.”
Consumer Advice
Under the Package Travel Regulations, holidaymakers are entitled to compensation for a holiday that is materially different from what was advertised. This includes the difference in value and loss of enjoyment. Consumers should document discrepancies and complain promptly, citing the regulations if necessary.
