EasyJet passenger's three-month refund battle after Malaga flight chaos
A British holidaymaker has recounted a distressing ordeal involving a cancelled easyJet flight from Malaga to London Gatwick, sparking a protracted three-month struggle to secure a refund. The passenger, identified only as Emily to protect her privacy, was scheduled to travel on flight EZY8072 on October 5, 2025, with a planned departure time of 5pm.
Speaking exclusively to the Daily Mail, Emily described a scene of mounting confusion and frustration at Malaga airport. She reported that easyJet staff began boarding the aircraft approximately one hour after the scheduled departure, without providing any clear updates regarding the delay to passengers.
Chaos and conflicting instructions
'We then stood and waited to board only to be told we weren't able to and would have to go back into the airport,' Emily explained. 'Chaos ensued and the staff informed all passengers over one hour late that the flight was cancelled and to "book any flight you can".'
Acting on this advice, many travellers, including Emily and her friends, hastily arranged alternative travel. However, they were subsequently informed that the original flight had not been cancelled but was instead severely delayed until 2am due to a technical problem with the aircraft.
Emily told the newspaper: 'We were sitting and waiting with absolutely no news, no idea what's happening except that something was wrong with the plane. After a long time they announced on the tannoy that the flight was delayed and then cancelled. The lady working on the desk said to "book whatever you can". Everyone was hysterical.'
Costly rebooking and initial assurances
Faced with limited options, Emily's group booked onto a British Airways flight departing around 8pm, destined for London Heathrow as no Gatwick services were available. They were assured by easyJet staff at the airport that they would receive a full refund for their new tickets.
'We went to the front to check we'd get the money back. They said, "not a problem, just complain when you're back,"' Emily stated.
On October 6, the group formally submitted a complaint seeking compensation. To their dismay, this was rejected on the grounds that they had not taken the original flight, despite having been explicitly told it was cancelled and instructed to rebook by easyJet personnel.
Persistent bureaucratic hurdles
The situation descended into a frustrating cycle of correspondence. Emily and her friends issued another complaint, repeatedly sending the same explanations and receipts for their alternative bookings over several rounds. Emily revealed she was asked to provide her details on five separate occasions by easyJet's customer service team.
By January 5, 2026, with no resolution in sight, Emily sent a firm ultimatum to the airline: 'We have been emailing trying to get our refund since October 2025. That's almost three months ago, this is outrageous and needs to be dealt with this week. Failing which we will be taking legal action.'
Resolution following media intervention
It was only after Emily sought assistance from the Daily Mail that easyJet confirmed it would reimburse her for the cost of the alternative flights 'as a gesture of goodwill'. The airline also stated it would provide the compensation owed under regulations.
In an official statement, easyJet said: 'We are sorry for this passenger's experience when her flight from Malaga to London Gatwick was delayed due to an aircraft technical issue. We did all we could to minimise the impact of the delay, providing updates and refreshments in the terminal as well as options to rebook alternative easyJet flights or a refund in line with regulations.'
The statement continued: 'We are very sorry for any confusion caused by communications at the airport and have raised this with our ground handling partner as this is not the level of support we expect for our customers. Following [Emily]'s feedback on her experience, we have reimbursed her alternative flights as a gesture of goodwill and are providing the compensation she is due. We take our customer responsibilities seriously and will always pay compensation when it is due.'
This case highlights the significant challenges passengers can face when navigating airline refund policies following operational disruptions, underscoring the importance of clear communication and efficient customer service processes in the travel industry.
