EasyJet has been criticised for refusing to honour a promised £472 refund after a technical fault left a passenger stranded. The passenger, who had a flight to Budapest last July, was denied boarding at Gatwick due to an air traffic control outage that forced the airline to substitute a smaller aircraft, leaving 35 passengers unable to board.
Staff advised the passenger to book an alternative flight and claim the cost via EasyJet's website. The passenger booked a British Airways flight for £472. However, EasyJet subsequently refused the refund, initially denying the plane had been downgraded, then citing that the booking was made through a third party, and later claiming the passenger was a no-show.
After intervention from a consumer champion, EasyJet changed its stance and promised the refund four months after the claim was lodged. However, the refund took another month to arrive, as the airline demanded proof of payment for the ticket booked through a travel agent.
The passenger criticised EasyJet's inflexible system and indifferent staff. A spokesperson for EasyJet said the airline apologises for the delay and has now processed the refund. The incident highlights ongoing issues with airline compensation following technical disruptions.
