EasyJet has issued a crucial update for all passengers regarding the processing of compensation claims for delayed flights, clarifying a '28-day rule' that applies universally to customers. The European airline shared this alert in response to a passenger inquiry on social media, highlighting the timeframe for responses from its claims department.
Social Media Inquiry Sparks Clarification
A passenger named Valeri Araviashvili contacted EasyJet via X, seeking an update on a claim for flight EZY2650 from Tbilisi to London. Valeri explained that the flight was diverted to Milan due to crew hour limitations, resulting in an arrival delay of over three hours. In the post, Valeri wrote: "Hi @EasyJet, I’ve submitted a claim for flight EZY2650 (Tbilisi–London). We were diverted to Milan due to crew hours and arrived over three hours late. Would really appreciate a quick update on this, thank you!"
Official Response from EasyJet
An EasyJet employee named Afika responded to Valeri, providing clear guidance on the claims process. Afika stated: "Hi Valeri. I'm sorry to learn that your flight diverted and arrived over three hours late. Please note that the claims department aim to respond to claims within 28 days after the claim has been submitted. Thanks, Afika." This response underscores the airline's commitment to addressing passenger concerns within a specified period, though it may involve a wait of nearly a month.
Compensation Eligibility and Voucher Details
According to EasyJet's official website, passengers may be entitled to compensation if their flight is delayed or cancelled. The amount of compensation depends on the length of the delay. For instance, if a flight is delayed by two hours on routes up to 1500km, such as London to Zurich, passengers are eligible for refreshment vouchers valued at £6 or €9. For delays of three hours on longer routes over 1500km, like London to Dubrovnik, similar vouchers are provided.
Important Note: If EasyJet is unable to issue vouchers directly, passengers can seek reimbursement up to the same amount by submitting appropriate receipts. This policy ensures flexibility in addressing passenger needs during disruptions.
Extended Delay Scenarios
For delays exceeding five hours, different rules apply. Passengers have the option to request a full refund or reschedule their flights to a later date, subject to seat availability. EasyJet advises: "If the delay is longer than five hours you can change your flights for a later date subject to seats being available. Alternatively, you can cancel your delayed flight and apply for a full refund. To cancel or change your flight please speak to our Ground Crew in the airport or contact our Customer Service team."
Additionally, if a delay necessitates an overnight stay, EasyJet's ground crew will arrange accommodation for affected passengers. This measure aims to minimise inconvenience and ensure passenger comfort during extended disruptions.
Implications for Passengers
This clarification of the 28-day rule is significant for all EasyJet passengers, as it sets clear expectations for the claims process. While the airline strives to handle claims efficiently, passengers should be prepared for a potential wait of up to four weeks for a response. Understanding these timelines can help manage frustrations and plan accordingly when seeking compensation for flight delays.
Passengers are encouraged to review EasyJet's policies on their website and contact customer service for any specific queries regarding their claims or flight disruptions.
