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by Jörg Baach last modified Aug 25, 2006 11:05 AM
EU Regulations meet easyjet in real life

Today I had to write another email to easyjet to get some reimbursement
for my flight a while ago, which they managed to delay for 6 hours and
then to land on the wrong airport. Things like that can happen, but it
seems that the EU things that some rules should apply. I hope that
easyjet manages this case properly....



a while ago I took flight EBQ5B8G, which had a more than 5 hour delay,
and filled a reimbursemend, using the provided web form on the german
web site. I got an reply #E1313342, which promised an answer within 20
days, but the answer never arrived. On August 5th I mailed again to
remind of that case, but did not get any answer.

Today I called in and spoke to Natalie (extension 11600), who discussed
the case in a friendly way - we only did not come to a common conclusion.

My point is that EU Regulations state that I need to be reimbursed for
the flight costs:

To summarize:

Article 6
passengers shall be offered by the operating air carrier:
(iii) when the delay is at least five hours, the assistance specified in
Article 8(1)(a).

which is described as:

8(a) - reimbursement within seven days, by the means provided for in
Article 7(3), of the full cost of the ticket at the price at which it
was bought, for the part or parts of the journey not made, and for the
part or parts already made if the flight is no longer serving any
purpose in relation to the passenger's original travel plan, together
with, when relevant,

As I could not meet the business meeting that day which was the purpose
of the flight, due to the ca. 6 hours of dely, I see a) a delay of more
than five hours, b) the purpose of the flight not being serverd. From
that follows cleary you obligation for the reimbursement.

In my opinion I should also be reimbursed for the taxi costs from the
wrong airport (the flight ended in Stansted and not in Luton).

8(3). When, in the case where a town, city or region is served by
several airports, an operating air carrier offers a passenger a flight
to an airport alternative to that for which the booking was made, the
operating air carrier shall bear the cost of transferring the passenger
from that alternative airport either to that for which the booking was
made, or to another close-by destination agreed with the passenger.

As we were landing in the middle of the night, the close-by destination
was the center of London. The transport cost with the taxi is 90GBP
(standard tarif) which we shared with a party of 3, so my cost was 30GBP.

There should also be some attention paied to to the phone costs (30 min
@ 12c/min) to discuss these matters on the phone.

I would like to annotate that I besides that flight I am quite a happy
customer with easyjet, and would be happy to continue to stay so. I hope
that you understand that I need to ask you to not keep this email
unanswered. An expectation of an answer within 7 days is hopefully not

In expectation of your good handling of this case, and to share the
gained experience to help other situations of this case you can also
find this letter at:

Thanks a lot for your cooperation,

Joerg Baach

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