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'Why is EasyJet making such hard work of my refund?'

As airlines start flying again there are bound to be changes to schedules and departure airports for flights where demand is low - getty
As airlines start flying again there are bound to be changes to schedules and departure airports for flights where demand is low - getty

One reader was denied a refund after easyJet moved her departure airport at the last minute

Fiona Saunderson writes

In January I booked an easyJet flight from London Stansted to Belfast, departing June 24 and returning three days later. When Covid-19 struck, I waited to see what happened.

Checking the booking manager last week, I discovered easyJet had changed my departure airport from Stansted to Gatwick. I live near Cambridge, so this is of no use. I’ve called easyJet many times but never got to speak to anyone.

The booking manager also shows an altered invoice that makes it look as though I changed the departure airport to Gatwick on June 4 myself.

On June 11 I received an email from easyJet about the return flight offering either a voucher or a flight transfer but no mention of a refund. This said I must call 0330 365 5000 before June 14 to “discuss these alternatives” or I would be considered a “no-show” and only the taxes would be refunded. This number is never answered. What can I do?

Gill Charlton, consumer correspondent, replies

As airlines start flying again there are bound to be changes to schedules and departure airports for flights where demand is low. Airlines have never guaranteed flight schedules but if the change is “significant” you have the legal right to ask for a refund or a transfer to another flight.

EasyJet regards changes as significant if the difference in departure time is more than five hours; a change of airport is always regarded as significant. Usually, customers are given the choice of accepting the change, transferring to another flight, or applying for a refund.

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EasyJet’s Covid-19 Help Hub has the option to apply for a refund online, but only if a flight is cancelled. Rejecting a schedule change can only be resolved by speaking to customer services.

After my intervention, easyJet spoke to Mrs Saunderson, who has accepted a refund. The airline apologised for what it said were manual errors. It also confirmed that if a customer could not get through to the call centre by the cut-off date (14 days before travel) the no-show clause would not be enforced.

EasyJet claims it is taking 28 days to process refunds, though I know of longer delays. If you’ve bought tickets through an agent, only that agent can apply for your refund and it will take longer. Many agencies have furloughed staff who have not yet returned to work.

So book direct with airlines and pay by credit card. If a flight is cancelled you will be refunded quicker; if the airline goes bust you will be protected under Section 75 of the Consumer Credit Act.