If your airline isn’t a member of an ADR you should seek redress through the CAA’s Passenger Advice and Complaints team. We are doing our best to process refund requests in the shortest possible time. Jackie Harbridge says when she called BA to request a refund a recorded message directed her to Manage My Booking on BA’s website, but when she clicked on the Refund button, she says, she received a voucher for £2,118 for the flights to San Francisco. Its fleet has been grounded since March with staff asked to take unpaid leave for up to three months - although it is planning to restart some flights again from June with new coronavirus safety measures in place. Jackie says that when she called the helpline to request a refund in July, a recorded message directed her to the Manage My Booking section of the BA website, which led to her receiving a voucher instead. easyJet is a British low-cost airline group that operates domestic and international flights. The email doesn't have any information, just this tracking link that asks you to ring Customer Services. Opting to "support easyJet" instead of requesting their money back, they rebooked the same flights in May 2020 using the vouchers. She said: "We wanted to support easyJet… As I fly with EasyJet regularly I thought I would request a voucher as opposed to a refund. You'll also get to pick from one of the following freebies, which will also be available for 12 months: You can apply for the voucher by selecting the "Choose a voucher" button online, where you'll then be asked to login to your online account. If your flight hasn't been cancelled and you didn't travel you may, however, be entitled to a refund of the government taxes on the journey, which you can request by selecting the the "Claim a government tax refund" drop down option on easyJet's Contact Us form. Some passengers willingly accepted vouchers in place of cash refunds when their flights were cancelled because of coronavirus, believing they were helping the airlines. Everything we know so far, New budget supermarket offering year's supply of FREE nuggets to one customer, 7 rarest old coins including London Mint sovereign worth up to £25,000, ©News Group Newspapers Limited in England No. EasyJet plans to operate less than 40% of its full schedule this winter, but it will only refund vouchers – which are valid for a year – for cancelled flights from Southend, Newcastle and Stansted after deciding to close these bases. Micky CCFC. Reply to: Easyjet covid refund voucher. Just managed to get through to EasyJet Customer Services on the phone to request a refund for our cancelled flights of April 16th/May 6th. Claim a voucher and goodwill credit. The airline says it is clear that customers must call to request cash refunds and insists that they only get a voucher if they fill out a form. EasyJet has also implement slightly different rules for those with a package holiday booking - see its website for more information on this. Other vouchers will only be refunded in ‘exceptional circumstances as a gesture of goodwill’, such as if a school trip could no longer go ahead, it said. You’re eligible for a refund when the airline cancels your flight Most airline tickets are nonrefundable. In this scenario, you won’t be charged a change fee or fare difference. For further details of our complaints policy and to make a complaint please click this link: thesun.co.uk/editorial-complaints/, Comments are subject to our community guidelines, which can be viewed, EasyJet passengers whose flights have been cancelled have three refund options, EasyJet announces new safety measures that will be introduced as small number of flights resume, Independent Press Standards Organisation (IPSO). Request a refund. easyJet adds that customers shouldn't get in touch with it again unless it's been more than 90 days since they made their original submission. If you want a cash refund from easyJet, you need to complete its online claims form. Get notified by e-mail when a reply is posted. Reply. To book, click on the "Change your flight" button on easyJet's website where you'll be asked to login to your online account. ‘I was completely misguided by the instruction in BA’s Manage My Booking, which specifically quoted “Refund” but turned out to be for a voucher, which is completely useless to us,’ said Jackie. the specific form it says Jackie filled out. Here's whether you can claim compensation. Easyjet Holidays has launched a new 'Protection Promise', which lets customers who decide not to travel for any reason up to four weeks before departure get a full cash refund, aside from their deposit which will be returned to them as a credit voucher. Will COVID-19 vaccine passports kick-start travel again? However, this is only guidance, not a legal requirement. "The Sun", "Sun", "Sun Online" are registered trademarks or trade names of News Group Newspapers Limited. When I received my voucher I noticed that it was for £16 less than I had paid. Other customers say they received vouchers after clicking a link sent in an email from BA to inform them their flights were cancelled. I expect the same refund (a voucher and cash), but I might have to ring because of this. Kim Norris received a cash refund of £1,099 after taking her case of an unwanted voucher to the airline’s alternative dispute resolution service, CEDR. EasyJet actually changed from their ‘voucher only’ refund offer to giving the cash refund offer not so long back - I was very careful with what I was ‘accepting’, believe me. The point is that they made it very misleading deliberately, so not a scam as such, just sneaky - they don’t want to hand money back after all, but regardless, it’s in acceptable. And if passengers don’t use them by the time they expire, they’ll lose their money. The voucher covers … Preview. Thank you for contacting us and for submitting a refund request. Some passengers willingly accepted vouchers, believing they were helping the airlines, but others claim they weren’t told they were entitled to cash refunds, or were issued with vouchers they didn’t want. Just last week the low-cost airline revealed 9million customers had been affected by a "highly sophisticated" data breach. But you can open a separate window to manually check this yourself before going ahead and booking. The link had taken them to the BA website, where they then clicked on the Refund option. Answer 11 of 17: Hello all, I had flights cancelled from the 31st March of this year with EasyJet via a Loveholidays package. Jul 16, 2020, 4:52 AM . May. To see all content on The Sun, please use the Site Map. EasyJet also removed the refund option from its website and insists consumers redeem vouchers through the same channel used to request them. For everyone else with a flight-only booking, here are your options: If you want a cash refund from easyJet, you need to complete its online claims form. For bookings made within 24 hours you get a full refund, minus a cancellation fee (for more information see Easyjet’s Fees and Charges page). British Airways and easyJet are refusing to adhere to EU guidance and refund passengers who were issued vouchers when their flights were cancelled due to the pandemic. I have spoken to Customer Services (when I’ve been able to get through!) It said that, on the balance of probabilities, she had not agreed to accept a voucher. EASYJET customers whose flights have been cancelled have been offered not one, but three different options to get their money back. EasyJet plans to operate less than 40% of its full schedule this winter, but it will only refund vouchers – which are valid for a year – for cancelled flights from Southend, Newcastle and Stansted after deciding to close these bases. Easyjet continues to cancel flights on roughly a seven-day rolling basis given the government's advice is for people not to leave the UK due to the coronavirus crisis. 2 posts. Received easyjet vouchers due to virus disruption (canceled flights) and my vouchers do not work , Ive tried contacting EASYJET customer services with over an hour on the phone, Reply. 3. called several times over a two week period and never managed to get to speak to an agent. You do not need to travel before the expiry date, you can book onto any flights that are on sale at the time you redeem your voucher. The European Commission issued guidance in May recommending that airlines automatically refund any unused vouchers 14 days after they expire. If you feel you were misled into accepting a voucher, or you were issued a voucher you never requested and the airline refuses to reimburse you, the CAA says you should seek redress via the approved Alternative Dispute Resolution (ADR) for your airline – BA uses CEDR, easyJet uses CDRL. EasyJet refund or voucher. Re: EasyJet vouchers . But those with a booking may be able to get their money back if their flight's been cancelled and they booked directly with easyJet or via its Worldwide service. BA acknowledged that Kim had asked twice for a refund, by phone and by email. BA denies its claims process is misleading, saying that it has issued more than 2.5 million cash refunds. We don’t want/need to travel now and the flights are valued at £785. A number of Easyjet’s flight routes have yet to restart, while the airline has pulled out of Southend Airport and dropped a number of routes from Newcastle and Stansted airports. In its ruling, CEDR also pointed to the recommendation from the European Commission that if vouchers haven’t been redeemed by the end of their validity period they should be automatically reimbursed within 14 days. Answer 1 of 4: We have easyJet flights to Newcastle from Jersey in September for a family of 5, as I was running in the great north run which has now been cancelled. BA has extended the validity of its vouchers so they can be used any time up to April 2022. News Corp is a network of leading companies in the worlds of diversified media, news, education, and information services. Air Travel forums . British Airways and easyJet refusing refunds on vouchers EU guidance says airlines should automatically refund any unused voucher 14 days after it expires Whilst I’m not overly concerned about them keeping the £16 I would have liked an explanation, so I sent them an email to query this. It says the form clearly states it is for a voucher. When flights are cancelled by an EU airline or by an airline flying from an EU airport, passengers are entitled to a cash refund under EU Regulation 261, which still applies in the UK, but during the pandemic many passengers were given vouchers instead. As one of the most popular choices among travelers on a budget, easyJet carries about 68.6 million passengers a year. Should I book a holiday to Greece, Portugal or Cyprus? The airline is emailing flyers to ask if they would like to exchange their upcoming flight for credit. The voucher is valid for 12 months from the date of issue and gives you the flexibility to book travel anywhere on our network when you're ready to fly. 3. The carrier covers a network of over 1,000 routes in more than 30 countries through its affiliate airlines. Read our community guidelines. In many cases, travel firms either refused a refund in the hope customers would accept a voucher or rebooking instead, or made it much easier to rebook than get money back. Some passengers who willingly accepted vouchers now can’t use them because flights haven’t restarted and or the route they planned to use has been dropped. The Sun website is regulated by the Independent Press Standards Organisation (IPSO), Our journalists strive for accuracy but on occasion we make mistakes. Even in light of the relaxed waivers, when you make a voluntary change to your flight, the carrier keeps your money either stored in your existing ticket or in a voucher. When The Sun checked, we weren't shown the price of the alternative flight meaning you could just as easily plump for a cheaper journey than the one you paid for. Customers of easyJet who no longer wish to travel because of COVID-19 are furious after unwittingly giving up their legal right to a refund. Greene King to reopen 442 pub gardens from April 12 - see the full list, How to claim £50 bike repair voucher as government releases 150,000 more today, Which John Lewis stores are closing? Please see below for the current status of your refund: 22. We use cookies to allow us and selected partners to improve your experience and our advertising. View our online Press Pack. The voucher is valid for 12 months from the date of issue and gives the flexibility to boost travel anywhere on easyJet's network. This means you can transfer onto flights to easyJet's most popular destinations during peak periods, free of charge, such as Malaga in September, skiing in half-term or visiting German Christmas markets. Passengers can request a refund. It says it will try to refund you within 28 days, but it warns that refunds may take up to 90 days to be processed. For other inquiries, Contact Us. She tried to call BA immediately, but struggled to get through. Your message. Report … Get answers to your questions . For those who booked via a third party travel agent, you need to speak to the agent in the first instance. Save. Some passengers who have been issued with vouchers they didn’t want have been successful in getting a refund instead. While Ryanair says its vouchers can be refunded at any time, BA and easyJet insist that once issued, their vouchers cannot be exchanged for cash. CEDR found that when BA issued the voucher, it was unlikely that Kim had voluntarily consented to accept it. Easyjet has said it will only refund vouchers in “exceptional circumstances as a gesture of goodwill”. BA passengers have told Which? The only thing with my booking is that it was paid half with a voucher and half with money. 22. She and her 83-year-old husband no longer plan to travel so they can’t make use of the vouchers. BA has refused to show Which? The voucher is valid for 12 months from the date of issue. easyJet aim to process claims within 28 days, however, due to the large number of … The voucher is valid for 12 months from the date of issue and gives the flexibility to boost travel anywhere on easyJet's network. Report inappropriate content . easyJet holidays home; Protection Promise; Refund Guarantee; Best Price Guarantee; Take your time; Freedom to change; Keep your deposit; 23kg bag included; Transfers included on beach holidays; £60pp deposits & ATOL protected They will refund you back to the payment method you used to pay for your flight, if you paid by Debit or Credit Card they will refund you back to that card. EasyJet are now saying I can’t request a refund as they’ve issued me with a flight voucher. Loveholidays have been useless with my refund, but I did get the hotel part back after a criminal amount of effort. By continuing to browse you consent to our use of cookies. EasyJet offers three refund options to customers for cancelled flights – how to claim Get a cash refund. If your flight has been cancelled you can transfer for free onto any other easyJet flight within Europe up until May 2021. If you can’t use the vouchers yourself, BA and easyJet say they are transferable so you can pass them on to family and friends. Where can I get a cheap COVID-19 test to travel. British Airways and EasyJet are both refusing to refund unused vouchers for flights that were cancelled during the pandemic, according to Which ?. who have said they will investigate this and even asked me to forward the 2 emails I received confirming they were processing my refund request! they received vouchers for cancelled flights when they thought they’d applied for refunds. Bertie Helper. My first refund was like that, the email said 60 days I think, but it's not like that anymore. It follows the airline being slammed by passengers who said they'd had to battle the budget carrier for a refund. To inquire about a licence to reproduce material, visit our Syndication site. The second exception is a temporary one. BA said that Kim applied for a voucher via its website, but it only provided CEDR a screenshot of the type of form it says she filled out, not her specific form. British Airways has dropped 60% of its flights up to the end of this year and pulled out of the Isle of Man. Please note, we are doing our best to process refund requests in the shortest possible time. How long will I need to wait for my money? Vouchers should take three to four working days to be emailed to you but be warned they'll come as two separate vouchers, which you can't use on the same booking online. Meanwhile, those whose flights have yet to be cancelled should either hang tight for the flight to be cancelled or to go ahead, or easyJet is allowing customers to switch flights at any time, as many times as they like without being charged any admin fees - you will, however, have to pay any price difference. When she eventually got to speak to an agent she was told that since she had requested vouchers the decision could not be reversed. An Easy Way to an easyJet Refund. While easyJet customers can claim a refund online, BA customers have to call a helpline and passengers report multiple frustrations trying to get through, with the line frequently cutting off following a recorded message saying to call back at a less busy time. Qatar Air Business class 04:59; Daughter lost her passport 04:58; Qatar with toddler. Which? Posts: 113 Threads: 7 Joined: Nov 2018 Reputation: 301 #1. You will receive a confirmation email to let you know we have received your refund … EasyJet plans to operate less than 40% of its full schedule this winter, but it will only refund vouchers – which are valid for a year – for cancelled flights from Southend, Newcastle and Stansted after deciding to close these bases. British Airways and EasyJet are going against EU guidance and refusing to refund unused vouchers for flights cancelled during the pandemic, Which? 679215 Registered office: 1 London Bridge Street, London, SE1 9GF. Needed a refund as I understood vouchers were only valid for six months which is of no use in our case. This service is provided on News Group Newspapers' Limited's Standard Terms and Conditions in accordance with our Privacy & Cookie Policy. Air Travel forums . can reveal. Why won't our email refund voucher work when we try to book new flights? In this scenario, you should contact its customer services team on 0330 365 5000. easyJet adds that it will give passengers up to 12 months to claim a refund for cancelled flights. But the airlines' trade body wants the right to give vouchers, not refunds. All forums . You can understand more and change your cookies preferences here.