My father and I booked flights with easyJet to go to Lisbon in Portugal, but sadly my sister was diagnosed with cancer and we were no longer able to go.
My father rang easyJet, which initially said he would only receive the airport taxes back. But once he explained the situation, the firm told him that if he could provide documentary evidence of his daughter’s diagnosis it was most probable that he would receive the total paid for the tickets back in easyJet vouchers.
A couple of days later, easyJet emailed to say that actually it would only refund the airport taxes and no vouchers would be given as the situation did not meet the criteria for its serious/terminal illness policy. This situation is causing my father additional stress at a difficult time. Can you ask the airline to reconsider?
CM/Rugby
We were very sad to hear of your sister’s diagnosis and response from easyJet. As a minimum, I reckon companies should be sympathetic and understanding to customers who are going through an upsetting experience. That means not sticking to company policy, but using common sense.
However, easyJet failed to do that. The company does have a terminal illness policy, which allows customers to cancel flights and get vouchers for replacement flights.
But the firm told me: “It is for customers booked on to a fl ight and other passengers within their booking. In this case, as CM’s sister was not one of the party travelling, the policy does not apply.”
But it conceded that CM’s father was given wrong information by one of its staff, so decided to offer vouchers to cover the £259 cost of the flights.
A spokesperson for easyJet said: “Unfortunately, it would appear that when CM’s father called our customer services department he was given incorrect information. It may well be that it wrongly assumed the daughter he was due to travel with was ill. Under the circumstances, we are happy to offer flight vouchers.”
That’s good news, but I reckon it’s time for the airline to revise its policy and widen it to include when immediate members of the family are diagnosed with cancer, not just those booked on flights.
OUTCOME: £259 easyJet flight vouchers
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