Simon Read helps a reader whose son was stranded by easyJet.
My son and his girlfriend needed to get to Glasgow from Berlin in May, so easyJet sold them flights via Luton. But when they arrived at Luton they had missed the connection as the turn-around time was insufficient. The easyJet agent suggested they take an express train to London and then a train from St Pancras to Glasgow. But when they arrived at St Pancras, they discovered no trains run to Glasgow from there. So they booked into the Premier Inn and, next day, got the train back to Luton to get new flights to Glasgow with easyJet.
The airline admitted that the turn-around time was insufficient and refunded the cost of the Luton to Glasgow flights. But it refused to refund the Berlin to Luton flights and expenses incurred, saying it “can’t refund on flights already taken” as they got the couple to their destination, even though they were stranded 450 miles from home. My son had just 70p in his current account after paying for the flights, hotel and trains. I had to fund him for the rest of the month.
MF/Glasgow
This was terrible service from easyJet: the original flights were useless, the subsequent advice was wrong, and the customer service was bad. It’s clear to me that the airline should refund the costs of the original flights, and the hotel and trains your son had to pay out for.
Carolyn McCall, easyJet’s boss, has sorted out repayment of £585 to your son. That only happened because, at the same time as writing to me, you wrote to her. While it’s a good tip to contact the chief executive of whichever company you have a problem with, it shouldn’t have got that far. The company should look at the way its staff seem to casually flog useless flights and hand out useless advice. That should be the first job of Johan Lundgren, who replaces Carolyn McCall now that she is moving to ITV.
OUTCOME: Reader’s son receives refund of £585
Simon Read is a money writer and broadcaster. He was the last personal finance editor at The Independent and is an expert on BBC1’s Right On The Money.
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