From: "easyJet Customer Experience Team" Reply-To: "easyJet Customer Experience Team" To: Ross K Date: Mon, 25 Aug 2008 08:19:15 +0000 (GMT) Subject: Re: On 29 July 2008, I sent a letter (attached) concerning this issue and have st... [Incident: 080820-002279] [Incident: 080821-000208] [Incident: 080821-002919] [Incident: 080822-000896] Discussion Thread --------------------------------------------------------------- Response (-Employee AM-) - 25/08/2008 08.19 AM=09 Dear Mr K, Thank you for contacting us. I would like to inform you that if you do not accept the offer within the limits of our Customer Service Representative, you need to write a letter to Customer Experience Coordinator to our Headquarter Office to the address given below: Customer Services easyJet Airline Company Ltd Hangar 89 London Luton Airport Luton Bedfordshire LU2 9PF Please provide us also with the booking reference number and the reference number of your correspondence as it will help us with proceeding with your request faster. As soon as we receive your letter, we will pass your request further. Thank you for taking the time to contact us Mr K. If you require any further assistance, please do not hesitate to contact us again. Yours sincerely -AM- Customer Services Representative Customer (Ross K) - 22/08/2008 11.12 AM=09 Incident created due to reply to expired incident 080821-002919. Dear AR, This does not resolve the issue of the fact that two members representing easyJet at Stansted Airport (one of whom consulted a floor supervisor at the time) clearly informed me that I would be able to claim expenses back for *any* transportation costs incurred for the additional transport to and from the airport incurred by the flight cancellation. Also, your carrier regulations should not override EU regulations which are very clear upon this matter. Be assured that I will pursue this matter until it is resolved to my satisfaction. Furthermore, you have not responded to my query regarding the "extraordinary circumstances" which led to the cancellation of my flight. The same EU regulations are clear that the carrier should provide sufficient proof of this claim. I shall be pursuing this particular issue with the Civil Aviation Authority. I am becoming very angry with the poor level of response to my requests and am considering publicising the nature of these responses both through the Internet and other avenues if I do not begin to receive more meaningful replies. Ross 2008/8/22 easyJet Customer Experience Team : > > > Subject > Re: On 29 July 2008, I sent a letter (attached) concerning this issue and > have st... [Incident: 080820-002279] [Incident: 080821-000208] > > Discussion Thread > Response (Employee AR)22/08/2008 10.35 AM > Dear Mr K, > > Thank you for contacting us. > > I am sorry you are unhappy with the level of compensation offered to you, > however our policy about transportation refunds are included in our Carriers > Regulations which we ask you to read before confirming your booking. > > We also ask you to confirm that you have read, understood and accepted our > Carriers Regulations by ticking a box. Without doing this, you would not be > able to complete your booking. > > Unfortunately, as has already been advised, I am unable to offer any further > compensation and once again, the best advice in your case would be to > contact your travel insurers about making a claim. > > Thank you for taking the time to contact us Mr K. If you require any > further assistance, please do not hesitate to contact us again via the > contact us section of the easyJet web site. > > Yours sincerely > > AR > Customer Experience Champion > Customer (Ross K)21/08/2008 09.41 PM > Incident created due to reply to expired incident 080821-000208. > > Dear DP, > > I am very disappointed by this response. I asked several of your > employees (both the woman at the ticket desk, as well as the lady with > fluorescent jacket who went to the back of the check-in desks to ask > her supervisor) on the day about what transportation would be > claimable, and all of them told me to that I could use any transport > back to my accommodation, so I am at the very least expecting my taxi > fares refunded. I really am hoping that this minimal request is > granted as otherwise I would be forced to pursue legal action. And > there has been no explanation whatsoever about these "extraordinary > circumstance" which I hope you will elaborate on in reply. > > Ross > > 2008/8/21 easyJet Customer Experience Team > >> >> Subject >> On 29 July 2008, I sent a letter (attached) concerning this issue and have >> st... [Incident: 080820-002279] >> >> Discussion Thread >> Response (-Employee DP-)21/08/2008 09.05 PM >> Dear Mr K, >> >> Thank you for contacting us. >> >> I would like to offer my sincere apologies for the inconvenience caused by >> the cancellation of your flight. Unfortunately, this was necessary for >> technical reasons. This was an extraordinary circumstance that could not >> have been avoided, even if all reasonable measures had been taken. >> >> I regret to confirm that you are not entitled to compensation for this >> cancelled flight, inline with our carrier's regulations and the EU >> legislation regarding delays and cancellations, because the cancellation >> was >> as a result of an extraordinary circumstance. I apologise for being unable >> to assist you further with this matter. >> >> If you are unable to make a claim with your travel insurers, easyJet will >> reimburse passengers for up to L7.00 towards transport expenses. If you >> wish >> to accept a refund of L7.00 towards the cost of your travel please contact >> us again to confirm this and we wll process your reimbursement in full and >> final settlement of your claim. >> >> I would like to apologise again. I do hope this incident will not stop you >> from choosing easyJet in the future. >> >> Thank you for taking the time to contact us Mr K. If you require any >> further assistance, please do not hesitate to contact us again via the >> contact us section of the easyJet web site. >> >> Yours sincerely >> >> -DP- >> Customer Services Representative >> Customer (Ross K)21/08/2008 07.56 AM >> Incident created due to reply to expired incident 080820-002279. >> >> ---------- Forwarded message ---------- >> From: Ross K >> Date: 2008/8/21 >> Subject: Re: On 29 July 2008, I sent a letter (attached) concerning >> this issue and have st... [Incident: 080820-002279] >> To: easyJet Customer Experience Team >> >> >> Dear SS, >> >> The receipts were sent with my letter of 29 July 2008. Please confirm >> that these have been received. If there is any problem locating these >> receipts, I am also attaching photographs just before I posted them at >> Stansted Aiport. Please note that I am also claiming the 250 euros >> reimbursement to which I am entitled under EU Regulation 261/2004. So >> the total reimbursement I expect to receive is L189.38 + E250. >> >> Best regards, >> >> Ross >> >> 2008/8/21 easyJet Customer Experience Team : >>> >>> >>> Subject >>> On 29 July 2008, I sent a letter (attached) concerning this issue and >>> have >>> st... >>> >>> Discussion Thread >>> Response (Employee SS)21/08/2008 03.00 AM >>> Dear Mr K, >>> >>> Thank you for contacting us. >>> >>> I would like to offer our apologies for the inconvenience the disruption to >>> your flight will have caused you and I will be more than happy to reimburse >>> the cost of expenses made. Before I can do this, I will need copies of your >>> receipts. These can be scanned and attached to a web form at www.easyJet.com >>> under the 'contact us' section, to which I have included a link below; >>> >>> https://easyjet.custhelp.com/cgi-bin/easyjet.cfg/php/enduser/ask.php >>> >>> Please mark all correspondence with your booking reference. >>> >>> Thank you for taking the time to contact us Mr K. If you require any >>> further assistance, please do not hesitate to contact us again via the >>> contact us section of the easy Jet web site. >>> >>> Yours sincerely >>> >>> SS >>> Customer Services Representative >>> Customer (Ross K)20/08/2008 04.56 PM >>> On 29 July 2008, I sent a letter (attached) concerning this issue and have >>> still not had any reply. Looking forward to a reimbursement of my expenses >>> from this incident. >>> >>> Question Reference No: 080820-002279 >>> Category Level 1: I need an answer to a question >>> Date Created: 20/08/2008 04.56 PM >>> Last Updated: 21/08/2008 03.00 AM >>> Status: Solved >>> Flight Date: 27/07/2008 >>> Flight No: 3067 >>> Departing: London Stansted >>> Arriving: Prague >>> Booking Reference: ####### >>> Problem Page: >>>