From: "easyJet Customer Experience Team" Reply-To: "easyJet Customer Experience Team" To: Ross K Date: Mon, 25 Aug 2008 14:40:18 +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: 080821-002949] Discussion Thread --------------------------------------------------------------- Response (-Employee HS-) - 25/08/2008 02.40 PM=09 Dear Mr K, Thank you for contacting us. I am sorry you are unhappy with the level of compensation offered to you. After having checked our records, I will be able to offer you 15 GBP towards the cost of your transport. If you wish to accept a refund of L15.00 towards the cost of your transport please contact us again to confirm this and we will process your reimbursement in full and final settlement of your claim. As you were advised, your flight was cancelled due to technical reasons. It is general category, the information which the Airport Officer provides us with. We are not able to explain you what exactly happened that the aircraft was not able to take off, however it is also worth adding that we have and always will put our passengers first in terms of safety and customer service. We work strictly to the airlines conditions of carriage, this allows us to cancel, divert, combine or delay any flight in order to respect our safety standards, minimise the impact to our customers or to maximise the effectiveness of measures we have taken to deal with factors beyond our control. It is with regret that you have had a negative experience whilst choosing to fly with easyJet but I hope you will give our services another try to allow us to prove that the circumstances you have encountered recently are not of our usual standards. 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 -HS- Customer Experience Champion Customer (Ross K) - 21/08/2008 09.56 PM=09 Incident created due to reply to expired incident 080821-000208. More to this, EU Regulation 261/2004 stipulates that because I was offered re-routing, I should have been offered meals, hotel accommodation, and transportation all free of charge (Articles 5(1)(b) and 9(1)) so, especially as I was quite diligent in asking your employees about transport options, I am indeed expecting the full reimbursement of my L189.38 expenses. Anything less would be in violation of the aforementioned laws for which I would be forced to take legal action. To reiterate, I am also expecting a full explanation of the extraordinary circumstances for which the flight was cancelled. Ross K 2008/8/21 Ross K: > Dear DS, > > 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 DS-)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 >> >> -DS- >> Customer Services Representative >> Customer (Ross K)21/08/2008 07.56 AM >> Incident created due to reply to expired incident 080820-002279.