The customer raised concern over charges for cancelled flights
EasyJet has set out details of its cancellation rules after a customer asked for help. The budget airline was contacted on x, formerly Twitter, by a passenger who was concerned about a £49 fee charged when bookings are cancelled.
While many people are worried about whether their flights will go ahead as a result of the Middle East conflict, this customer, travelling between London and Porto, had a different concern after he made a mistake which left him out of pocket. Igor contacted the airline asking if it would make a “goodwill” gesture to refund money they had been charged.
The poster asked: “I accidentally cancelled a booking on mobile and rebooked the same flight within minutes (EJU8527). Charged £49 cancellation fee despite no change or loss. Can this be reviewed as goodwill?”
However the airline responded to say while they were sorry the passenger needed to stick to the rules. It told them: “Hi Igor, thank you for reaching out
“I’m sorry to hear that you accidentally cancelled your booking and were charged a cancellation fee of £49. Unfortunately, this cannot be review as a goodwill, please see our cancellation policy here.”
Under its cancellation policy on the website the airline sets out what will happen in the event of a booking being cancelled by a passenger. It warns: “Our fares and fees are non-refundable, so if you cancel, miss, or do not take your flight you will not receive a refund, except as stated in these Terms.”
It went on to set out its rules for a refund. It says:
Cancellations within 24 hours of making the Booking
- If you cancel your Booking in full within 24 hours of making the Booking, we will give you a full refund minus the Cancellation Fee listed in our Fees and Charges. You can make this cancellation online or by calling our Customer Services team. If you booked through an Agent, you must ask them to do this for you.
- However, please note that you are unable to cancel your Booking less than 2 hours before the scheduled departure time of the first flight (even if within 24 hours of making the Booking).
Cancellations due to serious illness or family bereavement
If you need to cancel:
- due to a family bereavement: please contact our Customer Services Team as soon as you can. Our team will review your case and if your circumstances qualify we may, in our discretion, offer you a refund, fee waiver to change your flight or flight voucher towards the value of a subsequent flight, to be used within twelve months. You may be asked to provide proof of these special circumstances.
- Due to a serious or terminal illness, you are required to complete and submit a Medical Declaration Document. Our team will review your case and if your circumstances qualify we may, in our discretion, offer you a refund or flight voucher towards the value of a subsequent flight;
Refund of Government Tax
If you cancel, miss or do not take your flight, this does not affect the other flights on your Booking. You can claim a full refund of Government Tax (as listed in Fees and Charges) for the flight(s) you do not take. You can do this by contacting our Customer Services Team.
