Which? says EasyJet customers hit by cancellations should lodge compensation claim after airline’s IT failure

Rory Boland, Editor of Which? Travel, said:

“Thousands of passengers are facing huge inconvenience and many will be left out of pocket by this IT failure. Unhelpfully, some passengers seem to have been advised by EasyJet that this disruption is out of its control and an extraordinary circumstance, but the problem appears to be its own IT system so customers are likely to be due compensation and should lodge a claim.

“The airline must also offer the option of a refund or to rebook passengers on any reasonable route as quickly as possible, using other carriers where necessary.

“EasyJet passengers have faced significant disruption in recent weeks, including hundreds of cancellations, and we’ve heard from passengers who complain the airline is disregarding consumer rights. Passengers need an aviation regulator with improved powers to enforce these rights and the Civil Aviation Authority should be given the ability to issue direct fines on airlines when they play fast and loose with the rules.

“Which? remains concerned about the Department for Transport’s plans to significantly water down passenger rights to compensation when their UK domestic flight is delayed or cancelled. We are urging the DfT to reconsider so that passengers get a fair deal.”


Notes to editors: Which? consumer advice guide: I had a flight cancellation, can I claim compensation?