EasyJet criticised of misleading Gatwick passengers in their time of need

London, Friday 12 July 2019. On July 10th, Gatwick airport suspended all inbound and outbound flights for around two-hours due to an “air traffic control system issue”. 

Amongst the airlines which needed to cancel flights was EasyJet, who said Gatwick was operating at a “reduced rate” and apologised for the disruption, which it said was “outside of our control”.

EasyJet were right to make this claim, but in a “blatant attempt” to shirk the legal responsibility of care for their passengers, the airline distributed a letter to those stranded, which stated, “we are not in the position to provide hotel accommodation or to provide alternative flight arrangements” citing ‘extraordinary circumstances’ as “the reason”.

Under European Passenger Rights regulation EC 261 EasyJet is still responsible for its passengers and is legally obliged to provide food, refreshments, hotel accommodation and to reschedule the rights of affected passengers.

Paloma Salmeron, from the world’s leading air passenger rights organisation, AirHelp, criticises the airline’s actions to mislead passengers in a situation of need:

“This is yet another attempt from an airline notoriously known for ignoring basic passenger rights, to avoid their responsibilities. Even in “extraordinary circumstances” according to EC261, the airline is still responsible for its passengers, and should have provided food, refreshments, hotel accommodation and worked to reschedule the affected passengers. We are outraged, but sadly not surprised, by the airlines blatant attempt to shirk its legal responsibilities. The law is the law for everyone and that includes EasyJet.”

The passenger experience

British passenger – Ryan Bateman – was due to fly from Gatwick to Berlin with EasyJet. Only after several hours of announcements that the flight was being pushed back, did EasyJet reveal it had been cancelled. The passenger explained there was only one check-in desk open for five cancelled flights and not enough people to help, so in the end he had to sleep at the airport. As a result of the cancelled flight, Ryan also missed the first day of his new job. 

EasyJet’s history
It is not the first time Easyjet has been called out for violating passenger rights laws Last year, AirHelp released a study of more than 27,000 cases, concluding that the airline paid out compensation in less than 2% percent of all eligible claims put forward by AirHelp, unless a letter of intent in regards to legal action was included. 

ENDS

Notes to editors

Interviewees

Ryan Bateman is available for interview on request.

Paloma Salmeron, air passenger rights expert at AirHelp is available for interview on request.

Contact information:

Email: [email protected]

Phone: 01869 715 090

The source

Letter sourced from EasyJet passenger, Ryan Bateman, who was due to travel flight from Gatwick to Berlin on July 10th. 

About AirHelp

AirHelp is the world’s largest organisation specialising in air passenger rights, helping travellers get compensation for delayed or canceled flights and in instances of denied boarding. The company also takes legal and political action to support the growth and enforcement of air passenger rights worldwide. AirHelp has aided more than 13 million people, is available in 35 countries and has more than 700 employees.