Bott and Co recovers £567.32 flight delay compensation from easyjet for a couple from Cornwall who were delayed for over 3 hours, but told by EasyJet that their delay was less than 3 hours.
Philip Walsh and his wife Karen were travelling from Bristol Airport to Alicante on 5th October 2014 for a two week holiday and to visit family, when their flight was delayed. They were delayed for 3 hours and 1 minute which is claimable under EU Regulation 261.
“We checked in and waited to be called to the gate, then, all of a sudden the information board said that our flight was delayed. We had no idea how long it would be for and it took ages for anyone from EasyJet to turn up.
“When airline representatives did show up, they had no idea what was going on and why we were delayed or how long it would be for. It was late in the evening and people were tired and fed up, there was a total lack of information.
“All they did was hand us a £3 voucher which in an airport just about buys you a cup of tea. There was nothing going on, we didn’t know if we would be stranded there all night. People just sat around waiting for something to happen.”
As much as a wind up as it is being delayed is the lack of information being given by the airline.”
Passengers were eventually told that there was a fault on their plane which couldn’t be repaired so they would have to wait for another plane to arrive from Geneva.
“We eventually got to Alicante at around 3am, fortunately the agents were fantastic and waited for us but under normal circumstances they probably wouldn’t have waited. We were fortunate that they did.”
Claiming flight delay compensation from EasyJet
“The thing that made us determined to do something about it was EasyJet’s attitude at the airport – there was no communication whatsoever.
“We sent a template letter supplied by the Civil Aviation Authority (CAA) to EasyJet and had email correspondence with their customer services. They first wrote back and said that our delay was due to a diversion on the flight beforehand, we wrote back disputing this, which is when they backed away from that excuse and made up another.
“They claimed that we were delayed for 2 hours and 59 minutes, which by law makes our delay not claimable under the EU Regulation 261. Karen wrote to the CEO of EasyJet who came back with the same excuse.
“We thought this was ridiculous because we knew we were right, we even went onto the internet and checked how long our arrival delay was. If we thought we weren’t right, we would have never approached Bott and Co in the first place.
“The other thing that wound us up was that there was never an apology, this made us even more determined to pursue a claim against EasyJet.”
“My wife found out about Bott and Co via an internet search. We handed our claim over to them and they fought on our behalf.
“A delay for 3 hours or more is claimable, it’s the law! They are doing all that they can to get out of paying people. We knew our delay was over 3 hours and Bott and Co helped us prove this.
The service we have received from Bott and Co has been first class.
“If the airline had said sorry and offered us something for our time, we’d have left it and it would have cost them an awful lot less than it ended up doing.
“The service Bott and Co delivered has been brilliant, we have no complaints. It was all very clear and the costs were outlined at the start, we felt totally comfortable with them handling our claim.”