Easyjet IT meltdown: compensation Q&A

16 October 2013

Easyjet customers have been hit by a series of delays after the firm's website crashed, leaving hundreds of people unable to check-in online and the knock-on effect of Easyjet having to cancel flights.

Affected customers may be entitled to compensation, so here's our quick Q&A on what happened and what you can do about it.

What happened?

An IT problem meant Easyjet's website crashed on the afternoon of 15 October and wasn't back up again until the early evening.

The IT meltdown meant Easyjet's online check-in system stopped working and passengers were forced to check-in manually at the airport, leading to heavy delays and flight cancellations.

In total, 14 Easyjet flights were cancelled.

My flight was cancelled. What am I entitled to?

In all cases of flight cancellation, the passenger is entitled to either a refund for the flight or offered an alternative flight.

Can I claim for compensation?

As the airline was at fault for the problems, affected passengers could be entitled to compensation. Easyjet says compensation will be decided on an individual basis.

Will I be able to get a refund of additional costs incurred?

You might be able to obtain reimbursement for any additional costs you had to pay, such as food and lodging, due to the cancellations. Easyjet says it will look at additional expenses on a case-by-case basis.

How do I get a refund or compensation?

You will need to contact Easyjet's customer service. You can do this via  http://support.easyjet.com/faq/en/request.do?forward=contact

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