Belfast Telegraph

Home News UK

easyJet apologises to passengers ordered off overbooked plane and told to wait four days for next flight

Two easyJet passengers were ordered to leave an overbooked flight and told they would have to wait four days before they could travel again.

The couple, who were flying from London Luton Airport to Catania in Sicily, are understood to have been told to leave the aircraft after boarding because there were no seats left.

The incident, which occurred last Monday on flight EZY2383, came just one day after a doctor was violently manhandled off an overbooked flight in the US.

Footage which surfaced of the incident on the United Airlines plane provoked global outrage.

EasyJet described the circumstances on board its aircraft as "very unusual" and said it was "genuinely sorry" for what had happened.

The couple, who said the situation was "incredibly humiliating", were told their only option was to get a flight four days later, The Independent reported.

Read more

They were not informed they were due compensation or that they should have been flown to Italy by another airline on the same day, the paper said.

An easyJet spokesman said: "We are very sorry about the situation that the couple experienced due to the overbooking of their flight.

"Whilst they were emailed a link to the web page for EU261 compensation applications and the website clearly outlines our policies, we accept that our agents could have pointed this out more explicitly.

"The circumstances were very unusual and resulted from a manual error at the gate. We have listened to our call recordings and at no point did we refuse alternative travel or EU261.

"We want to reassure our customers that we will be providing additional training to our contact centre agents to make sure that future customers are not put through a similar experience.

"This should also have been handled better at the airport on the day so this has been picked up with the individuals concerned."

Around 50,000 passengers a year are bumped off British flights, many of which have been deliberately overbooked, according to the Civil Aviation Authority.

Under EU regulations, airlines are required to pay immediate compensation if a person is forced off a flight.

Belfast Telegraph Digital


From Belfast Telegraph