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After Hamas attack on Israel: Easyjet promises a customer a refund – an empty promise.
It should have been a nice trip through Israel and a visit to relatives. But this does not occur. The reason: The outward flight was booked for October 8, 2023, with the airline Easyjet. Just one day before, on October 7, 2023, the momentous attack by the radical Islamic Hamas on Israel. For the family of five from the canton of Zurich it was immediately clear: the holidays had to be canceled.
Easyjet makes a fair offer
The father of the family, who contacted the SRF consumer magazine “Espresso”, contacted the Easyjet hotline for the first time. The airline explains that the flight costs can only be reimbursed in the form of a voucher. But that’s out of the question for the father, after all it’s just under 3,000 francs. A lot of money for a family. It also quickly becomes clear that this trip cannot be rescheduled in the foreseeable future.
When he asks, Easyjet finally gives in. The customer is explained via the hotline that he can convert the voucher into a refund if Easyjet cancels the flight. The father of the family finally agrees.
Customer service no longer wants to hear about refunds
Just around an hour later, Easyjet canceled the flight to Tel Aviv on October 8th. From then on, communication becomes difficult. Customer service suddenly doesn’t want to know anything about ticket refunds. The customer speaks of a “dead end”. He even wrote to the CEO – but without success. He turns to the “Espresso” team.
In the end it still works
But this communication is also difficult. All email inquiries from “Espresso” went unanswered for weeks until a PR office finally got in touch. However, there is no apology and the editors’ questions are not answered. A pale aftertaste remains.
But then there is a happy ending: Easyjet fully refunds the family the almost 3,000 francs.