easyJet Conversation transcript
Hey,
Here's a copy of the conversation you had with us via web chat. If you have
any other questions please feel free to contact us again.
Thank you!
___
Chat ID: 01952455-7c19-72e3-a0f4-1784f6298d90
20/02/2025 05:08pm UTC - easyJet Virtual Advisor:
You’re now in the queue. Please keep this conversation and webpage open
while we connect you to one of our Customer Service advisors. Thank you
for your patience.
20/02/2025 05:08pm UTC - easyJet Virtual Advisor:
Whilst you are waiting, please have your **booking reference number**
and **passenger information ready**, as these may be required if you are
looking to make changes to your booking.
20/02/2025 05:08pm UTC - easyJet Virtual Advisor:
For your security, **DO NOT attach your payment card information** into
this chat.
20/02/2025 05:33pm UTC - Customer Service Advisor:
Welcome to easyJet, you are chatting with Abdulaziz. Please provide me
with your full name and the booker's name. How may I assist you today?
20/02/2025 05:36pm UTC - You:
Hi
20/02/2025 05:37pm UTC - You:
I had requested a compensation twice and I have been told that the
booking could not been found
20/02/2025 05:38pm UTC - You:
The flight has been delayed for 5 and 25 minutes
20/02/2025 05:39pm UTC - You:
Raffaele Andrea Caruso Reyes
20/02/2025 05:40pm UTC - Customer Service Advisor:
Hello Raffaele, I hope you are doing well.
20/02/2025 05:40pm UTC - Customer Service Advisor:
Are you the booker?
20/02/2025 05:40pm UTC - Customer Service Advisor:
I will check that for you.
20/02/2025 05:40pm UTC - You:
Yes I am the booker and the passenger as well
20/02/2025 05:42pm UTC - Customer Service Advisor:
Thank you.
20/02/2025 05:42pm UTC - You:
You are welcome
20/02/2025 05:45pm UTC - Customer Service Advisor:
My you please elaborate on why do you wish to be compensated?
20/02/2025 05:45pm UTC - You:
The flight first has been cancel and then Has been delayed for than 5 hours
20/02/2025 05:47pm UTC - Customer Service Advisor:
Are you sure that it was actioned on this booking?
20/02/2025 05:47pm UTC - Customer Service Advisor:
As I cannot see any disruptions on this booking.
20/02/2025 05:48pm UTC - You:
Perhaps beacase they cancel the flight first and the they put another one. I
would not be surprised if you can not see it as it happens in Italy
20/02/2025 05:49pm UTC - You:
It means the did not report it this into the syustem which again I am not
surprised coming from italy. It mean they managed to hide very well.
20/02/2025 05:50pm UTC - Customer Service Advisor:
Do you remember the original flight you had?
20/02/2025 05:50pm UTC - You:
Yes, is that one on the booking
20/02/2025 05:50pm UTC - You:
The number of the flight is EJU8312
20/02/2025 05:51pm UTC - You:
Booking reference number; K8LWF9V Flight number;EJU8312 Flight date;
13 February 2025 Departure Airport and Arrival Airport; from Milan
Malpensa to London Gatwick First name and last name of claimant;
Raffaele Andrea Caruso Reyes First name and last name of
passengers;Raffaele Andrea Caruso Reyes Email address of claimant;
[email protected]20/02/2025 05:51pm UTC - Customer Service Advisor:
Thank you.
20/02/2025 05:53pm UTC - You:
The reason why it has been delayed it is because it was missing a crew
memeber.
20/02/2025 05:53pm UTC - Customer Service Advisor:
Thank you for the provided information, Please refill the form here:
https://www.easyjet.com/en/claim/EU261 Adding the following flight
details: EJU8312 13th of Feb 2025 Th MXP-LGW Time: 1810/1905
20/02/2025 05:53pm UTC - Customer Service Advisor:
That is correct,
20/02/2025 05:53pm UTC - Customer Service Advisor:
Please note that you should add the same card details that is on the
booking.
20/02/2025 05:54pm UTC - You:
I did filled the form twice but I received the same email that they could not
found the reservation
20/02/2025 05:55pm UTC - Customer Service Advisor:
I would like to also add that there is an out going claim that was not
resolved yet, so I appreciate your patience as it will take up to 28 days form
the issue date of the claim. It was issued on the 19th of February.
20/02/2025 05:56pm UTC - Customer Service Advisor:
The first and the last forms were automatically rejected for mismatch in the
details provided.
20/02/2025 05:56pm UTC - Customer Service Advisor:
however the second one is still under process.
20/02/2025 05:57pm UTC - You:
Ok , let me know if understood. Do I need to price the same account with I
made the booking?
20/02/2025 05:58pm UTC - Customer Service Advisor:
I do not understand you, may you please rephrase it?
20/02/2025 06:00pm UTC - You:
Alright! In order to get the compensation Do I need to provide the same
bank details on the form with I ade the booking void?
20/02/2025 06:00pm UTC - You:
To receive the compensation, must I use the same bank details on the form
that I provided when I voided the booking?
20/02/2025 06:03pm UTC - You:
When I made the booking ?
20/02/2025 06:03pm UTC - You:
Start over
20/02/2025 06:03pm UTC - You:
Are you there ?
20/02/2025 06:03pm UTC - Customer Service Advisor:
Yes indeed.
20/02/2025 06:04pm UTC - Customer Service Advisor:
The bank account must be match the bank account on the booking
origianlly.
20/02/2025 06:05pm UTC - You:
Ok thank you for that .another question. Do I am entitled to a
compensation right ? As the flight has been delayed for than five hours.
20/02/2025 06:06pm UTC - Customer Service Advisor:
I cannot confirm that form my end, but you are entitled to apply for the
compensation indeed. The rejection that you had was from the system and
cannot be taken official confirmation of your entitlement right.
20/02/2025 06:07pm UTC - Customer Service Advisor:
You may refill just to be safe, or you may wait for the outgoing claim.
20/02/2025 06:07pm UTC - Customer Service Advisor:
Please let me know if there is anything else I can assist you with.
20/02/2025 06:09pm UTC - You:
Ion but by law is established only for extraordinary reason passenger won’t
receive a compensation. This is not the case as it was not about weather
problems or security.
20/02/2025 06:09pm UTC - You:
It must be a compensation.
20/02/2025 06:10pm UTC - Customer Service Advisor:
I understand, but I cannot confirm that form my end as another team will
be handling your claim.
20/02/2025 06:11pm UTC - You:
I will refill the for with the new bank details.
20/02/2025 06:11pm UTC - Customer Service Advisor:
Thank you.
20/02/2025 06:11pm UTC - Customer Service Advisor:
Is there anything else I can help you with?
20/02/2025 06:12pm UTC - Customer Service Advisor:
Thank you for contacting easyJet and have a wonderful day.
20/02/2025 06:12pm UTC - You:
One last question could confirm the flight has been disrupted by more
than five hours
20/02/2025 06:13pm UTC - You:
And the arrival time in London
20/02/2025 06:13pm UTC - Customer Service Advisor:
Yes, let me recheck on that.
20/02/2025 06:13pm UTC - You:
Thank you!
20/02/2025 06:14pm UTC - Customer Service Advisor:
Yes your flight on the 13th of February was delayed for 5 hours and 16
minutes due to N-E - Crew issues.
20/02/2025 06:14pm UTC - You:
Perfect ! Thank you for your help.
20/02/2025 06:14pm UTC - Customer Service Advisor:
Thank you for contacting easyJet and have a wonderful day.
