EC261 Claim with Easyjet and conflicting emails

[Old Merc]

On the 6th May I received this email "A" from Easyjet saying £445.25 would be transferred to my account within 14 days



I`ve been chasing them up because the money has not arrived.When going through my old emails I found this one "B" in my junk folder.
As you can see both emails were sent on the same date and time.Of course I`m now thinking they will come funny and change things.
Is email "A" my ticket to £445.25 no matter what the outcome of email "B". How do I stand legally? will they have to pay what they agreed to or can they alter things.
To make things more confusing the emails quote different Ref` ID numbers. Whats the bet this will drag on for ages,and there was me starting a new thread on the 6th August in the travel section praising Easyjet for the service,I should have known better.

Edited by Old Merc on Tuesday 28th August 19:01

[Chiswickboy]

Oh dear!

Are you sure the emails were from easyjet? I claimed a while ago for a cancelled flight and it took me almost two years for them to admit I had a valid claim.

None of the many emails from them were ever couched in such language and there was never any request for my bank details.

[spaximus]

We had the same letter for a delayed flight, money was in the bank within 7 days, could not fault them.

[Johnniem]

OP, respond to email A (by using 'reply' - which should show the email they sent to you) explaining that you have not received the promised funds. In the header, use their reference number.

Ignore all other emails.

You're welcome.

JM

[J2daG1990]

Both emails appear to have been sent at exactly the same time and date which suggests it's automated.

As per the above post I would reply to the 1st email with a follow-up just stating you have not yet received the refund and confirm to them your details.

[Dan_1981]

I bet it's a none reply unmonitored email address

[Gavia]

Old Merc said:

On the 6th May I received this email "A" from Easyjet saying £445.25 would be transferred to my account within 14 days



I`ve been chasing them up because the money has not arrived.When going through my old emails I found this one "B" in my junk folder.
As you can see both emails were sent on the same date and time.Of course I`m now thinking they will come funny and change things.
Is email "A" my ticket to £445.25 no matter what the outcome of email "B". How do I stand legally? will they have to pay what they agreed to or can they alter things.
To make things more confusing the emails quote different Ref` ID numbers. Whats the bet this will drag on for ages,and there was me starting a new thread on the 6th August in the travel section praising Easyjet for the service,I should have known better.

Edited by Old Merc on Tuesday 28th August 19:01

Not sure I see the problem here. Email B is simply a holding / acknowledgement email for your claim. Email A is the outcome letter. They were probably sent simultaneously as the first email was sent on receipt then second as soon as the flight number was run through their valid claims database.

There isn’t an email declining the claim, so they’ve just been tardy with their payment to you. I had similar with Ryanair. They agreed the payment very quickly, getting it off them took some effort though.

[Old Merc]

Still no money? Over the last five weeks I have sent emails to customer services and the "resolution team" at EasyJet reminding them that on the 6th August they promised me £445.25 in 14 days. I have not had any replies. I even spoke to a human being in the resolution team who said he would investigate and get back to me........I`m still waiting.

Does anyone know the email address of someone high up at EasyJet ? one that is normally not used by Jo Public.

[rich888]

The email address for Mr Johan Lundgren who is the Chief Executive of Easyjet Plc any good to you
https://ceoemail.com/s.php?id=ceo-9678&c=Easyj...

[Old Merc]

Blimey rich I didn`t mean catch a plane to get that high up. I think I will use that as a last resort if nothing happens in the next month.

[Sheepshanks]

Old Merc said:

Blimey rich I didn`t mean catch a plane to get that high up. I think I will use that as a last resort if nothing happens in the next month.

He's unlikely to deal with email to that address himself - he's a have a "CEO office" who do it.

[Vaud]

Sheepshanks said:

Old Merc said:

Blimey rich I didn`t mean catch a plane to get that high up. I think I will use that as a last resort if nothing happens in the next month.

He's unlikely to deal with email to that address himself - he's a have a "CEO office" who do it.

Exactly. They will then pass it down. Emails from the Office of the CEO to customer service tend to get priority and monitored by someone more senior, in most companies.

[Johnniem]

Old Merc said:

Still no money? Over the last five weeks I have sent emails to customer services and the "resolution team" at EasyJet reminding them that on the 6th August they promised me £445.25 in 14 days. I have not had any replies. I even spoke to a human being in the resolution team who said he would investigate and get back to me........I`m still waiting.

Does anyone know the email address of someone high up at EasyJet ? one that is normally not used by Jo Public.

Do they have a twitter account? No company likes complaints that are seen by followers on social media. It is very often the quickest way to get a result.

JM

[Red Devil]

If the monkeys can't/won't deal with your issue, cut out the middle tier of 'management' and go straight to the organ grinder.
I was getting nowhere with one of my credit card issuers (basically, their customr services staff were fobbing me off including telling me a couple of flagrant lies).
One e-mail to the CEO and it was fully resolved within 48hrs including a goodwill compensation payment I hadn't even asked for.

I have had to use that tactic more than once with large corporates and it has always come up trumps.

[bluenosewrx]

Off topic but i was having dramas with my new order Evoque by the dealer delaying stuff etc, wrong prices on finance, won't bore you with the rest and i was getting fobbed of left,right and Chelsea.

One e mail to the CEO at the time and before you know it his PA was telling me it would get dealt with, low and behold i got one of the first facelift ones delivered with 2 sets of mats and a free 5 year service pack thrown in.

it does help, try it.

[rich888]

I think you will find that the majority of CEOs do actually take a great pride in their company, so tend to act swiftly on emails received, providing of course you are reasonable with the content of your emails, so keep your email to the point and no swearing, perhaps inject a bit of humour into the contents to make them smile.

You have had a go with dealing with customer services and have given them a chance, so if you don't hear back from them then perhaps it's time to shake the tree.

Next time you contact customer services get a name of the person dealing with the issue, then CC the CEO, or at least name drop. Last thing the customer services rep wants is their name brought to the attention of the main man (or woman) for all the wrong reasons.

[Vaud]

rich888 said:

I think you will find that the majority of CEOs do actually take a great pride in their company, so tend to act swiftly on emails received, providing of course you are reasonable with the content of your emails, so keep your email to the point and no swearing, perhaps inject a bit of humour into the contents to make them smile.

Agreed. Keep it short. Summarise the issue in 3-4 bullets. No "war & peace" (you can attach a case history PDF, etc)
Clearly state the resolution you are looking for. Be polite. Make it easy for them.

There are no negative outcomes for the customer of engaging a CEO appropriately (and at the right time) in a customer service issue.
[Some industries are constrained by more formal escalation processes]

[Cooperman]

When going over the heads of both the oily rag and the fireman and contacting the engine driver, it is a good idea to start by being apologetic. Typically: "I am sorry to have to bother you with this and I hope you don't think I am being . However ..............................".
Then go on to detail the problem and the poor response, finishing on a conciliatory note such as; "I would really appreciate it if you could find the time to help me with this".

[Vaud]

Cooperman said:

When going over the heads of both the oily rag and the fireman and contacting the engine driver, it is a good idea to start by being apologetic. Typically: "I am sorry to have to bother you with this and I hope you don't think I am being . However ..............................".
Then go on to detail the problem and the poor response, finishing on a conciliatory note such as; "I would really appreciate it if you could find the time to help me with this".

No. Fewer words. More impact.

"I am sorry to have to bother you with this and I hope you don't think I am being" . Being what? His subservient slave? Assert - you are the customer. Polite, clear, firm, resolution specified.

[Old Merc]

Thanks guys for all the comments.
I have taken your advice of what to say and have just sent it all to the Top Man at Easyjet,together with a copy of their email "A" attached. I doubt he will deal with it personally but lets hope its passed to someone who does. I will get back with the result later.