Customers paying twice for Easyjet flights
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Booking a holiday has never been easier. Go online and in just a few clicks you can choose a destination, book a flight and pay by bank card. All that's left for you to do is look forward to your holiday.
But, if you book with budget airline Easyjet, you might turn up at the check-in desk to find you're going nowhere, all because of a suspected fraud that may never actually have happened.
Watchdog has received emails from Easyjet customers who have had their flight bookings cancelled at the last minute. However, the only explanation the airline would give was that the tickets they'd paid for were no longer valid because of 'suspected fraud'.
The Easyjet passengers affected were left with a dilemma - pay up for replacement tickets to complete their journey or give up and go home. For some, this was followed by a struggle to get a refund, or even an explanation from Easyjet.
Easyjet let down club DJ
Ibiza DJ Lee John was told by Easyjet that they were "not in a position" to deal with his complaint after his flight booking was cancelled without prior notification because of a suspected fraud link. Lee travels all over Europe DJing in clubs and was a frequent flyer with Easyjet.
In April 2009, Lee was told at the airport that he couldn't use the ticket he'd bought for an Easyjet flight to Spain. Lee needed to get to a gig so agreed to pay extra for a new ticket, to his surprise, Easyjet allowed him to pay for it using the very same card they were suspicious of.
As soon as he landed Lee called Easyjet to find out exactly what they thought had gone wrong with his card, Easyjet told him to contact his bank. Lee phoned his bank but was told that they had no record of any fraudulent activity on his card. Despite calling and writing to Easyjet Lee has not been offered any compensation or a refund.
Lee describes Easyjet's customer service as 'terrible', his treatment by Easyjet has left him feeling let down by a company he regularly travelled with. And Lee is not the only passenger to be less than satisfied with Easyjet's handling these mysterious cases of suspected fraud.
Couple's short flight turns into long haul
Rosemarie Farrow and John Jenner bought plane tickets to Malaga, and paid using Rosemarie's son's debit card. They arrived at Stansted for an early morning flight, but, instead of being welcomed on-board, they too were told their booking had been cancelled by Easyjet.
According to Rosemarie, the Easyjet employee that informed them of the problem with their booking said their flight had been paid for by a 'fraud credit card'. Rosemarie was keen to stress that the booking was, in fact, made on a debit card not a credit card and, as far as she knew, there was no problem with the card.
However, Easyjet staff refused to let the couple travel unless she and John bought replacement tickets.
But, none were available on the flight they were originally due to fly on, from Stansted. Rosemarie asked when the next one would be and was told that it left later that afternoon, from Gatwick airport, on the other side of London.
These replacement flights cost them over £400 on top of the tickets that had initially been purchased. Not only that, but the couple also had to pay their bus fare to catch their flight from Gatwick airport.
Before they had even taken off, Rosemarie and John had already paid out all of their holiday spending money. They eventually got to Malaga, some eight hours late.
Rosemarie was concerned about the suspected fraud that Easyjet referred to. So she checked with the bank. They assured her there was nothing wrong with the card.
It had no record of the fraud that caused Easyjet to cancel their original booking.
Rosemarie and John felt that the incident marred their holiday and were left disgusted by the incident.
Air Transport User's Council concern with Easyjet fraud system
James Fremantle of the Air Transport User's Council has also received complaints about this problem.
"Easyjet has a system in place for looking out for fraudulent cards which, of course, all passengers welcome. But, obviously, something has gone wrong with this system and it has picked up cards that are fine and said that they are fraudulent," he said.
"This means the reservation has been automatically cancelled. It's a real concern to us that this can happen and of equal concern is that passengers weren't advised of this before they actually arrived at the airport," he added.
Easyjet statement
"Fraud costs UK airlines tens of millions of pounds each year and all major airlines have policies of how this can be minimised. Customers are deliberately not told that about the cancellation of their ticket, because this could be part of an ongoing police investigation. Our policy is to refund customers for the ticket and associated costs when a genuine mistake has been made. However, due to the potential ongoing investigations we are unable to comment on individual cases."
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Comments
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Since we are shortly travelling with Easyjet, how could we guard against a cancelled reservation? It's still there on the Easyjet site - presumably they can cancel on their own in-house system without it affecting the web service.
I've looked at our bank statement and it quite clearly says Easyjet have been paid - the payment is named - they have their money so would it be possible for them to think our card is fraudulent as a result?
Is it stupid to suggest I take a copy of the statement to the airport as it clearly idenifies us, our card and the payment, just in case? We would at least have some evidence that all was well. Do I need a letter from the bank to prove our innocence?
Could someone from Easyjet comment perhaps?
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what a pity no one asked if the flight had been paid for? under the rules any air line failing to deliver means you can claim from abta etc?
Why dont the BBC push the trade bodies harder Under credit card rules the seats were not deliver therefore a fraudulent transaction.
great report but yet again we never see any presenter push big companies in the early stages of any investigation.
what a pity regulators were not pushed over this after all we the tax payers are forced to pay for them
mark 4/10 try to do better next time
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Just a quick thought on Easyjets statement at the bottom of your main report.
"Customers are deliberately not told that about the cancellation of their ticket, because this could be part of an ongoing police investigation."
If they (Easyjet) genuinely believe that somebody has tried to make a fraudulent transaction why not have the police ready to at least speak to the people that turn up & try to board the plane? Rather than just telling them they'll have to buy another ticket. Sounds more like Easyjet know their current security system has "issues" and it's easier to make customers suffer and buy extra tickets then try and get the money back later. Very poor customer service!
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Easyjet cash-flow down just get the software to reject more bookings and they get double the fare rolling in. Even if passengers do get a refund what's the betting that there is a hefty administration fee?
I find it interesting that the companies website says that they do not accept letter communications so to sort any problems it's back to the hated 0870/1 numbers or email. Their registered address is:
EASYJET PLC
HANGER 89
LONDON LUTON AIRPORT
LUTON
BEDFORDSHIRE
LU2 9PF
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Hi guys Lee the d.j involved in this episode is my son and he has learned after flying with E/J [some times you have no choice ]many many times to go to the departure airport fully armed with the downloaded and printed confirmation of his flight,alas to no avail it is totally above the ground staff in this instance Bristol airport to use any logic or adopt any care for the customer,i am afraid where E/J is concerned you have paid your money now take your chance,Lee flies with E/J at least a doz.times per year and they do not give a fig for the frequent customer what chance has the one off guy got
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This comment was removed because the moderators found it broke the House Rules.
I am really worried, i have booked 8 flights with easyjet, for friends and family. It would be so horrid, if when we arrive for our flights, that are on different days, only to be told that they are cancelled! i am scared that our holidays are going to be ruined. i booked all the flights singularly, as it was cheaper, do you think that would heighten their suspicion? it is all genuine, we would be able to take proof that is our account to the airport, if that would help. Is there anyway watchdog can get a defined answer for easyjet customers?
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I have travelled with easyjet on a number of occasions(3-4 times a year) and have never had any problems whatsoever.
However in the light of this report I feel extremely uncomfortable about having the uncertainty of turning up at the airport in the early hours of the morning to find that my ticket has been cancelled because Easyjet has "been advised" that there is "suspected fraudulent activity" on the card that I paid them with. I would rather use another airline and would suggest that other travellers do the same.
On the question of the"fraudulent activity"; given that most people will not have any card activity with Easyjet after they have purchased the ticket(s), the only way that such "fraudulent activity" can be communicated to Easyjet is from the card provider themselves. If as shown in the article the card provider has confirmed that no such "farudulent activity" had either taken place or was taking place then the action by Easyjet to cancel the ticket and charge a higher amount for a seat to your destination must surely be considered fraudulent itself and should be investigated by the police.
Furthermore, there is nowhere in Easyjet'sTerms and Conditions or Carrier Regulations that gives them the right to cancel the ticket in these circumstances, so Easyjet are operating outside their own Ts & Cs and Carrier regulations which surely must be illegal. What is clear from 2.1.3 of their Ts & Cs is that"once you have received an email from us confirming our acceptance of your booking there is a binding contact in place between you and .....us". If Easyjet cancels this contract on the basis of issues that are outside of their Ts & Cs then they are acting illegally and anyone that has had their ticket cancelled in this manner should take action against easyjet in the Small Claims Court for the full amount of their loss(not just the amount of the cancelled ticket). Easyjet will have to produce evidence to the Court of the so called "fraudulent activity".
In the meantime my advice to passengers that want the peace of mind of turning up at the airport and not being possibly subjected to this, is to fly with another airline. Perhaps Watchdog should champion this.
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I sympathise with Sara836's predicament. Whilst I hope that all 8 bookinks are honoured by EJ, it would be interesting if one was cancelled(with EJ quoting "suspected fraudulent activity" on the card) but the other seven (paid with the same card) were honoured. What would EJ say then? They can't have it both ways. If as they say there is "suspected fraudulent activity" on the card then all 8 seats booked with the card should be cancelled not just 1.
As I say, I hope this doesn't happen and that Sara836 and her party get away successfully and have a great holiday. Perhaps after the event she could leave a blog on here letting us know what happened.
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You should turn up with that credit card or its replacement and if Easy Jet has cancelled the booking then they should be in breech of contract. Plus you should be in posession of your passport and dowhloaded receipt of booking on the net.
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