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Joe O'Donoghue, easyJet flight U2 7447

Who: Joseph (Joe) O'Donoghue, from London

Flight: U2 7447, from London Southend Airport to Ibiza on 18 August 2012 with easyJet.

“I was flying alone from London. Some close friends from Australia had organised a week in Ibiza to celebrate their marriage with those in Europe who could not make the wedding. It had also been a tough year with work, so I was very much looking forward to the break! I arrived at the airport on time, with plenty of time to spare. But upon checking in, I was told that I had missed my flight. When I said that was impossible because it was only 3.15pm, and the flight was at 5pm, the booking counter told me that the flight had been changed to 4pm and said I must have received a notification from easyJet about the time change. I hadn’t received anything. I was then told that I wouldn’t be able to get on another flight to Ibiza until the next day (24 hours later), and that I would have to pay for the difference between my fare and the new fare. In addition, I would have to go to Gatwick because that’s where the flight was departing from.”

“Over the next 24 hours (obviously insanely angry!) I tried to get in touch with easyJet numerous times but was told I would need to wait a few weeks until it was investigated. I of course also had to get a train back into London with all luggage and basically wait for my flight the following night. This all led me to miss a celebratory dinner in Ibiza. When I followed up with easyJet later on, I had to try around 4 or 5 times before hearing anything back. On one phone call with them, I was told that they would pay for my transfer fee (the additional charge for the new flight), if I essentially went away with no further investigation. Of course, I refused and told them I wanted them to resolve the issue. They eventually got in touch again and admitted that they had never sent me a notification of the flight change, and also admitted that it was a technical error on their side which caused the problem. They then said they were happy to pay for any 'additional' flight charges I had to pay on top of my original cost, and also the train fares to the Gatwick. I told them I wanted them to pay for the entire first flight that I had missed and for the transfer fees and train tickets. They refused. Obviously angry that I would not be reimbursed for a flight that I had paid full price for and missed due to easyJet's error, I sent a letter to the board of directors, explaining to them how for the sake of approximately £100.00, they have lost a loyal customer and generated a whole lot of bad word of mouth. I was sent a response by an executive support lady telling me that even though easyJet were sorry for my experience, they had essentially stuck to their 'contract' with me, and therefore legally didn't have to pay for my flight..”

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When your flight is delayed, cancelled or overbooked, you are entitled to compensation of £ 210, £ 340 or £ 500 per person (irrespective of the price of your ticket) under European law. But claiming this compensation from the airline can often be a complicated process.

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You choose one of our accounts and we take as much of the work as possible off your hands. This means we do the legal background checks, compose letters and forms for you and guide you through the process. We are ready to assist you with your questions and help you with advice through your login account and your online dossier, where you can also follow the progress of your claim.

STEP 1: Checking claim Go to our home page and submit your flight details into the claim calculator, and we will give you preliminary advice free of charge. Your claim will now have been assessed against a number of criteria determined by the European Commission. Once past this initial check, you choose one of the accounts, after which you proceed to submit the claim with us. Next, the Flight-Delayed.co.uk team will perform a secondary check, using the flight data in our database, to make sure your claim meets the legal requirements. If your claim does pass this second assessment, it means we believe your case has a legitimate chance of succeeding. We will now commence the claim process.

STEP 2: Claim letter The next step we will take for you is to send a first claim letter to the airline. This contains all the necessary personal, flight and passenger data, as well as references to the relevant verdicts and laws.

STEP 3: Additional evidence If the airline rejects your claim initially (this happens with approximately 90% of all claims), we collect additional information about your delay or cancellation. One way of doing this is to lodge an official complaint with the responsible national enforcement body. This authority will then investigate whether they feel your complaint is founded. This can be relevant supporting evidence if the conclusion is favourable.

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The first step within the legal stage is the sending of a notice of default (legal summons). This is an official document with which we declare the airline to be in default. In some cases, this heavier force will not suffice to persuade the airline either. If that is the case, we will consider taking further legal action. i.e. a debt collection process and a judicial summons or court case. Naturally, we will only offer this option when we feel we have a good chance at succeeding.

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