Easyjet: Anyone getting their claims progressed?

A question about : Easyjet: Anyone getting their claims progressed?

I sent a claim in by email on 29 April, attaching all the documentation for my claim (8 days hotel and food, plus extended car parking).

I immediately got a holding email:

Submitted from Web - 29/04/2010 05.57 PM td.header { } td.text { padding-left: 4px; padding-right: 4px; } td.label { } td.data { } Your question has been received. Please note that due to the volcano eruption in Iceland we have received very high number of emails and we are experiencing delays in responses to our customers. We would like to apologise for any inconvenience

But have received nothing since, and have no idea how to progress the claim with Easyjet by phone or email, as the only reference I have is the original and rebooked flight refs..

How's anyone else doing?

Any views on how long it's reasonable to wait?

Any secret phone nos to get through to them?

Best answers:

• I sent my claim yesterday and have not heard anything, but do not know how long it will take them especially as we were affected by the recent volcanic ash and I imagine some people are still waiting from the previous problems.
  I do hope it gets sorted out as the costs were huge.
• I sent my claim in by email, attaching scanned receipts etc for Ј650 worth of accommodation & food (we were delayed 8 days) on 23rd April.
  Got an email back pretty much instantly saying:
  Dear Customer,
  We are aware that you have requested some assistance from our customer services team at easyJet.
  From our records, we have seen that we have not yet responded to your request and this is significantly below our usual next day standard.
  We sincerely apologise for the delay.
  Our Contact Centres have received an unprecedented number of requests and enquiries over the last few months following the heavy snow related delays in December & January, and now the recent volcanic ash cancellations in April. In response we are in the process of adding over 600 customer service agents to the team, an increase of nearly 300%. Unfortunately the level of contacts that the team is dealing with has also increased significantly too.
  To help us respond as fast as possible, can we please ask you to not send any follow-up emails to check the status of your initial contact? We are aware of your original request. Further emails increase the backlog that we need to deal with, slowing down replies overall.
  We sincerely thank you for your understanding. Please be assured that we will answer as soon as we possibly can.
  Yours sincerely
  easyJet Customer Experience Team
  Almost a month on, still haven't heard anything. Look forward to hear if anyone else has had any money back. I have this number for them - 01582 700036 but it is always engaged. Anyone know if airlines have to stick to a timescale regarding these things?
• Great, thank you for that info!
• We got caught the very first day of the ash problems, 16 April. Sent in my claim as soon as we got back on the 19th, got our fares back a few days ago and they are repaying 200 euros (out of 258 it actually cost for 2 nights) towards hotel costs but that hasn't arrived my account yet. I have no complaints - they've been very reasonable and reasonably fast considering the volume of refunds they have.
• tried many times to contact hem by phoned and failed to ever get through, usually cut off for no reason !
  sent emails asking them to please contact me since mid april as soon as I got back in the uk, still not heard anything other than their standard reply thank you for contacting us, due to......... etc.
  By far the WORST airline EVER !
  I will keep on trying but expect a long long delay to get any contact or advise or compensation after 7 of us were stranded in europe due to the flight being cancelled.
  Good luck to anyone trying to contact them !!!!!!!!!!
  Do they even care about their customers ????????
• I sent my claim on 29th April and have not heard either.
  I contacted Easyjet regarding a complaint in February this year for another matter and received a reply two weeks ago. Almost three months later! I have tried to call the call centre and was on hold for 3 1/2 hrs so gave up.
  Has anyone managed to speak to Easyjet by phone ever!!???
• I submitted a claim at the end of April and no reply. I called them and the girl over the phone processed the refund there and then. She did however say it can be up to 14days for the money to go back in the account but at least it's done.
• I submitted a claim to easy jet, with all of the relevant details on 23rd April, also posted the same information. I have received the same response via e mail as other people here, and no response at all by post !
• Hiya,
  I also submitted mine on 2nd May and haven't heard yet, but have email to say it has been submitted as follows:
  Submitted from Web - 02/05/2010 08.08 AM td.header { } td.text { padding-left: 4px; padding-right: 4px; } td.label { } td.data { } Your question has been received. Please note that due to the volcano eruption in Iceland we have received very high number of emails and we are experiencing delays in responses to our customers. We would like to apologise for any inconvenience.
  I haven't chased them yet, however tempting (due to credit card bill). I think a month is fair personally, but would probably make a polite request after this.
  Hope this helps anyone who has submitted later and is worried. This thread made me worry less.
  thanks , salx
• I submitted mine about 23rd April and am still waiting.
• I submitted our claim around 29 April; have had the holding email and then nothing else. Guess they are so inundated it will take a while.
• I have today received a refund saying my claim cannot be processed as I have not given them my booking reference, names, flight details etc.
  I am so annoyed I filled in the onling claim form and printed off my easyjet booking, took it to work, scanned it in and then emailed it all off. they have had all this information.
  Why do we need to scan the booking confirmation in anyway surely they can look up your name on their system.
  May have to start all over again!!!
• I dont have access to a scanner. I have photocopied all my receipts and written a day by day account of my expenses to accompany it.Has anyone else posted their claim in . On easyjet website it specifically says email and scan and attach receipts.......?
• I sent my claim on 26 April for the extra week's hotel, subsistence and transfer costs.
  I received a pretty nonsensical reply on Friday by email - it started by saying "I was disappointed to read that you had to wait at ... airport" - it looks like they couldn't even be bothered to enter 'Barcelona' in the space for the name of the airport on their template letter!
  It went on to suggest that, as I had chosen to travel on a later flight, they are unable to offer me compensation! They suggested that I contact my travel insurers for any additional costs that I incurred.
  Is this some kind of ploy by Easyjet - let Ryanair take the bad PR at the time when they suggested they wouldn't pay up, whilst Easyjet said they would be reimbursing their customers....now that the claims are actually coming in, they are going to quietly renege on their commitment?
  Clearly I'm not happy with this and won't let it lie there but I'd be interested to know if anyone else has received a similar response from them?
  Regards
  Kieran
• Just recieved this email from Easyjet, I submitted my claim at the end of April:
  Thank you for contacting us.
  Once again I would like to sincerely apologise for the inconvenience the disruption to your flight caused you and thank you for sending in the requested receipts.
  I am happy to confirm a refund of EUR -131.62 to cover the cost of your further costs. This will be returned to the VISA card within 15-20 working days. Unfortunately I was not able to refund one Cruzcampo since esayJet doesn't refund alcoholic beverages as well as the bus tickets on 18 April.
  Please be aware that we are receiving high volume of emails therefore we have been unable to respond to passengers' emails and letters as quickly as we would like. I apologise for any further inconvenience this may have caused you.
  Thank you for taking the time to contact us, if you need any further assistance please do not hesitate to contact us and we will be more than happy to assist you further.
  So I am very pleased with the outcome.
• I posted on their 'get satisfaction' forum, it took a few days but a member of staff said he would chase up my claim, and he did. Maybe try there.