EasyJet has been investigated amid claims that it ‘abandoned’ passengers amid travel chaos at the airports.
The airline has been accused of not making its compensation policy clear to travellers when their flights have been cancelled.
Airlines are required to rebook passengers onto planes at the earliest opportunity if they pull a flight from the schedule.
They have also been accused of not making it clear that passengers are entitled to hundreds of pounds in compensation in some circumstances, the Mirror reports.
Which? says that it has reported EasyJet to the Civil Aviation Authority for potential breaches of consumer law after being inundated with complaints from furious customers.
One couple told the Consumer watchdog they had two flights cancelled but easyJet did not tell them about compensation of up to £880. Another passenger claimed to have been “passed from pillar to post” when reclaiming cash paid for alternative flights from Budapest.
Families spoke of feeling “abandoned” while others had no alternative but to buy expensive tickets to get back home. Airlines are required by law to rebook passengers onto planes at the “earliest opportunity” if they cancel a service.
Which? said: “This means offering them a flight with an alternative airline if that’s the best option.”
These disrupted passengers are also entitled to food, drink, a hotel room for a night after cancellation, as well as compensation.
But Which? said it found “easyJet is directing passengers to the ‘manage my booking’ section of their app and website and this only gives options to rebook on an easyJet flight”.
It added: “The company has treated passengers appallingly.”
Regulator, the CAA, confirmed it will examine the Which? dossier. EasyJet claims: “We clearly inform customers if there are no easyJet alternative flights within 24 hours, they can book flights via an alternative carrier and we’ll reimburse them in full or they can choose a full refund.”
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