A woman 'couldn't sleep' after easyJet cancelled her flight to her sister's wedding.
Rebecca Crank, 25, from Ellesmere Port, is a bridesmaid and planned to travel to Portugal for the ceremony. She booked a holiday package with the airline however, after her return flight from Faro to Manchester was cancelled, easyJet scrapped the whole holiday without consulting Rebecca first.
She told the ECHO: "I’m one of four so we’re a big family and we’d all planned to go and stay at the same hotel. We’re going out at slightly different times and our return flight was on a different date to everyone else.
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"We were supposed to pay the full balance on Monday but we had an email on Wednesday saying that our return flight had been cancelled and they couldn’t find an alternative arrangement so the whole holiday is cancelled.
“If they’d have phoned us and said we’d have to come home a day early or the whole holiday would be cancelled, I’d have been like ‘okay, that’s fine.’ I’d much rather that than not go at all.”
Rebecca was further incensed when she tried to re-book onto a different flight, only to find the price had increased by more than £1,600.
“A woman from the customer service team said I could re-book online but, when I told her it's more expensive to book now, she said: ‘That’s how much it costs to book a holiday now’, but I booked my holiday months ago. It was them who cancelled it not me.”
easyJet refunded Rebecca's deposit and offered a £100 discount off her next booking as a gesture of goodwill, but the 25-year-old said the whole ordeal put a strain on the entire family.
She said: “I’ve had all sorts of emotions. I’ve been angry. I’ve been upset. I’ve been anxious. I couldn’t sleep last night. I haven’t been able to concentrate in work. It’s just awful.
“It’s not just impacting me, it’s impacting my whole family."
After failing to get help beyond easyJet's customer service team, Rebecca told the ECHO she would have to turn to an alternative airline if the company didn't back down.
She said: “I can’t not go to my sister’s wedding. Jet2 has the same holiday which is £800 more expensive than the original price but I might have to go through them instead if easyJet don’t it sorted.”
The ECHO reached out to easyJet for comment and, after further conversation with Rebecca, the airline did a U-turn on their original decision.
Rebecca has now rebooked the holiday and easyJet, despite initially refusing to do so, has honoured the original price.
An easyJet holidays spokesperson said: “We’re really sorry we’ve had to cancel Rebecca’s holiday due to it being impacted by flight disruption. It’s always our priority to minimise disruption for our customers as much as possible.
"However, unfortunately on this occasion, that wasn’t possible for Rebecca’s holiday. We understand this is disappointing, and we’ve apologised to Rebecca for the cancellation of her holiday.”
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