Plane Talking: easyJet's email address, finding cheap flights and compensation

Reading the comments on this blog there are some common questions that frequently arise and problems that readers seek help on regularly. This new column, published fortnightly, aims to help you with any flying dilemmas you’re facing. To start with, we’re kicking off with the Top Three: the questions we read most often. If you’ve got a question you’d like answered by us, just post a comment at the bottom of this piece…

We look forward to hearing from you…

Sabrina Wolfe, Seema Salaam and Oonagh Shiel, editors Cheap Flight News

Q: What is easyJet’s email address?
Sabrina: This is the question we’re asked above all else. It’s not just about easyJet – you want to know the same thing for many of the other low-cost airlines. Readers get in touch with us all the time to see how they can contact the airline, either to change flight details, ask for some more information, or to make a complaint.

The short answer is: there is no one email address. The flights on offer from low-cost airlines are sold very cheaply and in order to do this, costs are cut across the business. It’s not just the in-flight meal or priority boarding that needs to be paid for now, but also direct contact with the airline. To call most of the airlines there is a charge per minute (and a rather large one, at that) so many customers want to email instead. However, most low-costers, easyJet included, don’t have a prominent email address which you can use.

The first place to check, for easyJet, if you have a query is their contact page. Essentially an FAQ page, you can type your query in here and find common answers. This covers a huge range of questions, including compensation. However, if you find the answer insufficient, or you can’t find what you want, click on tab marked “Still Stuck?” and fill out the fields to send a message to easyJet. Once you’ve submitted your query you are given a reference number and can use this to get in touch.

Be aware, however, that this is not the quickest way of finding out answers. If there is a pressing matter you need resolved, it is advisable to call Customer Services, at 10p a minute on 0871 244 2366.

Q: I want to find a cheap flight to Rome. How do I go about it?
Sabrina: Sadly, there are no hard and fast rules that ensure you always get the cheapest flight available, but there are guidelines that can help. Travel is generally cheaper mid-week rather than at the weekend, so if possible set out and return on Tuesday, Wednesday or Thursday. Often with flights (though more frequently with holidays) the price is cheaper if you stay over a Saturday night. If at all possible, avoid travelling in school holidays when fares, especially from low-cost airlines rocket. And always shop around. No one airline or operator will always have the cheapest deals. Check www.cheapflights.co.uk to find the best deals on offer over a certain period, or sign up to the email newsletter to make sure you never miss a deal again. On Cheap Flight News, we have a special section Savings and Deals which just lists out the sales from airlines. This is the place to find details about all the discounted routes as they’re announced.

One thing to bear in mind, is that great last minute deals are becoming increasingly hard to find. You’ll normally find cheaper prices the sooner the fares are announced, as prices only rise the closer to the departure date you get. So as soon as you see a good deal, book it then, because it won’t stick around for long…

Q: My flight with a well-known low-cost airline was cancelled, after several hours spent in a hot, crowded airport. The airline said this was due to a strike by air-traffic controllers.

I was offered a flight to another airport, not my final destination, but when I got there I was told there would not be flights to my home airport for a couple of days. I had to spend the night at a hotel, take a flight to an airport hundreds of miles away and then take a train home. I am out of pocket to the tune of about £200. I have travel insurance, but can I claim back my expenses direct from the airline? What about the EU compensation rules?

Oonagh: The EU compensation rules are generous - £198 (€250) for short flights (under 1,500km, 930 miles), £317 (€400) for medium-length flights (between 1,500 and 3,500km, 930-2,175 miles), and £476 (€600) for long-haul (more than 3,500km, 2,175 miles). Halve these amounts if you are put on an alternative flight within two hours (for short-haul flights), three hours (medium) and four hours (long-haul). Travellers are also entitled to a refund of the fare and a free flight back to where the journey started, or alternative transport to the final destination.

But ... if you were told that the flight was cancelled due to air traffic control problems, EU compensation rules do not apply. This is because such events, along with strike action or bad weather, are considered beyond the airline's control. Your best bet is to file a claim with your travel insurance provider.

Have a pressing question you'd like us to answer? Post a comment below to submit your question for the next column

Comments

[Cathy Mosse]

Is everything back to normal regarding liquids on airplanes? Can I bring a bottle of water onboard now?

[Daniel Sarsfield]

What is the point of having compensation rules set out by the European Union if airlines can claim that virtually everything is beyond their control? No airline (especially the real low-cost airlines) is going to pay out these nice fat amounts if they can possibly help it. I couldn't even get a cup of tea out of Europe's largest airline when my flight was delayed for six hours and then cancelled. Has anyone been able to claim anything under these EU rules?

[Rose McGowan]

Thanks for the tips on finding cheap flights to Rome. It's my favourite destination. Prices are rising though, it's much more expensive to fly this year than last. Why is this?

[Lucy Gilmore]

My aunt, stuck at Carcassonne after her flight to Dublin was cancelled, was offered a flight to Stansted and then, after spending a night in a hotel, a flight to Belfast. She had to stump up £150 for a hotel room and then rail fares from Belfast to Dublin. She claimed her expenses from the airline and got them back.

It's always worth trying the airline first.

[Cheapflights Team]

Thanks to everyone for all your questions concerning hand luggage restrictions. We've answered them in our next Plane Talking column. We hope you find it helpful.

The Cheapflights team

[T Banks]

I plan to check-in on-line for a domestic Easyjet flight from Edinburgh to London, does anyone know if you have to produce a passport at the security and departure gates or will my driving license photograph be ok as it is when you check-in at the desk..

On Ryanair a driving license is acceptable i.d. unless you`re checking-in on-line then you definitely need a passport but i do not know if EJet apply the same rules..

Thank you..