Violation of Passenger Rights (EU Regulation 261/2004)
On 2 July 2025, I was travelling on the route Nantes – Geneva (EZS1316) with my 9 years old son, booking reference K91ZT5K. The flight was planned to depart at 21.35 and was cancelled at last minute.
Events
I was planning to take a flight from Nantes to Geneva on 2 July, this was the last flight from Nantes airport. The flight was cancelled and no assistance was provided - no hotel voucher, no alternative flight, no meal vouchers were provided. EasyJet staff only informed us that we shall rebook our flights on the EasyJet application. However, the application was down and it was not possible to rebook the flight. Further, there were no available flights in the upcoming 48 hours operated by EasyJet. Either the flights were fully booked or cancelled due to the air controllers strike that went on in France from 3 July 2025 to 4 July 2025.
I and my son were left without any solution.
On the evening of 2 July, I was forced to book a hotel at the airport and purchase a new ticket for an Air France flight + a train ticket in order to return to Geneva and be back at work relatively on time. The price of this new ticket was approximately five times higher than my original booking.
After submitting a claim to receive the flight cancellation compensation (Case ID: 110274564) and reimbursement of costs for alternative flight and transport, hotel and meals (Case ID: 110274729) EasyJet has replied on 26 July 2025 that the flight was cancelled due to the strike and therefore EasyJet will not provide me with a compensation. However, the strike was only scheduled the day after my flight (the strike was scheduled on 3 and 4 July and my flight was scheduled on 2 July). Therefore, the reason given for not providing the compensation and the reimbursement of costs for alternative flight, hotel and meals was misleading and incorrect.
When I have contested this decision I have not received any response to date.
I have not received any response for my expenses claim to date.
Legal Basis – EU Regulation 261/2004
1. The airline is liable in cases of cancelled flights, except in extraordinary circumstances. The cancellation in my case was not extraordinary as EasyJet is claiming but operational. The strike only started the day after my flight.
2. Article 7, §1, (a) – Compensation of €250 is due for flights under 1,500 km – not fulfilled.
3. Right to reimbursement or re-routing
1. Where reference is made to this Article, passengers shall be offered the choice between:
(a) - reimbursement within seven days, by the means provided for in Article 7(3), of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant,
- a return flight to the first point of departure, at the earliest opportunity;
(b) re-routing, under comparable transport conditions, to their final destination at the earliest opportunity; or
(c) re-routing, under comparable transport conditions, to their final destination at a later date at the passenger's convenience, subject to availability of seats.
- Not fulfilled
4. Article 8, §3 – When the passenger is forced to purchase a new ticket due to the airline’s failure to provide an alternative, the cost must be reimbursed – not fulfilled.
5. Article 9, §1 – The airline must provide care (hotel, transport, meals, refreshments). Not fulfilled.
Conclusion
This case represents a serious violation of EU Regulation 261/2004:
The €250 compensation has not been paid (Art. 7, §1, (a)).
The expenses for the new ticket purchased on 2 July for a 3 July flight have not been reimbursed (Art. 8, §3).
This conduct demonstrates a systematic disregard for passenger rights under EU law, leaving travelers without any recourse.
For me, this case is clear evidence of EasyJet’s lack of accountability and professionalism. In the future, I will make every effort to avoid Easyjet as a carrier.
Reply from easyJet
Dear Marianna,
Thank you for sharing your experience regarding flight EZS1316 on 2 July 2025.
We are very sorry to hear about the disruption and the difficulties you and your son faced during your journey.
To help us investigate this matter further and ensure your feedback is properly reviewed, we kindly ask that you forward your Trustpilot review along with your booking reference to TrustpilotReviews@easyJet.com.
We appreciate your time and patience, and we hope to resolve this as swiftly as possible.
Xoli
easyJet Customer Service
