PASSENGERS have criticised easyJet after being advised their Jersey-bound service was cancelled… only to find out later that the flight took off with around half its seats empty.
EasyJet has apologised to passengers after the incident, which happened amid chaotic scenes at London Gatwick Airport as fog caused extensive delays and cancellations during the busy period between Christmas and New Year. Many passengers due to travel on flight EZY 883 to Jersey left Gatwick on Sunday evening having been given the false impression that the service had fallen victim to the weather.
Jersey-based nurse Jon Robinson was among those affected as he attempted to return to the Island after a trip home to Belfast.
After his delayed flight from Belfast arrived at Gatwick at around 5.30pm, Mr Robinson had been due to board the 6.50pm service to Jersey.
“I’d seen that previous flights had been delayed, and after around an hour we were called to gate 52, where they were ‘processing’ people whose flights had been cancelled,” he said.
“There wasn’t any real help available, just a desk with some leaflets on it and a member of staff standing on a chair and shouting that passengers needed to book new flights via the easyJet app.”
Another passenger reported long queues at the gate as passengers were directed down a ramp in order to collect their baggage and leave the departure lounge.
“The suggestion was that using the app would solve everyone’s problems, but it wouldn’t allow you to rebook that flight, and there were plenty of older passengers and those with young families who needed help,” she said.
Mr Robinson later found out from a friend booked on the same flight that the plane had eventually reached Jersey at around 10.45pm on Sunday night – with around half of the seats empty.
“My friend had luggage they’d checked in to the hold which they went to collect, and while waiting at the carousel people were told the flight wasn’t cancelled, but people like me with carry-on bags had already left,” he said.
After paying £250 for his original return flight to Belfast, Mr Robinson was unable to secure a new flight until Tuesday, which meant he paid £200 for two nights’ hotel accommodation, £75 for the extra flight and lost two days’ work after being obliged to cancel clinics due to take place in Jersey on Monday and Tuesday.
“I totally appreciate that fog is outside easyJet’s control, but it was completely chaotic and like the third world – you’d expect a major airline to do better in dealing with customers who needed help than having someone standing on a chair shouting,” he said.
“We followed the advice we were given, but this turned out to be wrong, so it is easyJet which is at fault and I would expect the airline to compensate passengers for its error.”
In a statement, easyJet said: “Flight EZY883 from London Gatwick to Jersey on 29 December was initially cancelled as delays caused by fog and air traffic control restrictions led to the crew reaching their safety regulated operating hours. As a replacement crew then became available shortly after, the flight was able to operate.
“Our team in the airport notified customers and escorted them to the flight; however, some customers who had already left the airport were unable to return to the gate.
“While we were doing all we could to get customers to their destination as soon as possible, we are very sorry for the inconvenience this caused for those who didn’t travel and we are contacting them directly to provide a refund.”
