Donna Lalek, a bank worker from North Wales, said her holiday to Murcia, Spain was ‘destroyed’ by easyJet. After getting in touch with the Mirror, the budget airline agreed to pay the family compensation
A family’s getaway was ruined by a last-minute easyJet Holidays cancellation.
Donna Lalek, her parents and brother had been looking forward to a trip to Murcia, Spain, and turned up to the airport ahead of their 6.05am flight on July 27. As they walked through the entrance doors, they received an email that’d make any happy holidaymaker’s heart sink.
“We received an email saying that there was a technical issue with our plane and the flight was cancelled, but they were working on how to help us,” Donna, who works in a bank, explained.
“We spoke to staff at the airport who advised they are not able to assist the package holiday customers. They just gave us a leaflet with a number to call. I made the call.” The family’s flight rebuff comes as a major European airline announces the cancellation of one of its key UK routes.
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Donna was told that no flight would leave within the next two days, meaning the holiday would be cancelled. The Laleks, from North Wales, suddenly went from looking forward to a sunny week away to sloping back home with a large financial hole in their pockets.
“When I asked about the great expense of incidentals for the holiday, such as clothes, airport parking, fuel cost, travel insurance and transfers – not to mention the lost and wasted week off work for me and my brother – I was told it was not easyJet’s responsibility to pay for these things,” Donna explained.
“They would not look at offering alternative holidays, so we had no choice but to return home. The flight was very early in the morning so we all lost a night’s sleep unnecessarily and the petrol alone for a pointless return trip to the airport is not insignificant.”
The cancellation was particularly galling for Donna, who is disabled and can only travel with her family by her side. She said easyJet had ‘destroyed’ their holiday.
“My family wanted to take me away so I could go on holiday again. but thanks to easyJet that won’t be happening,” she said.
“Most of us work very hard and look forward to our summer holiday, so before booking, people should be made aware that easyJet may cancel your holiday, even if you have already arrived at the airport.”
Once all of the airport transfers, insurance, and travel to the airport are taken into account, Donna claims the family is £335 out of pocket. That doesn’t include the time they booked off work.
A spokesperson for easyJet said that a technical issue with the aircraft led to the cancellation.
“Engineers attended the aircraft but unfortunately were unable to resolve the problem. As there were no other suitable flight alternatives to Murcia within two days of travel, the holiday therefore had to be cancelled,” they explained.
After the Mirror contacted the budget airline’s press office, EasyJet agreed to process a full refund for the holiday and give the family £200 for the inconvenience.
“In line with airline regulation, the customer will also be entitled to additional compensation due to the flight cancellation,” the spokesperson added. “Whilst we do everything we can to get our customers away on their holidays, due to there being no alternative flight options on this occasion, we unfortunately had to cancel Ms Lalek’s trip. We are in touch to process a full refund of her holiday as well as a gesture of goodwill to apologise for the disappointment caused.”