EasyJet Complaints – How to complain about an EasyJet flight?

Complain to easyJet first in writing, use the easyJet contact form or webchat via Speedy Boarding’s customer service portal, and keep a copy of your complaint and the reference number you are given. Phone calls alone are not sufficient because you need a written record. If easyJet issues a final response (“deadlock letter”) that you disagree with, or eight weeks pass without a resolution, you can escalate the easyJet complaint to AviationADR; the CAA-approved Alternative Dispute Resolution scheme. AviationADR is free for passengers and its decisions are binding on easyJet.

Under UK261 (the UK’s retained version of EU Regulation 261/2004), easyJet delay compensation is fixed by flight distance: €250 (~£220) for flights up to 1,500 km, €400 (~£350) for flights between 1,500–3,500 km, and up to €600 (~£520) for flights over 3,500 km delayed by four or more hours. Your flight must have arrived at least three hours late at the final destination. Most easyJet UK departures are short-haul European routes in the €250 band, but popular destinations such as the Canary Islands, Turkey, Egypt, and Israel fall into the €400 medium-haul band. easyJet does not have to pay when the delay is caused by genuine extraordinary circumstances (e.g. severe weather or air-traffic control strikes), but CAA guidance confirms that routine technical faults and crew shortages do not qualify.

Yes. If easyJet cancelled your flight with fewer than 14 days’ notice and the cancellation was not caused by extraordinary circumstances, you can claim compensation under UK261 at the same €250-€600 amounts that apply to delays. Separately from compensation, you are entitled to choose between a full refund within 7 days or re-routing to your final destination; this is the passenger’s choice under UK261, not the airline’s. If easyJet offered an alternative flight that arrived within set time windows of the original, compensation may be reduced by 50%. easyJet must also provide meals, refreshments, and hotel accommodation where appropriate while you wait. If easyJet refuses your claim, AviationADR can adjudicate free of charge.

ADR stands for Alternative Dispute Resolution, an independent way to resolve disputes without going to court. AviationADR is the CAA-approved ADR scheme that handles unresolved easyJet flight complaints for UK departures and arrivals. The process is simple: (1) complain to easyJet in writing; (2) wait for their final response or for eight weeks to pass; (3) submit your complaint to AviationADR online, by phone on 0203 540 8063, or by post; (4) AviationADR contacts easyJet for their side, reviews the evidence from both parties, and issues a decision. The service is free for passengers, and if you accept the outcome it is legally binding on easyJet.

easyJet has up to 28 days to respond to AviationADR once a complaint is filed. After that, AviationADR resolves most easyJet complaints within an average of 30 days from receipt of the full file, and all cases within a maximum of 90 days, the statutory limit for CAA-approved ADR schemes. If you complained to easyJet directly first, you should allow them up to eight weeks before escalating to AviationADR. In practice, straightforward UK261 delay and cancellation claims are decided more quickly than complex baggage or denied-boarding disputes.

No. You don’t need a solicitor or a claims management company to claim easyJet compensation under UK261. You can complain to easyJet directly for free, and if they refuse or don’t resolve the matter within eight weeks you can escalate to AviationADR at no cost. Claims companies and no-win-no-fee solicitors typically charge 25-35% of your compensation plus VAT, on a £350 claim that’s over £100 taken from your payout. AviationADR is CAA-approved, impartial, and its decisions are binding on easyJet, so using a paid representative rarely adds value for a straightforward UK261 claim.