Published on : Tuesday, April 18, 2017
A British couple were physically removed from an overbooked flight and not offered compensation. The two passengers were due to fly from Luton Airport to Catania in Sicily on Monday last week. This incident occurred on an Easyjet flight a day after a United Airlines passenger was violently dragged off a plane in the US.
After boarding the aircraft they were asked to leave by staff because the plane had been overbooked. Easyjet has apologised and blamed human error for the situation.
The two passengers, who had booked non-refundable accommodation in Italy, were told that the next available Easyjet flight was four days later.
The airline failed to tell them they were entitled to a flight the same day with another airline, or to compensation as stipulated under EU rules.
Easyjet admits that this incident involved two distinct cases of human error. The final two passengers should not have been issued boarding passes at the bag-drop area in Luton airport. Their tickets had not been properly scanned and so the system thought there were enough seats on the plane.
The second human error was not telling their freshly deplaned and livid customers that they were entitled to compensation or indeed a free flight with a rival airline to their final destination.
This incident might never have been reported but for the United debacle, which will surely became a textbook example for aspiring public relations types of how not to do it.
The couple, who had planned a six-day break, then decided to cancel the trip.
Easyjet said it said it was “genuinely sorry” for what had happened and would be providing additional training for staff. The airline also promised to change its policy on giving staff last-minute seats on full flights.