Delays and cancellations

If your flight is cancelled, there are several options available to you, which you can request quickly and easily by logging into Manage Bookings here on our website or via our easyJet App: 

• Switch to another flight for free. On Manage Bookings you'll be able to book seats on the next available flight. If there are no direct flights available, you can also search for flights to or from nearby airports within the same country or indirect flights on the easyJet network.
• Choose a voucher for the full value of your booking. The voucher is valid for 12 months from the date of issue and gives you the flexibility to book travel anywhere on our network when you’re ready to fly. You can request the voucher yourself via Manage Bookings.
• Request a refund. You can get a refund for the full value of your booking. Refunds will be paid to the account you made the booking with. We’re processing refund requests within 7 days, and they may take a few extra days to come through to your bank account. Once you’ve submitted an online refund request, you can track the status of your request here.

Visit our Disruption Help Hub to find out more. For information on your entitlements, please visit our notice of rights page. 

If you booked through a tour operator or travel agent, they will be able to help you with your travel plans. You can also choose to manage your easyJet flights directly in Manage Bookings. If you need further assistance and your agent is unable to help you, please contact our Customer Services Team. Remember to let your tour operator or travel agent know about any changes you make.

If your flight is cancelled, and the next available flight is not until the following day, we can offer you a hotel room for the night if you need one. Where eligible you can request a room after you’ve transferred onto a new flight on our app or in Manage Bookings.

If you require a wheelchair accessible room, please contact our Customer Services Team who will be happy to book you a room that meets your requirements. 

If you’re at the airport and are unable to log onto the internet, our Ground Crew will be able to help you. 

We will always do our best to provide customers with overnight accommodation. In times of widespread disruption that’s not always possible so we may ask you to find your own accommodation. 

In this case we ask that you look for accommodation, which is 3 stars or equivalent like Premier Inn, IBIS, Holiday Inn, Hotel Formule 1, Travelodge or Motel-One.  

Please keep the VAT invoice to claim back your expenses.

If your flight has been cancelled, we will try to get you an easyJet flight to your final destination within 24 hours of your original flight.

You can search for available flights and choose which one you want to transfer on to on Manage Bookings.

If there are no easyJet flights available to get you to your destination within 24 hours, you have the option to transfer to another airline, take a train, bus, or hire a car.

The alternative transport must be under comparable transport conditions (e.g. economy or standard fare) to your destination, and you will be entitled to claim reasonable transport costs back. If you need additional support or special assistance, please contact our team.

Please ensure you obtain a detailed itemised receipt. For more information on how to claim back expenses or for further help please refer to our expenses page, alternatively, you can contact us. 

Please note that you cannot claim for both a refund for your flight and rerouting on alternative transport.

Refreshment vouchers

Depending on your delay, we will provide you with a refreshment voucher to the value of £3 or €4.50.

If your flight is delayed by 2 hours (flights up to 1500km, e.g London to Zurich) you are entitled to vouchers. If your flight is delayed by 3 hours (flights over 1500km, e.g London to Dubrovnik) you are entitled to vouchers. If for any reason we are unable to provide you with vouchers, we will reimburse you up to the same amount if you provide appropriate receipts.

If the delay is longer than 5 hours you can change your flights for a later date subject to seats being available.

Alternatively you can cancel your delayed flight and apply for a full refund.  To cancel or change your flight please speak to our Ground Crew in the airport or contact our Customer Service team.

Overnight delays - accommodation

If the flight delay means that you are not able to depart until the following day, our Ground Crew will arrange overnight accommodation for you.

Please wait at the airport to be given the details of the hotel and the transport available to get there. We will provide transport between hotels and the airport where possible.

If we’re unable to provide you with transport we will cover taxis, buses or local metro services to and from the airports, but we cannot cover unreasonable costs such as private limousines.

We will arrange where possible, for the hotel to provide you with an evening meal (excluding alcohol) and breakfast. If the hotel isn’t able to provide you with food, we will reimburse you up to £25 per person per day (EUR/ CHF equivalent).

Please keep all receipts to claim back your expenses. 

If your aircraft is diverted, we’ll do all that we can to get you to your final destination. Our ground crew will keep you up to date with alternative travel.

If for any reason we’re unable to arrange a transfer, we may ask you to make your own arrangements.

We’ll reimburse you for trains, buses or taxis, but we cannot reimburse unreasonable costs such as private limousines.

In the unlikely event that we can’t arrange hotel, meal, or transport costs directly for you on the day of your disrupted flight, you may be asked to pay for reasonable costs yourself. You can claim back expenses on our expenses page.

To check what you are entitled to under the regulation please read our notice of rights for delayed and cancelled flights.

Unfortunately, we can’t cover other costs such as, pre-booked hotel stays, airport parking or missed activities, but your travel insurance may.

All expense claims must be supported by valid itemised receipts or invoices on headed paper as proof of purchase. We cannot accept credit card receipts as proof of payment.

If your flight arrives more than three hours after the scheduled time of arrival, or is cancelled within 14 days of departure, or you are involuntarily denied boarding, you may be able to claim EC261 compensation. You can claim for compensation here.

If the cause of your delay or cancellation is classified as an Extraordinary circumstance (like an air traffic control strike or bad weather) you will not be entitled to EC261 Flight Compensation.

To check what you are entitled to please read our notice of rights for delayed and cancelled flights.

You must apply directly to us to receive your compensation.

Once you have submitted your claim, you’re able to track the progress of your claim via our track my claim tool.

Please be advised that our customer services team will not be able to access any more information than we’ve provided on the tool or via email.

On any given day large numbers of passengers don’t show up for their flight. Filling our planes and minimising the number of empty seats we fly is one of the ways we can reduce the price you pay for your flight.

What happens if you are denied boarding

If you are at the airport, please speak to one of our ground crew. They can provide you with information explaining how we can assist you with making alternative travel plans, claiming compensation, or how to request a refund of voucher if you choose not to travel.

We will also pay for reasonable ground transfers, accommodation and food/drink expenses in line with our expenses policy until the next seat is available for you to continue your journey.

You will also be entitled to compensation under EC261. To check what you are entitled to please read our notice of rights for delayed and cancelled flights.

Reasons for overbooking 

Based on our historical data, we sometimes sell more seats on a flight if we know there is a high chance of customers not turning up.

There are also some occasions when we may have to reduce the number of passengers on board the aircraft because of weight restrictions or by operating on a smaller aircraft than planned.
 
On overbooked flights, either at Bag Drop or at the Gate, we always ask for volunteers who may be able to change their plans to give up their seat to enable everyone who wants to fly to get on board.

If you have booked with a travel agent or tour operator, please speak to them directly to manage your disrupted booking. If you make changes to your flights you must contact your travel agent/tour operator to let them know as this could impact your onward travel like transfers, hotels, car hire, and parking. easyJet is not responsible for these changes. 

If you have booked with easyJet holidays please speak to them directly to manage your disrupted booking.

We work hard to minimise the impact of disruption on our customers. We are now offering customers the option to book onto an indirect easyJet route free of charge to help get them to their destination as soon as possible when their original flight has been disrupted. This means customers will be able to fly from their original departure airport to an intermediate destination and then from there on to their final destination. However, this is not an interlined or connecting flight and customers must therefore collect any luggage, re-check in and re-clear security for each individual flight.

How is this different from a ‘connecting’ or ‘interlined’ flight?

An indirect booking is made up of two separate flights and your baggage won’t be interlined between them. This means that you must collect any checked luggage and clear customs for each individual flight on the booking. As well as re-checking in and re-clearing security for each individual flight on the booking.

How will this impact my checked bags?

Your checked bags will not automatically travel onto each flight. You must collect and re-check your bags at Bag Drop for each individual flight on the booking.

Do I need any additional documents?

Please, make sure you have the appropriate documentation to enter each country you’ll travel through on the journey. This includes, but is not limited to, passports, visas and entry forms. You’ll need to cross the border and customs, then enter the ‘landside’ area at your intermediate airport to check in for your next flight. 

Will I be charged extra for selected an indirect flight?

No. If your flight has been cancelled and you book an indirect flight through the Manage Booking Disruption Portal you will not be charged any additional fees for this service.

Am I entitled to a refund for my disrupted flight?

You’re not entitled to a refund if you have selected a rerouted flight as you have chosen this as an alternative to a refund or voucher.

Will I still receive my Extra Leg Room/Upfront Seat on all flights?

We’ll always do our best to transfer your cabin bag across, but this will be subject to availability. If for any reason we’re unable to achieve this, then you should contact our Customer Services Team to request a refund.

Will I still receive my pre purchased cabin bag?

We’ll always do our best to transfer your cabin bag across, but this will be subject to availability. If for any reason we’re unable to achieve this, then you should contact our Customer Services Team to request a refund.

Once I’ve chosen an indirect flight, can I change my mind?

Once you confirm your selection on Manage Bookings you won’t be able to change your mind as these flights have now been booked for you. Any further changes will be chargeable as per our standard terms and conditions.

Will my special assistance reservation be added to this indirect booking?

Yes. Existing special assistance reservations will be transferred across to your new booking.

What happens if my indirect flight is disrupted?

If your flight is disrupted, you can view your options via the Manage Bookings Disruption Portal on our website or app.