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COVID-19 - FAQs

If your flight has been cancelled

 

My flight has been cancelled, what are my options?

As you will be aware, strict travel restrictions have been implemented by authorities for flights and citizens across Europe, to help contain the spread of Covid-19, to protect  people and manage health services. As a result of these extraordinary circumstances, your flight may have been cancelled. If your flight is cancelled we will notify the booker using the details we have on the booking. 

You can choose to:

  • Switch to any other flight, any time. You can fly anywhere on our network and you will not pay change fees.  Seats are currently for sale until February 2021 and you can do this via Manage Bookings or the easyJet app.
  • Claim a voucher for the full value of your ticket. If you aren’t ready to book again just yet, a voucher provides the flexibility to book travel in future, for flying through to at least Winter 2021. You can access the voucher via Manage Bookings or the app. Click here for voucher terms and conditions.

You can also apply for reimbursement via our call centres – however, please be aware that our call centre team have been impacted by a combination of high demand and national lockdowns, so call waiting times and processing will be considerably longer than usual.

If you booked through a third party, you should contact them directly as their conditions around changes and cancellations may differ.

Please be assured that if your flight is cancelled, you do not need to contact us before your flight date and your options remain available after this time. 

Please see “manage disruption” in Manage Bookings for more details.

 

If your flight has not been cancelled

 

My flight is shown as operating but I want to cancel my travel, what are my options?

Where flights are shown as operating our standard terms and conditions continue to apply. However, we are currently waiving our change fees which means you can now change the dates and destination without incurring a change fee and would only pay the fare difference if the new flights are more expensive. Please note this offer is only for customers who self-serve on our website or mobile app through Manage Bookings. No credit is given if the new fare is lower. Changes must be made at least 2 hours before the scheduled departure time, in line with our standard terms and conditions. Please see below for more details on changes.

If you still wish to cancel you may be entitled to a refund of Government Taxes. For new bookings cancelled within 24 hours of booking you get a full refund, minus a cancellation fee. For more information please see our Fees and Charges page

 

I’m meant to be to flying within the next few weeks, but my flight is still showing as operating and you said you’ve grounded your fleet. How do I know if it’s been cancelled?

 

We're working our way through our cancellations right now, but due to the large amount of flights that we have we are going through this day by day. This means that if your flight is within the next few weeks it might still be showing as operating, but rest assured if it is cancelled we will contact you using the details we have on the booking, with the options available to you.

 

Am I entitled to a refund / voucher?

 

If your flight is still shown as operating our standard terms and conditions continue to apply. If you still wish to cancel you may be entitled to a refund of Government Taxes. For new bookings cancelled within 24 hours of booking you get a full refund, minus a cancellation fee. For more information please see our Fees and Charges page. If your flight is within the next few weeks, please see the question above.  

Alternatively, we are currently waiving our change fees which means you could change the dates and destination without incurring a change fee and would only pay the fare difference if the new flights are more expensive. Please note this offer is only for customers who self serve on our Website or mobile app. Changes must be made at least 2 hours before the scheduled departure time, in line with our standard terms and conditions. Please see below for more details on changes.

 

Can I change my flight to a later date and / or change the route?

 

If your flight is not cancelled and you still wish to change your flight to another date and / or another route you can now do that without incurring a change fee and would only pay the fare difference if the new flights are more expensive. Please note this offer is only for customers who self-serve on our website or mobile app through Manage Bookings. No credit is given if the new fare is lower.  Only if you unable to self-serve, you can call our Customer Service Team on 0330 365 5000 between 08:00am – 17:00pm daily. Please note our teams are currently exceptionally busy and operating with fewer resources due to the lockdown measures, so please only contact us now if it is very urgent. Changes must be made at least 2 hours before the scheduled departure time, in line with our standard terms and conditions.

 

Can I make further changes later?

 

We are currently waiving our change fees until further notice so you can make further changes to your flight at this time and only pay the fare difference. No credit is given if the new fare is lower. Change fees and any new fare difference will apply for changes made at a later date.

 

Does the fee waiver apply to new bookings?

 

The waiver currently applies to both new and existing bookings. If you make a new booking, you can make changes to your flight while the waiver remains in place without paying the change fee and will only pay the fare difference. No change is given if the new fare is lower. Change fees and any new fare difference will apply for changes made once the fee waiver has ended.

 

What do I do if my flight is impacted due to confirmed restrictions implemented by certain countries?

 

Confirmed travel restrictions were implemented by certain countries for flights arriving and departing from some countries. As a result of these extraordinary circumstances, you will receive an email from us with the options available to you. If you have not received any communication from us, your flight is operating as normal. Please continue to check the status of your flight through Flight Tracker on our website or Mobile App.

 

Can I get a full refund due to serious illness?

 

In the unfortunate event that you are cancelling because you or a passenger on your booking has a serious illness, please contact our Customer Service Team through our online Webform. You will need to submit a medical certificate for us to assess your options.

 

More information about travel restrictions and your flight status

 

Where can I check the latest travel information?

 

Please visit our latest travel information page on our website.

 

How can I check the status of my flight?

 

The best place to keep up to date on the status of your flight with real time information is via our Flight Tracker which can also be accessed via our Mobile App. If your flight is more than 2 days in advance, please sign in by using your booking reference and last name or your account details.

 

If a country implements travel restrictions which affect my booking how will I be notified?

 

If your flight is affected you will be contacted through email and SMS. Please make sure that your contact details are up to date. You can also proactively check on flight tracker for this too.

 

If a country implements travel restrictions will you repatriate me and what is the process for doing so?

 

If we still have permission to operate, we will do everything we can to help customers return home.

 

Should I call to speak to one of your agents or how am I best to manage my booking?

 

Our contact centres are currently exceptionally busy and operating with fewer resources due to government lockdown measures, so we advise that you do not contact us at present unless it is very urgent. Our most up to date information will always be published on our website, so this should be your first point of contact. Please be assured that if your flight is cancelled, you do not need to contact us before your flight date and your options remain available after this time. Please see “manage disruption” in Manage Bookings for more details.

 

If you’ve booked through a third party or travel agent, what do I need to do?

 

Please note we can only issue vouchers to the person or company who paid for the booking. If you booked via a third party you will need to contact the third party directly if you do not receive your voucher.