EasyJet has faced criticism after refusing to provide a refund or credit for a group of 14 stag party flights, despite the groom's two-year-old daughter being diagnosed with an aggressive brain tumor. The airline initially offered only a voucher for the groom's fare and tax refunds for others, citing its 'compassionate serious illness policy' only applies when the patient is a passenger on the booking.
Devastating Diagnosis
The couple was organizing their wedding when their daughter was diagnosed with a grade 4 brain tumor, requiring immediate life-saving surgeries. The prognosis is devastating, and the family has been overwhelmed by grief. While other wedding-related businesses provided full refunds, EasyJet refused to override its terms.
EasyJet's Initial Response
The best man, who booked the flights for £4,000, requested a credit note to postpone. EasyJet offered a voucher only for the groom and tax refunds for others, arguing the remaining guests could still travel. The airline stated its compassionate policy only covers passengers who are patients, not their families.
In a statement, EasyJet later acknowledged the exceptional circumstances and issued full refunds to all passengers. However, the initial refusal caused significant stress during an already difficult time.
Consumer Advice
Travel insurance is typically recommended for illness-related cancellations, but in this case, many guests had policies with high excesses. EasyJet has been urged to clarify its compassionate policy terms to prevent similar situations.
