EasyJet apologizes for miscommunication about August snow

Aug 09 2023 Travel trends

EasyJet, a well-known budget airline, has extended an apology after a communication error led passengers to believe their flight delay in August was caused by the need to clear snow from the runway – an improbable scenario for mid-August.

EasyJet flight EZY5104

Passengers of flight EZY5104, traveling from Jersey to Gatwick on Monday, 15 August, experienced a delay of over three hours. Some passengers sought compensation for the disruption, only to be informed that the delay fell under "extraordinary circumstances," which typically exempts airlines from offering compensation.

Originally scheduled for departure at 8:45 am, the flight eventually took off at 12:12 pm, resulting in a considerable delay that left travelers puzzled and seeking answers.

In an email communication to affected passengers, EasyJet attributed the delay to snow clearance on the runway at Jersey Airport, which subsequently caused a domino effect of delays across multiple flights and airlines.

Reactions to snow clearance in August

Social media platforms saw a flurry of posts from passengers who found the snow-related explanation perplexing, as snow in August is a rare occurrence.

However, the airline later clarified that the snow clearance explanation was an outcome of "human error." The actual cause of the delay, according to EasyJet, was due to adverse weather conditions and fog.

A representative from EasyJet expressed regret over the dissemination of incorrect information, stating, "We apologize to passengers for the inaccurate details provided regarding the specific weather conditions that led to the delay."

EasyJet claims extraordinary weather circumstances

The spokesperson clarified that despite the erroneous communication, the delay still resulted from extraordinary circumstances beyond the airline's control, potentially excluding passengers from eligibility for compensation.

Reiterating their stance, the representative emphasized, "EasyJet is committed to providing compensation when it meets the required criteria."

The incident serves as a reminder of the importance of accurate and transparent communication with passengers during flight disruptions, highlighting the need for precision in conveying information that affects passengers' travel plans and expectations. Have you had similar difficulties during your travel? You can always file your case with us at www.myflyright.com and we will check if you are eligible for compensation.