Friday 30 April 2010
Not any more
So I get a phone call tonight (April 30th) from my mum on my mobile, which is unusual unless it is urgent. She has found the £85 payment on a credit card that she 'rarely uses' that was "in a drawer" somewhere. She'll forward on my letter!
Mum's pretty sure
My mum replies the following day:
from Elaine Marks
to Anton Marks
date 30 April 2010 00:42
subject RE: FW: Additional expenses refund request [Incident: 100220-000745]
Dear Anton,
There is no way Dad paid the accommodation bill and I only use one Halifax debit card whenever I book your flights. I have located the original flight tickets to my Halifax debit card which I bought in July. I only had to go back to Jan 6th of my Halifax statement and IT DOES NOT APPEAR. However I am going to phone Halifax tomorrow to check it has definitely not gone through and then I will have a rethink.
Love
Mum xxx
from Elaine Marks
to Anton Marks
date 30 April 2010 00:42
subject RE: FW: Additional expenses refund request [Incident: 100220-000745]
Dear Anton,
There is no way Dad paid the accommodation bill and I only use one Halifax debit card whenever I book your flights. I have located the original flight tickets to my Halifax debit card which I bought in July. I only had to go back to Jan 6th of my Halifax statement and IT DOES NOT APPEAR. However I am going to phone Halifax tomorrow to check it has definitely not gone through and then I will have a rethink.
Love
Mum xxx
Taste of bewilderment
Here is my reply:
from Anton Marks
to Elaine Marks
date 29 April 2010 21:00
subject Re: FW: Additional expenses refund request [Incident: 100220-000745]
Hi Mum,
1) You know as well as I do that there is just no way that Easyjet reimbursed the hotel - they are footdragging with us because they don't want to pay up. They would tell us if they paid the hotel. That is just not how they work? I don't know what indicates to you that Easyjet paid anyone anything voluntarily.
2) I still can't believe that you were not charged. Dad and you have so many credit cards and bank accounts I don't know how you keep track of them all. Maybe you missed it on one of your accounts somehow.
4) I don't think we will be able to get the cab fare back without the hotel charge.
3) Easyjet is worth £1.6billion and yet they are trying to wriggle out of the contract you made with them (and they promised me in writing and verbally at the airport) to refund expenses incurred due to them cancelling the flight. They are liable.
4) We are letting Easyjet off lightly by only asking for a refund of 85 for the two of us (we are entitled to at least that each! - We could have stayed in a more expensive hotel, claimed for more meals etc etc. We could actually have charged them for buying new flight tickets on another airline and transport across London to another open airport which a lot of people did and which would have cost them hundreds of pounds more). They are legally obligated to pay up and I don't want to let them get away with not coughing up - they'll think they can get away with it with other people and it's just not right.
5) When we get the 95 pounds back and Adi gets her 10 pounds back you can decide what to do with it. I see these are your options:
a) Keep the money
b) Give it to charity (I know a wonderful non-profit organisation that runs seminars for kids from Migdal Ha'emek!)
c) Ring the hotel, tell them that they didnt charge you, and send them the money.
Why should easyjet profit from the hotel's mistake???? My conscience tells me that that is less right than giving up now.
6) We still might not get anything out of them anyway.
Please send them the letter,
Love from Anton x x x
from Anton Marks
to Elaine Marks
date 29 April 2010 21:00
subject Re: FW: Additional expenses refund request [Incident: 100220-000745]
Hi Mum,
1) You know as well as I do that there is just no way that Easyjet reimbursed the hotel - they are footdragging with us because they don't want to pay up. They would tell us if they paid the hotel. That is just not how they work? I don't know what indicates to you that Easyjet paid anyone anything voluntarily.
2) I still can't believe that you were not charged. Dad and you have so many credit cards and bank accounts I don't know how you keep track of them all. Maybe you missed it on one of your accounts somehow.
4) I don't think we will be able to get the cab fare back without the hotel charge.
3) Easyjet is worth £1.6billion and yet they are trying to wriggle out of the contract you made with them (and they promised me in writing and verbally at the airport) to refund expenses incurred due to them cancelling the flight. They are liable.
4) We are letting Easyjet off lightly by only asking for a refund of 85 for the two of us (we are entitled to at least that each! - We could have stayed in a more expensive hotel, claimed for more meals etc etc. We could actually have charged them for buying new flight tickets on another airline and transport across London to another open airport which a lot of people did and which would have cost them hundreds of pounds more). They are legally obligated to pay up and I don't want to let them get away with not coughing up - they'll think they can get away with it with other people and it's just not right.
5) When we get the 95 pounds back and Adi gets her 10 pounds back you can decide what to do with it. I see these are your options:
a) Keep the money
b) Give it to charity (I know a wonderful non-profit organisation that runs seminars for kids from Migdal Ha'emek!)
c) Ring the hotel, tell them that they didnt charge you, and send them the money.
Why should easyjet profit from the hotel's mistake???? My conscience tells me that that is less right than giving up now.
6) We still might not get anything out of them anyway.
Please send them the letter,
Love from Anton x x x
Thrown a curveball
So I really wasn't expecting this, but the following day, my mum sends me this letter:
from Elaine Marks
to Anton Marks
date 29 April 2010 00:13
subject RE: FW: Additional expenses refund request [Incident: 100220-000745]
Signed by btinternet.com
Dear Anton,
Received the letter you want me to forward to easyJet. As I have not been able to trace £85 being taken out of my Halifax account Dad & I really feel you should not pursue it any more.
Maybe they reimbursed the hotel before they put my card through. We both feel it should be laid to rest, but claim for your taxi fare.
We’ll speak soon’
Luv u
Mum xxxx
from Elaine Marks
to Anton Marks
date 29 April 2010 00:13
subject RE: FW: Additional expenses refund request [Incident: 100220-000745]
Signed by btinternet.com
Dear Anton,
Received the letter you want me to forward to easyJet. As I have not been able to trace £85 being taken out of my Halifax account Dad & I really feel you should not pursue it any more.
Maybe they reimbursed the hotel before they put my card through. We both feel it should be laid to rest, but claim for your taxi fare.
We’ll speak soon’
Luv u
Mum xxxx
and on and on....
On April 28th, I send this letter to be forwarded on, attaching again copies of the receipts for the hotel and the transfers to and from the hotel and the airport:
from Anton Marks
to Elaine Marks
date 28 April 2010 20:31
subject Re: FW: Additional expenses refund request [Incident: 100220-000745]
mailed-by gmail.com
Hi Mum,
Here is my latest effort. Not funny but I'm getting more annoyed with them.....starting to lose patience
Love Anton x x
Dear Przemyslaw Gutowski,
Another month has passed by since your last letter so I thought I would write again.
Thank you for the reimbursement of 19.49 for the meal that we ate.
I now would like to recieve reimbursement for our accomodation and our journeys to and from our hotel.
I am writing on behalf of Anton Marks (Booking Reference: EFP4LS9) and Adi Shani (Booking Reference: EFQ2L9K). The two of us stayed in the hotel together and shared a cab to and from the airport to the hotel. The total amount for reimbursement is 95 pounds. I have attached the receipts.
Thank you for you urgent attention on this matter - It has now been almost four months of correspondance trying to attain the refund that is due to us according to the terms and conditions of the agreement we entered into when we bought our flight tickets.
Thank you for your urgent attention on this matter,
Anton Marks
from Anton Marks
to Elaine Marks
date 28 April 2010 20:31
subject Re: FW: Additional expenses refund request [Incident: 100220-000745]
mailed-by gmail.com
Hi Mum,
Here is my latest effort. Not funny but I'm getting more annoyed with them.....starting to lose patience
Love Anton x x
Dear Przemyslaw Gutowski,
Another month has passed by since your last letter so I thought I would write again.
Thank you for the reimbursement of 19.49 for the meal that we ate.
I now would like to recieve reimbursement for our accomodation and our journeys to and from our hotel.
I am writing on behalf of Anton Marks (Booking Reference: EFP4LS9) and Adi Shani (Booking Reference: EFQ2L9K). The two of us stayed in the hotel together and shared a cab to and from the airport to the hotel. The total amount for reimbursement is 95 pounds. I have attached the receipts.
Thank you for you urgent attention on this matter - It has now been almost four months of correspondance trying to attain the refund that is due to us according to the terms and conditions of the agreement we entered into when we bought our flight tickets.
Thank you for your urgent attention on this matter,
Anton Marks
The plot thickens
In the meantime, my mother starts looking for the £85 payment for the hotel on her credit card, and she can't find it anywhere on her statement. She even phones her bank, and they tell her there has been no debit of this amount on or since 6th January, when she paid for the hotel by credit card. Even though we were told by the hotel that the payment had been made, and were given a receipt saying as such when we left the hotel, my mum is convinced that she never actually paid for the hotel.
Meanwhile, she does receive £19.49 as reimbursment for the meal. Hurrah!!! (I remind you after easyjet initially refused to reimburse us because they had no itemised bill. Telling them what we ate (and that it was very tasty!) seemed to be enough to convince them otherwise! But £19.49? The receipt was for £19.50. I wasn't going to quibble over a penny but I'm guessing that's what easyjet are banking on - if they take a penny off every claim, and easyjet get lots of claims, I reckon it works out at a few quid. That's on top of the less stubborn customers who give up on fighting what's due to them due to their frustratingly slow response time and dismissive letters.
Meanwhile, she does receive £19.49 as reimbursment for the meal. Hurrah!!! (I remind you after easyjet initially refused to reimburse us because they had no itemised bill. Telling them what we ate (and that it was very tasty!) seemed to be enough to convince them otherwise! But £19.49? The receipt was for £19.50. I wasn't going to quibble over a penny but I'm guessing that's what easyjet are banking on - if they take a penny off every claim, and easyjet get lots of claims, I reckon it works out at a few quid. That's on top of the less stubborn customers who give up on fighting what's due to them due to their frustratingly slow response time and dismissive letters.
and on...
So the last letter from easyjet promised the £19.50 would be reimbursed after "15-20 working days" so on April 15th I sent this letter.
from Anton Marks
to Elaine Marks
date 15 April 2010 10:30
subject Re: FW: Additional expenses refund request [Incident: 100220-000745]
mailed-by gmail.com
hide details 15 Apr
Hi Mum,
Tuesday was 20 days after the email - did you get the 19.50 reimbursed onto your card?
Here is the new letter:
Dear Przemyslaw Gutowski,
Thank you for eventually replying to me. My mother is checking her statements now to verify that the 19.50 has been reimbursed.
The booking reference for my flight is EFP4LS9. The booking was made using this email address (elaine.marks1@btinternet.com), paid for by Elaine Marks (my mother) and the name on the flight booking is Anton Marks (Me).
The accomodation was booked by Elaine Marks (still my mother), on the same credit card she paid for the flights with, and the name on the hotel booking is Anton Marks (still me).
Therefore, the name on the flight booking (Anton Marks) and the name on the hotel booking (Anton Marks) is EXACTLY the same.
Please Reimburse her credit card for the amount of 95 pounds (accomodation and transfer to and from the hotel).
Looking forward to hearing from you soon,
Anton Marks
from Anton Marks
to Elaine Marks
date 15 April 2010 10:30
subject Re: FW: Additional expenses refund request [Incident: 100220-000745]
mailed-by gmail.com
hide details 15 Apr
Hi Mum,
Tuesday was 20 days after the email - did you get the 19.50 reimbursed onto your card?
Here is the new letter:
Dear Przemyslaw Gutowski,
Thank you for eventually replying to me. My mother is checking her statements now to verify that the 19.50 has been reimbursed.
The booking reference for my flight is EFP4LS9. The booking was made using this email address (elaine.marks1@btinternet.com), paid for by Elaine Marks (my mother) and the name on the flight booking is Anton Marks (Me).
The accomodation was booked by Elaine Marks (still my mother), on the same credit card she paid for the flights with, and the name on the hotel booking is Anton Marks (still me).
Therefore, the name on the flight booking (Anton Marks) and the name on the hotel booking (Anton Marks) is EXACTLY the same.
Please Reimburse her credit card for the amount of 95 pounds (accomodation and transfer to and from the hotel).
Looking forward to hearing from you soon,
Anton Marks
dragging on...
On 25th March I sent my mum my reply for her to forward to easyjet:
from Anton Marks
to Elaine Marks
date 25 March 2010 01:07
subject Re: FW: Additional expenses refund request [Incident: 100220-000745]
mailed-by gmail.com
Unbelievable!!!! They are so stupid!!!!!! (don't forward to them this bit!!!)
Here is my reply:
Dear Przemyslaw,
Thanks for your reply. Eventually we'll get there - I'm sure of that.
So you have agreed to reimburse us for the 19.50 - thank you - that is a start.
In terms of the accomodation (and the transport to and from the hotel), I want to explain something. I am writing these letters claiming reimbursement for 2 passengers on the flight that was cancelled. One passenger by the name of Adi Shani and for myself, Anton Marks. We are a couple, and are very happy together thank you very much. The hotel room that we booked was put on my mother's credit card (The same card that she booked both of our flight tickets) and came to 85 pounds. It was a double room that we shared. In 2010 I would have thought that couples with different surnames booking into a hotel room would not cause a stir, but obviously it has led to this misunderstanding.
Please confirm that you will be reimbursing us for the accomodation and taxis.
Yours patiently,
Anton Marks
from Anton Marks
to Elaine Marks
date 25 March 2010 01:07
subject Re: FW: Additional expenses refund request [Incident: 100220-000745]
mailed-by gmail.com
Unbelievable!!!! They are so stupid!!!!!! (don't forward to them this bit!!!)
Here is my reply:
Dear Przemyslaw,
Thanks for your reply. Eventually we'll get there - I'm sure of that.
So you have agreed to reimburse us for the 19.50 - thank you - that is a start.
In terms of the accomodation (and the transport to and from the hotel), I want to explain something. I am writing these letters claiming reimbursement for 2 passengers on the flight that was cancelled. One passenger by the name of Adi Shani and for myself, Anton Marks. We are a couple, and are very happy together thank you very much. The hotel room that we booked was put on my mother's credit card (The same card that she booked both of our flight tickets) and came to 85 pounds. It was a double room that we shared. In 2010 I would have thought that couples with different surnames booking into a hotel room would not cause a stir, but obviously it has led to this misunderstanding.
Please confirm that you will be reimbursing us for the accomodation and taxis.
Yours patiently,
Anton Marks
Claim lame
It wasn't until March 24th that we received another reply from easyjet:
| Subject | |
| Additional expenses refund request | |
|
| |
| Discussion Thread | |
| Response (Przemyslaw Gutowski) | 24/03/2010 06.33 PM |
| Need to update your question? | |
Claim shame
From: Anton Marks antonmarks@gmail.com
Date: 19 February 2010 11:59
Subject: Fwd: FW: ... [Incident: 100108-007688]
To: easyjet@mailnj.custhelp.com
Cc: Elaine Marks elaine.marks1@btinternet.com
Hi Michal,
My mother forwarded your email to me. My name is Anton Marks and I was booked on the flight that was cancelled with my partner, Adi Shani. Both the flights, and the payment for the one night accomodation, were paid for by my mother on the same credit card. I actually thought that it would be easier to make the claim because I asked my mother to put the accomodation on her card because she had paid for the flights too!
In terms of the meal that we are claiming for, I believe that I had Beef in cashew nuts, and Adi had the chicken with mushrooms dish. We had a drink each too - a beer and fruit juice. I think a good meal for two for less than twenty pounds is very reasonable, don't you think?
I expected difficulties and time delays in receiving our claim but I am a very patient, and stubborn person.
If you need any further information I would be happy to help.
Thanks in advance for you attention on this matter,
Anton Marks
Date: 19 February 2010 11:59
Subject: Fwd: FW: ... [Incident: 100108-007688]
To: easyjet@mailnj.custhelp.com
Cc: Elaine Marks elaine.marks1@btinternet.com
Hi Michal,
My mother forwarded your email to me. My name is Anton Marks and I was booked on the flight that was cancelled with my partner, Adi Shani. Both the flights, and the payment for the one night accomodation, were paid for by my mother on the same credit card. I actually thought that it would be easier to make the claim because I asked my mother to put the accomodation on her card because she had paid for the flights too!
In terms of the meal that we are claiming for, I believe that I had Beef in cashew nuts, and Adi had the chicken with mushrooms dish. We had a drink each too - a beer and fruit juice. I think a good meal for two for less than twenty pounds is very reasonable, don't you think?
I expected difficulties and time delays in receiving our claim but I am a very patient, and stubborn person.
If you need any further information I would be happy to help.
Thanks in advance for you attention on this matter,
Anton Marks
Claim flame
On 15th Feb I sent this reasuring letter to my mum:
Anton Marks
to Elaine Marks
date 15 February 2010 21:36
subject Re: FW: ... [Incident: 100108-007688]
mailed-by gmail.com
Hi Mum,
Anton Marks
to Elaine Marks
date 15 February 2010 21:36
subject Re: FW: ... [Incident: 100108-007688]
mailed-by gmail.com
Hi Mum,
Unbelievable - I just knew that getting this money from them would be like getting blood from a stone. It is clear to both us and them that we deserve to be paid back - it just will depend on our willingness to jump through their hoops and realising that it is going to take time.
I will write back to them immediately,
Anton
Claim game starts
The first real human response from Easyjet came on the 9th February (apart from the automatic emails saying that they are inundated with claims and will process my claim as quickly as possible).
Now due to the fact that the flights were booked through my mum's easyjet website account, emails could only be sent to them from her email address. I promised that I would deal with getting the money reimbursed which meant that I would send her the emails and she would forward them to Easyjet. So the first email she recieved was as follows:
Now due to the fact that the flights were booked through my mum's easyjet website account, emails could only be sent to them from her email address. I promised that I would deal with getting the money reimbursed which meant that I would send her the emails and she would forward them to Easyjet. So the first email she recieved was as follows:
Response (Michal Konieczny) | 09/02/2010 08.26 PM |
| Dear Ms Marks, | |
Main claim
The following day after my arrival, at 18:03 on January 8th, I scan my reciepts into my computer and send my claim for a refund to Easyjet. The maths is as follows:
£85 Accomodation
£10 Travel to and from the hotel
£19.50 Dinner
Total: £114.50
My claim reference number is 100108-007688
On the 23rd January I still haven't heard a thing from Easyjet so I resend my claim.
£85 Accomodation
£10 Travel to and from the hotel
£19.50 Dinner
Total: £114.50
My claim reference number is 100108-007688
On the 23rd January I still haven't heard a thing from Easyjet so I resend my claim.
Leaving lovely Luton
The following morning arrives and our check-out involves us being given the following receipt:
The 85 pounds has been paid by my mum. We hop into a cab, travel to the airport, and finally get on a plane home to Israel. Here is the reciept from the second cab (which again Adi paid for):
The 85 pounds has been paid by my mum. We hop into a cab, travel to the airport, and finally get on a plane home to Israel. Here is the reciept from the second cab (which again Adi paid for):
Out for a Thai meal followed by a cab back to the hotel for a game of chess...
So after securing two seats on a flight the following day, we hop in a cab to the Icon Luton Hotel, a ten minute cab ride from the airport.
Adi pays five pounds for the cab, and here is the receipt:
We arrive at the hotel, and we are assured that the payment for bed and breakfast has been paid for by my mother, on her credit card, for the total sum of 85 pounds for the two of us.
We head up to our double room, get showered and changed, and head out looking for something to eat.
We find a lovely Thai restaurant, have a very tasty meal, Adi pays 19.50 pounds, and we head back to the hotel to catch the last train to kipsville. Here is the reciept for our meal:
Adi pays five pounds for the cab, and here is the receipt:
We arrive at the hotel, and we are assured that the payment for bed and breakfast has been paid for by my mother, on her credit card, for the total sum of 85 pounds for the two of us.We head up to our double room, get showered and changed, and head out looking for something to eat.
We find a lovely Thai restaurant, have a very tasty meal, Adi pays 19.50 pounds, and we head back to the hotel to catch the last train to kipsville. Here is the reciept for our meal:
Snow joke
So we struggle through the snow to arrive at Luton airport for our return journey back to Israel on Wednesday 6th January. After several hours of waiting, we are told that the flight has been cancelled. We are given the following Disruption Support form by an easyjet representative:
If you see the part highlighted in red, it clearly states that Easyjet will offer us meals, hotel accomodation and transport to and from the airport to the hotel if the flight is cancelled.
If you see the part highlighted in red, it clearly states that Easyjet will offer us meals, hotel accomodation and transport to and from the airport to the hotel if the flight is cancelled.
The story starts...
It's July 2009, half a year before my nephew reaches barmitzvah age. My mum purchases two return tickets for Adi and me to travel to England to attend the family celebration.
Here are the tickets:
Here are the tickets:
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