Nalini meeni minee mo...

From: easyJet Customer Experience Team [mailto:easyjet@maileu.custhelp.com]
Sent: 25 May 2010 07:54
To: elaine.marks1@btinternet.com
Subject: claim [Incident: 100430-007719]


Recently you requested personal assistance from our on-line support centre.

Below is a summary of your request and our response.

Thank you for allowing us to be of service to you.

Subject: claim

Discussion Thread

Response (Nalini)


25/05/2010 06.53 AM

Dear Mr Marks,

Thank you for contacting us.

I would like to sincerely apologise for the delay in replying to your message. Please be assured that this is not our usual standard.

Unfortunately, due to weather conditions initially and now due to airspace closure caused by volcanic ashes in the atmosphere leading to massive flight disruptions, we are receiving extremely high volume of correspondence. Therefore, the average response time for a reply has extended.

I understand that you have requested for refund of hotel accommodation and taxi cost incurred during disruptions.

I would like to inform you that the hotel receipt sent by you is not authorised by service provider. With regards to your claim for dinner, I need to inform you that the dinner receipts is not itemised. Hence, I can confirm that we are unable to consider your hotel accommodation and dinner claim.

I can see that you are dealing on behalf of Mr Adi Shani as well. In order to proceed with the refund of taxi, I would request you to kindly send the written permission from Mr Adi Shani. This authorization must be signed by Mr Adi Shani and state the name of the credit card’s holder, the type (Master Card, Visa, etc.), expiry date and the last four digits of the card.

Please note that the written permission should also contain the below details of Mr Adi Shani's booking:

1) E-mail address used at the time of booking
2) Postal address used at the time of booking
3) Booking reference number and flight details

The scanned document must be sent via e-mail in one of the following formats, .pdf, .bmp, .jpg format. It is not allowed to exceed 5 MB in size otherwise we won't receive it. Please mark all correspondence with your booking reference.

Please send us the email with the attachment by filling out the web form found in the "help" section on our website. I have included the link below;

http://www.easyjet.com/en/contact/easyjet_help.html

Alternatively, you can also attach the scanned authorization document and simply reply to this email from your personal email account. Once we receive this then we can proceed with your refund.

To enable a speedy response to your query, please click here to send us the requested information.

Yours sincerely,

Nalini
Customer Experience Champion
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Customer (Anton Marks)