easyJet complaint letter: delays, refunds and baggage

If you need to make a formal complaint to easyJet, this page will help you prepare a clear, evidence-based letter. A structured complaint improves the likelihood of receiving compensation, reimbursement, or corrective action following flight disruption or service failure.

When to submit a formal complaint to easyJet

You should escalate in writing if customer support has not resolved your issue, particularly where compensation under UK air passenger rights may apply. A written complaint creates a documented record and strengthens any subsequent escalation.

What this letter should achieve

• State your booking reference, flight number, route, and travel date.
• Explain the disruption clearly (delay, cancellation, denied boarding, downgrade, baggage issue).
• Quantify the impact, including arrival delay duration and additional expenses.
• Reference applicable passenger rights where relevant (e.g. UK261 compensation rules).
• Request a specific outcome: fixed compensation, refund, reimbursement of reasonable expenses, or correction of booking/fees.
• Set a reasonable deadline for response.

Common easyJet complaint themes (Airline)

• Flight delays exceeding 3 hours at final arrival.
• Flight cancellations with inadequate notice or rebooking support.
• Refund delays following cancelled flights.
• Denied boarding due to overbooking.
• Downgrade from allocated seating or cabin service issues.
• Lost, delayed, or damaged baggage.

Focus your complaint on the primary breach and avoid introducing unrelated service concerns.

Evidence to include

• Booking reference and ticket confirmation.
• Flight number and scheduled vs actual arrival times.
• Boarding passes or digital check-in confirmation.
• Receipts for meals, accommodation, or transport (if claiming reimbursement).
• Baggage reports or photographs (if applicable).
• Copies of previous correspondence.

Present events in chronological order to avoid dispute over facts.

Compensation and reimbursement framing

• If claiming delay compensation, state the exact arrival delay in hours and minutes.
• If requesting reimbursement, itemise reasonable and necessary expenses directly caused by disruption.
• If downgraded or re-routed, state the difference in service received.
• Keep arguments factual and avoid speculation about operational causes unless directly relevant.

Timeframes and escalation

Initial response: Allow approximately 14 days for acknowledgement and substantive reply.

If easyJet rejects your claim or fails to respond meaningfully, you may escalate through the appropriate Alternative Dispute Resolution (ADR) scheme used by the airline. Where regulatory guidance is required, the UK Civil Aviation Authority (CAA) provides oversight but does not adjudicate individual compensation claims.

Escalation is generally appropriate after giving the airline reasonable opportunity to resolve the complaint directly.

Practical drafting tips

• Keep the tone professional and structured.
• Use bullet points for dates, times, and amounts.
• Quote exact arrival times rather than departure delays.
• Retain copies of all supporting documentation.

A concise, well-supported complaint materially increases the probability of compensation or reimbursement without the need for third-party claims management companies.