easyJet Flight Cancellation: Why Did EC261 Reimbursement Take Eight Months?

The commercial aviation sector relies on clear passenger protection laws. A recent case involving an easyJet flight from Faro to Bristol Airport highlights the challenges of enforcing these rights.

On April 28, 2025, a flight was cancelled following a massive power outage across the Iberian Peninsula. This disruption, which affected mainland Portugal and Spain, was deemed an “extraordinary circumstance”. Such events are outside the airline's control, exempting easyJet from paying cash compensation under EC261 (or UK261).

The Non-Negotiable Duty of Care

Crucially, the Duty of Care under Regulation (EC) No 261/2004 remains mandatory. This means the airline must provide meals, refreshments, communication, and hotel accommodation with transport for as long as required. The regulation, monitored by bodies like EASA, ensures basic passenger welfare during disruption.

In this instance, 20 stranded passengers, a lawn bowls team, were left without easyJet representatives. They were forced to organize their own two-day accommodation in Albufeira and cover their own food and transport costs. The total incurred expenses were £1,352.

Systemic Claim Processing Failures

While easyJet's policy states ground crew will arrange overnight accommodation, this failed to happen. The subsequent reimbursement claim process proved to be a significant challenge for the passengers. The airline’s standard process is expected to respond within 14 to 28 days. However, the claim took eight months to resolve.

The delay was compounded by several operational hurdles. These included the airline initially requesting individual bank details for all 20 travelers. This requirement created a security and logistical risk for the group leader. Furthermore, the airline misinterpreted submitted receipts, leading to an initial underpayment of the claim.

Industry Impact and Resolution

After external intervention, easyJet reviewed the case. They acknowledged the misinterpretation of receipts, including taxi fares. The airline ultimately paid the full £1,352 and issued an apology for the delay and inconvenience. This outcome underscores the importance of public scrutiny in ensuring regulatory compliance.

For the commercial aviation news sector, this case highlights a critical operational gap. Airlines must ensure their reimbursement systems are as robust as their legal obligations. The EC261 Duty of Care is non-negotiable, even during extraordinary events. Delays in expense reimbursement erode passenger trust and increase regulatory risk. This is a key area for operational improvement across the industry. For more updates on commercial aviation news and passenger rights, visit https://flying.flights.

• The power outage was an Extraordinary Circumstance, exempting cash compensation.
• EC261's Duty of Care for accommodation and meals remained fully active.
• easyJet's reimbursement process took eight months, far exceeding the expected 14-28 day timeline.
• The full £1,352 was paid only after media intervention highlighted systemic claim issues.