The Experience of a Canceled Flight: How We Managed and Got Our Money Back

In July, we went through a complicated situation for the first time: a flight cancellation just two hours before departure while waiting at check-in. The flight was scheduled from Gran Canaria, Las Palmas, to Milan Malpensa, where we had an important connection to Bucharest with Ryanair. It was a stressful situation, as we absolutely had to reach Milan to catch the next flight. The entire episode brought a lot of frustration and confusion, but we learned valuable things about passenger rights and how to handle such a crisis.

Initial Confusion and Lack of Support

After receiving the email notification about the cancellation, we quickly realized we had no further instructions. The email didn’t contain a clear reason for the cancellation or details about our options. Normally, we expected to receive an alternative flight the same evening or, at worst, the next day, but the reality was far more complicated.

At the airport, EasyJet didn’t have a dedicated counter for information. We went to the airport’s information desk, but the staff advised us to contact EasyJet’s call center. After being on hold for about 40 minutes, we finally spoke with an agent who put us on hold again to check for available flights. Unfortunately, we spent another 30 minutes listening to hold music and eventually ended the call without a solution.

The situation became more and more frustrating, especially since the other passengers, mostly Italians, were also having difficulties communicating and understanding what was going to happen. At that moment, we tried contacting EasyJet again, but the only option offered was a flight available in a week. We were extremely disappointed, as we had no viable option to reach Milan and risked losing our Ryanair flight to Bucharest as well.

The Decision to Accept the Rescheduled Flight and the First Solution: Hotel Accommodation

As time passed and the night grew late, we started to think we’d have to sleep at the airport until we received more information. However, luck was on our side when another passenger explained that if we accepted the flight scheduled for the following week, EasyJet would provide hotel accommodation in Las Palmas.

We followed the advice and accepted the rescheduled flight via the link in the email. After that, we were assigned a three-star hotel in the city center, near the famous Canteras beach. The hotel even included dinner, which was much appreciated after a stressful evening. Finally, we had a moment to relax and plan our next steps.

Attempts to Find Other Alternatives

Even though we had accommodation secured for that night, we continued to look for alternative solutions to leave earlier. We contacted EasyJet again via WhatsApp and spoke to an agent who suggested an absurd option: to take a flight from another airport in Ibiza. We were shocked, as the agent seemed unaware that Gran Canaria is an island, and transport to Ibiza wouldn’t be possible by bus, as he suggested. We decided to abandon this idea and focus on local solutions.

In the end, we stayed at the hotel in Las Palmas, where we discovered that EasyJet covered lunch and dinner in addition to accommodation. All we had to do was keep the receipts for any additional expenses and send them to the company for reimbursement.

A Week in Gran Canaria: A Bad Situation Turned Into a Blessing

Although we were initially very stressed, the situation turned into a true unplanned mini-vacation. Gran Canaria is a dream destination, and we took advantage of the seven nights paid by the airline to explore more of the island we love. Even though we hadn’t planned to stay that long, we were happy to have this unexpected opportunity.

How We Recovered Our Expenses and What Rights We Had

Once we returned home, we sent all the receipts and invoices for transportation and meals to EasyJet, as instructed. Although we were skeptical, we were pleasantly surprised to receive our money back within 21 days. The company even reimbursed us for the missed Ryanair connection flight, which is rare since airlines usually don’t cover losses for connections with other carriers.

However, regarding financial compensation for the canceled flight—according to legal procedures—we were not successful. EasyJet invoked exceptional circumstances related to the Milan airport runway, meaning we didn’t qualify for the 400 euros per passenger compensation. Even though we didn’t get the financial compensation, we were happy to recover some of our expenses, in line with EU261 regulations.

Tips for Passengers: What to Do If Your Flight Is Canceled

If you find yourself in our situation, here are a few essential steps you should follow:

1. Contact the airline immediately: Try to get all the details about the cancellation and available alternatives. Often, airlines offer free accommodation and meals.
2. Communicate with other passengers: In times of crisis, it helps to talk to fellow travelers. You might discover useful information and even find solutions you hadn’t considered.
3. Try all communication channels: You can reach the airline via phone, email, WhatsApp, or even Facebook Messenger.
4. Keep all receipts: If you need to buy food or alternative transportation tickets, make sure to keep all documents to request a refund later.
5. Request compensation under EC 261 regulations: If your flight was canceled less than 14 days before departure or delayed by more than three hours, you’re eligible for compensation of up to 600 euros.
6. Use mediation companies: If you can’t obtain compensation directly from the airline, there are companies like AirHelp or AirClaim that can help. They charge a commission only if they recover your money.

Previous Experiences with Other Airlines

In the past, we’ve experienced flight delays, but never a complete cancellation. Other airlines, like Ryanair, Tarom, Lufthansa, and Wizz Air, were much more organized, quickly offering alternatives and accommodation if necessary. However, our experience with EasyJet showed us there’s room for improvement, especially regarding communication and response time.

The experience of a canceled flight can be extremely stressful, but with a little patience and organization, things can be resolved. In our case, we turned an unpleasant situation into an opportunity to enjoy an unplanned vacation on a beautiful island. If you’ve gone through a similar experience, don’t hesitate to share it! All passengers can learn from such stories and be better prepared for the unexpected.

Wishing you smooth flights, free of delays and cancellations! If you’ve had a similar experience, feel free to share it with us briefly in the comments—I’m sure we can help other passengers with useful information.