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I am in dispute with Easyjet about a delayed flight, but we have reached an impasse.

My flight was delayed taking off from Gatwick. According to the website flightaware.com it landed at its destination (Malaga) exactly 3 hours and 9 minutes late (here is the link to flightaware's specific flight details in case anyone is interested: http://uk.flightaware.com/live/flight/EZY8611/history/20160327/1605Z/EGKK/LEMG).

As I understand it, this means I am entitled to claim under European Union regulation 261/2004, whereby delays of over 3 hours are eligible for compensation.

However I have received an email from Easyjet customer service today telling me that the flight was only delayed by 2 hours and 59 minutes.

What should I do next? Any suggestions gratefully received.

  • And took off 3 hours and 0 minutes late, too. – Michael Hampton Apr 12 '16 at 23:51
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    What is EU261's definition of 'time of departure' and 'time of arrival'? Is 'departure' when the tower clears the plane for pushback, the time the gate agent logs as departed, the time the tower clears the pilot for take off? Likewise for arrival; the time of touchdown, arrival at the gate or parking bay, door opens? There can be fair time differences between these various points. – user13044 Apr 13 '16 at 3:47
  • I have looked into this question and the wording does not seem to specify exactly what is meant by either time of departure or time of arrival. – Harters Apr 14 '16 at 8:59
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    In your link it's 2 hours 59 minutes delay. – Neusser Jul 25 '18 at 8:32
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I recently came across a site that supposedly automates this whole process ( https://www.getairhelp.com/en ). The article at http://henrikzillmer.com/justice-as-a-service implies that they gather data in an automated way from public data sources about the flight, so it's very hard to argue with it, and they send legally-correct notices to the airline. You may have some luck going with them, but I've never used the site so I have no idea how good it is.

  • Thanks Eugene, if I fail to get anywhere with Easyjet customer service I'll investigate this option. I see they take a % commission at getairhelp on any compensation they win, which I suppose is reasonable for the service they're offering. Would be interested to know if anyone has had positive/negative experiences of using them. – Harters Apr 14 '16 at 9:03

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