easyJet

Company Overview

What customers complain about

Complaint categories

1. 1
   Flight delays and cancellations

   Delays, cancellations and the associated UK261 compensation and care obligations are the core of airline complaints, and easyJet saw large-scale cancellations in 2022 and continued industry-wide disruption since.

   CAA punctuality data shows easyJet running at around 67.8% on-time in 2024-25, below its 2019 level; 2022 saw thousands of easyJet cancellations.
2. 2
   Denied boarding and rebooking

   Passengers denied boarding, downgraded or rebooked raise complaints about compensation and rerouting rights under UK261.

   UK261 sets fixed compensation and duty-of-care rules that airlines including easyJet must apply; disputes over these are a common ADR referral. Reported theme, not verified per-company statistic.
3. 3
   Refunds and UK261 compensation

   Complaints about the amount, eligibility and speed of refunds and statutory compensation payments.

   AviationADR handles unresolved easyJet compensation and refund disputes; reported theme, label reported not verified.
4. 4
   Baggage - lost, delayed or damaged

   Baggage claims fall under the Montreal Convention rather than UK261, with different liability limits and time bars.

   Montreal Convention 1999 governs airline baggage liability for international carriage; reported theme.

Contact methods

• easyJet airline complaints - online formeasyJet directs airline (flight, delay, baggage, refund) complaints to its online contact form.
• Customer Support0330 551 5151
• Postal addresseasyJet Airline Company Limited, Hangar 89, London Luton Airport, Luton, Bedfordshire LU2 9PF.
• AviationADR (escalation)0203 540 8063
• easyJet Travel Insurance complaints (separate)complaints@collinsoninsurance.com

Complaint journey

1. 1

   Complain to easyJet

   Put your complaint to easyJet in writing via its online contact form.

   Typical responseVaries
   What happens

   Submit your complaint to easyJet using the airline's online contact form at easyjet.com/en/help-centre/contact/contact-us-form, or by post to easyJet Airline Company Limited, Hangar 89, London Luton Airport, Luton LU2 9PF. Include your booking reference, flight details and what you are claiming (for example UK261 compensation, a refund, care costs or a baggage claim). General support is also available on 0330 551 5151 and customer.support@easyjet.com.

2. 2

   Await easyJet's final response

   Wait for easyJet's final response, or until eight weeks have passed.

   Typical responseUp to 8 weeks
   What happens

   Give easyJet the chance to investigate and issue a decision. You can escalate once easyJet sends a final response (a 'deadlock' letter) that you disagree with, or once eight weeks have passed from your written complaint without resolution.

3. 3

   Escalate to AviationADR

   Refer the unresolved dispute to the CAA-approved AviationADR scheme.

   Typical responseUp to 90 days
   What happens

   Submit your unresolved complaint to AviationADR (run by CDRL), easyJet's CAA-approved ADR body, online, by post or by phone on 0203 540 8063. It is free to passengers. You generally have 12 months from easyJet's final response to apply, and ADR can consider incidents from the last six years (five in Scotland). AviationADR gathers evidence from both sides and issues a decision that is binding on easyJet - typically within around 90 days.

4. 4

   Consider court action

   If you reject the ADR outcome, court (e.g. small claims) remains an option.

   Typical responseVaries
   What happens

   An AviationADR decision binds easyJet but not you. If you are unhappy with the outcome you can still pursue the claim through the courts, such as the small claims track, subject to the relevant limitation periods. This is not legal advice - consider your own circumstances and any deadlines carefully.

Response times

If your complaint isn’t resolved

If easyJet can’t put things right, you can escalate — free of charge — to an independent body:

• Rail OmbudsmanRail
• AviationADRFlights

Recent news

• 1 July 2025

  CAA airline complaints data for April 2024 to March 2025 placed easyJet at around 147 complaints per million passengers, the lowest of the major UK carriers analysed, while overall punctuality and delays across UK airlines remained worse than pre-pandemic.

  Read more
• 10 July 2023

  easyJet announced further summer flight cancellations, blaming congestion and air-traffic-control disruption in European skies.

  Read more

Earlier cases

• 4 July 2022

  Historic: During summer 2022 easyJet cancelled thousands of flights amid post-pandemic staffing shortages and wider aviation disruption; chief operating officer Peter Bellew resigned on 4 July 2022.

  Read more

Know your rights

• UK261 (retained Regulation (EC) 261/2004, as amended for the UK)

  Sets your rights to care, rerouting or refund, and fixed compensation for qualifying delays, cancellations and denied boarding on easyJet flights covered by the rules. Compensation can be reduced or refused for 'extraordinary circumstances' such as certain air-traffic-control or weather events. This is general information, not legal advice.

• Montreal Convention 1999

  Governs airline liability for lost, delayed or damaged baggage on international flights, with liability limits and strict time bars for claiming, so baggage complaints follow this route rather than UK261.

• Consumer Rights Act 2015

  Requires services such as air travel to be provided with reasonable care and skill and as described, supporting complaints where easyJet's service falls short of what was promised, alongside your specific aviation rights.

Frequently asked questions