My suitcase was empty when I received it. How can I get a refund from EasyJet ?

I left Manchester on 24th of February, to go to Geneva, with EasyJet. When I received my suitcase in Geneva, it was empty. I lost all my clothes (more than 9 kilos).

So, I filled a report at the airport. But now, I want to be refunded by EasyJet.

I made a pdf file, with a letter, my ticket plane, my damage baggage report, my bills and my bank details to prove how much I paid for my clothes.

I would like to know, please, if I can send it by mail to EasyJet Baggage Claim ? And I would like to know how long does it take to have an answer and receive my cheque.

I am French, so I prefer write something here, than ring EasyJet and speak english. It's better for me.

I am quite angry, but I try to be calm.

Thank you for your help.

Alexandre Chazeau.
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  • Dear Alexandre,

    I'm sorry to hear about your luggage. Please mind that in this situation, you should immediately contact our Baggage Claims department, to begin processing a claim.

    I believe that you did register the claim at the airport, upon your arrival. If yes, you must have been provided with a copy of your Property Irregularity Report (PIR) with a reference number. This appears on the report in the following format:

    XXXU212345 (where XXX = aiport, U2 = easyJet carrier code, 12345 = unique reference number)

    Here are our Baggage Claims contact details:

    easyJet Baggage Claims
    PO Box 655
    Crawley
    RH10 9DW
    United Kingdom

    E-mail: ez@airlinecrm.com

    fax: +44 (0) 1293 440 006

    I'd recommend to send an e-mail with scanned attachements (PIR number + booking number and flight details). In case you would need any assistance from Customer Services, our French line is available under 0820 420 315 (calls to this number will be charged at EUR 0.12 per minute from a landline; mobile charges may be higher).

    Kind regards

    Joanna
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  • Dear Joanna,

    Thank you for your answer.

    I have sent, to your Baggage Claim Department, everything they need. My PIR, my booking number and flight details, some bills, some bank details, to prove them how much I paid for my clothes. I explained them, by email, that I lost all my clothes, and that I want to be refunded for that, because I have got nothing now !

    But I think they didn't understand me, or they don't want to understand me. I had an answer. An extract : "I would be grateful if you would arrange to have the baggage repaired and forward the receipt to us for consideration. If it is found to be beyond repair, would you please obtain a statement to this effect from the repairer and send it to us together with the original purchase receipt".

    I don't want to repair my suitcase, because my suitcase does not need to be repaired !!! I just want to be refunded for all my clothes.

    What can I do now ? How to be sure to received my cheque ?

    My reference number for my claim is :EZB120228CHAB9

    Thank you for your help.

    Alexandre.
    • Dear Alexandre,

      I've just checked the message you sent to our Baggage Claims, and I believe that it was misread. Please reply to the e-mail you received, stating that you believe that some items from your luggage were stolen, and this is why you are contacting them. I am sure this will help B. Claims department to investigate your claim once again.

      Kind regards

      Joanna
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  • Dear Joanna,

    Fourteen days ago, I sent a mail to your baggage claim to answer to their mail, as you told me.

    But no answer. I am still very angry against Easy Jet. I sent everything your Baggage Claim needs. I sent too my PIR.

    I will not give up and I don't want to wait for many months. I want to be refunded because all my clothes have been stolen.

    So, could you help me now ? Have you seen my pdf file I sent ? My reference claim number is : EZB120228CHAB9.

    Thank you very much.

    Alexandre.
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  • EMPLOYEE
    I’m confident
    Hi Alexandre,

    I have just checked with the Baggage claims department and they have sent a reply on 14 March. It was sent by post, so you should receive it by the end of this week. Just to put you mind at rest, your claim will be settled :)

    Best regards,

    Dorota
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  • Dear Dorota,

    Thank you very much for your answer and your help. I hope everything will be settled quickly.

    I am waiting the reply now. And I hope I will agree with EasyJet.

    If I don't, I won't hesitate to recontact you :)

    Alexandre Chazeau.
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  • I’m happy and confident
    I received a mail from EasyJet, with a release and indemnity form. They agree to refund me, and they confirm the sum I wanted.

    Thank you for your professionalism, it was quite quickly.

    Alexandre Chazeau.
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  • That's great to hear Alexandre! Thank you for updating this thread. I am glad to see the claim has been settled.

    Kind regards

    Joanna
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