Their easyJet Lyon-Marrakech flight is canceled, New Year holidays “wiped out”

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Another difficult situation for customers of the low-cost airline easy Jet.

In recent days, between Christmas and New Year's Eve, the company was forced to delay or cancel several flights to or from Lyon airport due in particular to bad weather conditions. Some destinations were more affected, such as London or Morocco.

The Marrakech-Lyon flight turns sour

Several passengers experienced a difficult Saturday, December 28, 2024, both in the Marrakech-Lyon direction and in the France/Morocco direction. The situation of vol EJU4481 scheduled for this Saturday at 5:10 p.m. between Lyon Saint-Exupéry and Marrakech-Menara international airport made several travelers mad with rage.

A family from Ain who was to travel with Easyjet for a New Year's stay in Morocco recounts their misadventure tonews Lyonthis Tuesday, December 31, 2024.

Already a late text message at 9 a.m. for a 5 p.m. flight

The day had started rather badly anyway for Valérie, her husband and their two children aged around ten, who had to fly to Morocco for five days and “take a breather at the end of the year after a complicated year” , she confides. At 9 a.m. this Saturday, she received a first SMS from easy Jet explaining “that the flight would be delayed but that it was nevertheless necessary to show up at the scheduled time” for an initial takeoff scheduled for 5:10 p.m. from terminal 2 in Lyon.

“We went to the airport for 3 p.m. then we put our luggage in the hold and waited. The schedules kept changing and then suddenly at 7 p.m., we got a message informing us to go as quickly as possible to gate D25 where our plane was going to take off,” continues the traveler who had booked a New Year’s stay at Morocco from last July.

«We are told that the plane is smaller than expected”

At the boarding gate, there is a large crowd waiting for this flight and others chartered by competing airlines. “A Transavia flight (a subsidiary of Air France, editor’s note) took off for Marrakech one hour late,” notes Valérie.

The freezing shower continues for the family. “A stewardess tells us that the plane is smaller than expected and that we need 30 volunteers not to board. They will be compensated for their one-way ticket plus €500. After an hour and a half of waiting, only 10 people took this option…” she gets annoyed.

The family ended up accepting Easyjet's proposal, around 10 p.m., and obtained at a counter “a promise of compensation within 48 hours”.

The company cancels the flight and postpones the trip until the next day

Around 11 p.m., the news broke: the flight was finally canceled altogether between Lyon and Marrakech.

We are told that we made the right decision because there is no crew planned so the plane cannot take off. We will wait for our baggage in the hold for an hour before being able to leave the airport around 11 p.m., we receive an SMS which tells us that the flight is canceled and that we can take a plane the next day at 1 p.m. even though I correctly indicated that we wanted a full refund and cancellation of outbound and return flights….

The particularly disappointed family takes their car back to the airport car park which will make a commercial gesture by offering them the possibility of reusing the 5 days of parking already reserved later.

“3,000 euros of lost stay including 1,600 euros of plane tickets”

Valérie and her husband decide not to show up the next day and definitively cancel their trip to Morocco. “It was risky to return to Lyon without having the assurance of a departure… We canceled the hotel, the activities, the transfer. But that’s 3,000 euros lost for now! The hotel had to be canceled more than 24 hours before, we did it the same day for example and easyjet did not respond! », the customer gets angry.

The round trip for four cost them 1,626 euros for tickets to board with easy Jet. “Everything is optional!” The luggage, the service to be next to your children…” continues Valérie.

“It’s the worst airline, easyJet is over!” »

The family is now entangled in administrative procedures. The company's customer service does not respond, according to her. “The chat on their site doesn't lead anywhere, there's no one behind it, at the airport it was the same! »

“It’s the worst airline, easyJet is over!” », says the mother. “It’s shameful, it’s crazy what’s happening.” She considers herself “abandoned” by the British company. “Other passengers had to take a taxi at their own expense to Geneva to catch another flight, others by bus to Marseille…”.

Valérie is now fighting with the company and the travel insurance she had taken out with easyJet to win her case. “I have little hope… Instead of riding a camel and seeing a fire-breathing show in Morocco, we find ourselves stuck here after a shitty year and 3,000 euros less. The holidays are wiped out,” she laments.

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