According to multiple reports, JB had booked flights with easyJet for a stag trip abroad with 14 friends, costing £4,000. Shortly before the trip, his daughter was diagnosed with an aggressive grade four brain tumour. While other companies refunded wedding services and accommodation, easyJet initially offered only a voucher for JB's ticket and tax refunds for the others. The airline argued that its compassionate serious illness policy only applies if the ill person is the passenger, and that the rest of the party could still travel. An easyJet customer service agent apologized but said the policy limited options.
EasyJet's website states that refunds or credit may be given in circumstances involving sickness or bereavement. After the Guardian contacted the airline, easyJet issued a full refund to JB and his group. An easyJet spokesperson said: "To help any customers who are no longer able to travel due to serious illness, easyJet provides the option for the unwell passenger and others on their booking to receive a flight voucher. Whilst the policy would not ordinarily apply if the unwell person is not travelling with us, given these exceptional circumstances, our customer support team have been in contact to issue all passengers on the booking with a full refund."
This has caused significant additional stress at a time when my sole focus should be spending precious time with my little girl.
In a separate case, a British holidaymaker named Emily was repeatedly refused a refund from easyJet after staff told her to book another flight. She was due to be on easyJet flight EZY8072 from Malaga to London Gatwick on October 5, 2025, scheduled for 5pm. The outcome of her refund request is not known.
To help any customers who are no longer able to travel due to serious illness, easyJet provides the option for the unwell passenger and others on their booking to receive a flight voucher. Whilst the policy would not ordinarily apply if the unwell person is not travelling with us, given these exceptional circumstances, our customer support team have been in contact to issue all passengers on the booking with a full refund.