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easyJet 'sorry' after couple ordered off flight

20 April 2017 08:16

Two passengers were asked to leave an overbooked easyJet flight,  it is reported

Two passengers were asked to leave an overbooked easyJet flight, it is reported

Budget airline easyJet has apologised over an incident in which two passengers were ordered to leave an overbooked flight.

It is understood the couple had boarded the flight from London Luton Airport to Catania in Sicily but were told to leave the aircraft after it became clear there were no seats available.

The couple were then told they faced a four-day wait to travel again, The Independent reported.

EasyJet has since said it is "very sorry" to the couple but added that such circumstances were "very unusual" on its flights.

The airline put the incident on flight EZY2383 down to a "manual error" at the gate.

The incident is a timely reminder of the need to arrange travel insurance, though EU regulations state airlines are required to pay immediate compensation in the event a passenger is forced off of a flight.

But The Independent reported that the couple were not informed they were due compensation.

An easyJet spokesman said: "We are very sorry about the situation that the couple experienced due to the overbooking of their flight.

"Whilst they were emailed a link to the web page for EU261 compensation applications and the website clearly outlines our policies, we accept that our agents could have pointed this out more explicitly.

"The circumstances were very unusual and resulted from a manual error at the gate. We have listened to our call recordings and at no point did we refuse alternative travel or EU261.

"We want to reassure our customers that we will be providing additional training to our contact centre agents to make sure that future customers are not put through a similar experience."

Official statistics from the Civil Aviation Authority show that in 2015 around 50,000 passengers were denied boarding to flights over incidents such as overbooking.