EasyJet plc (LON:EZJ) has landed itself in hot water following reports that two passengers were booted off an overbooked flight, a day after a passenger was dragged off a plane in the US.
The British pair were forced to cancel their six-day holiday to Catania in Sicily after being asked to leave the plane parked at Luton airport. The couple, who were understood to have paid £678 for tickets, were told the next available easyJet flight was four days later. They had forked out £1,270 on non-refundable accommodation and transfers to the island.
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However, European Union rules state that passengers must be offered a flight the same day with another airline or compensation.
A spokesman for the Civil Aviation Authority said: “Passengers are entitled to a minimum level of compensation and must be offered an alternative flight, or re-rout, at the earliest opportunity or at a date that suits you, or offered a full refund, if the passenger no longer wants to fly.”
EasyJet has now called for any passengers who have been removed overbooked flights without being offered compensation to come forward.
The airline apologised, describing the incident as “very unusual” and saying it resulted from a manual error at the gate.
"We are very sorry about the situation that the couple experienced due to the overbooking of their flight," the company said in a statement.
"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 airline added that it had listened to its call recordings and insisted that at no point did it refuse alternative travel or compensation.
The news comes in the wake of a scandal at United Airlines over a passenger who was forcibly removed from an overbooked plane earlier this month.
READ: Passenger dragged off United Airlines plane speaks out as outrage spreads to Asia
David Dao, a 69-year-old American doctor, lost two teeth and suffered a broken nose after refusing to leave the plane at the O’Hare international airport in Chicago. His lawyers have said he will “probably” sue the airline.
The easyJet passengers were Manoj, a 38-year-old IT consultant, and Viddha, 35, a teacher, according to the Independent, which said they asked to have the last names withheld.
Speaking to the newspaper, Manoj said: “We were asked to offload in front of a packed plane. The only difference between us and the chap involved with United Airlines is that we weren't physically dragged off.”
The couple were reportedly chosen to leave the plane based on the fact they were the last to check in.