EASYJET customers claim they lost their holiday after being told to pay £635 to change flights.

Sue Bennett, 56, wanted to postpone the trip to let husband Rob, 65, recover after emergency heart surgery.



But they claim they were told to buy completely new tickets at the now-higher costs after the budget airline refused a free transfer because they were yet to get travel insurance.

Sue booked the £420 plane tickets for her and Rob before he was unexpectedly rushed to Kings College Hospital, London.

He was kept there for almost three weeks in April because he needed a double bypass. 

The couple emailed wanted to postpone the trip to Faro, Portugal, from June to September to give Rob time to recover. 

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They also had a planned holiday to Menorca, Spain, in April. The budget airline allegedly took three weeks to respond, by which time the flights had been and gone. 

And they said it would cost £635 to change the flights in June because they had no insurance. 

Sue, of Bromley, Kent, said they were “angry and upset” over the incident. 

She explained: “Rob had to have a surgery to get a new aortic valve and have a double bypass.

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“We were supposed to be going abroad a couple of times, to Menorca in April and then to Faro in June.

“We found out a few days after booking that Rob needed to have his operation so we emailed easyJet straight away to see if we could move the holiday to a later date.

“It took them three weeks to reply and the holiday had gone by then. They said we had no insurance so they could not help us.

“We never go away without it and we would have got it closer to the time.

“I’ve asked lots of people if they get insurance at the same time they book a holiday and lots said no.

“Our flights for June were £420 but easyJet now want another £635 to move them until September.

“We were angry and upset, especially under the circumstances of my husband’s illness.

“We found it all too stressful to deal with EasyJet. All we wanted was credit, we never once asked for any refunds.

“EasyJet just keep saying they can’t help us because we are not insured.”

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An EasyJet spokesman said: “We are very sorry to hear of Mr Bennett’s situation, and for any misunderstanding of the options available to help them rearrange their plans.

"To help any customers who are no longer able to travel due to serious illness and need to make new arrangements, easyJet provides the option to receive a flight voucher for the full booking value to use towards new flights at a later date or a full refund, and we are in contact with Mrs Bennett to assist her with their options.”

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