The operator wrote to trade partners on Wednesday evening (8 June) acknowledging its role in recent last-minute cancellations to customers’ flights and holidays, with commercial director Paul Bixby stating the firm was committed to honouring commission for nixed trips.
In the letter, Bixby said easyJet holidays wish to apologise for short-notice flight cancellations – especially where customers were already abroad – and reiterated the business did not underestimate the inconvenience and disappointment this may have caused customers and travel partners.
EasyJet said it never sought to cancel or disrupt customers’ holidays at such short notice, but “the fast-moving situation that has unfolded in recent days has meant that we have not been able to be as proactive as we would normally be”.
It also apologised for difficulties accessing its Holidays Operations Centre during the period due to "unprecedented demand" and assured agents it is prioritising making additional resources available for any similar situations in future.
The letter, signed by Bixby, acknowledged the extra work agents will have encountered over the last two weeks and said the team is working around the clock to resolve the issues. The tour operator said it would be honouring any agent commissions for bookings cancelled by easyJet within 48 hours of departure.
“The challenges we have faced over the past 14 days are an exceptional circumstance, and we are working round the clock to resolve these issues as soon as possible. I, along with the Holidays Management Board, understand the additional work you have encountered since Tuesday 24 May, and we would like to offer our sincere apology,” said the letter.
“In recognition of the inconvenience to your agents, we will be honouring any agent commission for bookings that have been cancelled within 48 hours of departure, as a result of flight disruption during this period. We will be in touch with the individual agent groups as to how this will be managed.”
Alongside reiterating its duties and due process following last-minute cancellations, easyJet holidays said it is looking at how to reduce the need for short-notice cancellations and is reviewing how best to support trade partners to protect affected bookings. It will contact agents on exactly how this will work shortly.
