Mixed bag here, the online refund of a flight works well, but talking to customer service is less positive. I was on a flight that was cancelled, the two Swissport agents working the flight had maybe 170 pax to help, so one of them shouted out that if we had the means to rebook ourselves for the next day then we should do so and easyJet would reimburse. They correctly stated that easyJet would also reimburse for a hotel for the night and transport costs, as per the EU reg, so we should book that ourselves if we could, and keep the receipts.
So I rebooked for the next day, and to be fair the online refund process for the cancelled flight worked well, no issues there. I elected to take a taxi home as that was cheaper than a hotel plus taxis, and I sent in my taxi receipts (totalling about 80 pounds) to easyJet and they looked into it. I then got a reply back, rejecting my receipts with the gobbledegook line: "We cannot accept this receipt as you must provide cost individual price of items or which provides the stamp on their receipt". I wrote back pointing out that this is the customer receipt the taxi company give, they don't stamp receipts, each receipt contained just one cost (the single journey), the company name, date of travel etc, and it was perfectly valid. I never heard back despite chasing a few times. In the end I decided that 80 quid wasn't worth the time and effort pursuing, it did make me wonder if they rely on people giving up. He who shouts loudest and all that.
I don't think they're the worst outfit for reimbursing customers, but they're not great in my experience. Good airline generally speaking, not always so good when something goes wrong. Fairly typical of a LoCo really, I suppose they're cheaper for a reason.
