Published 19 October 2026 | Updated 19 October 2026 by Kate Acaster
How do easyJet complaints work? Complain in writing through the online contact form, and if the airline hasn’t responded within eight weeks, take it to AviationADR for free. AviationADR is the CAA-approved scheme easyJet belongs to, and if you accept its decision, the airline has to follow it. A phone call alone doesn’t count as a written complaint.
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How to complain to easyJet directly
easyJet says its live chat is the quickest way to reach it. If you may escalate, use a route that leaves something in writing. The contact form is the safest, because it’s the one easyJet’s own notice of passenger rights names. Keep a copy and any reference you’re given.
| Channel | What easyJet says | Best for |
|---|---|---|
| Live chat | Open 24 hours a day, 7 days a week | Quick questions and fixes on the day |
| Phone | Call queues can be longer than live chat | Urgent trouble on the day of travel |
Aims to reply to general questions within 14 days, complex ones within 28 | Written follow-up | |
| Contact form | The form its notice of passenger rights names for complaints | A formal complaint you may need to escalate later |
| Compensation and expenses webforms | These claims can only be made through a webform | EU261 compensation and expenses after a disrupted flight |
| Bag claim | Register a claim for delayed, damaged or lost bags | Baggage problems |
Whichever route you choose, give the same three details every time: your booking reference, the flight number and date, and what you want done about it, such as a refund or compensation. You can start on easyJet’s Contact Us page.
AviationADR says phone calls alone aren’t enough. If you’ve only phoned, the eight weeks haven’t started.
How long does easyJet have to reply?
The airline says it aims to answer general emails within 14 days, and more complex ones within 28. Those are its own aims. The date that matters is eight weeks after your written complaint. If there’s still no response by then, the CAA says you can escalate. You can also escalate earlier if you get a final written response, which AviationADR calls a deadlock letter. Either lets you escalate.
- Two claims go through separate forms rather than chat: easyJet says EU261 compensation and expenses after a disrupted flight can only be requested through a webform.
- For the amounts at stake, see our guide to delay and cancellation compensation.
When to take your easyJet complaint further
The next step is not the Civil Aviation Authority. Its Passenger Advice and Complaints Team only helps with airlines that aren’t signed up to an approved dispute resolution scheme. easyJet is signed up to AviationADR, so that’s where a complaint goes once you have a final written response or eight weeks have passed without one. Its notice of passenger rights gives a 12-month window from the final response.
- Complain to easyJet in writing through its contact form, and keep a copy and any reference.
- Wait for a final written response, or let eight weeks pass.
- Submit your complaint to AviationADR, with your booking details and everything you sent the airline. You have 12 months from the final response, or from your last written contact if there was no reply.
- AviationADR checks whether it can take the case, which can take up to three weeks.
- AviationADR reviews the case and issues a written decision, which can take up to three months.
- If you accept the decision, the airline must follow it. If you don’t, you can still go to court.
Give AviationADR a clear timeline, your receipts and everything you sent the airline.
What AviationADR can and can’t take on
AviationADR only handles flights scheduled to arrive at or depart from a UK or Swiss airport. It only takes complaints that have reached a final written response, or eight weeks without a reply.
- Covers: denied boarding, delays, cancellations, lost or damaged luggage, problems for disabled passengers, unfair trading, pricing and misrepresentation.
- Time limits: the CAA says to complain within six years of the incident, or five in Scotland.
New ADR rules under the Digital Markets, Competition and Consumers Act came into effect on 6 April 2026. The CAA says it’s reviewing its policy, but passengers can still use AviationADR. The CAA explains the process in its guide to airline dispute resolution.
Should you use a claims management company?
Rarely. AviationADR is free, and the CAA says you don’t need a claims firm to use it. If a firm gets you a payment, the CAA warns it may deduct a significant proportion as its fee.
Ask any firm for its fee in writing before you sign.
“A phone call leaves no record. If the airline later says it has no note of your complaint, you’ve got nothing to show it. Put it in writing through the contact form, keep a copy and any reference, and only then start counting the eight weeks. It’s dull admin, but it’s the evidence you’ll need if this goes further.”
Kate Acaster, Chief Editor, Flight Tribe
How to give your easyJet complaint the best chance
- Put everything in writing, even if you also phoned first.
- Attach evidence: boarding passes, receipts for extra costs and any reply you’ve had.
- Say exactly what outcome you want.
- Keep dated copies of every message, sent and received.
More on flying with easyJet
Our guide to flying with easyJet covers booking, boarding and luggage. These pages cover common causes of complaints.
- Thinking of cancelling instead? Read how to cancel an easyJet flight.
- Insurance has its own trade-offs, set out in Is easyJet Travel Insurance Worth It?
- If the dispute is over a bag, check the easyJet baggage allowance before you fly again.
- Comparing airlines before you book? See Jet2 vs easyJet vs Ryanair.
- The process is almost identical at the rival carrier, as our Ryanair complaints guide shows.
How Do easyJet Complaints Work? FAQs
How do I make a complaint to easyJet?
Use easyJet’s online contact form, and include your booking reference and the outcome you want. Keep a copy and any reference so you can escalate later.
How long does easyJet take to respond to a complaint?
easyJet aims to reply to general emails within 14 days and complex ones within 28. If it hasn’t responded eight weeks after your written complaint, you can escalate.
Can I complain to the CAA about easyJet?
Not directly. easyJet is signed up to AviationADR, so your complaint goes there, once you have a final response or eight weeks have passed, rather than to the CAA’s own complaints team.
Is AviationADR free to use?
Yes. It costs nothing, and if you accept the adjudicator’s decision, easyJet has to follow it.
Do I need a claims company for an easyJet complaint?
No. The CAA says you don’t need one, and a firm may deduct a significant proportion of any payment as its fee.
How long do I have to take a complaint to AviationADR?
Submit it within 12 months of easyJet’s final response, or of your last written contact if it never replied. The incident itself must be within six years, or five in Scotland.
Kate Acaster is Chief Editor at Flight Tribe. She writes about practical travel planning, budget airlines, baggage rules, city breaks, beach holidays and good hotels that do not cost daft money.
Kate has travelled through Europe, South America and beyond, usually with a notebook, a half-formed plan and a strong opinion on airport snacks. At Flight Tribe, her work focuses on helping UK travellers understand what is included, what costs extra, and whether a trip is worth booking at the price shown.
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Kate checks the details that can change the value of a trip, including cabin-bag rules, airline fees, hotel location, seasonality, travel dates and booking conditions. She is especially interested in offers that look useful on the surface but need a proper reader-first check before they are worth recommending.
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