A Peel couple are ’frustrated’ about easyJet’s customer service as they have not been reimbursed for a flight that was cancelled a year ago.

Karolina and Ian Davison say they ’haven’t got anywhere’ with the airline after it stated that reimbursement would be provided to those affected.

We reported in August 2017 how Karolina and her two young children were left stranded at Gatwick Airport after their easyJet flight to Ronaldsway Airport was cancelled due to fog.

The three arrived at Gatwick on a Monday and flew out to the island only to find that they would not be landing.

Getting back to Gatwick, they were told that the next available easyJet flight wasn’t available until the following Thursday.

’It was fair enough that the flight had to be returned because of the weather conditions. There’s not much you can do about it,’ said Karolina.

’But they didn’t offer me any other options.’

The family decided they were not prepared to stay for that length of time and booked a hotel and flights for the next day with British Airways from London City.

Ian, who is a Peel commissioner, said: ’It was disgusting the way that they had been treated.

’There was no assistance or anything, it’s not right.

’Karolina was there with a three and nine-year-old then with three big bags of luggage as she had just got back from seeing her parents in Ukraine.

’I was struggling while ringing hotels trying to find accommodation. Where else were they going to go?

’Not on the floor. What would they do on the Tuesday, Wednesday and Thursday?

’Get the train into London and then to Lancaster to get the boat? That’s not an easy task.’

He added: ’Other passengers must’ve had difficulties to find accommodation at 10pm at night.’

Near the time of cancellation, easyJet stated that ’as there was limited availability on easyJet flights within the following 48 hours, passengers were advised to switch to an alternative airline and [were] entitled to reimbursement’.

Ian said: ’We’ve sent 10 letters and haven’t got anywhere with them.

’ This has been going on for a year now.

’It’s a shame that that’s the service we get in the Isle of Man.’

Karolina continued: ’They were emailing me and every time it was a different person and they kept getting details wrong. It was back and forwards, back and forwards.’

A spokesman from easyJet said: ’We are sorry that Mr Davison’s flight was cancelled due to adverse weather on the isle of Man.

’Whilst the cancellation was outside of our control we will always provide hotel accommodation, meals and pay reasonable expenses.

’Our customer team didn’t receive a claim for expenses from Mr Davison and so couldn’t process them.

’However, we have since been in touch with Mr Davison to apologise for any inconvenience caused and to arrange for his expenses to be reimbursed.’

Karolina saidthat it was not ’clearly explained’ that they had to fill out an application to receive reimbursement.

She said: ’I emailed over the receipts. It came to £801.64.’

’One lady got in touch [after the Isle of Man Newspapers had contacted the company] who was very nice and directed us, but it doesn’t say very clearly on the website how to claim expenses.’

Karolina added: ’It would’ve been a lot more simple if they sent me a link to an application.

’It’s frustrating and stressful.

’It seems like they way that it’s done is so people give up.’