Which? said that easyJet passengers were not informed of their legal right to compensation after the airline canceled their flight. Some families said they had to sleep on the floor or buy expensive flights home.
A husband and wife said they received “absolutely shocking service” after visiting Santorini for their wedding anniversary.
Damian McConville, 33, and his wife had to sleep on the floor in Gatwick because no hotels were available.
They claimed that easyJet had failed to inform them that they could receive a total compensation of £880.
Airlines are required to offer passengers an alternative flight at the “earliest opportunity”, even if it is on an alternative airline.
Which? said easyJet’s ‘Manage my Booking’ section on its website only allowed passengers to rebook with easyJet.
Matthew Siggins was on vacation in Athens when he received a text message that his flight home had been cancelled.
He asked for a refund because he was not informed of his right to be diverted, nor was he told that he could receive compensation.
He had to book a long journey home and the two tickets cost him £80 more than his original journey.
Matthew also had to spend money on airport transfers and food, but by demanding a refund he had unknowingly waived his right to recover his expenses.
Which? is now calling on the Civil Aviation Authority to investigate easyJet in light of these claims.
Rory Boland, editor of Which? Travel said: “easyJet has treated its passengers horribly, but this is just the latest example of a systemic problem in the airline industry. Some airlines routinely ignore their legal obligations because they know they will not be affected.
“With potentially thousands more flight cancellations, passengers will face a miserable summer unless the CAA and the government live up to their commitment to eradicate consumer rights violations.
“This includes the option to fly to/from different airports within the same country, if they wish.
“Where we are unable to offer a direct flight with easyJet within 24 hours, customers can book alternative airline flights through our customer contact centres, but in general we advise passengers to book these flights themselves as this offers more flexibility and the fastest way to get a seat on the alternate flight.
“In these circumstances, we will reimburse customers for the full cost of the alternative transportation. This information is clearly displayed on our delay and cancellation help page.
“We are clearly informing customers that if there are no alternative easyJet flights within 24 hours, they can book flights through an alternative airline and we will reimburse them in full or they can opt for a full refund.
“We clearly inform passengers of their EC261 rights through our rights and delays and cancellations pages on our website, which are provided to customers if their flights are disrupted.
“Customers can easily submit a claim via our claim form. We advise customers to provide itemized receipts to ensure they are processed as quickly as possible.”