I am at my wits’ end with easyJet. In June 2016 our flight from Dubrovnik to London Gatwick was cancelled due to crew sickness. We received no help at the airport and had to book our own return flight, overnight accommodation and taxis to and from the airport.

I claimed for these expenses and, eventually, after multiple emails, letters and phone calls, they were refunded in December last year.

We also submitted a claim for EU compensation, which easyJet refused to pay as it claimed crew sickness was an “extraordinary circumstance”. We did not agree and took it to the arbitrators (CEDR), which ruled in our favour on 6 April this year, meaning that easyJet had to pay us £684.

The airline emailed the following day asking for our account details and told us the money would be in our account within 20 working days. However, we never received it. When we chased the matter up it initially told us the money had been paid into our account, but then seemed to accept that we had not received it and agreed to resend it. We still have not received it.

Every time I phone it seems unable to tell me why we have not received it, and promises it will be in our account within 72 hours – then nothing happens. CEDR said it would contact the airline, but we have still heard nothing.

I feel like I have hit a brick wall – the amount of time I have spent on the phone to easyJet over the past year is phenomenal. It is now nearly 12 months since the flight was cancelled and we still have not got this sorted! KM, Aldershot

Last week barrister and frequent traveller Richard Colbey praised the CEDR scheme in these pages, stating that he thought it was working well for consumers. It worked in your case – up to a point – in that it found in your favour; however, the airline didn’t pay.

CEDR says it won’t comment on individual cases. But it did tell us that subscribing airlines are required to comply with adjudicator decisions as a condition of membership. It will not close a case until the customer has received the redress to which they are entitled.

For its part, easyJet blames the non-payment on a mix-up. Following our intervention it quickly paid up. It says: “This is a legal case and we are very clear that once this process has started, all communication needs to go through a CEDR contact address.

“Easyet customer service is not involved in the CEDR process. We did not receive any further communication indicating that no money had been received, so were unable to take any steps to correct the issue.

“We are sorry that a breakdown in this communication led to a longer than usual wait for compensation, and we would like to apologise.”

You are just happy the matter is finally concluded.

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