TTG reported on Tuesday that two Londoners had already boarded an easyJet plane at Luton airport when the airline realised it had sold more tickets than there were seats available.
The carrier is then alleged to have failed to tell the couple about their rights to compensation and alternative flights.
The couple had paid £678 for tickets to Catania in Sicily for a six-day Easter break, and had booked £1,270 worth of non-refundable accommodation and transfers, The Independent reported.
On Tuesday easyJet posted a message on its Twitter page apologising for “recently reported poor service its customers had received".
“We feel that these circumstances are very rare, but know in these instances we should have done better,” the statement read.
“We’ve made it easier for our customers to claim compensation (EC261) or expenses, whatever the circumstances.
“We outline compensation for overbooked customers on our website, and where claims can be submitted in minutes and typically claims are processed and paid within seven days.
“We have improved our processes in our contact centres to ensure that customers are not put through a similar experience. We realise this should have been handled in a better way, and have picked this up with the team involved. Again we are sorry for what has happened.”
EasyJet recommends customers call 0207 517 7103 if they have been denied boarding and haven’t received compensation.
