EasyJet launches investigation after furious father says unapologetic cancellation ruined 'very special' family reunion

'My aunt is devastated as she’s only met her great niece, Emmy, once. It’s ruined a very special occasion'

Mr Larkin's daughter, Emmy was upset by the whole experience (Adrian Larkin)

EasyJet has launched an investigation into its customer service after a passenger suffered a “horrendous experience” trying to make it to Geneva in time for a family reunion.

Adrian Larkin and his four-year-old daughter, Emmy, ended up missing the long-planned event, and he was left hundreds of pounds out of pocket when they turned up at Gatwick to find their flight had been cancelled without notice or explanation.

According to EU regulation 261, airlines that axe flights are obliged to offer passengers reimbursement, rerouting or a return flight if it is a connecting flight that was cancelled.

However, Mr Larkin said easyJet did not offer any of these options – with unapologetic staff simply telling him there would be no other flights that day and that he “would be lucky if he got anything tomorrow”.

Realising the only alternative was to book a new flight, the 42-year-old social media consultant, of Thames Ditton, was then forced to take a coach to Heathrow and pay £530 for replacement tickets.

This meant they were travelling much later than expected, causing him and his daughter to miss the opportunity to see his 81-year-old aunt.

“I have three daughters and each daughter I have decided to take to Geneva to spend time with their Swiss family up in the mountains where my grandma lived,” Mr Larkin explained to The Independent.

“This is the turn of my youngest before she starts school in September and it’s been a horrendous experience for her.

“We had arranged a big family lunch. My aunt is devastated as she’s only met her great niece, Emmy, once. It’s ruined a very special occasion.”

EasyJet cancelled 1,263 flights last month, which have been blamed on French and Italian strike action, air traffic control restrictions and poor weather.

A spokesperson for easyJet told The Independent Mr Larkin’s flight was “unable to operate due to a technical issue with the aircraft.”

The spokesperson also apologised for the quality of customer service he received, stating: “Mr Larkin did not receive the level of assistance from customer services we aim to provide, and this is being investigated.

“We are contacting Mr Larkin to help provide compensation in line with EU [regulation] 261.”

Rival budget airline Ryanair has also been affected by the strikes, cancelling 1,100 flights last month.

The Irish airline is set to face more trouble following the announcements that their pilots and cabin crew will be striking throughout July.