Which? has reported easyJet to the Civil Aviation Authority (CAA) over the way it has treated passengers whose flights were cancelled.
Thousands of flights from UK airports have been cancelled and delayed in recent months due to staff shortages.
The consumer group said it had heard from passengers who were kept in the dark about their legal right to hundreds of pounds in compensation and the chance to be rerouted with other airlines after easyJet cancelled their flight.
According to Which?, some families were left to sleep on the airport floor or buy expensive new flights home after cancellations.
Under UK law, after a cancellation airlines are expected to offer passengers a rebooking to their destination at the ‘earliest opportunity’. This means offering them a flight with an alternative airline if that is the best option.
Instead, Which? found that easyJet was directing passengers to the ‘Manage my booking’ section of its app and website, which only gives options to rebook on an easyJet flight.
The CAA said it would review the evidence provided by Which? and “respond accordingly”.