Advice needed: easyJet denying claim after flight cancellation

Hello everyone,

I need some guidance on a rejected claim with easyJet regarding a recent flight cancellation.

My flight was cancelled due to air traffic control. I submitted a claim for ~800 Euros in additional expenses (accommodation and flight). EasyJet denied the claim, relying on the fact that the cancellation was outside their control.

However, I am looking for clarity on the distinction between regulatory compensation (which I understand is not owed for ATC issues) and reimbursement of expenses (which I believe should be covered regardless of the reason for cancellation). Their own terms state they cover "reasonable expenses", but they haven't clearly defined what "reasonable" is, which led to this situation.

I also have verbal confirmation from ground staff at the airport that these costs would be covered. Is the advice given by ground staff binding? Are there specific regulations or templates I should use to escalate this to a formal complaint?

Any help navigating this would be amazing. Thank you.

Latest update:

I chatted with their customer service to explain what happened and they have further escalated it 🤞