Ryanair making it difficult for customers to get refunds

llgon

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New approach for flight refunds from Ryanair


Coronavirus: Ryanair suspends refunds and offers passengers vouchers instead


Ryanair has started to tell passengers who want refunds for cancelled flights that they will have to wait until the Covid-19 pandemic has passed – but that it can offer them vouchers straight away.
In the first weeks of the coronavirus crisis Ryanair was praised in industry circles for bucking a trend among other airlines, including Aer Lingus, by adhering to EU regulations and automatically offering passengers refunds for cancelled flights instead of alternative bookings or vouchers.
In recent days, however, the airline’s position appears to have shifted: Irish Times readers report receiving Ryanair emails that say the airline cannot process refunds until after pandemic has subsided, and the best passengers affected by the mass cancellation of flights can hope for is a voucher valid for 12 months.
The emails tell passengers who “wish to request cash as an alternative” to a voucher that “as our payment agents are required to stay at home in the fight against the Covid-19 pandemic, payment security restrictions prevent us from processing cash refunds until the Covid-19 crisis has abated.
 

PaddyBloggit

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From BreakingNews.ie

"Eoghan Corry, editor of travelextra.ie, has said airlines are trying to change the rules to allow them to give flight vouchers instead.
Mr Corry said: "The law is that EU261 still applies, they have to give you back the cash within a two-week period."
 

joer

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I dont see why they would not refund people, especially flights to Spain , Italy UK or USA who have been hit hardest . When this Covid 19 passes people are going to book flights again and I do not think that that the flights will be cheap either. I have an upcoming flight in May so I would rather get a refund than a voucher personally.
 

Odea

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Still no refund from Ryanair despite me filling in refund request forms over two weeks ago. I was also looking for a refund in respect of a hotel stay so I rang my credit card company. The agent to whom I was speaking said that she had seen lots of EasyJet refunds but none from Ryanair.

I am sure that it will come in due course but a little bit of me thinks that they have lost my request somewhere.

Has anyone else received their refunds from Ryanair yet and what was the timeline?
 

Slim

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Still no refund from Ryanair despite me filling in refund request forms over two weeks ago. I was also looking for a refund in respect of a hotel stay so I rang my credit card company. The agent to whom I was speaking said that she had seen lots of EasyJet refunds but none from Ryanair.

I am sure that it will come in due course but a little bit of me thinks that they have lost my request somewhere.

Has anyone else received their refunds from Ryanair yet and what was the timeline?
Submitted the refund request on 20th March. A few days ago I received the 'We are working through the volume as quickly as we can' email. No refund yet. I'm sure it's not a priority for them.
 

Odea

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Seems Ryanair are playing silly games.
 

Slim

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Submitted the refund request on 20th March. A few days ago I received the 'We are working through the volume as quickly as we can' email. No refund yet. I'm sure it's not a priority for them.
Update. Email from Ryanair attaching a voucher for the full value of my flight, valid for 1 year, despite my clearly seeking a refund. Now in queue for Chatbot, having had to enter my contact details & flight ref which they quoted on the email. Frustrating!
 

vandriver

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Update. Email from Ryanair attaching a voucher for the full value of my flight, valid for 1 year, despite my clearly seeking a refund. Now in queue for Chatbot, having had to enter my contact details & flight ref which they quoted on the email. Frustrating!
I thought your confidence in your previous post was misplaced!
I got through to a human on the chat on Sunday morning in 10 minutes.
 

Slim

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I thought your confidence in your previous post was misplaced!
I got through to a human on the chat on Sunday morning in 10 minutes.
Well, it was all going too well, wasn't it? I am still waiting for a reply to my Chat question!
 

vandriver

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Did that resolve the refund issue?
Quote.....

Perfect.​
I have informed Ryan Air refund team that you will not need voucher as refund, and you will get refund in bank once COVID_19 situation is over, until that if you wish to book any flight to any date you want, you can do it using voucher and if you don't book in that mean time, you will get cash(bank transfer) back for sure. Thank you very much for your understanding and cooperation:)
Please note that as our payment agents are required to stay at home in the fight against the COVID-19 pandemic, payment security restrictions prevent us from processing cash(bank) refunds until the COVID-19 crisis has abated.​
Thank you very much for your understanding in this hard time we all are living.​
 

Odea

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406

93 pages, nearly all complaints on the TripAdvisor Air Travel forum. This company is sitting on €4 billion in cash and can well afford to make refunds to those people some of whom may have lost their jobs....
 

Slim

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2,343
Quote.....

Perfect.​
I have informed Ryan Air refund team that you will not need voucher as refund, and you will get refund in bank once COVID_19 situation is over, until that if you wish to book any flight to any date you want, you can do it using voucher and if you don't book in that mean time, you will get cash(bank transfer) back for sure. Thank you very much for your understanding and cooperation:)
Please note that as our payment agents are required to stay at home in the fight against the COVID-19 pandemic, payment security restrictions prevent us from processing cash(bank) refunds until the COVID-19 crisis has abated.​
Thank you very much for your understanding in this hard time we all are living.​
I am waiting 24 hours now but no reply from a Customer Care agent!
 

joer

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408
Ryanair are saying , on the Independent this evening, that it is giving customers "all options" . This is including free moves and refunds in the form of cash or vouchers . The process time for refunds is taking longer due to demand. Customers who choose not to accept a free move or voucher will be refunded in due course.
 

Brendan Burgess

Founder
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42,166
I applied for a refund the other day
Today I got the email offering me a voucher.
I don't want it as it expires in one year and I would prefer cash anyway. (I think I took the Aer Lingus voucher as it's 5 years and +20%)
They gave a link to get cash refunds but there is nothing on the page which shows me how to get the cash instead.


If you do not wish to accept this voucher option and wish to move your flight or request a refund, please click here to contact us. Please note that as our customer care agents are required to work from home to limit the spread of COVID-19 virus, payment security restrictions prevent us from processing refunds as quickly as we would like to.

There should be a simple link to get cash back.

Brendan
 

Sunny

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93 pages, nearly all complaints on the TripAdvisor Air Travel forum. This company is sitting on €4 billion in cash and can well afford to make refunds to those people some of whom may have lost their jobs....
They can also well afford to pay their staff with €4 billion in cash but they are leaving the majority of that bill to the taxpayer. Of course, Ryanair shareholders will tell you that is good responsible business sense. However, trying to hang on to the same cash and avoiding cash refunds to customers is wrong when the same shareholders are also customers. Wonder if shareholders weren't also customers, would they see anything wrong with it?
 
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