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    • Justice13075
    • By Justice13075 22nd Aug 16, 10:24 PM
    • 612 Posts
    • 320 Thanks
    Justice13075
    Don't waste time sending them a letter go straight to the Notice before action and save yourself 28 days.
    • andre1990
    • By andre1990 23rd Aug 16, 3:18 PM
    • 3 Posts
    • 0 Thanks
    andre1990
    Hi guys,

    So my complaint has been upheld by Ryanair and they want me to log back into the complaint system to provide my bank account details.

    The problem is, my flight was 3 years ago and the flight reservation number keeps getting rejected as I try to log in to my complaint with the error:

    Your flight reservation number is invalid, please check the reservation number you have entered

    Live chat don't have a clue and can only view 'valid' (i.e. recent) flight references.

    Has anyone had this issue, or knows of how to resolve?

    Thanks
    • FunTraveller
    • By FunTraveller 28th Aug 16, 10:33 AM
    • 2 Posts
    • 0 Thanks
    FunTraveller
    Any Advice?
    Hi Guys,
    I was on a RA flight of 1050 miles (1690 km), from Italy to UK with another person in July 2015.
    The flight was scheduled to depart at 10:40, then at the airport they changed to 12:10 and finally the flight started at 13:25. (They kept us on the plane from 12.20 to 13.25).
    It was scheduled to arrive at 12:35 instead it landed at 15:08
    According to FlightStats it was delayed 153 minutes, so I'm not inside the safe area of 180 minutes.
    In all this waiting time we did't receive any foods and drinks as stated by the European Law.
    Furthermore we lost the train we booked at that time and we had to pay a taxi (50£) to go home which is not really close to the airport (about 55 minutes).
    What would you advise to do in this case? I tried to insert details on bottonline to have an idea but they say I'm not entitled because not delayed for at least 180 minutes.
    Thanks,
    • Vauban
    • By Vauban 28th Aug 16, 10:46 AM
    • 4,430 Posts
    • 1,949 Thanks
    Vauban
    FunTraveller: Correct: no claim under the Regulation.
    I used to link to my guide - but MSE stopped such malfeasance. I may not have my link (you can still google it) but I retain a magnificent hat!
    • Caz3121
    • By Caz3121 28th Aug 16, 1:29 PM
    • 9,970 Posts
    • 6,523 Thanks
    Caz3121
    In all this waiting time we did't receive any foods and drinks as stated by the European Law.
    Originally posted by FunTraveller
    you could send copies of your receipts for refreshments in with a covering letter requesting reimbursement under EU261 Duty of Care
    (if you did not purchase anything then there is nothing to claim reimbursement for)
    delay compensation and taxi reimbursement does not apply.
    Unlikely that travel insurance would cover but worth a check of your policy
    • anto19
    • By anto19 30th Aug 16, 12:24 AM
    • 1 Posts
    • 0 Thanks
    anto19
    complainttracker website - Flight Reservation Number ERROR
    Hi guys,

    I used Resolver to claim a compensation for a delayed flight of 4 hours and 14 minutes between Valencia (Spain) and Bristol (UK). I thought I was lucky to get -on the 20th of July- a positive answer from Ryanair's Customer Service saying that I am entitled to a compensation. They sent me a letter (see below) requesting my bank details. When trying to access Claim Tracker to Update Request complainttracker dot ryanair dot com by introducing my details, it gives me the error: "Your flight reservation number is invalid, please check the reservation number you have entered".

    20/07/2016
    Private and Confidential
    [MY NAME]
    [MY ADDRESS]
    VLCBRS
    Our Ref: XXXXX/XXXXX/XXXXX/XX
    [my email address]

    Dear Ms XXXXX,

    We acknowledge receipt of your online request dated 20th July 2016.

    We sincerely regret the delay of your flight FRXXX from Valencia to Bristol on the XXXXXX, which was caused due to an unexpected technical fault.

    We wish to confirm that according to EU261/2004 Regulation our Accounting Department has approved a monetary compensation in the amount of XXXX (XXX per customer).

    In order for us to process the payment, we kindly ask you to use the bellow link to submit your bank details:

    complainttracker dot ryanair dot com

    IBAN:
    BIC:
    Bank Name:
    Card holder name:

    Please be advised that once a passenger arrives in their destination airport, Ryanair has no further liability for any further costs incurred.

    Please accept our renewed apologies for any inconvenience caused by this unavoidable delay.

    Yours sincerely,
    Ryanair Customer Service Department
    I have contacted Ryanair using their live chat service and it was frankly near to useless. I then rang them up and after 10 minutes of explaining my case and pointing out several times the error given by Claim Tracker portal I was redirected to use their "COMPLAINT FORM - OTHER" at their website. I wrote to them explaining the Claim Tracker error (and even sent screenshots) and received an email on the 23rd of July saying:
    Dear Customer,

    Thank you for contacting Ryanair.
    In relation to your recent correspondence we inform you that we have forwarded your correspondence to the department investigating your case and a response will be sent to you in due course.
    Yours sincerely,

    Roland

    The Customer Service Team

    For and on Behalf of
    RYANAIR LIMITED
    I have been waiting for over a month now but nothing happened, no one from Ryanair has contacted me again.

    Has anybody had this situation before? What shall I do next?

    Any advise would be very helpful. Thanks in advance!
    • Justice13075
    • By Justice13075 30th Aug 16, 12:33 AM
    • 612 Posts
    • 320 Thanks
    Justice13075
    if you haven't already read Vaubans guide, download it and read it then send a Notice before action all explained in the guide.
    • FunTraveller
    • By FunTraveller 30th Aug 16, 10:24 AM
    • 2 Posts
    • 0 Thanks
    FunTraveller
    FunTraveller: Correct: no claim under the Regulation.
    Originally posted by Vauban
    you could send copies of your receipts for refreshments in with a covering letter requesting reimbursement under EU261 Duty of Care
    (if you did not purchase anything then there is nothing to claim reimbursement for)
    delay compensation and taxi reimbursement does not apply.
    Unlikely that travel insurance would cover but worth a check of your policy
    Originally posted by Caz3121
    Thanks for your replies guys, although it looks a bit unfair to me that just because of 27 minutes I cannot claim anything... really disappointing...
    • andre1990
    • By andre1990 3rd Sep 16, 3:23 PM
    • 3 Posts
    • 0 Thanks
    andre1990
    Hi guys,

    I used Resolver to claim a compensation for a delayed flight of 4 hours and 14 minutes between Valencia (Spain) and Bristol (UK). I thought I was lucky to get -on the 20th of July- a positive answer from Ryanair's Customer Service saying that I am entitled to a compensation. They sent me a letter (see below) requesting my bank details. When trying to access Claim Tracker to Update Request complainttracker dot ryanair dot com by introducing my details, it gives me the error: "Your flight reservation number is invalid, please check the reservation number you have entered".

    20/07/2016
    Private and Confidential
    [MY NAME]
    [MY ADDRESS]
    VLCBRS
    Our Ref: XXXXX/XXXXX/XXXXX/XX
    [my email address]

    Dear Ms XXXXX,

    We acknowledge receipt of your online request dated 20th July 2016.

    We sincerely regret the delay of your flight FRXXX from Valencia to Bristol on the XXXXXX, which was caused due to an unexpected technical fault.

    We wish to confirm that according to EU261/2004 Regulation our Accounting Department has approved a monetary compensation in the amount of XXXX (XXX per customer).

    In order for us to process the payment, we kindly ask you to use the bellow link to submit your bank details:

    complainttracker dot ryanair dot com

    IBAN:
    BIC:
    Bank Name:
    Card holder name:

    Please be advised that once a passenger arrives in their destination airport, Ryanair has no further liability for any further costs incurred.

    Please accept our renewed apologies for any inconvenience caused by this unavoidable delay.

    Yours sincerely,
    Ryanair Customer Service Department
    I have contacted Ryanair using their live chat service and it was frankly near to useless. I then rang them up and after 10 minutes of explaining my case and pointing out several times the error given by Claim Tracker portal I was redirected to use their "COMPLAINT FORM - OTHER" at their website. I wrote to them explaining the Claim Tracker error (and even sent screenshots) and received an email on the 23rd of July saying:
    Dear Customer,

    Thank you for contacting Ryanair.
    In relation to your recent correspondence we inform you that we have forwarded your correspondence to the department investigating your case and a response will be sent to you in due course.
    Yours sincerely,

    Roland

    The Customer Service Team

    For and on Behalf of
    RYANAIR LIMITED
    I have been waiting for over a month now but nothing happened, no one from Ryanair has contacted me again.

    Has anybody had this situation before? What shall I do next?

    Any advise would be very helpful. Thanks in advance!
    Originally posted by anto19
    I posted a few posts up and am in exactly the same position. Let me know if you manage to find a way through and I will do likewise.

    I had complained to them about this and they just replied with nearly exactly the same letter, telling me to go to that site and log in with my flight details. Very irritating.
    • Fourreux
    • By Fourreux 8th Sep 16, 11:51 AM
    • 6 Posts
    • 0 Thanks
    Fourreux
    So, after a few years waiting, RA finally decided to send a check of 250euros!!!
    file closed!!!
    thanks everyone for your help
    • Izbizzle
    • By Izbizzle 24th Sep 16, 10:37 AM
    • 302 Posts
    • 994 Thanks
    Izbizzle
    Hi, I have been waiting for payment for a claim I made a few weeks ago now, Ryanair provided this response, which was great:

    'I wish to confirm that a bank transfer to the value of £425 (equivalent to €250 per full fare paying passenger) has been authorised in full and final settlement of your claim and in accordance with Article 7 of EU Regulation 261/2004. This transaction should be reflected on your bank statement within the next 14 days.'

    I provided my bank details. Should I just reply asking them when I can expect my payment, or is there a better approach I should be considering? Thanks in advance.

    • Marialoo
    • By Marialoo 2nd Oct 16, 3:35 PM
    • 1 Posts
    • 0 Thanks
    Marialoo
    Can i claim
    HI All, Question, can i claim for one nights accommodation from ryanair as they cancelled my flight earlier this year and refunded my flight but because of this and the only other flight available was full i was left to have to fly home a day late can i claim back the extra night accommodation from ryanair?
    • Caz3121
    • By Caz3121 2nd Oct 16, 6:59 PM
    • 9,970 Posts
    • 6,523 Thanks
    Caz3121
    If Ryanair delayed your flight till the next day, they have duty of care for accommodation etc until the flight. If you chose to take refund and make your own arrangements they are not liable for your hotel - did you fly back with Ryanair or another airline?
    Last edited by Caz3121; 02-10-2016 at 7:13 PM.
    • Simmo71
    • By Simmo71 3rd Oct 16, 6:53 PM
    • 5 Posts
    • 1 Thanks
    Simmo71
    So Ryanair have finally responded to my email and they've stated the delay was due to "issues in the Air Traffic Control department" and therefore beyond their control so no compensation due. This completely contradicts what we were told on the day which was 1. Aircraft late back from previous destination Barcelona, 2. Fuel truck broken down and 3. Couldn't get a push-back crew to get off the gate.

    I've read somewhere that the CAA are able to confirm the official reason for delays -does anyone have experience of asking them, and if so, the best way to contact them? I have a feeling Ryanair are trying to pull the wool over my eyes...

    Thanks
    Simmo
    • JPears
    • By JPears 3rd Oct 16, 11:55 PM
    • 2,589 Posts
    • 729 Thanks
    JPears
    So Ryanair have finally responded to my email and they've stated the delay was due to "issues in the Air Traffic Control department" and therefore beyond their control so no compensation due. This completely contradicts what we were told on the day which was 1. Aircraft late back from previous destination Barcelona, 2. Fuel truck broken down and 3. Couldn't get a push-back crew to get off the gate.

    I've read somewhere that the CAA are able to confirm the official reason for delays -does anyone have experience of asking them, and if so, the best way to contact them? I have a feeling Ryanair are trying to pull the wool over my eyes...

    Thanks
    Simmo
    Originally posted by Simmo71
    Ryanair are probably not giving the correct reason. You could try the CAA but wil probably need to go to court or at least down the legal route to get the truth...
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • Simmo71
    • By Simmo71 13th Oct 16, 10:03 PM
    • 5 Posts
    • 1 Thanks
    Simmo71
    The merry-go-round continues...

    The CAA have responded with what I presume is a stock answer - they say they no longer get involved in passenger complaints (although I would say mine was a request for information rather than a complaint), and that I should direct my complaint to 'Airline Dispute Resolution', a scheme which falls under the umbrella of the Retail Ombudsman.

    Before I use them I'd be interested to know how rigorously they investigate the reason for delays, or do they just accept the reason given by the airline. Does anyone have any experience of going down this route?

    Thanks
    Simmo
    • JPears
    • By JPears 14th Oct 16, 8:16 AM
    • 2,589 Posts
    • 729 Thanks
    JPears
    Typically the CAA have washed their hands of the whole problem by passing the buck, even though they are the statutory body assigned to deal with this problem. Initially, many years ago, the CAA simply ignored any complaints made.
    They are a toothless, useless and ineffective quango, paid for by the airlines, with little or now concern for the passengers, that ultimately pay for their existence.
    Read DR Watson's notes in this thread and if you feel you have a strong claim, issue your NBA then start ESCP proceedings.
    Last edited by JPears; 14-10-2016 at 9:05 AM.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • silvercar
    • By silvercar 14th Oct 16, 8:52 AM
    • 34,063 Posts
    • 142,426 Thanks
    silvercar
    Quick update on my delay about 2 years ago. Gave it to Bott & co and they have been to court and are now sending the bailiffs in.
    Originally posted by silvercar
    I've been waiting since mid July. Not heard anything further and Bott & co haven't responded to emails.
    • 111KAB
    • By 111KAB 14th Oct 16, 9:01 AM
    • 3,517 Posts
    • 1,418 Thanks
    111KAB
    I've been waiting since mid July. Not heard anything further and Bott & co haven't responded to emails.
    Originally posted by silvercar
    What did they say when you 'phoned?
    • silvercar
    • By silvercar 14th Oct 16, 2:14 PM
    • 34,063 Posts
    • 142,426 Thanks
    silvercar
    What did they say when you 'phoned?
    Originally posted by 111KAB
    Used social media to get a response in the end.

    Turned out to be a catalogue of errors that basically meant nothing has happened for the last 3 months.

    They have now been prompted into action. Wondering if you can get compensation for a NWNF firm making mistakes!
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