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    • toozie
    • By toozie 21st Nov 17, 3:11 PM
    • 3,245 Posts
    • 5,903 Thanks
    toozie
    Your intial delay was certainly the fog BUT it affected the previous flight rotation - your plane wasn't there to be delayed by fog in the first place.
    Operational decisions caused the majority of the delay - going to different airport, waiting for additional passenegers etc.
    Have you put your flight details into an online checker such as Botts to see if they think you have a valid claim?
    Originally posted by JPears
    Yes, Botts say I have a claim
    I have replied to the response through Resolver, stating I do have a claim under the legislation- and the reasons, stating as far as we were aware we were flying at 15:00 from Marco Polo etc.

    So Would it be appropriate to take this to the next level of complaint if necessary?

    Thank you for the reply
    • JPears
    • By JPears 21st Nov 17, 4:27 PM
    • 3,334 Posts
    • 925 Thanks
    JPears
    If necessary?
    It will be necessary. RA aren't going to go any further of their own accord. You'll probably need to escalte through resolver as at least you seem to have a line of communication established there.
    However, they may just cut you dead with no further communication.
    Ensure there are no conditions attached to the £38 offer.
    You may need to progress through more conventional routes now, so time to have a read up on Dr Watson's prescription for dealing RA through the court system.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • matthew26
    • By matthew26 26th Nov 17, 9:02 PM
    • 1 Posts
    • 0 Thanks
    matthew26
    Time limit on Ryanair compensation payment?
    Hi, grateful for some advice regarding delays in agreed compensation payments from Ryanair.

    Flight: Alghero, Sardinia - London Stansted 15.08.17. x4 passengers. Delay 6 hours, techinical problem.

    Claim submitted end of August, compensation agreed by Ryanair 01.09.17 via letter attached to email. Payment within '10 working days'. Date passed. Follow up email x2 received, both stating 'payment within 28 working days'. No payment yet received. Email sent to 'refund@ryanair.com' - no response. Tweet via twitter resulted in an email saying 'thank you for your patience' etc etc, claim receiving urgent priority blah blah blah.

    So, it's been approx 90 days since compensation claim agreed and a payment figure generated. Their own targets have been breached. Feel like I am getting the run around now.
    Is there a time limit on payment? If not, what can be done to speed things up if anything? What is the average wait for Ryanair to pay up?
    • ellie27
    • By ellie27 26th Nov 17, 9:45 PM
    • 1,066 Posts
    • 719 Thanks
    ellie27
    Looking for any advice, however at the back of my mind I think we may not be entitled to anything.....


    We had flights booked GLASGOW TO STANSTED.
    Ryanair cancelled the whole route.

    They did give us over 7 weeks notice before departure.
    First notice email was a choice of 2 options - full refund or rebook free of charge
    I selected full refund as we couldnt rebook as they had cancelled the whole route.

    2 days later after this initial email telling us they cancelled the flight.... we got this email....
    "We refer to our recent email regarding your Ryanair flight booking, and we write to remind you that you are entitled to choose between a full refund of the cost of your ticket, or re-routing as well as a refund of certain expenses (as detailed below).
    If you wish to avail of re-routing, you can transfer online (free of charge) to the next alternative Ryanair flight to the same destination airport (subject to seat availability) – click here. If you require other rerouting options, such as departing / arriving from another airport served by Ryanair or (if a suitable Ryanair flight is unavailable) an alternative airline, train, bus or car hire, please contact reservations, click to chat with one of our advisors (subject to opening hours) or go to the airport ticket desk. If you avail of re-routing via an alternative airport, you will be entitled to a refund of the reasonable cost of transferring to that airport. Also, if you avail of rerouting and, as a result, incur expenses in respect of accommodation, meals or refreshments, you will be entitled to a refund of such reasonable expenses.
    If you were notified of a flight cancellation more than 14 days in advance of the scheduled departure date, you are not entitled to EU261 compensation (as opposed to expenses as detailed above)."

    Could we have been re-routed with another airline eg Easyjet? I am confused by the wording! Or is the fact that as they gave us 14 days notice we are not entitled to anything? (just full refund of original Ryanair flight)

    Thanks for any advice!
    • JPears
    • By JPears 27th Nov 17, 9:02 AM
    • 3,334 Posts
    • 925 Thanks
    JPears
    The latter. If they gave you more than 14 days notice.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • Mikeymikeguy
    • By Mikeymikeguy 3rd Dec 17, 1:22 AM
    • 1 Posts
    • 0 Thanks
    Mikeymikeguy
    Hey guys ,I had confirmation email regarding my cancellation and to be awarded Ä400 this was on September 22nd & I'm still yet to receive anything, live chat is stating I simply wait and when I phoned I was given the same answer
    Ryanair flight
    • JPears
    • By JPears 3rd Dec 17, 11:59 AM
    • 3,334 Posts
    • 925 Thanks
    JPears
    send a letter in writing as your NBA or LBA giving them 14 days to pay or you will take court action for recovery of the money promised to you over 10 weeks ago.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • TMDaines
    • By TMDaines 7th Dec 17, 12:29 PM
    • 4 Posts
    • 0 Thanks
    TMDaines
    Hello all,

    I've been to this site for many years and used the knowledge of the forums in the past to beat an unjust private parking ticket. Now I've joined to try and get some help with getting the right about of reimbursement from Ryanair, who so far are not offering me my full entitlement.

    To summarise: I had a return holiday flight from Barcelona to Manchester cancelled at 24 hours notice due to French air traffic control strike in October. There were no flights on the same route with Ryanair for at least 72 hours, Ryanair direct you to their live chat to be put on a different route, but this was down due to the number of people accessing the site, so I manually booked another flight from Girona to Liverpool with Ryanair for the next day. Ryanair have refunded original flight and expenses, but the rebooked flight to get home was more expensive and I believe that those costs are part of their duty of care.

    Below I will copy and paste a letter sent to Ryanair on 30th November 2017 that summarises my situation in full so far:

    Dear Sir or Madam,

    Re: Refund claim for cancelled flight
    Booking reference: ABC123

    I am writing regarding flight FR7545 on Tueday 10th October 2017, due to depart from Barcelona [BCN] to Manchester [MAN] at the scheduled departure time of 22:05. This flight was cancelled the day before flying and I have been seeking compensation under EC Regulation 261/2004 for this flight. The passengers in the party were ME and WIFE. Whilst I have received a partial reimbursement of the costs to which I am entitled, I am awaiting the full amount.

    As my flight was cancelled and there were no flights on this route in the following days. I needed to be rerouted. Unfortunately, Ryanair does not provide the facility for you to reroute manually through your site and request that you contact live chat to resolve it. Your live chat was down and remained down for the next hour, presumably due to the volume of traffic to your website after the mass cancellations. Knowing my rights under EU261, I therefore booked two more flights through you from Girona [GRO] to Liverpool [LPL] for the Wednesday 11th October 2017. I even let you know about this on Twitter and was responded to: [Link Removed]

    On 13th October 2017, I submitted an EU261 claim to you through your EU261 web form, where I requested reimbursement of expenses for the extra day's stay and for the cost of the REBOOKED flights. I hasten to add that at no stage did I request a refund for my ORIGINAL flights, neither when my original flights were cancelled nor when making an EU261 claim.

    On the 24th October 2017, I received a letter from you, notifying that I was to be refunded the cost of my ORIGINAL flights and would be sent a bank transfer for the expenses.

    Accordingly, I am still due further reimbursement as my rebooked flights booked at two daysí notice understandably cost more than my originals. The EU is explicitly clear that I am entitled to additional reimbursement of the price difference with my new ticket, should you decide to unilaterally reimburse my original ticket. Please see here on their website: [Link removed to Europa EU website]

    On the same day, 24th October 2017, I contacted your live chat to complain that my refund was handled incorrectly and to insist that I am entitled to the reimbursement of the REBOOKED flights under EU261. I was directed to your general complaints form at [Link Removed] My query was registered under No. 3966591.
    After not hearing anything for a few weeks, I chased the status of my claim through your live chat facility and was assured my complaint had now been expedited or something to that effect.

    On the 29th October 2017, I received an e-mail stating that
    I can see that your complaint has been already processed by our Head Office, therefore we consider this case closed on this channel. If your query has not been fully resolved or you wish to submit further documents supporting your claim, please click on the link below. In order to submit the documents to the relevant case please use the reference they have included (reference number in bold). You can also track the status of your claim via aforementioned link.

    Please click on the below link to submit this information:

    [Link Removed][2]
    I have no received no update so can only presume that my claim has been dismissed. The tracker does not recognise the number I was given. I contacted your live chat today and after explaining to them for an hour what had happened so far and why I was entitled to further reimbursement, my chat was abruptly ended after I politely requested that it was escalated.

    Iím therefore still seeking a further reimbursement for the difference in cost between the original and rebooked flight tickets, which Iíve not yet received from the airline. The original flights on booking ABC123 cost £39.99. The rebooked flights on booking XYZ789 cost Ä93.83 (£82.54) per person. The outstanding difference between the two flights therefore is £42.55 per person. The total outstanding reimbursement is therefore £85.10 for all passengers.

    I look forward to a full response to this letter within 14 days. If I do not receive a satisfactory response I intend to pursue my complaint further, which could mean taking it to court.


    I have since yesterday, on 6th December 2017, received a letter from Ryanair sticking by their original ruling.

    I am certain that I am in the right and that they should be refunding the cost of my rebooked flights and not my original booking, especially when I at no stage requested a refund for my original flights. This is part of their duty of care and this is regardless of exceptional circumstances and my ineligibility for compensation as such. Am I correct?

    What would be the best next steps?
    • JPears
    • By JPears 7th Dec 17, 1:05 PM
    • 3,334 Posts
    • 925 Thanks
    JPears
    Under the regualtion, you have the right to re-routing at a time convenient to you. Clearly a 3 day delay is unacceptable.
    Have you quoted the relevant part of regulation 261/2004 in any correspondence (Articles 5, 8 and 9)?
    It may be time to send your final demand (an NBA) and possibly with the completed ESCP papers (unsigned) showing your readyness to take legal action if no reimbursement is made within 14 days.
    You are not due any compensation under reg 261/2004
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • TMDaines
    • By TMDaines 7th Dec 17, 5:55 PM
    • 4 Posts
    • 0 Thanks
    TMDaines
    Under the regualtion, you have the right to re-routing at a time convenient to you. Clearly a 3 day delay is unacceptable.
    Have you quoted the relevant part of regulation 261/2004 in any correspondence (Articles 5, 8 and 9)?
    It may be time to send your final demand (an NBA) and possibly with the completed ESCP papers (unsigned) showing your readyness to take legal action if no reimbursement is made within 14 days.
    You are not due any compensation under reg 261/2004
    Originally posted by JPears
    Thanks, so it is as I thought.

    I quoted a user-friendly version of the legislation in my letter with a screenshot of the Europa EU website. Iíll quote the article directly in my NBA.

    Is there anything to demonstrate that it is perfectly acceptable to reroute myself under comparable conditions and then seek reimbursement for those costs, especially should the airline not have been contactable and unable to assist me?
    • GemmaMcShane
    • By GemmaMcShane 7th Dec 17, 7:56 PM
    • 1 Posts
    • 0 Thanks
    GemmaMcShane
    3 months later
    My partner and I were flying home from Milan on 8th September, when we were ready to board and were told the flight had been cancelled. We ended up having to stay 2 extra days in Milan, and RyanAir were beyond useless at helping. We did not receive a thing from them - water etc. I submitted an EU261 Compensation & Expense claim and also a Disruption claim form a few days after we arrived home.

    I have yet to receive any feedback from Ryanair. we had to pay +£250 for expenses for the additional two days, not to mention not getting home on time to return to work.

    I understand RyanAir have sorted a lot of their winter flight cancellations & therefore I'm extremely disappointed and annoyed that I have yet to receive a reply.

    Has anyone any advice?

    Thanks
    • Tyzap
    • By Tyzap 7th Dec 17, 8:46 PM
    • 1,173 Posts
    • 562 Thanks
    Tyzap
    My partner and I were flying home from Milan on 8th September, when we were ready to board and were told the flight had been cancelled. We ended up having to stay 2 extra days in Milan, and RyanAir were beyond useless at helping. We did not receive a thing from them - water etc. I submitted an EU261 Compensation & Expense claim and also a Disruption claim form a few days after we arrived home.

    I have yet to receive any feedback from Ryanair. we had to pay +£250 for expenses for the additional two days, not to mention not getting home on time to return to work.

    I understand RyanAir have sorted a lot of their winter flight cancellations & therefore I'm extremely disappointed and annoyed that I have yet to receive a reply.

    Has anyone any advice?

    Thanks
    Originally posted by GemmaMcShane
    Hi Gemma,

    It's not unusual for Ryanair I'm afraid.

    Have a read back through this thread, and some of the similar instances.

    You can use Aviationadr, who are able to adjudicate on your claim...

    https://www.aviationadr.org.uk

    or

    Go to post 569 on the Ryanair thread to read Dr Watsons excellent guide on how to sue them safely.

    Good luck, and please keep us updated on your progress.
    Please read Vaubans superb guide.
    • TMDaines
    • By TMDaines 8th Dec 17, 3:39 PM
    • 4 Posts
    • 0 Thanks
    TMDaines
    Under the regualtion, you have the right to re-routing at a time convenient to you. Clearly a 3 day delay is unacceptable.
    Have you quoted the relevant part of regulation 261/2004 in any correspondence (Articles 5, 8 and 9)?
    It may be time to send your final demand (an NBA) and possibly with the completed ESCP papers (unsigned) showing your readyness to take legal action if no reimbursement is made within 14 days.
    You are not due any compensation under reg 261/2004
    Originally posted by JPears
    How does this look for an NBA?

    Dear Sir or Madam,

    Re: Reimbursement claim for rerouting under comparable transport conditions after cancelled flight – NOTICE BEFORE ACTION
    Booking reference: ABC123

    Further to my letter on 30th November 2017, I have not received a satisfactory response to my claim for full reimbursement of rerouting costs after the cancellation of flight FR7545 on 10th October 2017. I am seeking reimbursement for rerouting under EC Regulation 261/2004 for this cancelled flight in line with Articles 5, 8 and 9 included at the end of this letter. These articles are explicit in outlining the passenger’s entitlement to the choice of re-routing, under comparable transport conditions, to their final destination at the earliest opportunity. At no stage have I elected for reimbursement of my original ticket, which has been unilaterally foisted upon me, and as you were unable to assist me at the time of the cancellation of FR7545, I was left with no alternative to make rerouting arrangements under comparable conditions manually, which was still with your airline.

    I’m therefore still seeking a further reimbursement for the difference in cost between the original and rebooked flight tickets, which I’ve not yet received from the airline. The original flights on booking ABC123 cost £39.99. The rebooked flights on booking XYZ789 cost €93.83 (£82.54) per person. The outstanding difference between the two flights therefore is £42.55 per person. The total outstanding reimbursement is therefore £85.10 for all passengers.

    Should you neither settle my claim in full nor provide a full and satisfactory defence to my claim within 14 days of the date of this letter, I reserve the right to issue legal proceedings through the European Small Claims Procedure (ESCP) without giving you further notice in writing.

    Yours faithfully,






    Thomas Daines



    Relevant extract of EC Regulation 261/2004:

    Article 5

    Cancellation

    1. In case of cancellation of a flight, the passengers concerned shall:

    (a) be offered assistance by the operating air carrier in accordance with Article 8; and

    (b) be offered assistance by the operating air carrier in accordance with Article 9(1)(a) and 9(2), as well as, in event of re-routing when the reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, the assistance specified in Article 9(1)(b) and 9(1)(c); and

    (c) have the right to compensation by the operating air carrier in accordance with Article 7, unless:

    (i) they are informed of the cancellation at least two weeks before the scheduled time of departure; or

    (ii) they are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing them to depart no more than two hours before the scheduled time of departure and to reach their final destination less than four hours after the scheduled time of arrival; or

    (iii) they are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing them to depart no more than one hour before the scheduled time of departure and to reach their final destination less than two hours after the scheduled time of arrival.

    2. When passengers are informed of the cancellation, an explanation shall be given concerning possible alternative transport.

    3. An operating air carrier shall not be obliged to pay compensation in accordance with Article 7, if it can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.

    4. The burden of proof concerning the questions as to whether and when the passenger has been informed of the cancellation of the flight shall rest with the operating air carrier.


    Article 8

    Right to reimbursement or re-routing

    1. Where reference is made to this Article, passengers shall be offered the choice between:

    (a) - reimbursement within seven days, by the means provided for in Article 7(3), of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant,

    - a return flight to the first point of departure, at the earliest opportunity;

    (b) re-routing, under comparable transport conditions, to their final destination at the earliest opportunity; or

    (c) re-routing, under comparable transport conditions, to their final destination at a later date at the passenger's convenience, subject to availability of seats.

    2. Paragraph 1(a) shall also apply to passengers whose flights form part of a package, except for the right to reimbursement where such right arises under Directive 90/314/EEC.

    3. When, in the case where a town, city or region is served by several airports, an operating air carrier offers a passenger a flight to an airport alternative to that for which the booking was made, the operating air carrier shall bear the cost of transferring the passenger from that alternative airport either to that for which the booking was made, or to another close-by destination agreed with the passenger.

    Article 9

    Right to care

    1. Where reference is made to this Article, passengers shall be offered free of charge:

    (a) meals and refreshments in a reasonable relation to the waiting time;

    (b) hotel accommodation in cases

    - where a stay of one or more nights becomes necessary, or

    - where a stay additional to that intended by the passenger becomes necessary;

    (c) transport between the airport and place of accommodation (hotel or other).

    2. In addition, passengers shall be offered free of charge two telephone calls, telex or fax messages, or e-mails.

    3. In applying this Article, the operating air carrier shall pay particular attention to the needs of persons with reduced mobility and any persons accompanying them, as well as to the needs of unaccompanied children.
    • Tyzap
    • By Tyzap 8th Dec 17, 4:10 PM
    • 1,173 Posts
    • 562 Thanks
    Tyzap
    Hi Thomas,

    You may also want to include this letter from, the CAA to Ryanair, with your NBA. It may just help to remind them of their responsibilities and that the CAA are still watching them.

    http://caa.co.uk/uploadedFiles/CAA/Content/News/News_files/2017/Julisz%20Komorek%20Ryanair%20270917.pdf

    A letter of complaint to the CAA, to show them that RA are still not complying with the regulations may also assist your case.

    Good luck.
    Please read Vaubans superb guide.
    • david_now
    • By david_now 10th Dec 17, 5:45 PM
    • 3 Posts
    • 0 Thanks
    david_now
    RYANAIR cancelled flight - Refund due ?
    Hi,

    I booked a cheap return flight with Ryanair from Newcastle to Majorca in October this year.

    The flight out 4/10/2017 was fine.

    The return flight FR2346 at 07:45 ( due Newcastle 09:35) on 10/10/2017 was cancelled.

    I received a text with their sincere apologies at 14:11 on 9/10/2017.

    I was directed to their website to rebook, but the web chat as well as the UK and Spanish helpline numbers were not accepting calls due to 'high call volumes'.

    At 15:00 I then booked another flight on ryanair to Edinburgh , FR6657 12:10 on 10/10/2017. I paid
    EUR 81.99 for the flight.


    At 15:30 , ryanair sent me an email saying i could use their website to change my cancelled flight for free, but I had already booked and paid for a new flight.

    The Edinburgh flight was then delayed but I eventually arrived in Edinburgh at 16:35 ( due 14:15) on 10/10/2017.

    I took the bus to Edinburgh , train to Newcastle, arriving at 19:40.

    Two questions -

    Am I entitled to reimbursement of costs , i.e.
    - taxi to airport ( my original transfer was no longer valid )
    - cost of Edinburgh flight
    - Bus / Train fares to Newcastle


    Life is short , even if i am due the reimbursement , am I likely to receive it from Ryanair , or should I settle for their sincere apology ?

    Thanks.
    • legal magpie
    • By legal magpie 10th Dec 17, 6:19 PM
    • 767 Posts
    • 360 Thanks
    legal magpie
    Yes, you should pursue your claim. Given the short notice of the cancellation and RAís incapability to arrange an alternative, you were entitled to use your own initiative to get home. You should claim compensation for the delay plus your additional expenses.
    • TMDaines
    • By TMDaines 11th Dec 17, 10:18 AM
    • 4 Posts
    • 0 Thanks
    TMDaines
    Hi,

    I booked a cheap return flight with Ryanair from Newcastle to Majorca in October this year.

    The flight out 4/10/2017 was fine.

    The return flight FR2346 at 07:45 ( due Newcastle 09:35) on 10/10/2017 was cancelled.

    I received a text with their sincere apologies at 14:11 on 9/10/2017.

    I was directed to their website to rebook, but the web chat as well as the UK and Spanish helpline numbers were not accepting calls due to 'high call volumes'.

    At 15:00 I then booked another flight on ryanair to Edinburgh , FR6657 12:10 on 10/10/2017. I paid
    EUR 81.99 for the flight.


    At 15:30 , ryanair sent me an email saying i could use their website to change my cancelled flight for free, but I had already booked and paid for a new flight.

    The Edinburgh flight was then delayed but I eventually arrived in Edinburgh at 16:35 ( due 14:15) on 10/10/2017.

    I took the bus to Edinburgh , train to Newcastle, arriving at 19:40.

    Two questions -

    Am I entitled to reimbursement of costs , i.e.
    - taxi to airport ( my original transfer was no longer valid )
    - cost of Edinburgh flight
    - Bus / Train fares to Newcastle


    Life is short , even if i am due the reimbursement , am I likely to receive it from Ryanair , or should I settle for their sincere apology ?

    Thanks.
    Originally posted by david_now
    Hi David,

    If you read my rather lengthy posts, you will find that I am in exactly the same boat as you due to the same batch of cancellations on the same day due to the French air traffic control strike.

    I had exactly the same problem as you as being unable to rebook flights with Ryanair's assistance due to their web chat and helpline being unavailable, so I too booked another flight through them manually.

    I had no trouble with getting Ryanair to pay my expenses for an extra night's accommodation and meals, and for travel from Barcelona to Girona and then Liverpool to my home. They however refunded the cost of my original flights, instead of reimbursing the cost of my more expensive rebooked flights and they are refusing to comply, even though they should.

    Like me, you won't be eligible for the additional, lucrative compensation, as the cancellation was due to a general strike, which counts as exceptional circumstances.
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