Flight delay and cancellation compensation, Ryanair ONLY

anto19

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

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

Vauban wrote: »

FunTraveller: Correct: no claim under the Regulation.

Caz3121 wrote: »

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

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

anto19 wrote: »

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!

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

So, after a few years waiting, RA finally decided to send a check of 250euros!!! :j
file closed!!!:beer:
thanks everyone for your help :T

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

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

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?

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

Simmo71 wrote: »

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

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...