Flight delay and cancellation compensation, Ryanair ONLY

Moneysavermum

Just an update in case it helps anyone else who is going through the (painful) ADR process - after sending over my bank details via ADR on 28 Jan, I received the full amount owed into my account today. Pretty swift considering how long it took to get to this point!

Tyzap

Moneysavermum wrote: »

Just an update in case it helps anyone else who is going through the (painful) ADR process - after sending over my bank details via ADR on 28 Jan, I received the full amount owed into my account today. Pretty swift considering how long it took to get to this point!

Well done:T better late than never springs to mind.

You got there in the end tho:j

moneyursula

Ryanair damaged my new passport in January 2017 by sticking a baggage label on my main page covering all my details, this caused me huge problems when attempting to travel soon after. They eventually offered to pay for a new passport and all costs involved. However after attempting to recover these costs for almost 2 years I decided to take them to the small claims court but as Ryanair are in Ireland I had to claim via the European courts.

I’m pleased to post that I won my case and the money was paid into my bank yesterday.

fifeken

moneyursula wrote: »

However after attempting to recover these costs for almost 2 years I decided to take them to the small claims court but as Ryanair are in Ireland I had to claim via the European courts.

I’m pleased to post that I won my case and the money was paid into my bank yesterday.

Did you do this using the European Small Claims Procedure or some other method?

tkullman

Update:

Bott and co taken the case as they are confident of a result...

And now we wait the 4-6 decision!!?

TMDaines

TMDaines wrote: »

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 days’ 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.

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.

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?

So after reflecting on the fact that pursuing this through the courts would not be worth my time. I instead turned to AviationADR. After plodding along for several months, I noticed a payment from Ryanair last week! AviationADR sided with me, agreed that I was owed the difference in the cost of flights, and Ryanair have now paid up, The extra day in Barcelona was now well worth the initial inconvenience!

FrankieT85

Flight from Rome Ciampino to Edinburgh landed 4 and a half hours after the scheduled arrival time.

Flight was initially announced as delayed, but after half an hour or so, we were bussed to Flumicino and then flew from there.

Ryanair have rejected EU261 claim due to adverse weather conditions elsewhere having a knock on affect. I've submitted an appeal via the Italian CAA so fingers crossed.

Caz3121

good luck - you may want to note that EUClaim shows
An analysis of the data for this flight shows that an extraordinary circumstance was the cause of the delay.
Unfortunately you are not entitled to compensation

bignred05

anyone any idea how long ADR take to reach a conclusion, whilst it states they have 90 days (which is up on the 17.Mar) is this normal practice to take so long

Thanks

Justice13075

you have waited 75 days already another 15 is not too long. It normally takes that long.