Claiming airfare refund

happytet

Hi
I haven't been able to find an answer to this question on the internet, so thought I would ask here.
The problem is this, my son booked a holiday through 'on the beach'. He is due to fly on the 27th November, returning 4th December. On the 3rd August he received a time change to his flight with Ryanair. They wanted to bring him back a day early on the 3rd December.

Initially 'on the beach' offered to cancel the flight and try and find a more appropriate flight, but stated he had to pay the difference.

Unfortunately my son has learning difficulties and when he found a flight with EasyJet he telephoned them and he says he was gicen conflicting advice. Because of the confusion he decided to book his flight directly with EasyJet as 'on the beach' said it would not cost any more! When he had done so he explained in an email and the booking was amended.

On the 16th October he was offered a refund by 'on the beach' of £71.24 being half the cost of his flight.

On 17th October they emailed Simon advising him to contact Ryanair direct giving the reference number and to use an email ending in @hyssrame.com requesting a refund

Sorry this is long winded, but my question is if Ryanair alter the flights so drastically, wasn't Simon entitled to a full refund and secondly isn't it the responsibility of 'on the beach' to ensure that he has a flight to match his hotel dates.

Any information you could give me would be really helpful. I have emailed 'on the beach' asking the same question, but would be grateful if I could clarify Simon's entitlement.

richardw

Please anonymise your post.

Caz3121

happytet wrote: »

Sorry this is long winded, but my question is if Ryanair alter the flights so drastically, wasn't Simon entitled to a full refund and secondly isn't it the responsibility of 'on the beach' to ensure that he has a flight to match his hotel dates.

Airline schedules can change
OTB do not sell packages they sell flights and they sell hotels so flights to match accommodation does not really apply
Ryanair do not like agents selling their flights so OTB would have used the passengers details, logged into the Ryanair website and booked as if they were the passenger, Ryanair are probably oblivious to the fact that it was not the passenger booking
When you say he got half the flight cost back, can you confirm what the cost of the outbound and the return flights were Ryanair sell their flights as singles so should have received a refund of the return flight that had changed and did not suit (I assume he is still using the outbound flight as it was not affected)

happytet

What does anonymise your post mean please?

In reply to the question. I wasn't aware that OTB bought the tickets from Ryanair, but isn't the contract with OTB. Secondly he hasn't had any money refunded which was why he was chasing. He didn't keep the original outbound flight as it was from East Midlands and the only flight he could get to return on the Sunday was from Gatwick. This is why he went to EasyJet.

From what you have said am I right in supposing that the way forward is to claim as they suggested direct with Ryanair. Why did they suggest the strange email address? Or is he supposed to use his email address?

Many thanks for your reply even if I am misunderstanding. It's very difficult when your son has learning difficulties, but likes to do things for himself!!!

happytet

Forgot to say don't know how much the original flight was as he shredded the original information and has only kept latest!!

PeacefulWaters

Anonymise means remove real names.

My understanding is that Ryanair only sell single tickets. Yes, you can buy two single tickets in one booking but any refund will only be due on the amended flight.

Cancelling the outbound flight won't generate a refund.

Happy for others to correct me on that.

Caz3121

happytet wrote: »

From what you have said am I right in supposing that the way forward is to claim as they suggested direct with Ryanair. Why did they suggest the strange email address? Or is he supposed to use his email address?

They gave the strange email address to use as that will be the one that they will have created for him and Ryanair will think that it is his email address - they will not find any bookings under his real email address

He needs to contact Ryanair, advise that the schedule change is not acceptable and he wishes to cancel for refund. They may refund both flight they may only refund the affected flight

Don't bother with OTB (have a read of the reviews of them!) deal direct with Ryanair

happytet

Thank you all so much, having never personally used OTB I was unaware how they worked. I will now log in to Ryanair and explain the problem, but will also advise my son to maybe book his holiday a different way.

Thank you so much, I knew someone would explain it all to me. Will also keep it anonymous in future.