Ryanair Refund due to Serious Injury

sverma

In Feb 2017 I booked return Ryanair flights from Stansted to Barcelona and I was due to fly out on the 5th May 2017. However, in April I injured my knee and I required surgery to repair my torn meniscus (cartilage). I had the surgery on Sat 22nd April and the consultant signed me off work for ~6 weeks. He also wrote a letter stating that I should not fly for 2-4 weeks post op which meant that I would not be able to fly to Barcelona.
I contacted Ryanair via their website to claim a refund. From the drop down list I selected 'Death or serious illness of a customer booked to travel' as the reason for refund request and I attached the letter that my consultant wrote. However, Ryanair replied saying: 'We regret to advise that, our Terms and Conditions of Carriage (which you agreed at the time of booking) confirm that all Ryanair tickets are non-refundable...we regret that Ryanair cannot accede to your request for a refund in this case...As per article 10, we are a non-refundable airline, and all refunds are discretionary'.

I don't understand why they have the option to claim for a refund under circumstances of serious injuries if they keep stating they are a non-refundable airline?! Surely I had an extremely valid reason for a refund. They told me to contact my travel insurance company but as I don't have annual cover I did not have any insurance for this holiday at the time of my injury.

Has anyone else had similar experiences? Is there a way that I could still get a refund?

Hope to hear from people soon

richardw

Their opinion may be that your injury was not serious enough.

Oakdene

I guess its all down to what they see as a serious illness

sverma

Well it was serious enough to prevent me from flying, surely that's the critical point. I was wearing a leg brace, on crutches and could hardly bend my leg, so it physically wasn't possible for me to fly.

Rainbowgirl84

sverma wrote: »

Well it was serious enough to prevent me from flying, surely that's the critical point. I was wearing a leg brace, on crutches and could hardly bend my leg, so it physically wasn't possible for me to fly.

...then claim on your insurance...

Neil49

You should always take out travel insurance when you make the booking, not just before you are due to travel.

It doesn't cost any more to purchase it months in advance but it does mean that you are covered for circumstances that you now find you are in.

I know this doesn't help you now but it may encourage others to purchase it around the same time as booking the flight / holiday.

Oakdene

Ryanair wrote:

In the event of death or serious illness making it impossible for a customer to travel, the reservations of the affected customer and anyone travelling on the same booking reference may, at our discretion, be refunded.
If it is appropriate we can also offer to change flight dates and we will waive any restriction or fee once suitable documentary evidence is sent to us before of the date of travel.



I have a feeling they have thier own definaition of what is serious & the key word in the extract taken from their website is may

Oakdene

Rainbowgirl84 wrote: »

...then claim on your insurance...

OP cant as there was no insurance policy in place at the time of booking

sverma

Neil49 wrote: »

You should always take out travel insurance when you make the booking, not just before you are due to travel.

It doesn't cost any more to purchase it months in advance but it does mean that you are covered for circumstances that you now find you are in.

I know this doesn't help you now but it may encourage others to purchase it around the same time as booking the flight / holiday.

Lesson learnt, I now know that is what I should do from now on
I have booked a trip for the end of June and I have already booked travel insurance for that holiday.

PeacefulWaters

Oakdene wrote: »

OP cant as there was no insurance policy in place at the time of booking

Tough then, isn't it.

sverma

Oakdene wrote: »

I have a feeling they have thier own definaition of what is serious & the key word in the extract taken from their website is may

Yes I agree, 'may' and 'discretion' are their get out clauses. However, I still think it is a complete cop out as I really was unable to fly.