Ryanair refund thread

missile

Dear Customer,

I refer to our recent correspondence regarding your refund request on booking XXXXX

As previously advised, our Customer Services Team are experiencing an unprecedented high volume of requests due to the COVID-19 crisis and we are prioritising our most vulnerable customers. This has been compounded by government public health restrictions on non-essential work travel which means we have less staff available to us during this busy time. Please rest assured your refund request is currently in the queue and will be processed. If you have selected new travel dates and would prefer to move your booking, please contact us

We appreciate your patience at this time.

Yours sincerely,
Ryanair Customer Services

This is the e mail I received >

bagand96

CKhalvashi said:

Ryanair have not carried out services that have been paid for and are refusing to refund. I've sent Ryanair one more message on their web form inviting them to process a cash refund for 2 (so far) cancelled bookings within the next 7 days. If they refuse to do so or don't reply, I will be looking to team up with others to start the process of having them declared insolvent. In the current situation it is likely a case of nothing being able to be done straight away, however the plan is that it will focus their mind on resolving their dirty tactics.

One thing is obvious, and that is that Ryanair have no ability to pay their debts as they fall due and are therefore insolvent, as I cannot see a reason for them to try to delay if they could. 'Oh, I can't pay you now, I'll pay you whenever' is pub jargon for 'I don't have the money, go away'. I've had enough problems in the last month personally that I'm not willing to let this issue lie.

Ryanair are not refusing to refund.  They are issuing vouchers, but quite clearly stating that you can have a cash refund if you do not want a voucher.

What they are saying is that there will be a delay to cash refunds as they cannot process them at this time.  They're not putting any timescale on when cash refunds will happen - this is where they are on dodgy ground - yes.

Law requires that a flight is refunded within 7 days, or a package holiday within 14.  Hardly any travel companies are meeting these deadlines at the moment. Have a look round this forum, BA, Virgin, Jet2, TUI, easyJet.  All are saying there's significant delays on cash refunds.  People with package holidays are being forced into a voucher for, which might not convert to cash for 12 months - and it looks like the UK Government might well back this.

I'm not defending Ryanair as such, just putting some context behind it.  The laws are the law - although they were never written envisioning a total shut down of international air travel.  Whether people choose to believe it or not - the airlines have an astronomic amount of refunds to process, all at a time where they have minimal staff to do it. (Airline staff have as much right to social distancing as the rest of us so most call centres are at reduced manning or closed altogether)

As I said, the dodgy ground Ryanair are on here is putting no timescale on the delay to a cash refund.  You can take them to court over it if you wish, but that will probably take longer than your refund.

The supposition that Ryanair can't afford to pay their refunds is complete nonsense though!

craigroberts76

bagand96 said:

CKhalvashi said:

Ryanair have not carried out services that have been paid for and are refusing to refund. I've sent Ryanair one more message on their web form inviting them to process a cash refund for 2 (so far) cancelled bookings within the next 7 days. If they refuse to do so or don't reply, I will be looking to team up with others to start the process of having them declared insolvent. In the current situation it is likely a case of nothing being able to be done straight away, however the plan is that it will focus their mind on resolving their dirty tactics.

One thing is obvious, and that is that Ryanair have no ability to pay their debts as they fall due and are therefore insolvent, as I cannot see a reason for them to try to delay if they could. 'Oh, I can't pay you now, I'll pay you whenever' is pub jargon for 'I don't have the money, go away'. I've had enough problems in the last month personally that I'm not willing to let this issue lie.

Ryanair are not refusing to refund.  They are issuing vouchers, but quite clearly stating that you can have a cash refund if you do not want a voucher.

What they are saying is that there will be a delay to cash refunds as they cannot process them at this time.  They're not putting any timescale on when cash refunds will happen - this is where they are on dodgy ground - yes.

Law requires that a flight is refunded within 7 days, or a package holiday within 14.  Hardly any travel companies are meeting these deadlines at the moment. Have a look round this forum, BA, Virgin, Jet2, TUI, easyJet.  All are saying there's significant delays on cash refunds.  People with package holidays are being forced into a voucher for, which might not convert to cash for 12 months - and it looks like the UK Government might well back this.

I'm not defending Ryanair as such, just putting some context behind it.  The laws are the law - although they were never written envisioning a total shut down of international air travel.  Whether people choose to believe it or not - the airlines have an astronomic amount of refunds to process, all at a time where they have minimal staff to do it.

As I said, the dodgy ground Ryanair are on here is putting no timescale on the delay to a cash refund.  You can take them to court over it if you wish, but that will probably take longer than your refund.

The supposition that Ryanair can't afford to pay their refunds is complete nonsense though!

But they offered cash back on the 20th march, now reversed it

northwest1965

soolin said:

It's probably not helpful, but on other forums people are suggesting that complaints are put in about Ryanair here : Report a business behaving unfairly during the Coronavirus (COVID-19) outbreak
https://www.coronavirus-business-complaint.service.gov.uk/?fbclid=IwAR1Zz5erHHf2JH67PspcZuNWwtcy7R6cF0N1HGVa5JYyKlXSmh14ITiUMcQ

Frankly it is probably not worth the bother, but just in case anyone is cross enough !

Have done and it takes a minute, that's all. Everyone do it!

We are all getting the same email so no need to keep posting.

EasyJet have been paying out from what I am seeing on Twitter and forums

soolin

bagand96 said:

CKhalvashi said:

Ryanair have not carried out services that have been paid for and are refusing to refund. I've sent Ryanair one more message on their web form inviting them to process a cash refund for 2 (so far) cancelled bookings within the next 7 days. If they refuse to do so or don't reply, I will be looking to team up with others to start the process of having them declared insolvent. In the current situation it is likely a case of nothing being able to be done straight away, however the plan is that it will focus their mind on resolving their dirty tactics.

One thing is obvious, and that is that Ryanair have no ability to pay their debts as they fall due and are therefore insolvent, as I cannot see a reason for them to try to delay if they could. 'Oh, I can't pay you now, I'll pay you whenever' is pub jargon for 'I don't have the money, go away'. I've had enough problems in the last month personally that I'm not willing to let this issue lie.

Ryanair are not refusing to refund.  They are issuing vouchers, but quite clearly stating that you can have a cash refund if you do not want a voucher.

What they are saying is that there will be a delay to cash refunds as they cannot process them at this time.  They're not putting any timescale on when cash refunds will happen - this is where they are on dodgy ground - yes.

Law requires that a flight is refunded within 7 days, or a package holiday within 14.  Hardly any travel companies are meeting these deadlines at the moment. Have a look round this forum, BA, Virgin, Jet2, TUI, easyJet.  All are saying there's significant delays on cash refunds.  People with package holidays are being forced into a voucher for, which might not convert to cash for 12 months - and it looks like the UK Government might well back this.

I'm not defending Ryanair as such, just putting some context behind it.  The laws are the law - although they were never written envisioning a total shut down of international air travel.  Whether people choose to believe it or not - the airlines have an astronomic amount of refunds to process, all at a time where they have minimal staff to do it. (Airline staff have as much right to social distancing as the rest of us so most call centres are at reduced manning or closed altogether)

As I said, the dodgy ground Ryanair are on here is putting no timescale on the delay to a cash refund.  You can take them to court over it if you wish, but that will probably take longer than your refund.

The supposition that Ryanair can't afford to pay their refunds is complete nonsense though!

As per the previous response, I have email confirmation for 2 lots of cancelled return flights confirming a refund, I've even had further emails confirming that my refund was on the way and not to worry. Then today I get a voucher. Yes it has a link where I can request a cash refund, but I've been in the queue for a rep now for 92 minutes and I think others on this thread have been waiting even longer.

CKhalvashi

bagand96 said:

CKhalvashi said:

Ryanair have not carried out services that have been paid for and are refusing to refund. I've sent Ryanair one more message on their web form inviting them to process a cash refund for 2 (so far) cancelled bookings within the next 7 days. If they refuse to do so or don't reply, I will be looking to team up with others to start the process of having them declared insolvent. In the current situation it is likely a case of nothing being able to be done straight away, however the plan is that it will focus their mind on resolving their dirty tactics.

One thing is obvious, and that is that Ryanair have no ability to pay their debts as they fall due and are therefore insolvent, as I cannot see a reason for them to try to delay if they could. 'Oh, I can't pay you now, I'll pay you whenever' is pub jargon for 'I don't have the money, go away'. I've had enough problems in the last month personally that I'm not willing to let this issue lie.

Ryanair are not refusing to refund.  They are issuing vouchers, but quite clearly stating that you can have a cash refund if you do not want a voucher.

What they are saying is that there will be a delay to cash refunds as they cannot process them at this time.  They're not putting any timescale on when cash refunds will happen - this is where they are on dodgy ground - yes.

Law requires that a flight is refunded within 7 days, or a package holiday within 14.  Hardly any travel companies are meeting these deadlines at the moment. Have a look round this forum, BA, Virgin, Jet2, TUI, easyJet.  All are saying there's significant delays on cash refunds.  People with package holidays are being forced into a voucher for, which might not convert to cash for 12 months - and it looks like the UK Government might well back this.

I'm not defending Ryanair as such, just putting some context behind it.  The laws are the law - although they were never written envisioning a total shut down of international air travel.  Whether people choose to believe it or not - the airlines have an astronomic amount of refunds to process, all at a time where they have minimal staff to do it. (Airline staff have as much right to social distancing as the rest of us so most call centres are at reduced manning or closed altogether)

As I said, the dodgy ground Ryanair are on here is putting no timescale on the delay to a cash refund.  You can take them to court over it if you wish, but that will probably take longer than your refund.

The supposition that Ryanair can't afford to pay their refunds is complete nonsense though!

Ryanair's insolvency is not my problem.

If they don't want to keep to the legislation that they signed up to as an EU air carrier, they should not be in business and I will do everything I can in the interests of consumers to ensure this is the case.

They offered a cash refund, they haven't honoured this. They shouldn't offer things they can't stick to.

I'm not willing to allow this to continue,

soolin

Is anyone else in the queue online for a CS rep, I just wondered if anyone has been connected yet this evening?

benjyevans

I got one response after 30 mins. The operative took a further 30 mins to check details. I confirmed that I wanted a refund. CS  then posted a long answer highlighting the positives of a voucher. When I confirmed I wanted a refund i was cut off. No explanation. I tried again and gave up after 90 mins wait. I'm convinced i have been recorded as wanting a refund so was ignored deliberately. They are offering refunds - at some unspecified date- but the making it impossible to get them. Any ideas how we pursue this?

rjhfandclf

soolin said:

Is anyone else in the queue online for a CS rep, I just wondered if anyone has been connected yet this evening?

... and I would still like to know what the reps (have been instructed to) say to anyone who has already had a refund application acknowledged and logged online, please. It might be useful to know down the line if they later say they haven't heard from you (despite the acknowledgement sent).

kwt

soolin said:

Is anyone else in the queue online for a CS rep, I just wondered if anyone has been connected yet this evening?

Was in queue from 11.35 this morning and no response