Ryanair refund thread

Browntoa

3rd time they've asked the same question and never gone back at the previous replies , 22/4/2020 , 23/4/2020 and today .

Don't hold your breath for a reply

Working_in_pyjamas

ddaddy said:

i bought on my Halifax Clarity MasterCard and they are refusing to process a section 75 claim as they say “RyanAir’s refund policy states they are not obliged to issue refunds when a flight is cancelled due to exceptional circumstances”

I’m wondering, has their refund policy always said this or was it recently changed?

I also paid with an Halifax Clarity card and was hoping to use Section 75 as a 'last resort'. I just checked my email booking confirmation/itinerary, booked in January 2020, and it has a link to General T&C's yet when you click this link it takes you to T&C's with effect from 22nd April 2020.

Edit: Have you asked Halifax to provide that clause from the T&C they are relying on?

Lissagriffin

ddaddy said:

NHR1001 said:

Has anyone tried the issue of proceedings in European Small Claims

I’ll certainly be up for this If there’s anyone with some legal advice?

i bought on my Halifax Clarity MasterCard and they are refusing to process a section 75 claim as they say “RyanAir’s refund policy states they are not obliged to issue refunds when a flight is cancelled due to exceptional circumstances”

I’m wondering, has their refund policy always said this or was it recently changed?

My reading of the terms and conditions of carriage is that the 'exceptional circumstances' get-out applies only to compensation in case of cancelled flights, i.e compensation, for example, for having a flight cancelled at short notice and having to make other plans. The obligation to refund fares for services not provided is separate from and additional to this and is contained in the following in the published terms and conditions of carriage (my emphasis added):

"If you are denied boarding (whether voluntarily or involuntarily) or your flight is cancelled, you are additionally entitled to choose between:a) reimbursement pursuant to Article 8(1) of the Regulation within seven days, by means provided for in Article 7(3), of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger’s original travel plan..."

That seems clear enough to me. As in any case there is no obligation on Ryanair to pay additional compensation if the flight is cancelled more than two weeks before travel (this will be the case for most people I expect), the 'exceptional circumstances' get-out is irrelevant and is surely only being introduced to add further confusion.

Retireby40

So we all know at the moment Ryanair are not refunding in cash refunds.

They are still trying to pass of vouchers.

Everyday people are writing their stories of trying to get a refund and it's the exact same story time and time again. No replies or cash refunds " approved " only to be sent vouchers.

This shouldn't be a thread for people just to rant. It should provide updates and developments on how Ryanair are dealing with the refund process.

If the current process is vouchers can we not update this when things move on to cash refunds so people can be updated on a positive development?

TheWozzer

Maybe I have been extremely fortunate but hopefully there is a bit of light for some.

I joined the Chat-Bot and after about 30 minutes was connected to an agent.

I started off by saying "Is it possible that I can request a cash refund to my booking rather than a voucher?"
The initial response was:"Of course it is"
"The voucher was sent out as a good will gesture from Ryanair to assure you that the money is yours and in your hands as another option. You are more than welcome to a full cash refund, but until comes this is in your hands as another option for you to utilize."

"I can apply for the refund, which I am doing right now "

I asked if I would receive any acknowledgement to my request...to which the agent replied:

"It's done. I have requested it from our finance department. Please wait for their confirmation email from our finance department. This email will be send very soon and it will acknowledge that you have refused to accept the voucher and instead you have requested a full cash refund to be processed."

Naturally who knows whether I will actually receive the confirmation email from their finance department - but at least I have got something in writing.

Good luck !

MLOCumbria

I am having the same problems as others here with Ryanair changing a request for a refund into a voucher then, giving a circular link that is making it impossible to refuse the voucher and get the refund instead. Additionally however when I go to "My Ryanair" and look up my bookings history the most recent booking, which they have cancelled, does not appear anywhere. The flight ref they gave me with the booking is shown in my email offering the voucher but does not find any information in my account. Anyone else found this and is it something we should be concerned about.

MLOCumbria

Having tried the Ryanair BOT many many times I tried using the question as suggested by The Wozzer. Seems they have closed that avenue as well as I got this response "Give the gift of travel and purchase a Ryanair gift voucher directly on our website. Choose a theme, an amount, and include a special message! If you don't use all of your gift voucher balance at one time, you can use your voucher code for future transactions" Will keep trying and hoping some can advise further. Thanks to Wozzer for sharing

Life__Goes__On

"

ddaddy said:

i bought on my Halifax Clarity MasterCard and they are refusing to process a section 75 claim as they say “RyanAir’s refund policy states they are not obliged to issue refunds when a flight is cancelled due to exceptional circumstances”

I’m wondering, has their refund policy always said this or was it recently changed?

The T&Cs  won't stand up.
Contact  Halifax  and say you disagree with their decision.  and ask for a "Letter of Deadlock"  that you will pass to the Ombudsman

bagand96

MLOCumbria said:

I am having the same problems as others here with Ryanair changing a request for a refund into a voucher then, giving a circular link that is making it impossible to refuse the voucher and get the refund instead. Additionally however when I go to "My Ryanair" and look up my bookings history the most recent booking, which they have cancelled, does not appear anywhere. The flight ref they gave me with the booking is shown in my email offering the voucher but does not find any information in my account. Anyone else found this and is it something we should be concerned about.

Once they've issued the voucher the booking is cancelled and the reservation won't show in MyRyanair, or online check in etc.

Anyone who wants to get themselves on the refund list ASAP, the quicket way still seems to be Facebook Messenger, takes a couple of minutes

CKhalvashi

prm1 said:

Further to: https://www.moneysavingexpert.com/news/2020/04/ryanair-customers-sent-vouchers-after-requesting-refunds/
I'm considering writing a letter to Ryanair and sending it by registered post including a copy of

• email 1 dated 09/04/20 from Ryanair acknowledging that my "refund request will be processed"

• email 2 dated 20/04/20 from Ryanair ... in which is the voucher we all seem to have received.  Which includes the link to proceed with a refund - which as we all know leads to nowhere.

My letter will categorically refuse to accept this voucher and demand a refund as required by European Regulation (EC) No. 261/2004.

Does anyone ( with legal experience) have any opinions as to whether this will force Ryanair to stop flouting the law because they will have been informed, in writing, that the voucher has been expressly refused?

Legally, Ryanair have to refund within 7 days of a cancellation, they have chosen not to do so.

Honestly, the best way to resolve this is to go through the Small Claims procedure (the terms and conditions allow this to be done in the UK), which will cost them a minimum of £25 as they are in default of their financial obligations.

They're blaming the Irish government for these issues, however I don't believe that any government will allow a company not to have staff available to meet its legal obligations. There seems to be a specific exemption for administration in Irish law.

They're relying on goodwill, which understandably after their own antics is lacking right now for many people.