Ryanair not only refusing a refund but failing to even issue a voucher and refusing to look into it.

neilshopkins1945

The following is an email summarising my daughter's problems with Ryanair in trying to obtain a voucher for a cancelled flight. She has tried the phone but can't get through, their customer services chat representatives are unhelpful,only working to a predesigned script. Isthere any way of getting them to sit up and take notice?

Dear Sir/Madam,

I have just had a most unhelpful chat with one of your representatives online. I am trying to investigate an issue with a voucher request that I submitted on 16th May.

The booking reference is K3R4PF and the flight was scheduled from Dubin to Paphos. 

I have requested a voucher only for this cancellation - not a cash refund. Your website clearly states: 'Vouchers are processed automatically so these give you an immediate alternative to a cash refund.' I have been waiting almost 2 months, which is obviously not 'immediately.'

I have had other flights cancelled in June and July, submitted the relevant voucher requests for these flights and successfully received these vouchers. As far as I can tell the process is quick and simple. This is what has led me to believe that there is an issue with my request relating to the above booking.

Your representative told me that my request was in a queue. Now, my understanding of a queue is that when you make a request it goes on to the back of the queue and when it reaches the front it is processed. If my request was in a queue then it would have been processed by now - ahead of the requests that I made later, that must have been behind that request in the queue.

I asked your representative repeatedly if the voucher requests were processed in the order that they were received and she refused to answer me. Instead she stated over and over again that I was in a queue and I would get my voucher. 

There are two differences between this unsuccessful refund request and the successful ones. The first is that I made this original booking using a Ryanair voucher. All of the others I made using a debit card. Is there an issue with you giving me a voucher for a cancelled flight when I originally paid with a voucher? I would like an answer to this please. I did check to see if the value was put back on to my original voucher but it was not. The voucher I paid with was: 235777653403200001

The second is that this flight appears in the 'Past Trips' section of my Ryanair account, as if I actually went on the flight. None of the other cancelled flights appear here. It is only a list of actual flights that I have taken, that were not cancelled, and then this one cancelled flight to Paphos. I attach a screenshot. Is it possible that this flight was not marked as cancelled correctly in your system?

I would like to receive my voucher please in respect to this cancelled flight within the next 10 days. The statement ''Vouchers are processed automatically so these give you an immediate alternative to a cash refund.' suggests that something has gone wrong with your automatic system. I would like a human to intervene and issue this voucher. I repeat my earlier statement that 2 months is not immediate, and also that my other, subsequent,  requests were processed very quickly. I have not requested a cash refund specifically in order to obtain the voucher quickly to enable me to book another flight, thereby giving you more of my custom. Please sort this out ASAP. 

Claire Hopkins

[Deleted User]

It would be worth resending it, but cutting out all the editorial and waffle.

You're aiming to get a resolution, not to have it it binned and out further back.

sheramber

 The customer service people are probably working from home and have limited access to processes.
They also can only tell you what they have ben told.
The refund queues may be different for each flight so vouchers will be processed at a different time.
A simple request for an answer to why the voucher still has  not been processed would be more appropriate that a long story which will probably  be put to t bottom of the pile. 
 

greyteam1959

Ridiculous rambling email no wonder you are not getting any response.