Ryanair help

jav12

Hi everyone I'm hoping someone can help me!
I booked a holiday through Loveholidays for June 2020, however this was cancelled due to Covid. Loveholidays refunded the hotel, however advised we needed to go directly to Ryanair for a flight refund. Ryanair sent a link advising we had two choices, claim a voucher or change the flights. I changed the flights to Sept, however the next day realised that i should have requested a refund instead, therefore spoke on Livechat to Ryanair who confirmed that they would cancel this change and process a refund (this was in May). Since then, i was told repeatedly my refund was being processed, up until 13th July (the date Ryanair confirmed my refund would be processed by) when they decided to tell me that i wasn't eligible for a refund and to submit a complaint for them to review. Having done this, i have today received a generic complaint response, completely unspecific to my case and I'm now at a loss as to where i go from here or if i have any other options. I complained to CAA, however they cannot help with Ryanair providing misinformation. 

Any help would be greatly appreciated! 

Caz3121

Did the flight operate? 

jav12

Caz3121 said:

Did the flight operate? 

The original flight was cancelled, the one we changed it to is due to fly on 5th Sept and is currently not cancelled

[Deleted User]

In that case, I think you will have to wait until nearer the time to see if your flight is cancelled.    IF you rebooked flights then that is it as far as Ryanair are concerned and as your flight date hasn't yet arrived, there is no reason to refund you at moment (in their eyes).   

I understand this doesn't tie in with what you were told on the phone and I can't imagine why you would have been guaranteed a refund after you had rebooked flights.   Incompetent staff?   

IF you originally booked a package holiday with LH, they should actually be the ones to refund you the whole lot BUT I know there is so much confusion there regarding packages and linked arrangement holidays.     Once you rebooked flights it is even more confusing and complicated.   Now you have flights booked and paid for and hotel refunded.   

My advice would be to sit and wait to see if the flights are going in September and then book into a hotel at last minute independently.   Not what it should be I know but probably the less stressful.   LH don't actually hold any of your money any more and you don't want to rely on them to rebook you a hotel.  Hope it works out for you and you have a great holiday.

mattyprice4004

Sounds like the staff misadvised you - with Ryanair once you've confirmed you're happy with a voucher or rebooking you won't receive a refund. 

jav12

mattyprice4004 said:

Sounds like the staff misadvised you - with Ryanair once you've confirmed you're happy with a voucher or rebooking you won't receive a refund. 

Can i do anything about them misadvising me? I booked a holiday on the back of this because i was expecting the refund, had i have known i would've just tried to use the flights in September

[Deleted User]

jav12 said:

Can i do anything about them misadvising me? I booked a holiday on the back of this because i was expecting the refund, had i have known i would've just tried to use the flights in September

If you have got a copy of the transcript from your computer or If it was verbal and they record it, you could ask for a transcript under Freedom of Information and then proceed from there firstly sending to Ryanair complaints, but realistically, I don't think you will get very far or  Ryanair will accept responsibility for call centre agents mis-advising.   The fact is you have rebooked your flights and therefore from Ryanair's p.o.v. they are going to provide this for you.  You can only hope those flights (in September)  are cancelled and then you can request a refund.     If you decide to go the court route it could be very lengthy and no guarantee you would win, however, wish you luck if you decide to go that route (I think a lot of people would be interested in the outcome).