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RachLolaEffieRachLolaEffie Forumite
1 posts
MoneySaving Newbie
I would be grateful if you someone point me in the right direction. I had booked to go to Barcelona in April and it was cancelled due to COVID. The flight was with Ryanair and after speaking to them, they agreed to give me a cash refund. Unfortunately, the credit card than I paid the flights on had been cancelled and they assured me the money would be refunded to the account the credit card was connected too, however this was not the case. When speaking to Aqua, they told me I was to write to them and they would trace the money to a holding account, however they replied to the letter saying they could not trace it. When I called them again, they said I had to get in touch with Ryanair to get the payment reference number for the refund. The only contact I could find for Ryanair was an email and their reply was useless. The money was refunded at the end of June and I am still no further forward. Can you help with this?


  • CKhalvashiCKhalvashi Forumite
    9.3K posts
    Ninth Anniversary 1,000 Posts Name Dropper Combo Breaker
    Formally complain to Aqua regarding the missing money if Ryanair have stated in writing that they have refunded.

    This is a page explaining how the refund process works from Ryanair's end (click here)

    The person you spoke to may not have the authority to view the ARN, which may be causing the misunderstanding.
    "I kada sanjamo san, nek bude hiljadu raznih boja" (L. Stamenkovic)

    I can spell, my iPad can't.
  • mattyprice4004mattyprice4004 Forumite
    5.8K posts
    Eighth Anniversary 1,000 Posts Name Dropper
    Ryanair will just refund to the card used for payment, it sounds like Aqua have made the mistake here. 
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