Live chat misinformation Ryanair.

Retireby40

Had 4 flights booked with Ryanair as part of a trip.

Flight A was cancelled and refunded.
Flight B was cancelled and refunded 
Flight C was not cancelled and went 
Flight D was not cancelled and went.

Because I couldnt get Flight B to destination C I started a live chat. I advised them that as I couldnt go from B to C as they had cancelled the flight what should i do. Would I have to change the flights to something else as to not lose my money or what could they do for me.

Live chat advisor said "I'm going to speak to management..." comes back and says I have processed a refund for them flights for you. I got him to send me thr transcripts which I have and have sent to Ryanair.

However they are completing ignoring any form of complaint or contact with them and basically say, the flight went it wasnt cancelled you lose.

However I always knew I was going to be unable to get the flights as they cancelled the first part. I was going to change them (at expense to myself) until I was told they would refund me. Clearly their staff have misled me but to be honest I'm getting nowhere.

Anyone else had this problem?

I 100% get if I didnt take the flight when it went that my problem. My issue was I was told they would be refunded which meant I didnt change them. I have sent them the transcripts and they reply saying oh he didnt say that he said he would only refund you them if they were cancelled which he didnt say.  I know how difficult it is learning a second language but having their customer service staff in non native countries it's no surprise there is communication breakdowns.

Thrugelmir

Seems they refunded you for the flights that they cancelled. To the airline it's of no consequence that's it's multi desination. The other flights were still there for you to use. 

Retireby40

Thrugelmir said:

Seems they refunded you for the flights that they cancelled. To the airline it's of no consequence that's it's multi desination. The other flights were still there for you to use. 

My issue wasnt that. The advisor told me they were putting through a cash refund. If the advisor had advised me with the correct information I would have changed the flight.

bagand96

If I understand correctly, you have a transcript confirming they will refund you for all flights (including "C" and "D").  And Ryanair didn't refund you for "C" and "D" and now won't do so because you "missed" the flights?

ic

Would be interesting to see the transcript - "processed a refund for them flights for you" is ambiguous and not specific as to what "them flights" actually are.  I expect this might be a misunderstanding in the call.  As above standard policy is Ryanair don't do multi destination flights - only returns, so won't refund flights purchased in a separate booking - it's a risk of booking that applies to all airlines, and has been explicit in Ryanairs T&Cs and FAQs for many many years.

Retireby40

This is the main part 

Retireby40

My request for the refunds of flight A and B where already in process. This conversation is all about flight C. Flight D isnt really mentioned but is in another complaint separate. 

Ambiguous as always with Ryanair

[Deleted User]

I think the question is in the online advice saying they had “requested” a refund for you. Not that you are due a refund (anyone can request what they want). Obviously it was turned down. Not a lot you can do about it I don’t think 🤔.  Even if you took to court it may not go in your favor depends on t’s and c’s rather than any interpreted ‘ advice’ online I would think.  Sorry I can’t be more positive. 

Aranyani

Seems quite clear to me, I would have been waiting for a refund to hit my bank after that conversation too. 

Although, this is Ryanair, so they will do everything humanly possible to avoid parting with a penny, so how much were the flights and is it worth pursuing them? 

bagand96

As you know, there was no entitlement to a refund of flights C ad D as they are separate bookings.  However, after your chat I can see why you felt you'd be getting a refund for flight C.  I agree with the above that it is open to interpretation.

If you paid by credit card you could try a Section 75 claim on account that Ryanair agreed to a refund, using your chat transcripts as evidence.  Hard to say whether the card company would support it or not.

Failing that, small claims court.  Again, no way to call whether you'd win or not.

Retireby40

Flight C was about £200 quid. While not cheap not expensive and that was for 2 people. I'll have the same issue with flight D as well which was another £200. I guess I pretty much have to take the hit because in all honestly it's not worth the hassle of small claims court nor worth the painstaking effort of trying to get in touch or any response from Ryanair.

I opened a complaint with them, sent them the transcripts they didnt even reply. Sent a generic email about if my flight was cancelled etc. Wasnt anything personal at all. Then via social media I've been ignored, asked for the details again, and despite sending the transcripts I got a reply saying "he didnt say he would refund you, he said he would refund you if it was cancelled". Which it didnt say and then i said could you highlight the area where he said that. He replied " i can no longer help you".

The service is horrendous. And while I always heard about it being bad in over probably 30 flights with them I've never had a problem. Guess I have to put it down to bad luck and look for another option in the future if possible. I paid with debit card too so no charge back.