Ryanair - Flight Time change

drena77

Hi. Just need some info re my rights with a time change. 

I had a time change come through for a flight with Ryanair. I wasn’t going to travel anyway due to restrictions but seeing as it was over three hours I thought it would be an opportunity to get my money back easily. 

I checked this website and other aviation help sites and all said that Ryanair’s significant time change amount was three hours and above and that allowed me in their T and C to not accept the change and ask for a refund. 

I did this and Ryanair said it wasn’t three it was five. 

Ok fair enough but then when I asked the rep to show me proof eg a link to show it is indeed five he said no. 

How can that be right that they quote a T and C at you but they won’t show you the proof of that. 

I said but how can I accept that it’s five when other sites say for your company it’s three, you could be lying and change it everytime someone asks to suit you. So I ask again, just so I am satisfied you are telling me the correct information please will you send me the documents that show it’s five, he said no!!!! I asked if he was happy i screenshot what he was saying and he said yes. 

I then asked why he would not show me proof and he said it’s Ryanair’s policy not to show this documentation of acceptable hour change. 

So my question is - is this legal that I have been turned down a refund based on T and C they quote at me which isn’t to be found anywhere on their webpage? They are refusing to budge. 

Thrugelmir

drena77 said:

I said but how can I accept that it’s five when other sites say for your company it’s three, 

The company's operatives should know the terms and conditions better than any third party websites.  Ring again and see if you receive the same response. 

eskbanker

https://www.ryanair.com/content/dam/ryanair/help-centre-pdfs/eu261-notices-v15/EU261 for United Kingdom - EN.pdf

2. RIGHT TO REIMBURSEMENT OR RE-ROUTING 

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; or 

b) re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or 

c) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats. 

If your flight is delayed by at least five hours and you elect not to travel, you are entitled to receive reimbursement as set out in point (a) above, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.

Westin

drena77 said:

I checked this website and other aviation help sites and all said that Ryanair’s significant time change amount was three hours and above and that allowed me in their T and C to not accept the change and ask for a refund. 

I did this and Ryanair said it wasn’t three it was five. 

This MSE article does appear to be old and out of date - https://www.moneysavingexpert.com/travel/flight-changes/
As well as showing RyanAir as 3+ hours (for a 'significant change' before a refund can be obtained rather than 5 hours) it still also makes reference to Thomson.  Thomson Airways changed to TUI Airways in May 2019.  You might wish to click on the editor link (Guy Anker) to let them know.

To your point "So my question is - is this legal that I have been turned down a refund based on T and C they quote at me which isn’t to be found anywhere on their webpage? They are refusing to budge. "  - I would say YES as it is the terms & conditions which apply and they state 5hrs+ rather than how easy it is to find the information on their website. Their T&C are linked from their website.

drena77

Hi. Thanks so far. 

So Westin. Have you found the 5+ amount on their webpage as I could not and when I asked them to link me to it they refused. I can see on their T and C that they will agree a refund if changes are significant but I cannot find where that actually number of what significant is. So if you have the link please can I have it. Thanks. 

drena77

Thrugelmir

Thanks 

I agree that the actually rep of the company would know better than third party. I used it only as ref. I was quite happy for them to correct me and say the five hours was right but I found it very strange they would not link me to the part on their own T and C that shows the number five or five +. Why would that not be possible if jt were there? 

eskbanker

drena77 said:

Hi. Thanks so far. 

So Westin. Have you found the 5+ amount on their webpage as I could not and when I asked them to link me to it they refused. I can see on their T and C that they will agree a refund if changes are significant but I cannot find where that actually number of what significant is. So if you have the link please can I have it. Thanks. 

In my above post I linked to their published page that specifies the five hour timescale, which itself is linked from clause 9.2.2 of their main Ts & Cs document.

drena77

eskbanker said:

drena77 said:

Hi. Thanks so far. 

So Westin. Have you found the 5+ amount on their webpage as I could not and when I asked them to link me to it they refused. I can see on their T and C that they will agree a refund if changes are significant but I cannot find where that actually number of what significant is. So if you have the link please can I have it. Thanks. 

In my above post I linked to their published page that specifies the five hour timescale, which itself is linked from clause 9.2.2 of 

Hi

Thanks for taking the time to reply and I don’t mean to be stupid but I still can’t see the 5+ with regards to a scheduled time change. They talk about a flight delay but surely that is for flights that are arriving. This one hasn’t been delayed it’s just had its time moved? I can’t see any info on what you have linked to that. 

drena77

Ps all I can see is in section 2. If you are denied boarding - which ive not or it’s delayed by 5 hours which at this point it’s not. Nothing seems to link to a time change. 

eskbanker

drena77 said:

eskbanker said:

drena77 said:

Hi. Thanks so far. 

So Westin. Have you found the 5+ amount on their webpage as I could not and when I asked them to link me to it they refused. I can see on their T and C that they will agree a refund if changes are significant but I cannot find where that actually number of what significant is. So if you have the link please can I have it. Thanks. 

In my above post I linked to their published page that specifies the five hour timescale, which itself is linked from clause 9.2.2 of 

Hi

Thanks for taking the time to reply and I don’t mean to be stupid but I still can’t see the 5+ with regards to a scheduled time change. They talk about a flight delay but surely that is for flights that are arriving. This one hasn’t been delayed it’s just had its time moved? I can’t see any info on what you have linked to that. 

I see what you're saying but I was interpreting their reference to "If your flight is delayed by at least five hours and you elect not to travel" as signifying that they're using the term 'delay' to include pre-notified changes, but agree that it's not completely clear....

drena77

Exactly and they are slippery so and so’s for being ambiguous so I wanted to make sure I hit back with accurate information. So I’m non the wiser really. Thanks for your efforts though. Much appreciated.