Ryanair Withholding Bookings - Read If You Processed a Chargeback!

shakkahislop

Hi Forumers,

I'm hoping to raise awareness regarding an issue I've experienced with Ryanair's approach to credit card chargeback refunds. 

I was unable to travel to Portugal in September 2020, as #1 I was isolating due to my partner testing positive for Covid and 2# Portgual was on the government red-list, all but banning travel. 
Unfortunately, Ryanair were unable/unwilling to process the refund so, after a lengthy dispute process, I escalated the issue to my credit card provider. 

The credit card provider conducted an investigation, in which both sides sumitted evidence and statements, and ruled in my favour. This resulted in the original charge of £370 being refunded and the matter concluded... It's important to note that Ryanair didn't appeal the decision.

However, I recently booked flights to Cyprus (with Ryanair), and received the booking confirmation, all good. Then, when I have attempted to book seats, my booking doesn't appear and I am asked to contact Ryanair. 
The customer care live chat and email correspondence have asked me to contact the 'Fraud Team' on 00353-1-945-1457. This phone number rings for 30 seconds before disconnecting, I have tried 36 times at the moment of typing. Upon further discussion with live chat, they instructed me to carry on ringing or go to the airport to discuss in-person. 

Live chat have confirmed that the reason for the booking being held is (and I quote) "There is an outstanding amount on this booking, due to a previous chargeback you made. It needs to be balanced through the Fraud department. This is the only way." My booking was accepted and confirmation/itinerary received, the only reason this became apparent would have been at seat-booking or check-in stage. 

In my view, they should be actively making customers aware of the 'fraud' flag and offering was to resolve it in advance. It's likely that many people wouldn't be aware and turn up at the airport ready to fly and be faced with having to pay the charge or not go on their flight. This is incredibly frustrating, upsetting and demoralising, particularly after the 12-months everyone has just had.

As mentioned at the start, I'm hoping to raise awareness of this issue, to avoid holiday-goers being caught unawares at the airport.

Thanks for reading and your help, hope I wasn't too rant-y.

P.S lesson learned... never booking with Ryanair again!

Westin

If you look over the travel forums a few have reported this recently.


It is unfortunate and needs sorting. Your initial chargeback claim was invalid. The reasons given for not being able to travel to Portugal were not Ryanair's concern.  You owe money from your original booking to Ryanair (you might be able to make a travel insurance claim against not being able to originally fly).

Caz3121

shakkahislop said:

The credit card provider conducted an investigation, in which both sides sumitted evidence and statements, and ruled in my favour. This resulted in the original charge of £370 being refunded and the matter concluded... It's important to note that Ryanair didn't appeal the decision.

There have been a number of similar posts where the chargeback has been made even though there was no rights to one. If the flight operated then any claim for reimbursement should have been directed to your travel insurance.

bagand96

Did Ryanair cancel your Portugal flight or did it operate?

If it operated then you were not due a refund.

Thrugelmir

shakkahislop said:

The credit card provider conducted an investigation, in which both sides sumitted evidence and statements, and ruled in my favour. This resulted in the original charge of £370 being refunded and the matter concluded... It's important to note that Ryanair didn't appeal the decision.

Ryanair were no doubt extremely busy at the time. Only now getting round to tying matters up. There'll be checking for fraudulent claims and taking the necessary steps to recover the money they are owed. RyanAir aren't under any obligation to fly you in the future either. 

[Deleted User]

"I was unable to travel to Portugal in September 2020, as #1 I was isolating due to my partner testing positive for Covid and 2# Portgual was on the government red-list, all but banning travel. 
Unfortunately, Ryanair were unable/unwilling to process the refund"

If the flights went ahead, this really says it all (just affirming what has been said already)  You weren't actually entitled to a refund in the first place (would have been an insurance claim).   Did you look into moving your flights at all?   That might have been an option at the time although more than likely not a free one.

You can't really complain now about receiving something you were not entitled to in the beginning even if you feel it is an underhanded way to try to recoup their loss?    

All you can do now is either pay it or lose the second flights you have booked.   Ryanair are exactly what they say they are - a budget, no frills airline.  They are not going to tolerate people terminating their contracts.   The fact you might not have known you were breaking the contract is immaterial.   Sorry but if you already rebooked you must have been happy with some aspects of Ryanair to rebook so quickly?  

User_101122

It’s not their fault you couldn’t travel if the flight went ahead they you’re not entitled to a refund.

Your only option is to pay what they’re asking or forfeit the money you have paid on the second booking, or be denied boarding.

User_101122

In my view, they should be actively making customers aware of the 'fraud' flag and offering was to resolve it in advance. It's likely that many people wouldn't be aware and turn up at the airport ready to fly and be faced with having to pay the charge or not go on their flight. This is incredibly frustrating, upsetting and demoralising, particularly after the 12-months everyone has just had.

Why on earth would they make you aware of the “fraud” flag before you book?  If they did that then you’d book with another airline and they wouldn’t be able to recoup their losses from you.
The bottom line is you’ve received money in error for something you weren’t entitled to and Ryanair have devised a strategy to reclaim at least some of what they are owed. I can’t understand for the life of me why you would even consider booking with them again knowing this.
I too have been overpaid by RyanAir because they refunded me after a successful chargeback. I’ve tried contacting them to make this payment but I also only get through to a line which cuts dead.
If they contact me in the meantime they can have their money or request it at the next booking I make with them they can have it .
 I’m not bothered I owe them the money

Caz3121

rather than claiming (incorrectly as Ryanair had not breached their contract) from your card, in your situation the place you should have been claiming from would have been your travel insurance assuming your policy covered the reasons you were unable to travel (not all do)
If your policy did not cover the situation the best result would have been to change the dates of your flights as Ryanair flights are non-refundable - with the exceptions being if they cancelled the flight or if you had booked them as part of a package holiday which was affected by the rules or accept that, along with many thousands of others, you had suffered a financial loss due to the pandemic.

mattyprice4004

You fraudulently claimed the money back, of course they’re going to claw it back. 

It sounds like companies should be avoiding customers who take the mickey rather than customers avoiding Ryanair... 

michael1234

mattyprice4004 said:

You fraudulently claimed the money back, of course they’re going to claw it back. 

It sounds like companies should be avoiding customers who take the mickey rather than customers avoidinga fraud Ryanair... 

I would be very careful about alleging fraud since you expose yourself to a Claim dropping through your letter box. Disclosure of full name and address are easily obtained by solicitors from UK organisations operating forums registered in the UK such as this one.

In this case the OP has the benefit of an FCA authorised third party (the CC company) believe that their consumer rights were breached. It is very unlikely to be a fraudulent claim if the OP was honest in their dealings with the chargeback which would seem to be the most likely in this case.