Cancelled Ryanair flight

Hello!

At the start of this month our return ryanair flight was cancelled. It was early AM so no call centre or live chat was open, and the alternative offered online was 4 days later which didn't suit and accommodation in the area was extortionate due to a big event. We booked the cheapest alternative flights for the next day for approx. £400 each before the prices skyrocketed. I advised them on the day via email I would be claiming compensation plus expenses, then submitted the claim with receipts via email shortly after we returned (7th). Since then I have had no official response from them. On their website they say 3-5 working days for a response - after this I live chatted, and was told 10 working days, then 12 days, then 14 days, 18 days and now its 28 days. I seem to be getting nowhere...

Is anyone else in the same shoes as us, or am I doing something wrong? Or has anyone recently received money back from Ryanair - how long did this take? This has been put on my credit card and worried about paying for it when my bill comes!

Note: they have suggested that I submit the 'official' refund and compensation and expenses form which 'guarantees' 10 days, however after this they say 'only' and I don't just want a refund, compensation or expenses, as I think we should get expenses (more money than the original flight) plus the EU compensation. I have also looked online and feedback is poor with a lot of refusals for these forms.

Thanks!

Comments

  • eskbanker
    eskbanker Posts: 29,817
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    Most airlines will encourage people to use the standardised claim forms rather than using email, as it eases processing - some passengers (including those influenced by this site) feel better about composing emails quoting legislation, precedents, etc, but I've yet to see any evidence that this produces better results.

    What is it that you're looking to claim for that isn't covered by "the 'official' refund and compensation and expenses form"?  I haven't studied it. but yes, these are all headings that can be claimed independently of each other, if due under the regulations.
  • eskbanker said:
    Most airlines will encourage people to use the standardised claim forms rather than using email, as it eases processing - some passengers (including those influenced by this site) feel better about composing emails quoting legislation, precedents, etc, but I've yet to see any evidence that this produces better results.

    What is it that you're looking to claim for that isn't covered by "the 'official' refund and compensation and expenses form"?  I haven't studied it. but yes, these are all headings that can be claimed independently of each other, if due under the regulations.
    Thanks for your response - the feedback on these forms is that you either only get a refund, compensation or expenses. You then email to complain and you are put in the same email queue as everyone else and then they come back and basically say 'you have been given X - now go away', even though you are entitled to it. I want everything in one claim so this (hopefully) doesn't happen. 

    I also don't know how much I paid for my return flight as it was booked as a round trip and (unlike easyjet who say eg £80 for outbound, £80 inbound) ryanair just say £160 for total. 

    Would be good to have someone who has either submitted the forms and had success, or have someone who has sat in the queue to know how long each one took...
  • eskbanker
    eskbanker Posts: 29,817
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    I also don't know how much I paid for my return flight as it was booked as a round trip and (unlike easyjet who say eg £80 for outbound, £80 inbound) ryanair just say £160 for total. 
    But you can either have a refund of what you paid Ryanair, or the £400 you paid to another airline, but not both, so it would obviously make sense to claim the latter?
  • eskbanker said:
    I also don't know how much I paid for my return flight as it was booked as a round trip and (unlike easyjet who say eg £80 for outbound, £80 inbound) ryanair just say £160 for total. 
    But you can either have a refund of what you paid Ryanair, or the £400 you paid to another airline, but not both, so it would obviously make sense to claim the latter?
    But then I wouldn’t get compensation too which I am entitled to as well? I think I should be getting expenses plus compensation. 
  • eskbanker
    eskbanker Posts: 29,817
    First Anniversary Name Dropper Photogenic First Post
    Forumite
    eskbanker said:
    I also don't know how much I paid for my return flight as it was booked as a round trip and (unlike easyjet who say eg £80 for outbound, £80 inbound) ryanair just say £160 for total. 
    But you can either have a refund of what you paid Ryanair, or the £400 you paid to another airline, but not both, so it would obviously make sense to claim the latter?
    But then I wouldn’t get compensation too which I am entitled to as well? I think I should be getting expenses plus compensation. 
    Not sure what you mean - compensation is a separate issue from refund of flight costs and reimbursement of expenses?

    If you're entitled to compensation, i.e. if the reason was airline fault, then this isn't affected by the refund claim, but the bottom line is that you're not entitled to a refund of both the Ryanair flight and also the one you bought to replace it!

    If you're confused about what you're entitled to, perhaps worth posting a list what you're claiming?
  • JPears
    JPears Posts: 5,084
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    If you ask for refund of your original flight costs, Ryanair can ignore any claims for additional alternative flight expenses.
    1. Claim for you additional alternative flight costs.
    2. Claim for compensation, if a valid claim.
    Although covered under the same regualtion/law, they are seperate claims, ie one is not dependent on the other.
    I'm not sure how the Ryanair claim form system works.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
  • Hello!

    At the start of this month our return ryanair flight was cancelled. It was early AM so no call centre or live chat was open, and the alternative offered online was 4 days later which didn't suit and accommodation in the area was extortionate due to a big event. We booked the cheapest alternative flights for the next day for approx. £400 each before the prices skyrocketed. I advised them on the day via email I would be claiming compensation plus expenses, then submitted the claim with receipts via email shortly after we returned (7th). Since then I have had no official response from them. On their website they say 3-5 working days for a response - after this I live chatted, and was told 10 working days, then 12 days, then 14 days, 18 days and now its 28 days. I seem to be getting nowhere...

    Is anyone else in the same shoes as us, or am I doing something wrong? Or has anyone recently received money back from Ryanair - how long did this take? This has been put on my credit card and worried about paying for it when my bill comes!

    Note: they have suggested that I submit the 'official' refund and compensation and expenses form which 'guarantees' 10 days, however after this they say 'only' and I don't just want a refund, compensation or expenses, as I think we should get expenses (more money than the original flight) plus the EU compensation. I have also looked online and feedback is poor with a lot of refusals for these forms.

    Thanks!
    Hi,

    I have the same question.

    Did you manage to successfully claim BOTH compensation for the canceled flight AS WELL AS your expenses incurred because of the cancellation?
  • I am in similar boat .. Ryanair’s claim system does not allow you to claim expenses and compensation it seems - it also prevents you from submitting 2 claims (one for expenses and one for compensation) when you are legally entitled to do so …

    All very frustrating .. although I assume that is their planned approach!

    I have chased and chased .. resubmitted to different teams .. yet to get any acknowledgment so I am looking for address to throw it into SCC .. anyone help ?
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