RyanAir Flight refund on Thomas Cook holiday booking

Essex_Jim

Hi all,

My Wife is cancelling a package holiday booked with Thomas Cook for October half term due to a medical issue that needs investigation and has been told she can't fly. Flights are with RyanAir. Thomas Cook told her she needs to cancel flights first direct with RyanAir. She has started the process via the RyanAir online chat so all good. Except I have two concerns.

1. There was a charge, which she paid by Credit Card for 35 pence (Confirm 35 pence!). Seems very cheap and wouldn't cover the card fees? Maybe an error on their part?
2. She was asked to provide her passport details and then verify her ID by turning on the camera on her iPad and then turn her head left and right.

As said, this was via links provided in the online chat that she join. 

Anyone else encountered either / both of the above two points? I am just concerned about possible identity theft and or Credit Card fraud. Probably overthinking this as she made the initial contact with RyanAir

Essex_Jim

To update, in true RyanAir style, she has just received an email declining to refund. While that gives me confidence about fraud, only further concern, email came from support@ryanairsupport.zendesk.com. With zendesk in the address, would this be a concern?

eskbanker

Essex_Jim said:

My Wife is cancelling a package holiday booked with Thomas Cook for October half term due to a medical issue that needs investigation and has been told she can't fly. Flights are with RyanAir. Thomas Cook told her she needs to cancel flights first direct with RyanAir.

If it's a package then Thomas Cook are solely responsible for the contract, so that advice sounds flawed, unless the package doesn't actually include the flights?

Thomas Cook's cancellation policy will apply and this would typically refund a percentage of the entire package cost for customer-initiated cancellations.

Does she have insurance to recover those costs that can't be obtained from Thomas Cook?

Essex_Jim

eskbanker said:

Essex_Jim said:

My Wife is cancelling a package holiday booked with Thomas Cook for October half term due to a medical issue that needs investigation and has been told she can't fly. Flights are with RyanAir. Thomas Cook told her she needs to cancel flights first direct with RyanAir.

If it's a package then Thomas Cook are solely responsible for the contract, so that advice sounds flawed, unless the package doesn't actually include the flights?

Thomas Cook's cancellation policy will apply and this would typically refund a percentage of the entire package cost for customer-initiated cancellations.

Does she have insurance to recover those costs that can't be obtained from Thomas Cook?

Thanks for the reply @eskbanker

Yes she has travel insurance with Direct Line. Already refunded one holiday 

She is talking to Thomas Cook as I write.

My priority first of all is the contact with RyanAir and the two points of concern in my opening post. Once concerns about fraud are 'put to rest', we can pursue Thomas Cook

CKhalvashi

Essex_Jim said:

eskbanker said:

Essex_Jim said:

My Wife is cancelling a package holiday booked with Thomas Cook for October half term due to a medical issue that needs investigation and has been told she can't fly. Flights are with RyanAir. Thomas Cook told her she needs to cancel flights first direct with RyanAir.

If it's a package then Thomas Cook are solely responsible for the contract, so that advice sounds flawed, unless the package doesn't actually include the flights?

Thomas Cook's cancellation policy will apply and this would typically refund a percentage of the entire package cost for customer-initiated cancellations.

Does she have insurance to recover those costs that can't be obtained from Thomas Cook?

Thanks for the reply @eskbanker

Yes she has travel insurance with Direct Line. Already refunded one holiday 

She is talking to Thomas Cook as I write.

My priority first of all is the contact with RyanAir and the two points of concern in my opening post. Once concerns about fraud are 'put to rest', we can pursue Thomas Cook

But you'll be subjected to whatever the terms and conditions are in this case.

Upon medical evidence (which can be partially redacted) we would probably choose to just refund, but there won't be a contractual right to this.

This is, for legal purposes, a change of mind cancellation. Insurance (if it covers this) would likely be the way to go if TC won't budge.

Essex_Jim

This thread was about a possible fraud. It is hard to believe that Ryanair would charge 35 pence to 'assist'. It turns out even Ryanair can charge only 35 pence to help.

So I am happy now there is no issue. .

In terms of the wider aspect of the holiday I have run a separate thread at https://forums.moneysavingexpert.com/discussion/comment/79465147#Comment_79465147

Again the answer is clear and Thomas Cook have followed their T&C's. No issue. Direct Line will cover the 'change of date' charges. No issues. We did have to pay £50 for the Doctors letter.

@CKhalvashi I see with interest you use the term 'we'. I guess you are either from Thomas Cook, Ryanair or Direct Line. Curious.

We are happy with all three organisation. And thank you to the MSE forum for the clarifications. 

CKhalvashi

Essex_Jim said:

This thread was about a possible fraud. It is hard to believe that Ryanair would charge 35 pence to 'assist'. It turns out even Ryanair can charge only 35 pence to help.

So I am happy now there is no issue. .

In terms of the wider aspect of the holiday I have run a separate thread at https://forums.moneysavingexpert.com/discussion/comment/79465147#Comment_79465147

Again the answer is clear and Thomas Cook have followed their T&C's. No issue. Direct Line will cover the 'change of date' charges. No issues. We did have to pay £50 for the Doctors letter.

@CKhalvashi I see with interest you use the term 'we'. I guess you are either from Thomas Cook, Ryanair or Direct Line. Curious.

We are happy with all three organisation. And thank you to the MSE forum for the clarifications. 

A director of a supplier to certain destinations, mainly to the trade, with a direct relationship with absolutely none of those (although I am aware that some agents do package certain offerings with Ryanair flights due to overlap with their commercial offerings).

Glad to hear you've got it sorted out.