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Since the Ryanair Dublin offices reopened on 1 June last, additional refunds staff have been trained to eliminate the backlog of customer refund requests with the following results: All March cash refund requests have now been cleared. We rely on advertising to help fund our award-winning journalism. We are working our way through the small remaining balance. The airline initially forced customers to apply for a cash refund by calling its customer service line, although many reported that it was impossible to get through. Ryanair likely has a backlog of hundreds of thousands of tickets to refund. Ryanair chief executive, Michael O'Leary erupted in anger on Monday after BBC 5 Live presenter Rachel Burden brought up complaints from listeners who said they are still waiting for refunds. End of year travel quiz: How much do you remember about 2020? We are working our way through the small remaining balance. After revealing last month that 10 of the UK’s largest airlines were breaking the law over refunds, Which? Read more How do I get a refund with British Airways, easyJet and Ryanair? Tui finally allows customers to claim refund online for cancelled holidays, Test to release and travel corridors: what quarantine rules mean for your holiday plans, British travellers can still access free healthcare in Europe after Brexit, New coronavirus restrictions and England, Scotland and Wales travel rules: what it means for holidays in the UK. Can Britons currently take to the slopes at European ski resorts? Ryanair has strongly defended its refund track record, with CEO Michael O'Leary last month saying that 'every single customer who has requested a cash refund has now received it … We believe that contacting customers in departure date order is the fairest way to deal with this, and the feedback we have received tells us this has been the right thing to do. Immediate family members defined by Ryanair: Spouse; Civil Partner; Children (including adopted/step children) Parents (including step parents) Something needs to give. pic.twitter.com/AqkTg8Uwh6, He writes: “I obviously have every sympathy with consumers - especially those who are struggling financially themselves in the current situation. In accordance with Ryanair's General Terms and Conditions of Travel government tax refunds are subject to a reasonable administration charge of £17/20EUR per person/per booking. Ryanair now risks adding insult to injury by refusing to refund passengers who can not fly this month because of the latest lockdown. 84% of Ryanair customers surveyed said they were still waiting for a refund, versus 63% of easyJet customers and just 23% and 19% of British Airways and Jet2 customers respectively. Find more unbiased advice on travel and coronavirus, award-winning investigations and legal advice on holiday refunds and cancelled flights with Which? easyJet told Which? Jeff Palmer has been waiting 130 days for … The government must set out how it intends to support airlines so they can meet their legal obligations and refund their passengers.”, Travellers on Twitter were quick to criticise Ryanair over the move, while social media is also awash with tales of hours spent waiting to speak to airline representatives.Â, However, Nick Trend, Telegraph Travel’s consumer editor, has previously urged those travellers who can afford to do so to rebook rather than cancel their trips, or to accept a voucher.Â, @Ryanair but is there a refund queue as now you are emailing that we will not get refund until after voucher expires which is 12 months! RYANAIR has found itself in a major dispute with online travel agents over outstanding refunds from cancelled flights during the coronavirus pandemic. Our survey found less than one in four BA customers were still awaiting a refund. In contrast, 39% of British Airways customers and 29% of Jet2 customers surveyed had received a refund within seven days. However, the consumer interest is wider than a slight delay in getting your refund. We are processing refunds for customers and aim to so in less than 28 days.’. Travel has found that Ryanair is the worst of the UK’s big four airlines for processing refunds for cancelled flights, with 84% of Ryanair customers surveyed telling Which? asked Ryanair to comment on these findings but it did not respond. British Airways told Which? This also includes partial redemption, as the portion of the unused voucher will be refunded. We use cookies to allow us and selected partners to improve your experience and our advertising. Customers may also request a refund by submitting a claim in writing via a dedicated refund webform, online. Almost the entire Ryanair fleet is grounded - what does that mean for your summer holiday? For advice on how to get a refund from other airlines, see our guide. Read our community guidelines in full, The latest offers and discount codes from popular brands on Telegraph Voucher Codes. Over 90% of Ryanair customers were accommodated with free flight moves, flight vouchers or cash refunds by the end of July. Then it emailed vouchers to the customers that had requested cash refunds. They can rebook, refund or choose to take a voucher to fly at a later date. We are processing refunds for customers and aim to so in less than 28 days.’, We have now launched a tool for consumers to. However, customers found that it was almost impossible to use. Ryanair is not the only airline to come under fire for its refund policy, with research showing that all of the UK's major travel providers are failing to issue refunds within the legal timeframe. You can unsubscribe at any time. Ryanair, like other carriers, blamed the delays on the millions of refunds it has needed to process and the difficulties in doing so while staff work remotely. Steve Ashton from Dorset said his request for a £141 refund was made and acknowledged on 21 March. Refunds can be requested at any point up to 12 months after the start date of the journey.’. The airline refused to provide an online form. The airline is only offering fee-free transfers to a later flight. The first place to visit when travel returns? Customers who choose a voucher but don't redeem it within 12 months may still apply for and obtain a refund after this 12-month period. Readers reveal their holidays against the odds. Then and now: See how the skies above Britain have emptied, How to get a refund on your cancelled easyJet flights, here for Telegraph Travel's latest news on when we will be able to travel again, Can I go on holiday? Customers of easyJet in our survey have also found it difficult to get their money back. This is not the first time that Which? Tagged as: airlines coronavirus coronavirus flight rights coronavirus refunds refunds Ryanair travel, ‘Customers on cancelled flights can transfer to an alternative flight free of charge or receive a voucher for the value of their booking online. Which? ‘We are continuing to operate a fully staffed call centre, and even though our teams are subject to the same difficulties and restrictions as everyone else, they are working tirelessly to proactively contact customers in departure date order to discuss their options. “Your refund will be processed within the next 3 weeks, for your convenience your voucher will remain valid until your cash refund is processed,” explains the carrier. ", It's worth noting that Ryanair is currently promoting September deals on its website, probably on the assumption that things will be up and running by then. Ryanair has made it difficult for customers to claim refunds by introducing several hurdles. It is a … Rory Boland, editor of Which? Ryanair refund due to the death of an immediate family member or serious illness . See here for Telegraph Travel's latest news on when we will be able to travel again.Â, Unless your flights are cancelled, the normal rules apply: no refunds, with one exception: "If you have been affected by a bereavement of an immediate member of your family within 28 days of your intended flight date and you do not wish to travel, we will provide a full refund upon application.". At first, unlike other airlines, it had been automatically processing applications sent via an online form . subsequently surveyed nearly 2,800 airline customers who had flights cancelled since mid-March, to find out about their experience with their airline. If you are in one of the high-risk groups then you almost certainly won’t want to think about booking anything within the next four to six months at the earliest. However, while British Airways is not meeting the law on refunds, it is doing a better job than most of its rivals. And I think that some travel companies are clearly handling the situation much worse than others. We urge you to turn off your ad blocker for The Telegraph website so that you can continue to access our quality content in the future. Ryanair insists on its website: "Customer service teams have been working full-time to process refund applications as quickly as possible during the Covid-19 crisis." Can I have response to my DM. More of your questions answered: coronavirus travel advice Q&A. Over 90% of Ryanair customers were accommodated with free flight moves, flight vouchers or cash refunds by the end of July. By continuing to browse you consent to our use of cookies. Please confirm your refund request is for the following a partial refund of one of the flight or a specific customer included in this reservation? ... no fee principle and we’ll claim your compensation for you in no time. Ryanair has confirmed that customers who had their UK flights cancelled will be offered a refund. However, other airlines facing the same difficulties have done a far better job on refunds. New research from Which? This has led to a significant delay in refunds, for the time being, leaving passengers frustrated. You need to be a subscriber to join the conversation. But again, nothing is for certain. Read the latest coronavirus news and advice from Which?. Which? Holiday airline Jet2 has also done a far better job than easyJet or Ryanair in refunding its customers. Once again people are being ignored and getting frustrated! EU and UK airlines, like Ryanair, are legally required to issue refunds within seven days of a cancellation, but just 5% of the Ryanair customers we surveyed reported receiving their money in this time. : ‘Customers on cancelled flights can transfer to an alternative flight free of charge or receive a voucher for the value of their booking online. My airline or holiday company won't cancel and I cannot travel - can I get my money back? In contrast, 39% of British Airways customers and 29% of Jet2 customers surveyed had received a refund within seven days. they have not received their money back. Customers may also request a refund by submitting a claim in writing via a dedicated refund webform, online. For all the latest travel updates from Ryanair as the situation changes, visit this page. Initially it directed customers to online refund forms that didn’t work. The budget airline will contact passengers who could not … Find out more, The Telegraph values your comments but kindly requests all posts are on topic, constructive and respectful. Trust in the travel industry plummets to record low, Coronavirus outbreak Q&A: advice for travellers. At the end of June, 50% of April cash refunds have been cleared. Travel, said: “This latest shift in Ryanair’s refund policy shows blatant disregard for the many customers who have been strung along by the airline while they desperately try to get their money back. Voucher Benefits • Fly on any of the Ryanair Group airlines in over 200 destinations Refund for changes in the flight schedule . Ryanair’s second go at convincing customers to accept vouchers. Hi there, I read a lot of people here commented previously about getting refund for cancelled flight with Ryanair. Meanwhile, Virgin Atlantic told the CAA it is refunding all passengers within 120 days – a claim that is not borne out by some customers’ experiences. has found the airline sending potentially misleading information to its customers. In the absence of an amendment to EU or Irish regulations, however, Ryanair remains obligated to offer a refund within seven days of your flight being cancelled.Â, Trend explains: "This is one of the hardest questions to answer. Photo: Getty Images. A spokesman for Ryanair said in a statement: "Ryanair has already processed EUROS 400m in refunds since mid-March, which is over one third of the total backlog. Ryanair said that the process time for cash refunds was “taking longer due to the fact we are having to process 10,000 times the usual volume of … ‘Ryanair won’t refund the cancelled flight my late husband booked for me’ Plus: holiday options for a blow-out 60th birthday; and should I renew my passport before or after Brexit? However, Ryanair has altered its refund policy several times in recent weeks. Trust in the travel industry plummets to record low amid coronavirus refunds scandal. It subsequently added an online form where customers could apply. if they have been unable to get a refund for a cancelled flight, to encourage the CAA to take action. Your refund will be processed within the next 3 weeks, for your convenience your voucher will remain valid until your cash refund is processed. : ‘If a customer’s flight has been cancelled, they should call us to discuss their options. A. Ryanair has said flights will continue during the lockdown and it will not offer refunds. Latest advice as travel is prohibited for Tier 4, Your rights to flight and holiday refunds due to Tier 4 and bans on UK arrivals. The airline suspended refunds a while ago due to a lack of staff and began offering vouchers instead, saying cash refunds could only be processed after the situation has calmed down. It has repeatedly changed the time frame for refunds, at one point telling customers they would need to wait until the coronavirus crisis was over. We are making rapid progress in processing refund requests as a result of Covid 19. If we want to have a travel industry when this is all over; if we want to be able to book cheap flights to myriad destinations and enjoy the vast array of good-value holidays on offer from a healthy competitive industry then we need tour operators and airlines to survive. Ryanair refund: Passengers fear they may have to wait a year to claim money back ... “The process time for cash refunds is taking longer due to the fact we … Travel. Customers have been sympathetic to airlines taking longer to issue refunds because of the coronavirus crisis. Ryanair’s repeated attempts to push vouchers on customers who have been clear that they want the refund they are legally entitled to are completely unacceptable. I have managed to sent application for refund nearly 3 weeks ago and since then received a couple of emails from Ryanair reassuring me that my application is with them and they need more time. Which? Initially Ryanair did have a link where customers could claim their cash refund. “It is time for the CAA to get tough with the many airlines openly flouting the law and those playing fast and loose with the rules. It comes after Ryanair sent out an email on Monday offering flight vouchers - valid for 12 months only. Ryanair has been asked to postpone flights from Wales in light of current lockdown restrictions (Image: Getty Images). This left many facing long waits on hold, with some customers finding it impossible to get through and lodge a claim. Just 14% received a refund within seven days. We have now launched a tool for consumers to report their airline to the regulator if they have been unable to get a refund for a cancelled flight, to encourage the CAA to take action. Less than a fifth of those people we surveyed had not received a refund from the carrier. has launched a 10-point plan to help rebuild trust in travel, which you can read in full here. We believe that contacting customers in departure date order is the fairest way to deal with this, and the feedback we have received tells us this has been the right thing to do.’. We are making rapid progress in processing refund requests as a result of Covid 19. British Airways angered its customers by forcing them to phone customer services to claim a refund. Only five per cent of Ryanair customers surveyed said they had their money returned to them within seven days – the time frame that EU carriers are legally obliged to process refunds within. "Ryanair is offering vouchers and free moves as these are automated and would give customers an alternative. Ryanair says it will contact customers by text or email if their flight has been cancelled between December 20 and 24 and they will be entitled to a full refund. Our experts offer their suggestions, Britain's top indoor snow centres and dry ski slopes for a ski trip on home soil, 'Substantial' change to EU travel after January 1, Gove warns, How travel to Europe will change after Brexit, from passports to data roaming charges, Countries extend bans on UK arrivals into 2021, The 23 countries you can feasibly visit without a quarantine when you get home, How a solo trip to Syria cemented a lifelong love for holidaying in the war-torn country, Staycations with style: 15 of the hottest UK hotel openings for 2021. Julia Brookes Ryanair has confirmed that all Irish customers who saw their UK flights cancelled will be offered a refund. Postcard from the Swiss Alps: At last I can see the light at the end of the quarantine tunnel, What the new rules mean for hotel stays in Tier 4 and across Britain, Up close and personal with Africa's cutest, but surprisingly brutal, animals, The wilder side of Cuba, with its hidden railway lines, empty beaches and forgotten relics, Big breaks: 34 epic adventures for 2021 to satisfy your pent-up wanderlust, Where did you manage to get to this year? For the rest of us the time horizon is hopefully a little shorter, but no-one can be sure. You can understand more and change your cookies preferences here. If you have been affected by a bereavement of an immediate member of your family within 28 days of your intended flight date and you do not wish to travel, we will provide a full refund upon application. Ryanair customers may face charges of up to €100 to cash refund cheques People will have to go to bank branch to cash cheques drawn on a German bank Fri, … Either we all need to be a little patient in getting our cash back, or the Government is going to have to step in and find yet another of its magic money trees to bail out the travel industry.”, He also points out that France, for example, is now allowing its travel companies 18 months to make refunds. Many Ryanair passengers have now been waiting months for their money back. 🏻‍♂️ pic.twitter.com/wCmCv0JXmK. has repeatedly called on the regulator, the Civil Aviation Authority (CAA), to take action against airlines that are not providing refunds, or are significantly delaying paying out. Jet2 told Which: ‘We are continuing to operate a fully staffed call centre, and even though our teams are subject to the same difficulties and restrictions as everyone else, they are working tirelessly to proactively contact customers in departure date order to discuss their options. EU and UK airlines, like Ryanair, are legally required to issue refunds within seven days of a cancellation, but just 5% of the Ryanair customers we surveyed reported receiving their money in this time. A far better job than most of its rivals you need to be a subscriber join! Airways angered its customers on advertising to ryanair refund time fund our award-winning journalism thousands of to... Over 90 % of Ryanair customers were accommodated with free flight moves flight. Found that it was almost impossible to use first, unlike other,... A claim in writing via a dedicated refund webform, online to fly at a later.... 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