CONSUMER watchdog Which? claims Ryanair is mendacity about its document for refunding prospects who had flights cancelled as a result of Covid.
The buyer group say the funds airline’s claims about refunding each passenger who booked with the airline till the tip of June are unfaithful – with some prospects nonetheless out of pocket.
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Ryanair boss Michael O’Leary insisted passengers who requested for a refund have had their a refundCredit score: Reuters
The accusation has was a full on spat between the 2 firms, with Ryanair now accusing Which? of mendacity.
Ryanair chief government Michael O’Leary hit again at Which?’s claims on BBC Radio 5 Stay final week that passengers are still waiting for refunds from flights cancelled because of the pandemic, as a substitute insisting “we’ve got refunded everyone who has requested for a refund” as much as July.
However Which? has claimed that is unfaithful and mentioned it has heard from Ryanair prospects who’re nonetheless ready for refunds they requested for journeys grounded as much as six months in the past.
A few of those that requested refunds have obtained vouchers as a substitute, Which? claims.
By sending vouchers within the first occasion even after prospects have requested a refund, Which? mentioned, Ryanair is putting the burden on its prospects to use twice for the cash to which they’re entitled.
Ryanair has claimed Which? is mendacity however the shopper watchdog insisted to The Solar that it has the proof.
‘They might be cheaper however we’ll fly with another person in future’
CAFÉ proprietor Warren, 44, was trying ahead to an Easter break in Tenerife together with his associate and two children when the pandemic hit in March.
The 44-year outdated dad from Hertfordshire instructed The Solar that he requested a refund on 23 March after the flight, as a result of depart on 4 April, had been grounded because of the coronavirus outbreak.
He obtained an e-mail on 28 March confirming his e-mail had been obtained however then heard nothing regardless of chasing on 9 April.
On 11 Could he lastly acquired a response from Ryanair in an e-mail, seen by The Solar, that included a voucher for £2,028.80 however no directions on easy methods to change this for money.
He tried to question this a couple of instances on Ryanair’s on-line chat however the queue was too lengthy after which he noticed tweets exhibiting Michael O’Leary’s feedback to BBC Radio 5 Stay and acquired in contact with Which?.
His cash has since been repaid however solely after Which? intervened.
Ryanair mentioned Warren had not requested a refund regardless of receiving his flight voucher in Could
Warren mentioned: “There was no hyperlink on the backside of the e-mail saying I might refuse the voucher and declare a refund as a substitute.
“Ryanair could also be cheaper and extra handy however we’d now look to search out one other airline first once we can subsequent go on vacation.”
It contacted a number of the prospects who had responded to O’Leary’s BBC Radio 5 Stay feedback on Twitter to say they have been nonetheless owed refunds.
Which? spoke with round 16 prospects and had additionally analysed greater than 12,000 complaints about flight refunds from passengers in July and located that greater than 4 in 10 have been about Ryanair.
There are additionally Fb teams devoted to Ryanair refund complaints with 1000’s of members and several other posts attracting 20 to 50 feedback every in some circumstances from prospects saying they’re nonetheless ready for refunds.
Rory Boland, Which? journey editor, mentioned: “We now have had extra complaints about Ryanair’s dealing with of refunds than every other airline, with some passengers nonetheless struggling to get their cash as much as six months after their flights have been cancelled.
“Airways are dealing with a severe monetary disaster however they’re additionally dealing with a disaster of belief.
“Claiming all passengers who’ve requested a refund have obtained it when that’s not true is hardly going to assist issues.
“Ryanair now dangers including insult to damage by refusing to refund passengers who can not fly this month due to the most recent lockdown.”
However Ryanair has hit again, describing the claims by Which? as “false and malicious.”
A spokesperson for Ryanair mentioned: “All Ryanair passengers who’ve requested a refund since our workplaces reopened on 1 June, have now obtained these refunds.
“There is no such thing as a backlog of refunds.
“Ryanair has additionally put in place a process whereby prospects of unlicensed screenscrapers can apply on to the airline to obtain their refund.
“It’s notable that Which? stays silent on the unlawful behaviour of those screenscrapers who use pretend emails and digital bank cards to overcharge and rip off prospects.”
Beneath EU legislation, which nonetheless applies within the UK, airways should refund passengers within seven days of cancelling a flight from any EU airport as soon as the passenger requests the refund.
Vouchers shouldn’t be robotically issued.
Airways as a substitute are required to acquire the signed consent of passengers agreeing to just accept a voucher.
It’s not the primary conflict between Ryanair and Which?.
The airline frequently options in releases about poor refund companies, additional charges and earlier this yr the patron watchdog complained about claims in an advert by Ryanair the place it mentioned it had the joint lowest carbon emissions per passenger.