Ryanair responds to aviation authority requirements

Update 4.22pm: Ryanair has announced that the company has fully responded to requirements imposed by the Irish Commission for Aviation Regulation and the UK Civil Aviation Authority to clarify customer entitlements in the wake of "deeply regretted" cancellations.

In a statement released today, Ryanair said representatives met with CAR to ensure that customers are fully aware of their rights and entitlements, including full refunds, or re-accommodation onto other Ryanair flights or other comparable transport options with reimbursement of reasonable out of pocket expenses.

Ryanair has issued an email to all affected customers detailing their rights and a press release outlining how and when they will be re-accommodated.

Their FAQ has also been updated.

Customers can avail of a refund from Ryanair for a disrupted flight or can be moved to the next available Ryanair flight on the same route, or from a suitable alternative airport.

The customer can also be re-accommodated on Ryanair's agreed disruption partner airlines: Easyjet, Jet2, Vueling, Cityjet, Aer Lingus, Norwegian or Eurowings airlines.

Alternative transport may also be used on a case by case basis.

Ryanair’s Kenny Jacobs said:

“We apologise again sincerely for the disruption and inconvenience our rostering failure has caused some of our customers. Over the past week we have refunded/reaccommodated over 97% of the customers affected by the 18th September cancellations.

This week (by close of business on Sun, 1st Oct), we will have reaccommodated/refunded over 90% of the 400,000 customers who were notified of schedule changes (on flights between November 2017 and March 2018) on Wed 27th.

In addition, every single affected customer has received a travel voucher for a €40 one way flight (€80 return) for travel in October to March.

We have restored the reliability and punctuality of our flight operations. Over the past 7 days we have operated over 15,000 flights with over 96% of our first wave morning departures operating on time, or with zero flight cancellations.

We have taken on extra customer service staff and are moving now to process and expedite all EU261 claims from affected customers. We are committed to processing all such claims within 21 days of receipt and hope to have all such claims settled before the end of October.”

Earlier: The Taoiseach has said he expects Ryanair to ensure that passengers' rights are protected.

The airline has until 5pm to sort out compensation for thousands of passengers whos flights have been cancelled.

The UK's Civil Aviation Authority has accused Ryanair of not giving people the right advice on what they're entitled to.

Leo Varadkar said our Commission for Aviation Regulation would have to step in if Ryanair doesn't do its job properly.

"People's and passenger's rights need to be protected," he said.

"If anyone has had a flight cancelled - any airline, in this case Ryanair, needs to provide them with an alternative way of getting where they need to go.

"I'd absolutely expect the airlines to do that and if they don't do that I'd expect the Commission for Aviation Regulation to make sure they do," he said.


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