Ryanair

In addition, I bought a travel insurance for my flights, and after covid 19 cancellations, Ryanair informed me that they will refund the flight cost excluding the travel insurance cost. Their response was that because I could use the travel insurance for compensation. But then, when I asked if I can get compensation, they told me that according to the terms and conditions, I cannot get compensation for the cancellation. So they kept the insurance amount, even though there is no way to use the travel insurance!! This is fraud... I imagine how much money they made from the travel insurance of millions of travelers that never used this travel insurance!

One of the main reasons seen for a delay or cancellation is – “adverse weather conditions” and when you ask the airline for a full explanation, they just dismiss you. I was booked on a Ryanair Flight number FR1783 on Wednesday 27 December 2017 departing from Bordeaux at 18.00 flying to Stansted. After various delays the flight was cancelled at 19.53. The reason given was “adverse weather conditions”. There had been snow at Stansted that morning and the runway was closed for a period of time but the runway was open from 12.51. So when Ryanair cancelled the flight the runway had been open for some 7 hours. So, I was confused that adverse weather had caused the cancellation.

I wrote to Ryanair on many occasions requesting an explanation as to how the flight was cancelled due to adverse weather conditions but basically, they just dismissed my communications and just kept saying -: "due to adverse weather conditions”. I was not satisfied with their responses because I felt it was an operational decision and not directly due to adverse weather conditions and decided to take legal action under European legislation – Small Claims Court. I have attached the following brief details: -

3. General Form of Judgment or Order dated 12 May 2020 where Judge Hallett upon hearing the Claimant in person, hearing Counsel for the Defendant by remote telephone hearing and Judgement for the Claimant for 250 Euros to be paid by 4.00pm on 12 May 2020.

So, after hearing the evidence given by both parties, Judge Hallett found that the Defendant did not prove their case and found in my favour. So, the flight was not cancelled due to adverse weather conditions but it was an operational decision! I feel that on many occasions airlines have used this excuse to save them paying compensation. All other passengers on that flight were due compensation! If you want full details, please contact me. Email – ** Keith **

I found that not only do I have to pay the difference in any flight fares but that I cannot choose any flights that are cheaper than what I originally booked. The issue here, is not that I wouldn't get any money back, it's that I actually cannot avoid paying additional fees unless I can find the exact same fare for any date before 31st August. On speaking their support team, they confirmed that I cannot choose any flights that are less than what I paid originally, it has to be the exact same fare, or more. I cannot understand this policy. The only reason I can imagine is to make more money from this, as I didn't expect a refund for the difference, I just don't want to pay more.

The next issue, is that I have to pay for seat selection. Gone is the option to chose randomly allocated seats. To progress with the re-booking, I actually have to pay for selected seats. Even though, I paid an additional €16 for seat selection in my original booking. That disappears and I have to pay for additional seats, I have no choice. I physically cannot continue with re-booking without paying for seats. So to re-book my flights there is absolutely no way around paying more money. It is not possible.

Ryanair's marketing ploy of telling us all they are supporting passengers at this time by allowing us to change flights for free, is actually a revenue generating ploy. They have imposed a system which ensures that people have to pay more for the flights. Which we all know won't be taken before the end of August so not only do you lose your original fare, you are forced to pay more money for flights that you know you will not be taking.

I find it really disappointing that they are allowing such flights to continue in the first place. I sincerely hope that Ryanair continuing that flight does not mean that people will still take the flight for a holiday - there is absolutely nothing stopping them. I suppose it should feel more shocking than it does that Ryanair has implemented something to actually make more money at a time like this. But all the same, I really think the Irish public should know that this is how this company is handling this situation.

Trying to get a refund for cancelled flight (not compensation just money owed for no flights) is like getting blood out of a stone. They make you jump through numerous hoops for weeks before in the end sending an unasked for voucher for use within next 12 months (for one the flights - silence on the other). They then make you go through process of reapplying for refund - some time in future - but this is impossible as no one answers the online chat or phone. I have spent dozens of hours trying. They do not reply to emails, letters, phone calls or online chat. The worst customer service I have ever encountered. I would avoid using this airline like the plague.