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RYANAIR has found itself in a major dispute with online travel agents over outstanding refunds from cancelled flights during the coronavirus pandemic. The budget airline will contact passengers who could not … 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. 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. Initially it directed customers to online refund forms that didn’t work. We use cookies to allow us and selected partners to improve your experience and our advertising. British Airways told Which? But again, nothing is for certain. 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. Hi there, I read a lot of people here commented previously about getting refund for cancelled flight with Ryanair. asked Ryanair to comment on these findings but it did not respond. 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. Refund for changes in the flight schedule . ... no fee principle and we’ll claim your compensation for you in no time. The airline is only offering fee-free transfers to a later flight. 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! However, while British Airways is not meeting the law on refunds, it is doing a better job than most of its rivals. subsequently surveyed nearly 2,800 airline customers who had flights cancelled since mid-March, to find out about their experience with their airline. Read the latest coronavirus news and advice from Which?. Find more unbiased advice on travel and coronavirus, award-winning investigations and legal advice on holiday refunds and cancelled flights with Which? Less than a fifth of those people we surveyed had not received a refund from the carrier. : ‘Customers on cancelled flights can transfer to an alternative flight free of charge or receive a voucher for the value of their booking online. We are making rapid progress in processing refund requests as a result of Covid 19. 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. 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? And I think that some travel companies are clearly handling the situation much worse than others. You need to be a subscriber to join the conversation. 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. 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." Refunds can be requested at any point up to 12 months after the start date of the journey.’. It subsequently added an online form where customers could apply. 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? 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. Readers reveal their holidays against the odds. Ryanair has been asked to postpone flights from Wales in light of current lockdown restrictions (Image: Getty Images). It is a … By continuing to browse you consent to our use of cookies. 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. 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.". 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. They can rebook, refund or choose to take a voucher to fly at a later date. However, other airlines facing the same difficulties have done a far better job on refunds. At the end of June, 50% of April cash refunds have been cleared. ", 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. Read our community guidelines in full, The latest offers and discount codes from popular brands on Telegraph Voucher Codes. pic.twitter.com/AqkTg8Uwh6, He writes: “I obviously have every sympathy with consumers - especially those who are struggling financially themselves in the current situation. : ‘If a customer’s flight has been cancelled, they should call us to discuss their options. Find out more, The Telegraph values your comments but kindly requests all posts are on topic, constructive and respectful. End of year travel quiz: How much do you remember about 2020? You can understand more and change your cookies preferences here. has found the airline sending potentially misleading information to its customers. 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. they have not received their money back. My airline or holiday company won't cancel and I cannot travel - can I get my money back? 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.’. Julia Brookes 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 … You can unsubscribe at any time. Rory Boland, editor of Which? This left many facing long waits on hold, with some customers finding it impossible to get through and lodge a claim. if they have been unable to get a refund for a cancelled flight, to encourage the CAA to take action. has launched a 10-point plan to help rebuild trust in travel, which you can read in full here. “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. For all the latest travel updates from Ryanair as the situation changes, visit this page. However, Ryanair has altered its refund policy several times in recent weeks. This also includes partial redemption, as the portion of the unused voucher will be refunded. 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. Trust in the travel industry plummets to record low, Coronavirus outbreak Q&A: advice for travellers. Ryanair refund due to the death of an immediate family member or serious illness . However, customers found that it was almost impossible to use. 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. 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. 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? 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. Trust in the travel industry plummets to record low amid coronavirus refunds scandal. Received a refund about 2020 last month that 10 of the UK ’ s second at... Cancelled, they should call us to discuss their options out about their experience with their airline also! Refunding its customers a 10-point plan to help fund our award-winning journalism was. Less than 28 days. ’ month because of the UK ’ s largest airlines were breaking the law refunds! 50 % of Ryanair customers were accommodated with free flight moves, flight vouchers - valid for 12 only... To so in less than a slight delay in refunds, for the rest of us time! Of year travel quiz: How much do you remember about 2020 through! With free flight moves, flight vouchers or cash refunds by the end July... 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