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Legal matters

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Original poster

Ryanair are ignoring me

20 replies

49andFruity · 30/04/2019 12:34

Under the EU law, Ryanair are legally obliged to give me a refund of EU220 due to a massive delay due to a dodgy engineering job on one of their aircraft.

Firstly RA have made it very hard to apply for the refund as their form doesn't work. As a result you basically have to send them a note on a contact us form. Then they moved their contact us to a minute corner of their home page.

Their customer service is awful, they don't respond and it is now 7 weeks and I don't have my refund.

Is there anything I can do? I can't just let Ryanair get away with this.

OP posts:

prh47bridge · 30/04/2019 14:24

Ryanair are well known for not paying compensation when it is due. They continue to behave as if they are above the law.

You have three options:

Make a strong complaint to the CEO
Go to Aviation ADR. This is an alternative dispute resolution scheme
Take legal action

A complaint to the CEO will probably be picked up by an executive team rather than customer services so may work.

Last year, Which? criticised Aviation ADR for poor performance so you may want to avoid that.

If you want to take legal action you must first write to them giving a reasonable deadline for them to pay up and saying you will take legal action if they don't.

wellhelloyou · 30/04/2019 14:32

We had a refund due and I had to fax the documents from England to Ireland eleven times (as they kept saying they didn’t receive them)

I phoned every two to three days. I didn’t give up and eventually received the refund. Took nearly three months but worth it.

MoreSlidingDoors · 30/04/2019 14:33

Their customer service is awful

They’re famous for it. What do you expect when a flight costs 58p?

NoBaggyPants · 30/04/2019 14:37

Ryanair no longer take part in ADR.

Where did the flight originate, and what was the given reason for the delay? If you don't know the reason give us more specific details and I'll try to look it up.

Do you mean a refund or do you mean compensation under EU261?

lavenderlove · 30/04/2019 14:43

Hi I had this problem. Tell them you will have no choice but to publicly ask for a response via twitter if they do not respond. Got a response back the same day saying I would be getting my refund!

Bluntness100 · 30/04/2019 14:50

Don't bother writing to the ceo. Simply one of thr admin assistants whose job it is to deal with the thousands of emails that come to that inbox daily, from begging letters, to complaints, to requests for jobs, to whatever will forward it to customer services. So it will go to the same place but take longer,

Really I'm always surprised that people think writing to the ceo is a positive and there is some weird exec team Reading rhe emails. There never ever is. It's glanced at and forwarded.

Does anyone in their right mind think that the email address of the ceo is one that's publicly known or can be guessed at? Normally it's changed in some way, so their name, with some special characters added in, to make it unknown and unguessable. Some of them even use made up names,

These guys gets millions of emails, from everyone thinking it's cool to send a complaint, or ask for a job, or beg for money, or offer free goods so the ceo can be seen using or wearing them, you think of something someone could ask them for, and I can assure you they are getting emails asking for it, so thr publicly known email address is always always fake.

MIA12 · 30/04/2019 14:52

Actually Bluntness100 I’ve always had very good results in a timely manner when I’ve become exasperated enough to email a CEO. It’s well worth a try if other avenues haven't worked.

prh47bridge · 30/04/2019 15:00

Ryanair no longer take part in ADR

My apologies. On checking, I see that AviationADR stopped taking new Ryanair claims from 30th November last year.

And I disagree with Bluntness100. Of course the CEO's email address doesn't usually go to the CEO direct. But it usually goes to an executive complaints team that, in most cases, will act more decisively than the normal customer support team. Bluntness100 says there never is such a team. That is provably wrong. I have interacted with a number of such teams.

Original poster

49andFruity · 30/04/2019 16:01

Compensation under eu261
The flight was delayed 12 hours due to engine problem.

OP posts:

BirdieInTheHand · 01/05/2019 09:04

I disagree bluntness I've worked as general counsel in several MNCs. Issues would often land on my desk as a result of someone emailing the CEO directly.

It'd be very rare for a complaint to be escalated up to me, but not uncommon to be passed down.

Original poster

49andFruity · 01/05/2019 16:37

Usually I would say the top banana too but in this case the CEO seems to be the one driving the low standards at the airline so I doubt very much he'd be arsed if an email from me dropped on his desk.

OP posts:

prh47bridge · 01/05/2019 17:16

It probably won't drop on his desk. The question is whether they have an executive complaints team or similar that pick up things addressed to him. Many companies do. I don't know whether or not Ryanair is one of them.

BubblesBuddy · 01/05/2019 19:35

You surely know that flying Ryanair is a risk. They are awful. I wouldn’t expect much I’m afraid - they are hardly known for their customer service!

tinstar · 02/05/2019 05:17

Bluntness - on the contrary. We had a claim drag on for months with another airline. Eventually contacted the CEO and money was refunded within two days.

Original poster

49andFruity · 02/05/2019 06:44

I have never flown Ryanair and I don't intend to start. This was a school trip that my DS was on.

OP posts:

DonkeyHohtay · 02/05/2019 07:39

If it was a trip your son was on, did you book the ticket and pay for it? Is it the "lead passenger" who has to claim?

Ryanair really are crap for this sort of thing, it's the trade off for very cheap flights. But they can't wriggle out of their legal obligations. We claimed under the EU regulations when our flight to the Canaries landed 4 hours late last October due to the fact "the incoming flight arrived late". This was Thomas Cook and they made it so easy to get the compensation - very easy to find the form on their website, and they even offered more than the minimum if you took the payment in holiday vouchers.

Keep plugging away OP and yes, get on social media and remind everyone else how crap they can be.

LeatherFace · 02/05/2019 08:59

Really I'm always surprised that people think writing to the ceo is a positive and there is some weird exec team Reading rhe emails. There never ever is. It's glanced at and forwarded.

Literally my job. Sadly not in Ryanair. I am in a small team that solely deals with complaints to the CEO, Chairman and Board.

pineapplepatty · 02/05/2019 09:16

Ryanair refuse to pay.

I went through Revolver with Thomas cook and got paid within two weeks but I'm sure Ryan sir just refuse.

caughtinanet · 02/05/2019 09:27

You must have worked in a hell of a lot of top jobs to be so knowledgeable about how every business operates.

You really know that for a fact about all companies? Every single one?

Original poster

49andFruity · 02/05/2019 09:37

Our travel company was told that we have to claim individually for our DC's refund.

OP posts:

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