RYANAIR customers with canceled flights must wait 12 MONTHS to redeem vouchers for cash.
The low-budget airline has sparked a new rage by sending an email to customers with another change in refund policy.
Ryanair initially authorized customers to request a cash refund at the start of the coronavirus crisis.
The company then started issuing flight vouchers instead and told customers that cash refunds could not be requested until after the coronavirus crisis ended.
In its latest email to customers, Ryanair now states that vouchers will be automatically redeemed for cash if they are not used within 12 months.
The email reads: “You recently received an email with a voucher code with the value of your original reservation.
Does Ryanair operate flights?
RYANAIR has immobilized 99% of its fleet due to the coronavirus pandemic.
The remaining flights operate on an emergency basis only for passengers trying to return to the UK.
The majority of flights from the UK are to Dublin or Cork, with European destinations Eindhoven, Lisbon, Budapest and Cork.
Flights from Dublin are mainly to UK airports, although they also fly to Amsterdam, Brussels, Berlin, Cologne and Lisbon.
The current flight schedule is in place until April 30, although it may be extended.
«Please note that this voucher is valid for 12 months and can be used for your future travel plans.
“Please note that if you do not use the voucher before the expiration date, you will receive a full cash refund.
“In case you use the voucher in part, you will also receive the option of voucher for the balance or a cash refund after the expiration date. “
Ryanair then includes a link at the bottom of the email for customers to accept their voucher.
Some Ryanair customers say they wait up to 10 weeks for a cash refund for their canceled flight.
A frustrated customer tweeted the airline: “I ALWAYS receive emails asking me to accept a voucher that I did NOT request.
“You asked me for DM details a week ago to put me on the cash reimbursement list, which I did.”
“Why do I always receive these emails 10 WEEKS after requesting a cash refund?” “
Another passenger said, “I have now received another email telling me that you will reimburse me if I have not spent the voucher in 12 months.
“I want my refund now. I have already requested a cash refund AND I ask that you subscribe to the list
” No answer. Literally the worst customer service. “
A third tweeted, “Can you tell me how to get a refund for canceled flights?
“Like many others, I received emails telling me that I could request a refund and I followed this process only to retrieve a travel voucher.
“Then your website just sends you around or is too busy!” “
Another client tweeted, ” I don’t know what’s not clear Ryanair – I asked and asked for a refund, but another E-mail received today, speaking again of a voucher – that if I don’t use in 12 month I will then get a refund .. really? ”
Ryanair told the Sun that this email was sent to remind customers of wishing to accept a cash flight voucher.
The airline said passengers can always choose not to accept the voucher and request a cash refund instead.
Ryanair said cash refunds will be processed in a timely manner, but did not give an exact date.
A spokesperson for Ryanair said: “For any canceled flight, Ryanair offers customers all options defined by EU regulations, including free travel and cash or voucher refunds.
“The processing time for cash refunds takes longer because we have to process 10,000 times the usual volume of cancellations and have fewer staff due to social distancing measures.
“Ryanair offers vouchers and free travel because they are automated and would offer customers an alternative.
“Customers who choose not to accept a free move or voucher will be reimbursed in due course once this unprecedented crisis is over. “
Your rights to a Ryanair cash refund
Consumer group Which one? Ryanair breaks the law by not processing cash refunds to customers within seven days.
Which? Customers are also advised not to click on the email link to accept the voucher, as this could lead to passengers waiving their rights to a cash refund.
In the unlikely event that Ryanair goes bankrupt, a travel voucher would not be financially protected.
Rory Boland, publisher of Which? Travel said: “This latest change in Ryanair’s refund policy shows blatant disregard for the many customers who have been suspended by the airline while they are desperately trying to get their money back.
“Ryanair’s repeated attempts to push coupons on customers who have made it clear they want the refund to which they are legally entitled are completely unacceptable.
“It is time for CAA to get tough with the many airlines that openly flout the law and those that play fast and with the rules. “
Request a refund via your debit or credit card
If you have trouble getting your money back from Ryanair, you may be more likely to claim through your debit or credit card provider.
For credit card payments between £ 100 and £ 30,000, you can make a claim under section 75 of the Consumer Rights Act.
To start the process, you must contact your credit card provider directly and indicate that you have not received the service for which you have paid.
For debit card payments or credit card purchases under £ 100, you may be able to make a claim through the chargeback system.
You will need to contact your card provider directly to begin a chargeback request, but since this is not required by law, there is no guarantee that you will be reimbursed.
You must also begin your claim within 120 days of the transaction.
If this fails, you can file your complaint with the free financial mediation service.
Request a refund from your travel insurer
If you have travel insurance, you may also want to consider making a claim with your provider, but this will depend on the type of coverage you paid for.
You will also have to pay a surplus to get your money.
Some insurers have also stopped covering coronavirus cancellations, so check your policy carefully.
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