Ryanair pledges to make compensation claims easier

Ryanair has pledged to make it easier for passengers to claim compensation when flights are delayed or cancelled.

Ryanair pledges to make compensation claims easier

The Dublin-based carrier will establish a dedicated team to process valid EU Regulation 261 claims in 10 days.

It has also committed to help disrupted customers find out what their options are using the Ryanair website or app rather than forcing them to call a helpline.

About 700,000 passengers were affected when Ryanair cancelled flights between September 2017 and March 2018 after it mismanaged pilots’ annual leave.

Ryanair chief marketing officer Kenny Jacobs said the airline wanted to “take away anxiety” and “make it as simple as it possibly can be”.

“We’re making a promise to customers that all EU261 claims will be processed within a maximum of 10 days. Currently this is 28 days.”

If less than 14 days’ notice is given for a cancellation, airline travellers can claim up to €250 under Regulation 261, depending on the timing of the alternative flight.

Only about half of all passengers entitled to a payout make a claim and Mr Jacobs said Ryanair was “looking at” making the process automatic.

The airline was accused by the Civil Aviation Authority (CAA) of not complying with the law in relation to what it told affected passengers they were entitled to during the pilot shortage.

The CAA claimed the airline did not initially inform them that they were entitled to be re-routed by other carriers under EU261 rules.

Ryanair responded by emailing customers to clarify their rights. It told them they could receive a refund or be transferred to other flights or travel by trains, buses or car hire.

More in this section

Puzzles logo

Puzzles hub

Cookie Policy Privacy Policy FAQ Help Contact Us Terms and Conditions

© Irish Examiner Ltd