![]() ![]() Two-thirds (66 per cent) of BudgetAir customers said they’d waited over six months for a refund. Yet MSE points out that the law says you should get a refund for cancelled flights within seven days, and for cancelled package holidays within 14 days, so the vast majority should have been refunded much more quickly.Īmong the big names, 38 per cent said they’d waited over six months for a refund from as did 37 per cent of Teletext Holidays customers and 33 per cent of Ryanair travellers. Some 38 per cent said they’d waited at least three months. Overall, MSE said 15 per cent of those chasing a refund waited over six months – and in many cases, these people are still waiting. Meanwhile, the study also found that one in seven of those who’d had a trip cancelled and have got or are seeking a refund had to wait over six months for their cash back. We call on customers to always book directly.’ ‘To help these customers Ryanair launched its Customer Verification process in July. ![]() The airline said: ‘Unfortunately many online travel agents provide Ryanair with fake customer contact and payment details, which resulted in thousands of customers being unable to obtain their flight refunds during the Covid crisis, as many of these unauthorised screen scrapers held their cash for months. Which? says under EU law, airlines should only issue vouchers in lieu of refunds with the customers’ signed consent.Īnother issue with refunds, according to Ryanair, is screen-scraper websites. Michael O’Leary wasn’t aware of these cases when he made his comments ![]() In an investigation last month, consumer champion Which? cited the example of one Ryanair passenger who was sent a voucher after his flights to Tenerife were cancelled, but with no instructions on how to exchange this for cash as the link to do this was not included on the voucher email.Īnother passenger whose flights to France were cancelled claimed he received a voucher and clicked the link to reject this for cash – but only received his refund after Which? intervened. This misalignment firstly seems to be the result of the airline issuing vouchers to trigger refunds and some passengers then struggling to process them. So why does Ryanair keep performing badly in surveys about refunds if it’s doing such a sterling job of issuing them? Ryanair has strongly defended its refund track record, with CEO Michael O’Leary last month saying that ‘every single customer who has requested a cash refund has now received it from March, April, May, June and July’. Meanwhile, Jet2 Holidays (64th) and Jet2 (63rd) were the firms that had paid out the highest proportion of refunds, according to the study, with 89 per cent of customers with bookings cancelled saying they’d had their money back with both brands.Īnother big firm that did well in the research was Hays Travel (54th), with 73 per cent reporting they had been refunded by them. Just three per cent of its customers said they’d had a refund. STA Travel (second-worst) also stopped trading in August. Of the 74 respondents who’d had trips cancelled by package holiday provider Fleetway (ranked worst), not a single one told MSE they’d had a full refund – although the firm went into administration in July. In addition, Ryanair says there have been issues with refunds for passengers who have booked through screen-scraping websites (more on this in our boxout below). Under EU law, airlines should only issue vouchers in lieu of refunds with the customers’ signed consent. The misalignment between this defence and poor showings in refund surveys (in previous MSE studies, for instance) appears to result from the airline issuing vouchers to trigger refunds, which some passengers have struggled to process. Ryanair has strongly defended its track record on issuing refunds for cancellations – saying all customers between March and August who had requested cash refunds have had them processed. Also faring badly was Teletext Holidays (ninth-worst) on 12 per cent, Love Holidays (seventeenth-worst) on 32 per cent and Ryanair (eighteenth-worst) on 33 per cent. It showed that just eight per cent of (seventh-worst) customers said they’d had a refund from for a cancelled trip. The survey, which had 42,563 consumer responses, was carried out by (MSE) – its third this year looking at travel refunds. Source: . *means the firm has now stopped trading – some other firms listed may also have stopped trading. % who have received full refund from firm ![]()
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