If you’re a passenger of budget airline Ryanair and got caught with a flight cancellation because of the coronavirus pandemic, you’ll need to wait until the crisis is over before you get a cash refund.
Ryanair has also offered vouchers or alternative flights at a later date for those who had their previous or planned flight canceled because of the outbreak.
EU and UK law states that airlines and package providers need to fully refund customers within 14 days should the trip be canceled. But the Dublin-based carrier had just cut the wages of some of its employees last month and placed pilots and cabin crew on the Irish Temporary Wage Subsidy Scheme, the Irish government’s version of a furlough scheme.
And while they’re in the process of arranging refunds, the budget airline said that social distancing measures have created a large backlog and that a few customers may not get their money until “this crisis is over.”
Needless to say, this news has not been met with much enthusiasm especially since a few have been waiting 5 weeks for a refund only to be given vouchers.
On unhappy customer wrote on social media: “So @Ryanair have decided to give me a voucher despite me being in a queue for a refund for a month! And if I want to get a proper refund I need to wait online to speak to a chatbot, which is only available during the day. Give me my money back.”
Sharing a photo of Ryanair’s FAQ page on their website, another customer wrote: “What nonsense is this? @Ryanair – four weeks after I’ve already requested a refund, you’re telling me I’m not entitled to my own money?”
A third said: “Scandalous behavior and attitude from @Ryanair. Applied for a refund 5 weeks ago for flights that were canceled and got 3 emails back asking to bear with them as they were overwhelmed with requests. (Fair enough) They then send an email today offering a travel voucher.”
An email from Ryanair reads: “Please note that as our customer care agents are required to work from home to limit the spread of Covid-19 virus, payment security restrictions prevent us from processing refunds as quickly as we would like to.”
Speaking to the Mirror, a Ryanair spokesperson said: “For any canceled flight, Ryanair is giving customers all of the options set out under EU regulations, including free moves and refunds in the form of cash or vouchers.
“The processing time for cash refunds is taking longer due to the fact we are having to process 10 times the usual volume and have fewer staff available due to social distancing measures.
“Ryanair is offering vouchers and free moves as these are automated and would give customers an alternative.
“Customers who choose not to accept a free move or voucher will be refunded in due course, once this unprecedented crisis is over.
“We apologize for any inconvenience this may cause and we thank our customers for bearing with us.”
Replaced!