Ryanair Refunds

Lex Luthor

a poll was suggested by another poster on trying to get an idea of what kind of waiting times people had been waiting for the refunds from Ryanair when presented with the option

I'll stick up a few options and when people get them, could they let us know...only vote if you got your refund and base the timeline from when you requested the refund, not the date of the flight

Thanks

theteal

Still waiting. . . .since 22nd March when forms were successfully submitted.

Caranica

I've gone for more than 4 weeks because there's no "it's complicated option".

My flights to and from Italy were cancelled on 10 March. I got two separate emails. Opted for refund on first one, money refunded to PayPal instantly.

Second email came in and the amount was funny, between the two flights I was down over €22. Nonetheless I decided to click refund and fight for the balance after. Refund button wouldn't work. Clicked to bring me into the form. That wouldn't accept my booking reference. Got on to them on Twitter and they sent me a different form on 11 March which I returned straight away. They also told me that the refund would be for the full balance.

Got someone on their live chat on 30 March who told me it was a PayPal problem, I pointed out that the first refund was instant. They said it would be another 28 days, I pointed out that it had been 3 weeks already, basically that was tough.

Then last week I got an email with a voucher and it said if I wanted a cash refund I'd have to wait until the pandemic was over. It will be 6 weeks next week so I'm off to the CAR as per advice from the European consumer centre. I've already raised two formal complaints with Ryanair.

Tried to dispute the payment with PayPal but they wouldn't entertain me.

spurious

20 working days is what their message says. I wouldn't be surprised if it was more, but I would be very surprised if it was less.

Technocentral

spurious wrote: »

20 working days is what their message says. I wouldn't be surprised if it was more, but I would be very surprised if it was less.

25 and counting for us.

woodchuck

We filled out the refund form on 20th March. We've gotten a couple of emails from them about the backlog and that we're in a queue, but no refund yet.

.G.

I'm on the 19th working day, excited for tomorrow! Not.

JimmyVik

Over 30 days and counting. Actually Ive lost count. All they've sent are meaningless emails about how busy there and government restrictions hampering them.
I dont think anyone has got money back from Ryanair from a cancelled flight at all.
Noone I know anyway. That poll should be changed to "over 4 weeks and nothing".
And an option saying "Has anyone got a refund yet?"

Lex Luthor

I tried to change the poll but doesnt look like I can to take in other requests. Looks like we have a few already that got refunds.

Sammy2012

Applied the 20th of March and have received one email since to say they are working on the backlog. I'm not in any rush for it but it is very slow.

Mr rebel

I’m totally disgusted.
I filled out their refund form on March 15th and over the course of the last month, received at least two emails apologising for the delay in processing the refund (fair enough).
Then earlier tonight, I got an email from them issuing me a voucher which I did not apply for, with a link in the email to apply for a refund if I want that instead but I’m sure that means being put right back to the end of the queue again and not hearing from them until God knows when.

Disgusting that they allow people to apply for a refund but will still fob you off with a voucher anyway at the end of the process(which is only valid for a year too...how is this even allowed?)
So yeah I reckon those lucky few who got refunded did so before mid-March and now the rest of us have to make do with vouchers.

Lex Luthor

Mr rebel wrote: »

So yeah I reckon those lucky few who got refunded did so before mid-March and now the rest of us have to make do with vouchers.

I dont think so, they are just preying on you hoping you have waited this long that you will now accept the voucher

Hopefully those you want their refunds can stay strong

Can you reply to the email to stating you had already requested the refund a month earlier?

njburke

Same here, applied for refund two weeks ago for a cancelled flight.

I received an email tonight with a voucher code.
A link in the email that you click on if you want the refund brings you off to a page about the voucher.

How do I refuse the voucher and insist on a refund?

Lex Luthor

njburke wrote: »

Same here, applied for refund two weeks ago for a cancelled flight.

I received an email tonight with a voucher code.
A link in the email that you click on if you want the refund brings you off to a page about the voucher.

How do I refuse the voucher and insist on a refund?

when you applied for the refund a couple weeks ago did you get an email confirming it?

njburke

Lex Luthor wrote: »

when you applied for the refund a couple weeks ago did you get an email confirming it?

I didn't get an email confirming any detail of the refund such as the amount etc. Just an email saying I was in a queue.

Sammy2012

I just got the email saying they are offering me a voucher instead of a refund. Not impressed. Applied for my refund 4 weeks ago and this is now what I've gotten.

Lex Luthor

Sammy2012 wrote: »

I just got the email saying they are offering me a voucher instead of a refund. Not impressed. Applied for my refund 4 weeks ago and this is now what I've gotten.

cant do that afaik, I wouldnt accept it

where's Conor Pope when you need him

yankinlk

Merge threads. At least 3 now. No one has posted here that a refund was ever received.

woodchuck

I got the same email about the voucher with the voucher code this evening. It also states:

If you do not wish to accept this voucher option and wish to move your flight or request a refund, please click here to contact us.

When we clicked the link, the vast majority of the page is about reclaiming your voucher, however it does also state the following in there:

You can request a cash refund however bear in mind we will place your request in the cash refund queue until the COVID-19 emergency has passed.
We highly recommend using the refund voucher as these are readily available and you can book flights on all Ryanair Group airlines in over 200 destinations in Europe and the Middle East.

They don't make it clear HOW to request the cash refund (despite already filling in the form a month ago...), but we clicked the "chat now" at the bottom of the page. After about a half hour wait, we got through to an agent on the chat. Again, he tried to push the voucher. But we insisted we wanted the refund. He made it clear that we'd be waiting until after the Covid-19 situation to get the refund, but we told him we we're ok with that. So now we're (back?) in the queue for a refund.

They're really REALLY pushing the vouchers, but the option is still there for the refund. I don't even mind waiting, so long as we get it. A bit pissed off that we had to do the live chat thing to be put into the queue though, even though we already thought we were in the queue after filling in the online form a month ago! They're just making it as awkward as possible in the hopes that people will give up and just accept the voucher...

yankinlk

woodchuck wrote: »

I got the same email about the voucher with the voucher code this evening. It also states:



When we clicked the link, the vast majority of the page is about reclaiming your voucher, however it does also state the following in there:



They don't make it clear HOW to request the cash refund (despite already filling in the form a month ago...), but we clicked the "chat now" at the bottom of the page. After about a half hour wait, we got through to an agent on the chat. Again, he tried to push the voucher. But we insisted we wanted the refund. He made it clear that we'd be waiting until after the Covid-19 situation to get the refund, but we told him we we're ok with that. So now we're (back?) in the queue for a refund.

They're really REALLY pushing the vouchers, but the option is still there for the refund. I don't even mind waiting, so long as we get it. A bit pissed off that we had to do the live chat thing to be put into the queue though, even though we already thought we were in the queue after filling in the online form a month ago! They're just making it as awkward as possible in the hopes that people will give up and just accept the voucher...

I will use that chatbot link for my flight too. Do I have to wait for BOTH flights vouchers as this email was only for the first flight, still waiting for the 2nd flight email voucher....

Sammy2012

woodchuck wrote: »

I got the same email about the voucher with the voucher code this evening. It also states:



When we clicked the link, the vast majority of the page is about reclaiming your voucher, however it does also state the following in there:


They don't make it clear HOW to request the cash refund (despite already filling in the form a month ago...), but we clicked the "chat now" at the bottom of the page. After about a half hour wait, we got through to an agent on the chat. Again, he tried to push the voucher. But we insisted we wanted the refund. He made it clear that we'd be waiting until after the Covid-19 situation to get the refund, but we told him we we're ok with that. So now we're (back?) in the queue for a refund.

They're really REALLY pushing the vouchers, but the option is still there for the refund. I don't even mind waiting, so long as we get it. A bit pissed off that we had to do the live chat thing to be put into the queue though, even though we already thought we were in the queue after filling in the online form a month ago! They're just making it as awkward as possible in the hopes that people will give up and just accept the voucher...

'll log on to that chat thing tomorrow and see what they say. They are unreal. But I can understand where they are coming from too. But in saying that the fact that they are making it so hard for me to get it will make them more determined to get my redund.

woodchuck

yankinlk wrote: »

I will use that chatbot link for my flight too. Do I have to wait for BOTH flights vouchers as this email was only for the first flight, still waiting for the 2nd flight email voucher....

We actually waited until both of our flights were cancelled so that we only had to fill in the refund form once (about a month ago). So we just got the one email with the one voucher code for the total amount.

I assume you can either request the first refund now or wait to request the two of them together. I didn't see anything about a time limit to apply for the refund.

It was an actual human we were talking to though (as far as we could tell!), as opposed to a chat bot. So just make sure to do the "chat now" during the following hours in order to talk to a human:
Mon-Fri 06:00 - 21:00 GMT
Sat 08:00 -18:00 GMT
Sun 09:00 - 18:00 GMT

We also requested to have a copy of the conversation emailed to us as a record, which we have received.

Sammy2012

woodchuck wrote: »

We actually waited until both of our flights were cancelled so that we only had to fill in the refund form once (about a month ago). So we just got the one email with the one voucher code for the total amount.

I assume you can either request the first refund now or wait to request the two of them together. I didn't see anything about a time limit to apply for the refund.

It was an actual human we were talking to though (as far as we could tell!), as opposed to a chat bot. So just make sure to do the "chat now" during the following hours in order to talk to a human:
Mon-Fri 06:00 - 21:00 GMT
Sat 08:00 -18:00 GMT
Sun 09:00 - 18:00 GMT

We also requested to have a copy of the conversation emailed to us as a record, which we have received.

That's a good idea about the chat record. Will do that too.

woodchuck

Sammy2012 wrote: »

That's a good idea about the chat record. Will do that too.

We also copied and pasted it ourselves just to be on the safe side, but they did send the conversation on to us to be fair to them.

Joekers

Also awaiting refunds for 2 flights, was flying into one location and out of another within the week.

Have received numerous emails explaining the delay etc.

Does anyone know if they refund change flight fees ? Had booked an original date but then paid to change just before Corona exploded.

polarbearhead

How do you get past the chatbot and talk to an actual human??

Dempsey

Surely they can be reported for offering voucher codes instead of refunds and told to stop that practice?

BanditLuke

Just worked it out there. 24 working days and counting since i applied for refund. I won't be accepting any vouchers.

Has anyone actually recieved a full refund into their bank account yet?

Mr rebel

Lex Luthor wrote: »

I dont think so, they are just preying on you hoping you have waited this long that you will now accept the voucher

Hopefully those you want their refunds can stay strong

Can you reply to the email to stating you had already requested the refund a month earlier?

This is what it says regarding the refund option;

“ You can request a cash refund however bear in mind we will place your request in the cash refund queue until the COVID-19 emergency has passed.
We highly recommend using the refund voucher as these are readily available and you can book flights on all Ryanair Group airlines in over 200 destinations in Europe and the Middle East.”

In other words, “good luck if you are going to keep trying for that cash refund, for being uncooperative we are putting you in the bad queue and we don’t have a clue when you’ll be refunded...maybe at the end of this year, maybe next year, who knows!”

dpat1l

As far as I know they're not obliged to give refunds under the circumstances. Voucher is an offer to remedy I'd imagine it would be viewed because if they refund everyone the company would go under. Due to fly next month which obviously won't be happening, flights still showing as confirmed so not expecting anything back, is rather have a cheap airline to fly with in the future than a refund now that won't pay for flights elsewhere.

woodchuck

polarbearhead wrote: »

How do you get past the chatbot and talk to an actual human??

We clicked the "chat now". Initially there was a bot, but one of the things it said was "Please enter your question or enter 'help' for assistance." So we typed help, filled out some of the questions (some drop down options, entered booking ref, our query etc) and then just waited... about a half hour later, we had a human!! I was actually amazed we got through to someone tbh.

thomasm

Applied for refund weeks ago, got email apologising for delay now have got email offering voucher and saying I need to wait until after Covid Emergency to get refund

“You can request a cash refund however bear in mind we will place your request in the cash refund queue until the COVID-19 emergency has passed”

Not impressed, they cancelled the flight and offered the refund option

Sheep Shagger

dpat1l wrote: »

As far as I know they're not obliged to give refunds under the circumstances. Voucher is an offer to remedy I'd imagine it would be viewed because if they refund everyone the company would go under. Due to fly next month which obviously won't be happening, flights still showing as confirmed so not expecting anything back, is rather have a cheap airline to fly with in the future than a refund now that won't pay for flights elsewhere.

Incorrect.

Under EU law if a flight is cancelled they have to offer you a refund or a credit. They have broken the contract.

Now they can make you wait months for the cash in an attempt for you to cave in and take the credit note instead, but they have to refund you if you are prepared to wait.

Nigel Fairservice

I got the email tonight will the offer of a voucher, valid for 1 year. I might be more inclined to take the voucher if was valid for a longer period of time or adding on 10%. Maybe next time I book a flight with them I'll offer them an IOU instead of paying up front.

Cian59

Would there be any use looking at a visa chargeback?

CantGetNoSleep

Sheep Shagger wrote: »

Incorrect.

Under EU law if a flight is cancelled they have to offer you a refund or a credit. They have broken the contract.

Now they can make you wait months for the cash in an attempt for you to cave in and take the credit note instead, but they have to refund you if you are prepared to wait.

They also can't make you wait under EU law but the Irish regulator is probably sitting out his back garden sipping cans.

You'd almost tolerate a bit of delay but the latest response people are getting, while not surprising, takes the piss. Fair play for Ryanair to try it, but being allowed to do so and blatantly ignore a very clear rule is the problem here


"reimbursement within seven days, by the means provided for in Article 7(3), of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant,"

Dempsey

Sheep Shagger wrote: »

Incorrect.

Under EU law if a flight is cancelled they have to offer you a refund or a credit. They have broken the contract.

Now they can make you wait months for the cash in an attempt for you to cave in and take the credit note instead, but they have to refund you if you are prepared to wait.

How are they entitled to make ppl wait as long as they see fit?

Sheep Shagger

Cian59 wrote: »

Would there be any use looking at a visa chargeback?

Can't hurt while you wait for the airline.

As above the regulator should step in to speed up the process- but they won't.

BanditLuke

dpat1l wrote: »

As far as I know they're not obliged to give refunds under the circumstances. Voucher is an offer to remedy I'd imagine it would be viewed because if they refund everyone the company would go under. Due to fly next month which obviously won't be happening, flights still showing as confirmed so not expecting anything back, is rather have a cheap airline to fly with in the future than a refund now that won't pay for flights elsewhere.

Let them go bust then, that's capitalism or so O'Leary kept telling us the last few years when it suited him.

Getoffmytrain

It's a joke. I applied a month ago for a refund, they should be automatically refunded once flights are cancelled. Not a hope that I will accept a voucher when the company are behaving like this; the law is clear.

Ryanair probably reckon at least 10% won't be used, hoping people will misplace the vouchers or people will die and not claim them etc.

Kat1170

Time to hit the PayPal claim button me thinks.

Caranica

Kat1170 wrote: »

Time to hit the PayPal claim button me thinks.

They won't entertain you. I fought with them for 3 weeks.

Next Tuesday will be 6 weeks waiting for I'm off to the CAR as Ryanair have failed in their legal obligations.

yankinlk

Caranica wrote: »

They won't entertain you. I fought with them for 3 weeks.

Next Tuesday will be 6 weeks waiting for I'm off to the CAR as Ryanair have failed in their legal obligations.

You mean this process?

https://www.flightrights.ie/home/complaint-procedure.452.html

Caranica

yankinlk wrote: »

You mean this process?

https://www.flightrights.ie/home/complaint-procedure.452.html

Yes, my refund is complicated, see my post on page 1 of this thread. Had hoped that PayPal would refund me and make it easy (they were really good over the collapse of Flybe) but after 3 weeks of them saying no and me fighting it they finally shut the door.

theteal

Not received this voucher email yet but fully expecting to. I fly that often (living foreign) that I could easily make use of it but the tactics are really irking me so I think I'll go straight for chargeback

Technocentral

If the poll here is to be believed why have 30 people on here being refunded and the rest of us not? Maybe its Ryanair staff messing with us?

yankinlk

theteal wrote: »

Not received this voucher email yet but fully expecting to. I fly that often (living foreign) that I could easily make use of it but the tactics are really irking me so I think I'll go straight for chargeback

Exactly this.
It's not mad money to me and I dont even need it back tbh. But the hell am i going to allow this snake keep it.

Treat customers like the enemy and they will be.

Risteard

Got the voucher email last night despite requesting refund weeks ago.

Went through the chat support, which took about 20 mins, and spoke to someone. They pretty much repeated the "benefits" of the voucher and asked if I still wanted a cash refund and the line about no payments until after the COVID-19 situation is over.

Then said she requested the cash refund instead of voucher. Asked to send a copy of the chat via email but when I was scrolling up to screenshot the page refreshed (doh!) so now hoping she does send through the chat or else I'll have to go back on to confirm the cash refund was requested.

paddy19

Sheep Shagger wrote: »

Incorrect.

Under EU law if a flight is cancelled they have to offer you a refund or a credit. They have broken the contract.

Now they can make you wait months for the cash in an attempt for you to cave in and take the credit note instead, but they have to refund you if you are prepared to wait.

No need to wait for months.

They have broken the law by not refunding you within 7 days.

The law can be enforced in the Swords Small Claims Court for €25. It's all online and no need to appear or to engage expensive legal folk.

The airline has to respond with 15 calendar days.
http://www.courts.ie/courts.ie/Library3.nsf/PageCurrentWebLookUpTopNav/Small%20Claims%20Procedure

Rafloution

Got the voucher email after 4 weeks waiting.

What a **** house tactic. In the interest of no one but Ryanair.

Be doing a chargeback, arse wipes

Sheep Shagger

paddy19 wrote: »

No need to wait for months.

They have broken the law by not refunding you within 7 days.

The law can be enforced in the Swords Small Claims Court for €25. It's all online and no need to appear or to engage expensive legal folk.

The airline has to respond with 15 calendar days.
http://www.courts.ie/courts.ie/Library3.nsf/PageCurrentWebLookUpTopNav/Small%20Claims%20Procedure

You have more confidence in the court system than most, they will be clogged with cases - do a chargeback if you want to go down that road. Also having to pay €25 for what could be a small amount.

Wish there was a sticky on refunds as forum is littered with the same questions in that some airlines are taking the piss offering only vouchers when it is not allowed under EU law despite what BS they try and palm you off with.