The one and only refund thread [READ MOD NOTE BEFORE POSTING]!

dory

We have had a lot of refund threads lately, and a lot of people reporting them.

So this time around I will straight away ban you for a while from this forum if you don't play nice.

Paddy19 has provided some useful information and that is now a sticky.

All your refund queries should be in this thread only. I'll lock the others.

Roanmore

How do you go ahead and submit the second request for the cash refund.

They sent a mail and said click here if you still want the cash refund. When I did that it sent me to another page but had no place to claim the cash refund, just the online customer page. I'm waiting 8 hours for somebody to get on to me.

paddy19

Roanmore wrote: »

How do you go ahead and submit the second request for the cash refund.

They sent a mail and said click here if you still want the cash refund. When I did that it sent me to another page but had no place to claim the cash refund, just the online customer page. I'm waiting 8 hours for somebody to get on to me.

The airlines are trying to confuse people into thinking they have to request refunds twice. Or accept a crappy restrictive voucher.

You only have to make one refund request.

They should have given you back your money within 7 days
per good old EU261 Article 8 1 A.

Roanmore

paddy19 wrote: »

The airlines are trying to confuse people into thinking they have to request refunds twice. Or accept a crappy restrictive voucher.

You only have to make one refund request.

They should have given you back your money within 7 days
per good old EU261 Article 8 1 A.

I got the mail saying they were giving vouchers instead but they said if I want the cash I have to ask again.

Just ignore it and they will eventually refund it?

paddy19

Roanmore wrote: »

I got the mail saying they were giving vouchers instead but they said if I want the cash I have to ask again.

Just ignore it and they will eventually refund it?

If your are not in a hurry you have 6 years to get your money back.

Mr. plain speaking Michael O'Leary will give it to you in 3 month's (Irish Indo today) or when he decides that " Covid has passed" ( Ryanair website).
So you can make what you can of that!

Aer Lingus are taking 2 to 3 months at least.

If you want your money anytime soon take a look at the option in the Sticky.
https://www.boards.ie/vbulletin/showthread.php?t=2058073208

irelandspurs

scc case began today so see what happens.

JohnCleary

Vueling (Spanish) were being a dose with regard to getting a refund for a cancelled flight. Issues I had:
- Automatically trying to offer a voucher than refund
- Impossible to contact on phone
- Applying for a refund online just wouldn't work
- No answers from Social Media other than "We're very busy" etc.

Got sick of it, to requested a chargeback from BOI Credit Card.

Posted off the submission which would have gotten to them by Apr 7th. I included ALL requested documents, plus some more.

Money back in my account today, 28th Apr. BOI didn't contact me at all... I was about to contact them asking for an update but decided to check my balance and by chance, it was there.

TL;DR - Don't be taken for a ride by the airline, just go down the chargeback route.

ei9go

If you paid Ryanair by paypal, just open a dispute. Paypal refunded me after 7 days. They ask Ryanair for their response which obviously they ignore and Paypal will find in your favour after 7 days.

JTMan

Interesting. BoI, N26 and Paypal deserve praise for how they are handling charge backs. AIB and PTSB deserve a Central Bank investigation for their disgraceful behaviour.

Chased Revolut today for a charge back and told to wait another 10 days.

Chased SCC today too and no reply. @Paddy19 - Further to the other thread, where does one see their SCC case ID inside the SCC website. I do not have a case ID but maybe that is because the case has not started?

paddy19

JTMan wrote: »

Interesting. BoI, N26 and Paypal deserve praise for how they are handling charge backs. AIB and PTSB deserve a Central Bank investigation for their disgraceful behaviour.

Chased Revolut today for a charge back and told to wait another 10 days.

Chased SCC today too and no reply. @Paddy19 - Further to the other thread, where does one see their SCC case ID inside the SCC website. I do not have a case ID but maybe that is because the case has not started?

Case ID looks like:
Number:
D:SC:SWRD:2020:00216X
It's at the top of page when you log in.

You need to get to Case Submitted stage.

Check the event tab.
You may have missed the Submit Case action

Mr rebel

I just got another email from Ryanair now regarding the application for my refund but I’m super confused by it....

“ Dear Customer,

You have recently received an email with a voucher code to the value of your original booking.

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 the voucher before the expiry date you will receive a full cash refund, in the event you use the voucher in part you will also receive the option of a voucher for the balance or a cash refund after the expire date.

Please click on the link below to accept the voucher”

So I can use the voucher away and still get refunded?!
If I don’t click on the link to accept the voucher does that mean I’ll be refunded the cash instead?

I think I have mushy Covid brain because I can’t really make head or tail of this email.

Caranica

ei9go wrote: »

If you paid Ryanair by paypal, just open a dispute. Paypal refunded me after 7 days. They ask Ryanair for their response which obviously they ignore and Paypal will find in your favour after 7 days.

I fought with PayPal for a month!! How did you get your money back. They told me it was between me and Ryanair.

woodchuck

Mr rebel wrote: »

I just got another email from Ryanair now regarding the application for my refund but I’m super confused by it....

“ Dear Customer,

You have recently received an email with a voucher code to the value of your original booking.

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 the voucher before the expiry date you will receive a full cash refund, in the event you use the voucher in part you will also receive the option of a voucher for the balance or a cash refund after the expire date.

Please click on the link below to accept the voucher”

So I can use the voucher away and still get refunded?!
If I don’t click on the link to accept the voucher does that mean I’ll be refunded the cash instead?

I think I have mushy Covid brain because I can’t really make head or tail of this email.

I got the email today too. It is BEYOND a joke at this point. I had no problem waiting a few months, but now it sounds like we'll have to wait a whole year for a refund?! That's OUTRAGEOUS. And they're trying to bully us into clicking the link to accept the voucher, otherwise we might not be entitled to the refund down the line. I will NOT be clicking that link! As soon as you accept the voucher, rest assured they'll change the rules again and you will never get your refund (on the basis that you accepted the voucher).

So what do we actually do here? Who do we complain to? 1 year is NOT acceptable by any stretch of the imagination. We were all due our refund within 1 week according to the legislation.

JTMan

paddy19 wrote: »

Case ID looks like:
Number:
D:SC:SWRD:2020:00216X
It's at the top of page when you log in.

You need to get to Case Submitted stage.

Check the event tab.
You may have missed the Submit Case action

Thanks Paddy but there is no case number for me. There is also no events tab also. Maybe these appear after the case has been approved by the SCC.

paddy19

Just an update on my experience with Small Claims Court and FlightRights.ie.
I juts ignored the 6 week suggested waiting period and sent in the complaint.
There is no reason to wait 6 weeks for a cancellation refund, the airlines will just delay.

Both worked and got me my money.

I get the feeling that both have agreed fast track routes with the airlines.

Flightrights.ie was and very impressive 6 days and free .
Software is simple and easy to use.
Response was fast and personalised.

SCC costs €25 and was slower allowing the airline 15 calendar days to respond.
Airline responded in ten days disputing refund request.
Produced email confirming refund request and that finished the case 15 days.
If I had included the airline refund request email it would probably knocked 3 days off.
Software is a bit clunky but you get the hang of it.
Response from SCC was fast and personalised.

So on a sample of 1 the winner is the free https://www.flightrights.ie/home/complaint-procedure.452.html service.

Be very interested to see how everybody else gets on!

Obviously if a lot more people start using either service they could slow down.

irelandspurs

So you got your money back Paddy19?

paddy19

irelandspurs wrote: »

So you got your money back Paddy19?

Hats off to the SCC and www.Flightrights.ie.

If I was a conspiracy theorist I might think that my presence here on boards got me to the top of the queue.
But I don't think so.

Both processes were impressive in their efficiency and in the personal touch.

Don't expect to get non template emails these days.

People were helpful, knowledgable and efficient.

Not often that you can say that!

Hopefully everybody else will have the same pleasant, efficient and timely experience.

Nice to see the public sector show how customers should be treated.

irelandspurs

paddy19 wrote: »

Hats off to the SCC and www.Flightrights.ie.

If I was a conspiracy theorist I might think that my presence here on boards got me to the top of the queue.
But I don't think so.

Both processes were impressive in their efficiency and in the personal touch.

Don't expect to get non template emails these days.

People were helpful, knowledgable and efficient.

Not often that you can say that!

Hopefully everybody else will have the same pleasant, efficient and timely experience.

Nice to see the public sector show how customers should be treated.

I have the scc paid today so I'll see how that goes. Did you use flightrights for a separate flight claim to the one you used the scc for?

JohnCleary

I'm due a balance on AerLingus flights (they refunded taxes & charges). Got sick of requesting the balance from them so submitted to http://www.flightrights.ie/ today - let's see what happens.

Thanks for the tip.

paddy19

irelandspurs wrote: »

I have the scc paid today so I'll see how that goes. Did you use flightrights for a separate flight claim to the one you used the scc for?

I had one claim and let each of them at it.
I started the SCC early since they had a fixed 15 day window,
Flightrights were open ended.

SCC claim went to the Aer Lingus legal eagles.
Who, as you'd expect, nit picked the lack of the refund confirmation email
even though I had the refund case number documented in the claim.

Flightrights went straight to their contact in Aer Lingus and agreed the precise refund amount
(the admin charge is not refundable).
Flightrights explained that they would check back with me in 14 days and if I didn't get the money
they would follow up with powers of enforcement.

Interesting little study.

Obviously drawing any conclusions from a sample of one is dangerous but still promising.

Technocentral

woodchuck wrote: »

I got the email today too. It is BEYOND a joke at this point. I had no problem waiting a few months, but now it sounds like we'll have to wait a whole year for a refund?! That's OUTRAGEOUS. And they're trying to bully us into clicking the link to accept the voucher, otherwise we might not be entitled to the refund down the line. I will NOT be clicking that link! As soon as you accept the voucher, rest assured they'll change the rules again and you will never get your refund (on the basis that you accepted the voucher).

So what do we actually do here? Who do we complain to? 1 year is NOT acceptable by any stretch of the imagination. We were all due our refund within 1 week according to the legislation.

Just got it, ignoring that bs, they haven't a legal foot to stand on, waiting for charge back response then trying flight rights if that doesn't come through.

paddy19

JTMan wrote: »

Thanks Paddy but there is no case number for me. There is also no events tab also. Maybe these appear after the case has been approved by the SCC.

I think I might have it.
You need to hit the RED Submit Case button.

See attached screen shot.

funkyouup

Submitted a Small Claims court case last week and it was approved and paid for today. Tried contacting Ryanair through their micky mouse online system and got no where before hand, thanks to Paddy19 for the information regarding submitting claims.

Wuff Wuff

email from Aer Lingus this morning advising refund has been paid, 10 working days blah blah blah

dont think the flightrights complaint i submitted to them wouldve reached them yet but if that was the tipping point im impressed with them

ButtersSuki

There's an article on Ryanair refunds on independent.ie but it's behind a paywall. Anyone have a subscription?

Lex Luthor

Just out of curiosity on timelines, can anyone let me know who has already got their first email from Ryanair about flight cancellation/refund, how long before the date of the first flight is this being issued?
I have a flight going out on Jun 6th so would think an email would be imminent?
Thanks

JTMan

paddy19 wrote: »

I think I might have it.
You need to hit the RED Submit Case button.

See attached screen shot.

Thanks Paddy but I have already submit my case.

I have no case number but maybe I just need to wait until the SCC approves my case.

JTMan

ButtersSuki wrote: »

There's an article on Ryanair refunds on independent.ie but it's behind a paywall. Anyone have a subscription?

You can read it for free here. Put 900000000 in as your library number.

irelandspurs

JTMan wrote: »

Thanks Paddy but I have already submit my case.

I have no case number but maybe I just need to wait until the SCC approves my case.

Yes you won't get a case number until it's been approved and paid for.

ei9go

ei9go wrote: »

If you paid Ryanair by paypal, just open a dispute. Paypal refunded me after 7 days. They ask Ryanair for their response which obviously they ignore and Paypal will find in your favour after 7 days.

Just got two more chargebacks through Avantcard shortly after I wrote the previous post. One for Aer Lingus and another for Ryanair.

eltonyio

Paddy, I have a claim in the SCC and am at the stage now to pay the €25 as of today. Based on your experience, is it worth proceeding this route? Or better to go via flightrights? Total flight value is around 1k. I don't mind paying it but obviously no need to if flightrights is as effective. Flights with Ryanair.

Bhoy1967

TUI have cancelled all holidays up to 11th June:

Due to the ongoing situation regarding COVID-19, the Department of Foreign Affairs have advised against all but essential travel. Unfortunately, this means that we’re no longer able to offer TUI holidays travelling on or before 11 June 2020, or Marella Cruises sailings travelling on or before 30 June 2020.

We’re sure you’re keen to find out what this means for your holiday. You’ll find all the information you need about your next steps below.

The Department of Foreign Affairs has advised against all but essential travel. So, we’re really sorry to say that unfortunately your holiday won’t be going ahead as planned. We’re sure you’re keen to find out what this means for you, and we’re working hard to contact all affected customers as quickly as we can to discuss your options.

paddy19

eltonyio wrote: »

Paddy, I have a claim in the SCC and am at the stage now to pay the €25 as of today. Based on your experience, is it worth proceeding this route? Or better to go via flightrights? Total flight value is around 1k. I don't mind paying it but obviously no need to if flightrights is as effective. Flights with Ryanair.

I'm just sample of one so hard to know if either have got buried in claims.

It seems to that either SCC or flightrights work fine.

You could do both and add to our sample!

Obviously I'm not suggesting that people in general should be loading both systems.

Technocentral

paddy19 wrote: »

I'm just sample of one so hard to know if either have got buried in claims.

It seems to that either SCC or flightrights work fine.

You could do both and add to our sample!

Obviously I'm not suggesting that people in general should be loading both systems.

Hi Paddy on Flightrights they say you need to attach proof of corrospondence what did you do as obviously Ryanair don't answer?

Wuff Wuff

Technocentral wrote: »

Hi Paddy on Flightrights they say you need to attach proof of corrospondence what did you do as obviously Ryanair don't answer?

i attached them the email from them with the click to accept voucher link and a transcript of a live chat, and thier acknowlegement of my complaint email

fire them off a quick complaint there and use that

paddy19

Interesting the difference in approach, tone and timing (by 4pm) of the UK regulator's letter.

Our lame Commission for Aviation Regulation won't even release the "strongly worded letters" they send to Ryanair.

The acceptance by the regulator of Ryanair's claims that "refunds cannot be automated" is unbelievable.




(note underlining added by me)

Ryanair Ltd
Michael O’Leary
Airside Business Park
Swords Co. Dublin Ireland
By email: olearym@ryanair.com; ethella@ryanair.com
19 September 2017

Dear Michael
EC261/2004 – Re-routing obligations
In relation to re-routing passengers affected by the cancellations to Ryanair flights planned for September and October, at your press conference yesterday you stated that Ryanair “will not be paying for flights on other airlines” and that this is “not part of the EU261 entitlements". These comments have been widely reported in the media today.


Whilst I appreciate that most Ryanair passengers will likely be re-routed on the same day on another Ryanair flight, many will not. This latter group of passengers may be better served by flying with a different airline (or indeed to or from a different nearby airport). The CAA’s view, which I set out in Annex 1 of my letter to you of 16 August, is that Regulation EC261 requires Ryanair to offer passengers on cancelled flights alternative travel options, including flying with a different airline.

Your statement yesterday runs contrary to our view and contradicts the assurances that we were given on this point by your legal team on a call at 10am yesterday morning. I am therefore concerned that it is Ryanair’s express intention to fail to meet its obligations under Regulation EC261 and that this will give rise to significant consumer harm.


Next steps
My team wrote to your legal team yesterday to request that Ryanair clarifies its position on re-routing on other airlines. Specifically, that Ryanair clarifies its position on re-routing on other airlines and
that, should Ryanair accept that Regulation EC261 requires it to re-route on other airlines, that it explains the methodology it uses to determine whether to offer passengers a re-route on another airline. This request still stands, and I look forward to receiving your response by 4pm today.

For the avoidance of doubt, we reserve the right to make public this letter and any response we receive from Ryanair on this issue.

Yours sincerely
Richard Moriarty
Director, Consumers and Markets Group"

kathleen37

Has anyone received an Aer Lingus refund voucher recently? I've only been waiting about 4 weeks but want to rebook.

Thank you

paddy19

Technocentral wrote: »

Hi Paddy on Flightrights they say you need to attach proof of corrospondence what did you do as obviously Ryanair don't answer?

Don't get hung up on getting every piece of correspondence.

It's up to Ryanair to provide a simple working process to claim a refund.
Per there Terms and Conditions you may use:

https://refundclaims.ryanair.com/

You can take screen shots with your phone.
You just have to make a reasonable effort.

If Ryanair's systems don't work that's not your problem.

deandean

I want to get a refund, not a voucher, from Ryanair.
Their website now says:
Refund Update
The processing time for cash refunds is taking far longer than normal as we are processing over 1,000 times the normal volume of cancellations. We also have 75% fewer staff available to process refunds due to social distancing restrictions.
Ryanair is offering vouchers and free moves as these are automated and give customers an immediate alternative. Unfortunately, cash refunds cannot be automated. Customers who choose a voucher, but don't redeem it within 12 months may still apply for and obtain a refund after this 12 month period.
Customers who choose not to accept a free move or voucher will receive their refund in due course, once this crisis has passed. Over the coming weeks and months, we will be working hard to process refund requests as quickly as we can.
We sincerely apologise for these unavoidable refund delays which are due to the unprecedented volume of Govt. imposed flight cancellations and we sincerely thank customers for their patience.

So I may not get my refund for weeks...months...once this crisis has passed!

Technocentral

Flight rights complaint submitted, thanks Paddy19, I will report on progress.

JTMan

Worrying development ...

https://twitter.com/CWeston_Indo/status/1255500070721642496

Act fast and persue multiple avenues before the law is changed.

Lex Luthor

JTMan wrote: »

Worrying development ...

https://twitter.com/CWeston_Indo/status/1255500070721642496

Act fast and persue multiple avenues before the law is changed.

Brussels still has to ratify this and they havent yet

Ozark2020

So much for the government looking after the little guy/gal ! Banks in 2008 and the airlines in 2020! Outrageous !

Roanmore

If the rules are changed would local legislation still have to be enacted?

SusanC10

Just off the phone from VHI Multi-trip who are now saying (despite what they said in March) that they will not cover anything to do with our trip to Italy in June. Even if the situation remains the same re DFA.

Flights booked with Aer Lingus. Don't really want a Voucher as have no plans to fly for the foreseeable.

What is the best way to proceed ?

SusanC10

Also, what happens if we are forced to accept a Voucher and Aer Lingus goes bust ?

Pkiernan

SusanC10 wrote: »

Just off the phone from VHI Multi-trip who are now saying (despite what they said in March) that they will not cover anything to do with our trip to Italy in June. Even if the situation remains the same re DFA.

Flights booked with Aer Lingus. Don't really want a Voucher as have no plans to fly for the foreseeable.

What is the best way to proceed ?

What reason are they stating for not covering you?

Was your policy in place before you purchased your trip?

SusanC10

Pkiernan wrote: »

What reason are they stating for not covering you?

Was your policy in place before you purchased your trip?

Have had continual cover for years. Same policy - Worldwide Family Multi-trip.

They are saying that Aer Lingus must refund if the flight is cancelled and that the Travel Insurance does not cover in those circumstances.

Totally confused as when I phoned twice in March, both times Customer Service said that if DFA advice advised against non-essential travel 2 weeks before travel that they would pay out.

paddy19

SusanC10 wrote: »

Just off the phone from VHI Multi-trip who are now saying (despite what they said in March) that they will not cover anything to do with our trip to Italy in June. Even if the situation remains the same re DFA.

Flights booked with Aer Lingus. Don't really want a Voucher as have no plans to fly for the foreseeable.

What is the best way to proceed ?

Not surprised at the insurance companies, they are like the airlines love taking money in, hate paying out.

Not sure Aer Lingus are offering vouchers for June flights.

Sit tight. Do not cancel. If you cancel you loose everything except Government tax and incur a €20 admin charge.

Doubtful if the flight will go in June but who knows.

Assuming it doesn't fly you can claim a full refund as soon as Aer Lingus confirms its not going.

SusanC10

paddy19 wrote: »

Not surprised at the insurance companies, they are like the airlines love taking money in, hate paying out.

Not sure Aer Lingus are offering vouchers for June flights.

Sit tight. Do not cancel. If you cancel you loose everything except Government tax and incur a €20 admin charge.

Doubtful if the flight will go in June but who knows.

Assuming it doesn't fly you can claim a full refund as soon as Aer Lingus confirms its not going.

Thanks Paddy.

Will not cancel. Unlikely Flight going to Verona.
Assuming Flight does not go - how far in advance does Aer Lingus cancel ?
And how long after travel date do I have to claim refund from Aer Lingus ?

smeal

deandean wrote: »

I want to get a refund, not a voucher, from Ryanair.
Their website now says:
Refund Update
The processing time for cash refunds is taking far longer than normal as we are processing over 1,000 times the normal volume of cancellations. We also have 75% fewer staff available to process refunds due to social distancing restrictions.
Ryanair is offering vouchers and free moves as these are automated and give customers an immediate alternative. Unfortunately, cash refunds cannot be automated. Customers who choose a voucher, but don't redeem it within 12 months may still apply for and obtain a refund after this 12 month period.
Customers who choose not to accept a free move or voucher will receive their refund in due course, once this crisis has passed. Over the coming weeks and months, we will be working hard to process refund requests as quickly as we can.
We sincerely apologise for these unavoidable refund delays which are due to the unprecedented volume of Govt. imposed flight cancellations and we sincerely thank customers for their patience.

So I may not get my refund for weeks...months...once this crisis has passed!

On foot of this I’ve decided to hold on to my voucher.

The way I see and anticipate it is that Ryanair have no intention of refunding any time soon. It will be a long time for the aviation and tourist industry to be able to say that the ‘crisis is over’. I imagine it could be nearly Christmas at the earliest that Ryanair would be generating enough business to start paying back these refunds and that’s assuming that countries are in a position/ willing to open their borders and tourism industries again.

I will just hope that the ‘crisis is over’ enough for us to start thinking about being to travel again within the next 12 months and at least then I have a nice voucher to use. I travel enough to justify holding on to a voucher. If it isn’t over (and please God it will be) within the next 12 months then I will request a refund and I’ll still likely be in the same refund queue as people applying today.