Ryanair has vowed to passengers that claiming compensation for delayed or cancelled flights would be a whole lot easier from hereon end.
The Dublin, Ireland-based airline revealed that is establishing a team dedicated solely to processing valid EU Regulation 261 claims in a span of 10 days. The airline is also endeavoring to help customers know more about their options via the website or its app, as opposed to asking them to call a helpline.
Roughly 700,000 passengers felt the brunt when Ryanair cancelled flights between September 2017 and March 2018 after it mishandled pilots’ annual leave.
Ryanair Chief Marketing Officer Kenny Jacobs stated that 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 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 euros (£220) under EU261, depending on the timing of the alternative flight.
Only about half of all passengers entitled to a payout actually make a claim and Jacobs said Ryanair was “looking at” making the procedure a lot smoother.
The airline was charged by the Civil Aviation Authority (CAA) of not complying with the law in relation to what it communicated with affected passengers they were entitled to during the pilot brouhaha.
The CAA said the airline did not originally inform them that they were eligible to be re-routed by other carriers under EU261 rules. Ryanair responded by emailing customers to explain to them their rights. It said that they could obtain a refund or be moved to other flights or travel by trains, buses or car hire.
Ryanair recently announced that it would be placing a clause into its terms and conditions for post-Brexit flights. Bookings would have a caveat that they are “subject to the regulatory environment allowing this flight to take place”, Jacobs revealed.
Customers would be refunded if flights were grounded, he pledged.