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Ryanair bows to critics over refund advice


Ryanair has complied with regulator demands and updated its website to explain how it will re-route customers. It says it has emailed all customers affected by what it calls its 18,000 schedule changes and 2,100 flight cancellations.On its site, Ryanair acknowledges it is required to offer those on cancelled flights a full refund option.The Civil Aviation Authority ordered it to put the information on its site by 5pm on Friday or face possible action. This week, the CAA’s chief executive Andrew Haines said he was “furious” the airline had not been complying with the law by failing to offer to re-route passengers on rival airlines.The budget airline said it had taken on more extra staff to process the expected increase in customer claims.Ryanair was forced by the CAA to clarify that passengers affected who previously “may have chosen an option that was not suitable for them as a result of any misunderstanding of their EU261 rights” were entitled to change their mind, for example by opting for a flight on another airline instead of a refund.If no Ryanair flight was available to get customers to their ticketed destination, customers can opt for a comparable flight on Easyjet, Jet2, Vueling, Cityjet, Aer Lingus, Norwegian or Eurowings, the airline clarified.Ruined plansRyanair’s Kenny Jacobs said: “We are committed to processing all such claims within 21 days of receipt and hope to have all such claims settled before the end of October.”Ryanair cancelled up to 50 flights a day through to the end of October, affecting 315,000 passengers.It then cancelled another 18,000 flights between November and March, affecting the travel plans of another 400,000 passengers.The budget airline said it has updated the Frequently Asked Questions section of its website to reflect all of these changes.
Source: BBC