Ryanair succumbs to CAA demands for clarification on cancellations

by Frankie Norman September 30, 2017, 0:12
Ryanair succumbs to CAA demands for clarification on cancellations

The U.K.'s Civil Aviation Authority (CAA) reckons Ryanair has been misleading its passengers about their rights following the cancellations, particularly their rights to be rerouted and to get assistance from the airline, including for expenses, meals, and hotel rooms.

"It appears that Ryanair has now capitulated", CAA Chief Executive Andrew Haines said in a statement on Friday, after the regulator had warned the airline on Thursday to deliver "action, not words".

Here, the Commission for Aviation Regulation (CAR) says it is dealing with 300 customer complaints about Ryanair each week - and expects that number to rise.

The CAA has now given Ryanair until close of business today to produce a press release explaining how it will re-route passengers and the criteria it will apply to assist these customers.

The airline added that any affected customers who believe they may have chosen an option that was not suitable for them as a result of any misunderstanding of their EU261 rights, should directly contact Ryanair's Director of Customer Services.

The Ireland-based budget airline has been cancelling as many as 50 flights a day due to errors it made in planning pilots' holidays, affecting more than 700,000 passengers' travel plans.

Ryanair promises discounts on over one million seats to various European destinations.

Ryanair says if it can not offer a flight on the same or next day from the original or "suitable alternative airport", it will book passengers onto flights by either easyJet, Jet2, Vueling, CityJet, Aer Lingus, Norwegian or Eurowings airlines.

"We apologise again sincerely for the disruption and inconvenience our rostering failure has caused some of our customers", said chief marketing officer Kenny Jacobs. Over the past week we have refunded/re-accommodated over 97 per cent of the customers affected by the 18 September cancellations.

The airline, who has until 5pm today to refund the cancellations from its United Kingdom flights, has announced yet another massive seat sale.

Analysts have said that while the cancellation troubles have worsened, the airline wasn't renowned for having a stellar reputation among customers before.

"If they follow through on what they are saying, then they would be breaking the law". The latest announcement will affect 34 routes, including London-Belfast and Hamburg-Oslo.

Earlier: The Taoiseach has said he expects Ryanair to ensure that passengers' rights are protected.


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