Well Known Flight Carrier Messing About for Refund Due to CV
Discussion
It's no longer about the value of the flight; it's the distinction impression I'm getting that the flight carrier is just messing passengers about rather than issue a refund.
I was due to fly to Poland early June. I booked via Opodo, paid Opodo and the whole thing was managed by Opodo. Covid 19 struck and the flight was eventually cancelled. Opodo were not very helpful in refunding the money and after a lot of hassling them for a refund, they referred me to Ryanair, the carrier.
They - Ryanair - eventually (three weeks or so later) confirmed that the flight was eligible for a refund. I then had to fill out a form and submit it online confirming the request. The response was an email confirming that a refund would be issued in 3-5 days. I sat back and thought nothing more of it. 10 days later, no refund. I engaged the chat-bot and eventually got through to a human. 'The refund team are still on furlough so there's nobody here to make the refund, and because it's finance, they cannot do this from home' said the person trying to help me. She also convinced me that there was no way I was getting my refund until - at the earliest - when lockdown restrictions are lifted.
Since that conversation I have received two emails. One stating that I can 'move' my booking to another day or have the funds converted to a voucher of credit. I declined. However, when I clicked on the 'click here to continue with your refund' an error message kept pinging up. I left it and tried, tried again. I waited another few days and tried again, but still no success.
Today I have received a message to 'remind' me that I still haven't moved my flight or collected my voucher. When I go through the same rigmarole of declining; selecting the 'continue with refund request' and eventually 'chat with an agent' my attempts lead to one road: all the nopes.
Now I have received an email which states that my 'ticket' has reached the end of the period and has now been closed.
I was due to fly to Poland early June. I booked via Opodo, paid Opodo and the whole thing was managed by Opodo. Covid 19 struck and the flight was eventually cancelled. Opodo were not very helpful in refunding the money and after a lot of hassling them for a refund, they referred me to Ryanair, the carrier.
They - Ryanair - eventually (three weeks or so later) confirmed that the flight was eligible for a refund. I then had to fill out a form and submit it online confirming the request. The response was an email confirming that a refund would be issued in 3-5 days. I sat back and thought nothing more of it. 10 days later, no refund. I engaged the chat-bot and eventually got through to a human. 'The refund team are still on furlough so there's nobody here to make the refund, and because it's finance, they cannot do this from home' said the person trying to help me. She also convinced me that there was no way I was getting my refund until - at the earliest - when lockdown restrictions are lifted.
Since that conversation I have received two emails. One stating that I can 'move' my booking to another day or have the funds converted to a voucher of credit. I declined. However, when I clicked on the 'click here to continue with your refund' an error message kept pinging up. I left it and tried, tried again. I waited another few days and tried again, but still no success.
Today I have received a message to 'remind' me that I still haven't moved my flight or collected my voucher. When I go through the same rigmarole of declining; selecting the 'continue with refund request' and eventually 'chat with an agent' my attempts lead to one road: all the nopes.
Now I have received an email which states that my 'ticket' has reached the end of the period and has now been closed.
Ryanair email said:
Dear Customer,
I refer to your recent correspondence.
Ryanair are currently working through the cash refund request for cancellations due to COVID and you will receive email confirmation once processed.
Your ticket is now closed, thank you for your patience and understanding at this time, if your query has not been resolved please click here to call or chat with us and we will handle your query as soon as we can.
Yours sincerely,
Ryanair Group Customer Care (Ryanair DAC, Lauda & Malta Air)
The flight (to attend a friend's daughter's wedding) was paid for with my debit card. Is there anyway I can charge it back? I'm so pissed off with this situation that just on principle I would even spend more money than the ticket value to instigate a legal claim. I refer to your recent correspondence.
Ryanair are currently working through the cash refund request for cancellations due to COVID and you will receive email confirmation once processed.
Your ticket is now closed, thank you for your patience and understanding at this time, if your query has not been resolved please click here to call or chat with us and we will handle your query as soon as we can.
Yours sincerely,
Ryanair Group Customer Care (Ryanair DAC, Lauda & Malta Air)
Glassman said:
Yours sincerely,
Ryanair Group Customer Care
Is that an oxymoron? Ryanair Group Customer Care
Glassman said:
The flight (to attend a friend's daughter's wedding) was paid for with my debit card. Is there anyway I can charge it back? I'm so pissed off with this situation that just on principle I would even spend more money than the ticket value to instigate a legal claim.
Unfortunately I'd always rather pay more or even not bother going if Ryanair is the only option 
speedyguy said:
Unfortunately I'd always rather pay more or even not bother going if Ryanair is the only option
Difficult place to get to at the times I wanted; Opodo were the only firm offering flights. They link to Ryanair. As much as I would never choose Ryanair, I thought it's a relatively short flight and a great time in Poland awaited. Henz said:
That reads to me like they are processing your refund and a subsequent ticket (related to your follow up query with the customer care department), which has somehow been linked to a separate offer for transfer or voucher, has been closed.
I really hope you're right. They've not been very good in dealing with this IMO. Why send an email confirming the refund to be made within 3-5 days and then say there's nobody there to do it!?
I'm in the same boat. Flights to Spain booked in April and May (two separate holidays) booked through onthebeach.co.uk
We had the hotel money for both holidays back within a few days but nothing regarding the flights yet apart from a few emails apologising for the delay and that its Ryainair's end that is causing the delay. Absolutely takes the piss!
We had the hotel money for both holidays back within a few days but nothing regarding the flights yet apart from a few emails apologising for the delay and that its Ryainair's end that is causing the delay. Absolutely takes the piss!
Henz said:
That reads to me like they are processing your refund and a subsequent ticket (related to your follow up query with the customer care department), which has somehow been linked to a separate offer for transfer or voucher, has been closed.
This sounds like a potential explanation. And is a good example of why tickets should have a reference number so you can tell which bit of autotext refers to what We had this but had booked direct with Ryanair.
They cancelled the flight and said click through to apply for a refund - done and confirmed by them.
A month later an email “here’s your flight voucher to use within 12 months, if you want a refund apply here but it’ll take a while”
We’ve since gone through my credit card and had a charge back. A lot of admin for £180 but it’s the principle (and cemented my crooked view of O’Leary). I also will bear this principle in mind when I need to travel next.
They cancelled the flight and said click through to apply for a refund - done and confirmed by them.
A month later an email “here’s your flight voucher to use within 12 months, if you want a refund apply here but it’ll take a while”
We’ve since gone through my credit card and had a charge back. A lot of admin for £180 but it’s the principle (and cemented my crooked view of O’Leary). I also will bear this principle in mind when I need to travel next.
mikecassie said:
Reading threads like this just reminds me, once again, never to use Ryanair if I am paying.
OP I hope you get it all sorted soon.
Had no alternative. Needed to fly to and from Wrocław and on the dates entered, the most direct flight was with Ryanair via Opodo. Other flights either didn't exist or were with at least one stop and didn't make any sense whatsoever. OP I hope you get it all sorted soon.
When I confirmed the flight with Opodo, there was no indication that Ryanair would be the carrier and that if the flight was canceled, Opodo would wash their hands with the deal I had just entered with them, and refer me to a third party. It might have said something in the smallprint... if you can find it... and if you do, if you can understand it...
I would try your card issuer but many are refusing to process chargeback and Section75 claims for travel related claims at the moment.
I don't get this thing were booking agents like Opodo who are the ones you paid your money to can simply pass the buck but it seems it's not unusual.
Obviously easy in hindsight, but it would have told you the carrier when you first looked at flights - at that point I'd have gone direct, not that that would necessarily have helped in this case. I have also vowed never to use Ryanair - if I can't get there any other way then I ain't going.
To be fair, many airlines are messing people around. Virgin Atlantic owe me 2 grand and it's taken a month to get them to admit it (and that I don't have to take an open ticket) and they're telling everyone it'll be 120 days before they're refunded.
I don't get this thing were booking agents like Opodo who are the ones you paid your money to can simply pass the buck but it seems it's not unusual.
Obviously easy in hindsight, but it would have told you the carrier when you first looked at flights - at that point I'd have gone direct, not that that would necessarily have helped in this case. I have also vowed never to use Ryanair - if I can't get there any other way then I ain't going.
To be fair, many airlines are messing people around. Virgin Atlantic owe me 2 grand and it's taken a month to get them to admit it (and that I don't have to take an open ticket) and they're telling everyone it'll be 120 days before they're refunded.
Edited by Sheepshanks on Monday 29th June 09:01
It became quite clear as soon as CV19 started to look like it was about to change the way of the world that it would also determine how well - or not - businesses and organisations would come out of the mix.
On the same subject, my accommodation was booked with Hampton by Hilton via Booking.com. Initially I felt some scripted/automated resistance from Booking.com. But the hotel went above and beyond to help me and duly refunded me without any hassle whatsoever (and embarrassing booking.com into submission). Whatever happens moving forward I will, without a second thought, book my accommodation with Hampton by Hilton when the wedding is back on, but I will not be booking via booking.com based on how they shrugged their shoulders when the brown stuff hit the oscillating fan. As for Opodo and Ryanair, I would rather go in a three-wheeled shopping trolley than pay them a penny of my hard earned.
On the same subject, my accommodation was booked with Hampton by Hilton via Booking.com. Initially I felt some scripted/automated resistance from Booking.com. But the hotel went above and beyond to help me and duly refunded me without any hassle whatsoever (and embarrassing booking.com into submission). Whatever happens moving forward I will, without a second thought, book my accommodation with Hampton by Hilton when the wedding is back on, but I will not be booking via booking.com based on how they shrugged their shoulders when the brown stuff hit the oscillating fan. As for Opodo and Ryanair, I would rather go in a three-wheeled shopping trolley than pay them a penny of my hard earned.
In my experience of regular flights with EasyJet, Ryanair and Wizz I would choose Ryanair every time. EasyJet and Wizz are invariably late with shocking 'service'. RYR does what it says on the tin, follow their rules and no problems. I am also awaiting a refund for 2 flights, it will turn up sooner of later.
do you need the money back this instant?
Think how many other people are in this situation, do you think Ryanair have the money just sat there ready to give it back? I seriously doubt it. We are not in a normal situation, businesses have costs which they cannot avoid paying with little/no incoming revenue.
It's a huge mess for the treavel industry and if everyone pushes to get their refund right now I expect we'll see more business fail due to short term cash flow issues.
Think how many other people are in this situation, do you think Ryanair have the money just sat there ready to give it back? I seriously doubt it. We are not in a normal situation, businesses have costs which they cannot avoid paying with little/no incoming revenue.
It's a huge mess for the treavel industry and if everyone pushes to get their refund right now I expect we'll see more business fail due to short term cash flow issues.
Michael O'Leary came on to BBC news back in early April (thereabouts) and said that everyone who had their flight cancelled had the option to get a refund or a voucher.
Those requesting a refund would get their money but he did say that due to staff being furloughed it could take up to six months for the money to be refunded.
He made it quite clear that the size of the task would be huge due to passenger numbers and that they had a limited amount of resource to process the claims.
We are awaiting a refund and made it clear in the process that we wanted a refund but somehow they have issued a voucher to us... It seems like another one of O'Leary's games to try and reduce the actual amount of refunds in the knowledge that many passengers will accept a voucher because they CBA to follow up and demand a refund.
We are in the early stages of chasing up as our outward flight was only booked for last Friday.
Even Easyjet have been slow as we only received our refund from them on Thursday for flights that were booked for the 9th of May...
Patience is going to be key on these sort of issues...
Those requesting a refund would get their money but he did say that due to staff being furloughed it could take up to six months for the money to be refunded.
He made it quite clear that the size of the task would be huge due to passenger numbers and that they had a limited amount of resource to process the claims.
We are awaiting a refund and made it clear in the process that we wanted a refund but somehow they have issued a voucher to us... It seems like another one of O'Leary's games to try and reduce the actual amount of refunds in the knowledge that many passengers will accept a voucher because they CBA to follow up and demand a refund.
We are in the early stages of chasing up as our outward flight was only booked for last Friday.
Even Easyjet have been slow as we only received our refund from them on Thursday for flights that were booked for the 9th of May...
Patience is going to be key on these sort of issues...
Rejected the Ryanair voucher in May, I’m still waiting for the refund. Not pushing them on it as there doesn’t seem to be any point.
Not so impressed with Expedia regarding hotels. I called my hotel who were happy to move my reservation, but they needed to be asked to do so by my booking agent Expedia. Got Expedia to call them, then get an email saying that the hotel has turned down my request. So I call the hotel back and they seem surprised as they were happy to reschedule. I call Expedia back and immediately get told they can’t even contact the hotel until 2 days before my original check in date. I politely called bs, and they ended up calling the hotel while I was on the line - problem solved.
Not so impressed with Expedia regarding hotels. I called my hotel who were happy to move my reservation, but they needed to be asked to do so by my booking agent Expedia. Got Expedia to call them, then get an email saying that the hotel has turned down my request. So I call the hotel back and they seem surprised as they were happy to reschedule. I call Expedia back and immediately get told they can’t even contact the hotel until 2 days before my original check in date. I politely called bs, and they ended up calling the hotel while I was on the line - problem solved.
Really poor wording in the email - "your ticket is now closed" almost certainly means your support ticket with customer service. Makes their figures look good if they close they ticket as soon as they can even if the actual issue is not resolved. Is there a support ticket number or reference or incident number in the email subject or anywhere else in the correspondence? If you can, get them to re-open the ticket as unresolved,rather than open a new ticket for your "please click here" follow up enquiry as the original ticket timeline will probably exceed their KPIs for resolving issues so will hopefully escalate up the management tree and it might help you get a resolution.
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