CAA gives Ryanair 5pm deadline
Ryanair has given until 5pm today to stop lying to passengers about their rights if they are one of the hundreds of thousands who have been hit by the two rounds of flight cancellations.
The Civil Aviation Authority has told the airline it must issue a press release and update its website FAQ section to make it clear to customers that they are entitled to be re-routed with another airline.
If it fails to do so, the CAA could start legal proceedings to force the airline to comply with rules under EU261, which covers flight delays and cancellations.
When asked if it would comply with the CAA’s demands by the 5pm deadline, Ryanair said: "We will be meeting with the CAA and will comply fully with whatever requirements they ask us to."
The CAA says the airline has also been misleading passengers regarding their rights to compensation and is insisting those who have already been given incomplete or incorrect information should be re-contacted with specific reference to how Ryanair would refund their costs.
More than 700,000 passengers have been affected by two sets of flight cancellations, which the airline has blamed on a mix up over scheduling pilots’ annual leave.
The CAA has now ordered it to help any of those passengers whose flights have been cancelled in the past two weeks, but who might have chosen an unsuitable option as a result of being misled by Ryanair.
New emails must be sent to those passengers affected giving ‘accurate and comprehensive information on their rights and options’.
Ryanair must offer them a refund or the option of re-routing, including one with another airline, and tell them how to make a claim for expenses.
Passengers who have already accepted a refund must be offered a reimbursement of the difference with any higher fare.
Those who have already accepted an unsatisfactory re-routing must be the option to change it.
All the new emails must be sent out by 5pm on October 4, after first being checked and approved by the CAA.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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