Published on Friday, September 29, 2017

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.

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  • About Time

    Its about time the authorities started to enforce these regulations. Because of the size of this Ryanair SNAFU, the CAA has stepped in but every airline behaves in this way all the time. I've regularly been refused re-routing by airlines all over the world even when I've insisted that I have the right. Will we now finally see this right properly protected or is this a one off publicity exercise?

    By John Mc Quillan, Monday, October 2, 2017

  • The Irish authorities seem very quiet ...

    Whilst it has taken them far too long to get off their bureaucratic derrieres, I must applaud the CAA for taking the big stick to Ryanair at last. But what about their Irish equivalents, the IAA (Irish Aviation Authority)? I'm sure that, should we ask, we'd be told that the IAA is fully behind the CAA, but this is an Irish airline and the IAA should be ensuring that the Directives are fully adhered to. Sounds to me as if the Old Pals Act is fully in force in Dublin.

    By Peter Lewis, Saturday, September 30, 2017

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