The British Civil Aviation Authority (CAA) has set an urgent deadline for Ryanair to provide clarity to the large number of passengers on cancelled flights to and from the UK who have been misled by the airline.
The CAA has a lot of questions on Ryanair’s refund and re-routing policy, in a letter sent yesterday the CAA asks Ryanair to issue a press release explaining how it will re-route passengers and the criteria that it will apply to re-route passengers on other airlines. The CAA demanded Ryanair to commit to assist passengers who have chosen an option that was not suitable for them as a result of being misled by the airline. Furthermore the CAA wants that Ryanair adds a statement that they will reimburse any out-of-pocket expenses incurred by passengers as a result of the cancellations.
The CAA demands a clear statement at the top of the Ryanair home page referring to this press release and providing a link through to it. Furthermore the airline needs to add in it’s FAQ-section that Ryanair will reimburse any expense that passengers have to make in case of re-routing to and/or from other airports or where they otherwise incur additional out-of-pocket expenses as a result of the cancellations.
The deadline for above items has been set for today (29 September) 16:00 (UTC).
For passengers who have been affected by the massive Winter suspensions, making it impossible for Ryanair to offer alternative flights on the same route Ryanair must provide accurate and comprehensive information on their rights and options under the Regulation, in particular their right to be re-routed on other airlines (or other modes of transport like trains). Ryanair must pay the cost of any transfer if a passenger choose to fly to and/or from an alternative airport and providing meals and refreshments, hotel accommodation for any required overnight stay, while awaiting a re-route.
Letter: CAA letter to Ryanair – 280917
Forum discussion: https://www.aviation24.be/forums/viewtopic.php?f=7&t=62188&start=120