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BBT July/August 2018
July/August 2018
For Business, Corporate Travel & Meeting Buyers & Arrangers

CAA gives Ryanair deadline to clarify cancellation policy

Ryanair planes

The Civil Aviation Authority (CAA) has given Ryanair until 5pm today (September 29) to clarify its cancellation policy for the hundreds of thousands of passengers affected by flights that have been axed through March 2018.

In a letter to the airline, Andrew Haines, chief executive of the CAA, refers to a statement made by Ryanair to the BBC that it is willing to meet with the regulator to discuss exactly what is required of it. He says he welcomes this commitment but is “disappointed” the carrier has yet to respond to a request made on September 21 for a clarification on how Ryanair will help the customers affected by its cancellations.

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. It also wants the airline to commit to helping travellers who have had to choose an alternative option that isn’t suitable for them as a result of the cancellations, as well as a clear statement showing Ryanair will reimburse any out-of-pocket expenses incurred by passengers as a result of the disruption – as is their right under EU law.

Haines goes on to point out that some customers affected by the first round of cancellations may have already accepted alternative flights or refunds “based on misleading information provided by the airline about what was available to them”. He sets out that Ryanair must issue statements to these passengers explaining how they can be reimbursed for any difference in fare if they accepted a refund and booked with another airline, as well as give re-routed customers the option of changing their booking to another carrier if the Ryanair option was not suitable for them in addition to reimbursing them for transfers if their flight is at a different airport to their original flight.

The CAA has given Ryanair until 5pm on October 2 to send it a draft of the message it will send to customers, and until 5pm on October 4 to contact all affected passengers. 

Ryanair has now issued a statement to all passengers affected by the cancellations outlining their exact rights under EU compensation laws. Read the full press release here.

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