Ryanair updates customer advice just in the nick of time – here's what is on offer

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Customers affected will be entitled to a travel voucher worth up to €80 on top of compensation or re-routing (Source: Getty)

Ryanair has bowed to the demands of Britain's aviation regulator and provided details of how it will help customers hit by tens of thousands of cancellations and schedule changes.

The Civil Aviation Authority (CAA) had given the carrier up until 5pm today to inform those customers affected.

In a statement the firm said:

Ryanair today (29 Sept) emailed all (under 1 per cent) of its customers who were affected by its deeply regretted 2,100 flight cancellations in Sept/Oct, or the 18,000 schedule changes (announced on Wed, 27) from November 2017 to March 2018, in order to explain their entitlements.

Customers will be offered either a full refund or one of a number of "re-routing options".

Read more: Tick tock: Ryanair says it will respond to regulator demands by deadline

As an additional apology customer affected are to be offered a travel voucher worth either €40 (for a one-way flight) or €80 (for a return).

“We apologise again sincerely for the disruption and inconvenience our rostering failure has caused some of our customers," said Ryanair's Kenny Jacobs.

We have taken on extra customer service staff and are moving now to process and expedite all EU261 claims from affected customers. We are committed to processing all such claims within 21 days of receipt and hope to have all such claims settled before the end of October.

Re-routing – here's how it works:

  1. First, move the customer to the next available Ryanair flight on the same route. If this option is not available same or next day, then...
  2. Move the customer to the next available Ryanair flight from/to a suitable alternative airport/s (for example: Luton or Gatwick in the case of Stansted). If this option is not available same or next day, then...
  3. Offer the customer re-accommodation on any one of our agreed disruption partner airlines to their destination as follows; Easyjet, Jet2, Vueling, Cityjet, Aer Lingus, Norwegian or Eurowings airlines. If this option is not available same or next day, then...
  4. Offer the customer re-accommodation on any comparable alternative transport (another airline flight, train, bus or car hire) with the cost of this comparable transport ticket to be assessed on a case by case basis.

Read more: Ryanair shares dip as regulator says it's furious over flight cancellations

 

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