Ryanair passengers could be losing out on hundreds of pounds each in compensation if they have made a complaint. According to consumer site, Which? this comes after Ryanair left official arbitration scheme Aviation ADR back in November 2018. The scheme received more than 14,000 Ryanair complaints in the first 11 months of 2018. The budget carrier was consequently told it had to pay out £2,601,618 to passengers hit by flight delays and cancellations in the last two quarters for which there is data.
However, after Ryanair left Aviation ADR, the scheme rejected the 854 complaints that came in after November 2018.
These Ryanair customers were told instead to lodge a complaint with the Civil Aviation Authority (CAA).
Subsequently, only 87 Ryanair passengers went to the CAA in December 2018.
Furthermore, only 466 complained to the authority in the first quarter of 2019.
Despite these low figures, according to Which?, Ryanair has claimed there has been no “drop off” in the number of claims since it left Aviation ADR.
Of the 87 from the December 2018 complaints to the CAA, 62 people had theirs resolved by March 2019.
However, only 29 were told they were entitled to compensation, although it is not known if they have been paid yet.
Which? claims that Ryanair is now making huge savings on the fee it pays to the arbitrator (£150 for each complaint) and the money it should be paying to its customers.
Airlines are now allowed to choose who handles their complaints. Before 2016 everything went to the CAA; however, the authority’s rulings are only advisory and carriers could only be made to pay compensation by the courts.
After 2016, CAA authorised private firms CEDR and Aviation ADR to handle complaints instead.
Virgin Atlantic, Wizz and many small airlines chose Aviation ADR along with Ryanair.
Tui and easyJet initially chose CEDR before switching to Aviation ADR. British Airways is now the only airline to remain with CEDR.
Some carriers opt not to have an official arbitrator. If this is the case complaints will be handled by Ryanair as well as fellow budget airline Jet2.
Express.co.uk has contacted Ryanair and the CAA for further comment on the issue.
Ryanair pilots went on strike last month. According to the British Airline Pilots Association (BALPA) their members wanted “to address issues like pensions; loss of licence insurance; maternity benefits; allowances; and harmonise pay across the UK in a fair, transparent, and consistent structure.
If your flight is axed then the airline must either find you an alternative flight as soon as possible or refund you but it is inadvisable to cancel for a refund before this goes ahead.
As for compensation, strikes are usually deemed by EU regulation to be under ‘extraordinary circumstances.’ This means passengers will be unable to claim compensation.
You may be able to claim back costs caused as a result of delayed or cancelled flights such as accommodation costs or food and drink while waiting at an airport.
Published at Fri, 04 Oct 2019 13:32:00 +0000