My handy guide outlines how to get a refund from Ryanair, if you booked directly on the Ryanair website, or if you booked via a travel agency.
Getting refunds is not exactly easy during the best of times, but in a pandemic, it is obviously going to be a lot harder. Ryanair have reported that they have received over 1,000 times the normal volume of flight cancellations, so there is no surprise that we are all experiencing delays getting a refund from Ryanair.
That being said, airlines are obliged by law to refund you within seven days of a flight cancellation. I think most people understand that there will be delays, however, I have received messages from people who have waited five months for a refund – this is clearly unacceptable.
I have outlined below a step by step guide on how to get a refund from Ryanair, with links to claim refunds if you booked directly on the Ryanair website, or if you booked via a travel agency. I hope you find it useful and it helps you secure a refund quickly.
How do I know if I am entitled to a refund from Ryanair?
You are only entitled to a refund from Ryanair, or any airline for that matter, if your flight is cancelled. Ryanair is still operating flights to countries where there are travel restrictions in place. Certain countries require visitors to present a negative Covid-19 test on arrival, while others demand that you quarantine for 14 days – these are not grounds for a refund. If you choose not to travel because of these travel restrictions, or because the government are advising that you should not travel, you are not entitled to a refund.
If you do not wish to travel overseas and your flight is still operating, you may be able to claim on your travel insurance policy if you have government advisory included, or if you have travel disruption cover. This will need to be checked with your travel insurance provider.
If your flight has been cancelled and you have booked with Ryanair.com or via the Ryanair app, you can apply for a refund online. You may have received notification of the flight cancellation via email, and you may have been offered a voucher, however, if your flight is cancelled you can apply for a refund using this link:
What if I received a voucher instead of a refund?
Ryanair may still send you a voucher even if you have applied for a refund. Vouchers are quicker and easier to process and Ryanair will hope you will accept the voucher. However, if you don’t want to accept the voucher, you can redeem your voucher for a cash refund, by submitting your booking details below – note this is only for customers who booked directly on Ryanair.com or via the Ryanair App.
What should I do if I booked my Ryanair flight via a travel agency or an online travel website?
Ryanair have made no secret that they want you to book all of your Ryanair flights directly with them, despite the fact that many package holidays using Ryanair flights and corporate travel are booked via travel agencies. Travel agencies have reported that they have received some refunds, however recently these seem to be harder to secure.
If you have booked via a third party website or travel agency and are still awaiting a refund, the reason for the delay may because Ryanair have not refunded the travel agent. I suggest contacting your travel agency to discuss your options. If you have booked via an online travel agency and are unable to contact them, you will need to apply for a refund directly on the Ryanair website.
Ryanair have introduced a new policy for customers who are seeking a refund, but have not booked with Ryanair.com or via the Ryanair app. You are required to fill out a Customer Verification Form online and attach the following documents:
- Copy of your ID and signature e.g. passport or driving license
- Proof of address e.g. household bill
- Original booking confirmation from the Online Travel Agency
Ryanair have confirmed that they will refund you directly, and not the travel agency who you booked through. I have filled out one of these forms personally and am currently awaiting correspondence from Ryanair to verify my request. I received no indication of how long this will take, but I am currently waiting 23 days.
Ryanair have actively posted about the impacts of booking with a 3rd party travel agent or screen scraper website. They have highlighted large UK travel sites such as Kiwi, On the Beach, Love Holidays, eDreams and Last Minute.com, rather than local travel agencies. However, it has been suggested by some agencies that they may be applying the same rules for ANYONE not booked directly with Ryanair.
According to the Ryanair website: “If you receive confirmation from Ryanair that your booking has already been refunded to the screen scraper that you booked with, you must contact them directly to get your money back”.
Is there any further action I can take if I am not satisfied with the outcome?
Regardless of the pandemic, regulation EU 261 still applies – if a flight is cancelled you are entitled to a refund. If you have exhausted all the steps above, and have still not received your refund from Ryanair, you can make a complaint to The Commission for Aviation Regulation. This is the National Enforcement Body for EU 261, which sets out the rights of Air Passengers if their flight is cancelled or delayed, amongst other things.
It is important to note that they can only carry out investigations in relation to flights departing from Irish Airports and flights arriving into Ireland from outside the EU where the flight is operated by an EU airline. For details on making complaints relating to departures from other EU countries, click here.
Myself and fellow travel journalist Ed Finn interviewed the Air Passenger Rights Manager, Sarah Fischer from the Commission of Aviation Regulation. Sarah explained to us in great detail how to get a refund if your flight is cancelled. You can listen to the full podcast here:
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