Ryanair flies into oblivion

In the latest apparent “Let’s treat customers as badly as possible” Ryanair business plan, it has decided to cancel 40-50 flights a day from its schedule of over 2,500 flights for  six weeks to the end of October. This is caused by incredibly bad management of staff leave. Not only that, it is so poor that they aren’t even managing the cancellation properly. Giving people little to no notice.

Ryanair’s Facebook and Twitter feed provides little information and people are flocking to share their outrage at the appalling management of the whole situation.

 

 

What the pilots are saying
I was on Radio 5 this morning and there were a few calls from Ryanair pilots who wanted to understandably remain anonymous. They were saying that Ryanair pay poorly and whilst they recognise that pilots are well paid, it is below the industry average. They also have to pay for their own accommodation and training and so staff turnover is high. A pilot for Jet2 said that Ryanair pilots are always leaving and joining them. Pilots are limited to the hours they can fly a year So the problem is not only that Ryanair has mismanaged the leave, it would also appear that it is because they treat their staff badly they get fed up and quit. Of course, if Ryanair paid better, the cost of the flights would go up? Maybe it is something it needs to look at if it is to survive.

On the news this evening (18/09/17) pilots were saying could happen again next year. (I won’t be flying Ryanair, I use them all the time, I won’t be now!)

Not informing you of your rights
But, not only is Ryanair not providing information about cancelled flights quickly enough, it also isn’t giving people their legal rights, most importantly the significant compensation that people are due. Just like BA powercut debacle: Airline keeps passengers in the dark about their rights update 18/09/17 CEO has said will pay EU compensation.

Ryanair has now released a list up to 28th October.  Still no mention of applying for compensation on there!

What Ryanair should be doing
Ryanair should be trying to get you onto another flight, even if that is with another carrier and must pay you compensation. Airline template and information for all the details. You can use their form but you could write, adapting the letter for your circumstances and the costs that you incurred and give a deadline for payment as they will have a huge rise in claims at the moment methinks!

If the flight is more than 14 days away then you will not get the compensation.

You are entitled to the compensation (details in link above) unless you are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival”.

If Ryanair has left you stranded you are entitled to the hotel and refreshment/food costs until they can get you onto another flight. You must keep these reasonable though and I would advise you keep evidence of searches to find low cost accommodation etc.

Consequential losses
If you have booked a hotel and other things, Ryanair is saying that it will not pay and you may be able to claim on insurance. Again, I’d like to see this tested in court. It is Ryanair’s fault and I don’t see why the insurance companies should pay which will ultimately put our premiums up!

The EU laws don’t cover consequential losses. However domestic law may, but because Ryanair is based in Ireland you would need to sue through the Irish courts. You should be able to get advice from the UK European Consumer Centre. (Court action may mean having to pay Ryanair costs so take advice).

The Association of British Insurers is urging travellers affected by Ryanair cancellations to contact the airline in the first instance to seek replacement flights and compensation. Mark Shepherd, head of property, commercial and specialist lines at the ABI, said:

“Ryanair has admitted it is to blame for the large number of flights currently being cancelled. Travellers affected will be understandably upset and have every right to expect help and support from the airline, whether that is alternative flights with a different carrier or compensation for the disruption suffered and other expenses incurred. If passengers are experiencing additional costs which for some reason Ryanair is refusing to cover they may be able to make claims on a travel insurance policy, but this may depend on the level of cover they bought. Clearly the first port of call must be Ryanair itself.”

Consumer Rights Act 2015 came into force to cover airlines October 1st 2016 but it is such a new law that it’s largely untested and will be until we get a definitive judge-lead ruling. So given the lack of confidence in the airline ADR provider (as highlighted recently on BBC Watchdog) which lost its previous ombudsman title, in circumstances which remain unclear,  The Retail Ombudsman is no more  the consumer really has 2 realistic routes, that’s to go direct to the airline setting out that there has been a breach and the losses and if there is no remedy there it’s on to court for a ruling on both the CRA and contract breach. I think Ryanair will settle they wouldn’t want to risk it. So write to the airline detailing your case I think you’ll find that they will pay out just as BA did with their fiasco in May.

The UK EU Consumer Centres says “Consumers may be able to pursue the airlines under the Consumer Rights Act 2015 (CRA) as the company should perform a service with reasonable care and skill. Also, another instrument that passengers may be able to use is the Montreal Convention.” The CAA has been looking at how the CRA will work with the Montreal Convention as it is very complicated regarding what and when you are covered as the MC applies once in the sky and over rules anything else. It is far from clear cut!

However, request it as advised in the post and if you follow the tips you’ll get it as people are.

Package holidays
If you have booked a package holiday through a travel company which has put you on a Ryanair flight, it is responsible for getting you to your destination. It, should also be informing you of any issues with your flight. If not, it has not been providing services with reasonable skill and care which is a breach of  the Consumer Rights Act 2015 and also Package Travel, Package Holidays and Package Tour Regulations 1992. Regulations 12 and 13 refer to alterations in the package holiday or to departure times or location.

Getting another flight
You are entitled under EU rules to “rerouting, under comparable transport conditions, to your final destination at the earliest opportunity”. Unfortunately what exactly “the earliest opportunity” means has not been properly tested and defined in court. Yet.

Ryanair in their continuing poor customer care are telling passengers that hey may have to wait three days or more before they can be flown to their destination. The Civil Aviation Authority (CAA) says that airlines are obliged to book you on a rival airline “where there is a significant difference in the time that a reroute can be offered on the airline’s own services”. The CAA does not define “significant” Different airlines have different rules regarding what they think is “significant”. However, whether they are legal remains to be seen, so if you get another flight at two days and Ryanair don’t pay then please do take them to court and let me know about it!

Accountability
The Civil Aviation Authority (CAA) is the enforcement body for upholding the consumer rights of air passengers, and so it is able to take action against any airline that operates out of the UK, regardless of nationality. (It does not, however, regulate Ryanair from a safety perspective, this is done by the Irish Aviation Authority.   My investigation into airlines charging to sit children with an adult Plane greedy – Are airlines holding families to ransom? uncovered that Ryanair are making a mandatory charge to sit a child with an adult in the group. The CAA categorically stated that the airline should not charge but would not do anything about it because Ryanair is based in Ireland and the IAA have refused point blank to comment. So I don’t hold out much hope here.)

Update – 27th September 2017  CAA has  launched enforcement action against Ryanair for persistently misleading passengers with inaccurate information regarding their rights in respect of its recent cancellations.

Misleading, blatant lie or just incompetent?
See this letter below? Utter utter utter twaddle, codswallop, hogwash to give it the technical terms. Even the CEO, Michael O’Leary has said today that they will pay compensation. NO! You are entitled to the compensation AND the refund, they are two very different things. See Airline compensation.

Ryanair has previous
Just to show that the CAA can take action when it wants to do so, this from September 2015 on the CAA website:

Ryanair faces CAA enforcement action for breach of consumer law. As part of its on-going campaign to safeguard the rights of UK air passengers, the UK Civil Aviation Authority (CAA) has launched enforcement action against Ryanair. This action follows a review by the regulator that found Ryanair is not complying fully with European consumer law designed to support passengers following flight disruption. Ryanair is now required to make policy changes or face the prospect of further enforcement steps leading to court action, if the airline remains non-compliant.

Contact details for Ryanair COO here.

Price hikes

 

 

All you need to know about booking/complaining about holidays/flights for masses of info about booking/taking holidays and flights.

GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! for information, advice, laws and template letters.

Ambulance chasers hit a brick wall

Number of Claims Management companies now at an all-time low

Figures released last week by the Claims Management Regulator (CMR) show that the number of companies providing Claims Management is now at an all-time low. The annual report, covering the period 2016 to 2017, indicates that there are now only 1388 regulated companies providing Claims Management in the UK.

These companies shared combined revenues of some £726 million in the year to 30 November 2016. Their activities cover PPI, personal injuries etc. But over the past few years thousands of companies have been struck off or have voluntarily given up. At the peak in 2011 there were 3213 companies active in this sector.

The number of companies seeking to register for Claims Management is also at an all-time low.  Only 107 new applications to become a CM company were made in 2016 and applications were down 47% in the “personal injury” sector. Overall, fewer than a quarter of all the 6722 companies registered on the CMR database are still operating.

The fall in number of companies, and low registration of new companies is due in part to a stricter regulatory environment. Claims Management companies must abide by a range of statutory conditions and comply with conduct rules. During 2016 some 69 companies were shut down by the regulator for non-compliance.

Helen Dewdney, The Complaining Cow consumer champion and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! says she is pleased to see this reduction in claims management companies. “So often we see companies doing what consumers can easily do themselves. There are plenty of template letters available for the likes of PPI claims and flight delays which people can use to claim 100% of what they are due. The more complicated cases, where you may need help from a third-party, are very rare.”

Marcus Williamson, editor of the consumer website http://CEOemail.com – which provides contact details for CEOs – says that it’s not worth losing 20-30% of a claim to a CMC. “It’s time that people stop wasting money on using Claims Management Companies and take matters into their own hands”, says Williamson, “Whether it’s PPI or flight claims, just write to customer services, demand redress and escalate to the CEO if necessary.”

PPI claims remain high but with a slight decline. The deadline for making PPI claims is August 2019, so it is likely that there will be continued decline in CMCs, as the last remaining PPI claims are made.

The CMR report cites a “substantial increase” in the emergence of CMCs working in the area  of holiday illness. There have been recent reports of claims management companies encouraging people to make false claims of illness against holiday companies. The regulator says it has established a team to work with reputable CMCs, tour operators, ABTA and solicitors to clamp down on this behaviour.

Notes for editors

Latest CMR report, released on 4 August 2017 https://www.gov.uk/government/collections/claims-management-regulator-annual-reports

Delayed flight template letter //www.thecomplainingcow.co.uk/airline-claim-compensation-letter-template/

 

 

Airline claim compensation letter template

It would appear that many airlines like to make it difficult for passengers to claim for compensation and redress for delayed or cancelled flights. Then there are the companies which say they can do the work for you but take a hefty commission.

Well, here’s something from me, for free, which should help to get you your due compensation (See the rest of the post for details of what you need to fill in and other related information). 🙂

(If flight was cancelled replace the “delay” details with cancellation details below).

Dear xxx

Re : Compensation claim for delayed flight booking reference number

I am writing regarding flight flight number on date from departure airport to arrival airport. The scheduled departure time was departure time. However, the flight arrived number hours late at arrival airport.

Under EC Regulation 261/2004 I am claiming compensation for this delayed flight. The passengers in the party were:

full names of everyone on your booking.

My scheduled flight length was number of kilometres, therefore I am seeking (select from €250 / €300 / €400 / €600) per delayed passenger in my party. The total is total compensation sum for all passengers for all passengers.

(If appropriate include the following text) During the delay the passengers in my party were not provided with any refreshments and/or hotel accommodation. Please find attached copies of receipts for the cost of purchasing our own. Please refund in full: bullet point everything you paid for and the costs.

If claiming for both delay and other then add the following:

Please provide me with the total compensation of:

£xxx for EU flight delay (based exchange rate £1.00 = €1.13 on 12 June 2017) and £xxx  for out-of-pocket expenses incurred.

Total £xxx

I look forward to a full response to this letter within seven days. If I do not  receive a satisfactory response I will not hesitate in taking the matter further which will include, but not be limited to, informing the regulator and if necessary starting proceedings through the Small Claims Court.

Yours sincerely/faithfully

 (“Sincerely when you know the person’s name and “faithfully” when using Sir or Madam)

EU Compensation
Compensation for delays is only due on flights in the EU or when using an EU airline arriving two hours or more late. How much you are entitled to depends on how long the delay and how long the flight. It changes again if the flight is cancelled before/after seven days before you are due to depart. It does not reflect the price of the flight and is straight out compensation.  The tables for amounts to which you would be entitled per flight are below:

Denied boarding or “bumped” from a flight compensation
Airlines will often ask for “volunteers” to not take the flight in return for compensation and this amount would be agreed with the airline at the time. If you are forced off due to overbooking it is the same compensation as if the flight were cancelled.

Flight cancelled 7-14 days before departure compensation
Rates are different for notice given and for when you arrive (even if the flight to which you have been changed is longer but gets you there earlier).


Flight cancelled less than 7 days before departure compensation

Exchange rates correct at July 2017.

Other redress
Flight cancelled or delayed for several hours – the airline must look after passengers. It must provide food, drinks, and some communications. If passengers are delayed overnight, this also means providing them with a hotel and travel to and from it. (All these must still be provided even if the delay was out of the airline’s control). Keep claims reasonable.

And make sure you avoid calling any 084, 087 or 09 numbers. These are banned for customer services such as this.

Affected by BA debacle May Bank Holiday?
See  BA powercut debacle: Airline keeps passengers in the dark about their rights for more information and details of other things that you may be able to claim for such as phoning their helplines!

Luggage
See Quick guide to lost luggage – your rights

Holidays and flights
See All you need to know about booking/complaining about holidays/flights for more

and

What to do when your flight is delayed

More templates, advice, information on holidays and most other sectors
Get the Book! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! 

 

 

All you need to know about booking/complaining about holidays/flights

9c7709a8367001028f7cfbaaa30da7e03largeLinks for most problems with holidays and flights to give you your rights and how to complain effectively.

Make sure your holiday in the sun doesn’t burn a hole in your pocket advice on how to book a holiday and your legal rights

The essential knowhow regarding medical care when you book a holiday! all about health

The Consumer Rights Act 2015 for services relating to any purchase or service

The Minimalist Guide to Complaining About Your Holiday  your consumer rights, ATOL and ABTA

How to Make a Complaint About Your Holiday Booking story of how I helped a couple in their fight complaining about poor service and holiday not matching the description getting nearly  a full refund even when not an ABTA member!

How to Get an Extra 3 Hours on Your Holiday! story about transfers

How to complain when booking a service based in the EU booking on a non UK but within EU site

How to Win When EasyJet’s Customer Service Fails helping someone get refund when had to return early

What to do when your flight is delayed information regarding flight delays

BA powercut debacle: Airline keeps passengers in the dark about their rights 2017 B/H over 70k passengers affected, article on the mis informationa nd lack of information provided and what you should do.

Airline claim compensation letter template for use with any airline plus all the amounts to which you are entitled depending on length of delay and length of flight

ECJ ruling on flight delays: Consumer champion warns against third-party claim firms – do it yourself to get 100%

Quick guide to lost luggage – your rights

All you need to know about roaming charges information about EU caps, your rights and what you can complain about

How not to pay a charge made after transaction (and why!) not – template letter and further information for if you have been charged a fee after booking

All you need to know about complaining about car hire – how to prevent problems and what to do if you get them

BA flies in the face of consumer law and decency what to do if you bought your tickets before free food change and fly after the date comes into force!

Your rights and how to complain about ferries and cruises

How to ensure banks don’t break the Misrepresentation Act – regarding travel money and commission when taking money back

Plane greedy – Are airlines holding families to ransom? – details on the main airlines and their charges including Ryanair which has mandatory charge, looking at inaction of regulatory body

Where there’s blame there’s a claim (even when there isn’t?) details on complaining about food poisoning real and fake

Monarch – Everything you need to know details about situation with airline going into administration

Your rights when your hotel overbooks

Top 20 Tips on complaining effectively

ceoemail.com for contact details for CEOS

From October 1st 2016 airlines are covered by The Consumer Rights Act 2015

How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

For more advice, tips, information and template letters: GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!