Ryanair Flight Delays and Cancellations: How to Secure Compensation
By Flight Expert Mr Plane Guy, full of PLANE ADVICE!
Hello Jetsetter's! I'm Paul a flight expert with 15 years of industry experience including time as a delay performance controller at a busy London airport. I've witnessed firsthand the frustrations that come with flight delays and cancellations. Today, I want to share a compelling story that highlights the importance of record-keeping when facing such disruptions, especially with airlines like Ryanair.
The Power of Documentation: Helen's Victory
In September last year, passenger Helen Kirrane experienced a significant delay on her Ryanair flight from Dublin to London. The flight was delayed by three and a half hours, and Ryanair attributed the delay to air traffic control (ATC) restrictions, a common defense airlines use to avoid compensation payouts. However, Helen's attention to detail and proactive documentation turned the tide in her favor.
The Pilot's Revealing Comment
Before takeoff, the pilot made an announcement that the aircraft was initially scheduled to fly to Birmingham, not London. This seemingly innocuous comment contradicted Ryanair's claim that ATC restrictions were to blame for the delay. Recognizing the significance of this information, Helen made a note of the pilot's statement.
Timestamped Evidence: Text Messages
Helen also sent text messages to her boyfriend during the delay, creating a timestamped record of events. These messages provided concrete evidence of the delay's duration and the circumstances surrounding it.
The Compensation Claim Process
Armed with her notes and text messages, Helen submitted a compensation claim to Ryanair. As expected, the airline initially rejected her claim, citing "extraordinary circumstances" beyond their control. Undeterred, Helen escalated her case to Aviation ADR, an alternative dispute resolution service.
The adjudicator found that only 14 minutes of the delay were due to ATC issues, with the primary cause being the late arrival of the aircraft from a previous flight. Consequently, Ryanair was ordered to pay Helen £220 in compensation.
Key Takeaway: Helen's success highlights the importance of:
Noting specific comments from airline staff.
Keeping timestamped records of events.
Persisting even if your initial claim is rejected.
Understanding Your Rights
Under UK law, passengers have specific rights when flights are delayed or cancelled. Here's what you need to know:
Eligibility for Flight Delay Compensation
You're entitled to compensation if:
Your flight departs from a UK airport on any airline or arrives at a UK airport on a UK or EU airline.
The delay exceeds three hours.
The delay is within the airline's control (e.g., technical issues, operational problems).
Flight Delay Compensation Amounts:
Short-haul flights (under 1,500km): £220
Medium-haul flights (1,500km – 3,500km): £350
Long-haul flights (over 3,500km): £520
Denied Boarding Due to Overbooking
Airlines sometimes overbook flights, anticipating no-shows. If you're denied boarding against your will:
Compensation: Similar to delays, based on flight distance.
Alternative Flight or Refund: The airline must offer you a choice between an alternative flight at the earliest opportunity or a full refund.
Travel Tip: To minimise the risk of being bumped, check in as early as possible. Ryanair allows check-in up to 60 days before departure if you've purchased a seat. Otherwise, free check-in opens 24 hours before departure.
Steps to Take When Facing Ryanair Delays or Cancellations
Document Everything:
Announcements: Note any statements from the crew about the cause of the delay.
Communications: Save emails, texts, or messages from the airline.
Expenses: Keep receipts for any costs incurred due to the delay (meals, accommodation, transport).
Know Your Rights:
Familiarize yourself with compensation rules and entitlements. The Civil Aviation Authority provides comprehensive information.
Submit a Claim:
Contact the airline directly with your evidence.
If rejected or ignored, escalate to an alternative dispute resolution service like Aviation ADR.
Stay Persistent:
Airlines may initially deny claims. Persistence, backed by solid evidence, often leads to a favorable outcome.
Recent Developments: Ryanair's Customer Service Challenges
Ryanair has faced criticism for its handling of customer service issues. In one instance, a passenger's flight from Manchester to Knock was aborted due to a storm and returned to Manchester. Passengers were promised free rescheduling via email, but one traveler faced difficulties accessing this offer and was initially denied a refund. Ryanair later acknowledged a customer service error and resolved the issue.
TOP TIP: Always document promises made by airline staff and follow up diligently to ensure they're honoured.
Check-In Early: As mentioned, early check-in reduces the risk of being denied boarding due to overbooking.
Purchase Seat Selection: While it comes at an extra cost, selecting a seat allows earlier check-in and peace of mind.
Stay Informed: Regularly check your flight status and any communications from the airline leading up to your departure.
Ready for take off with Ryanair
Navigating flight delays and cancellations can be daunting, but being proactive and informed makes a significant difference. Take control of your travel experiences. Remember, knowledge is power, and with the right approach, you can turn a frustrating situation into a victorious one.
Check out my flight delay guide as its also applicable if your flight is cancelled or if you are denied boarding becasue the airline has oversold the flight.
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Also I did put together a guide full of tips and tricks for flying with Ryanair, take a look it might answer some of your questions if you didn't find the answer here.
Safe travels, and may your flights be ever on time!
For more Plane tips, Plane travel news, and a sprinkle of humour, follow me on social media. Let's make your journeys as smooth as possible!
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Hello I’m Paul a travel and flight expert, I spent most of my career working in and around planes with 15 years providing top-notch service with a London-based airline. I became an expert in travel after soaring across the Atlantic up to 10 times a month!
I’m now, producing travel content, reaching millions of viewers monthly. Reporting on travel news, sharing travel tips, reviews, and deals with a sprinkle of humour and a whole lot of authenticity!
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