It found that 84% of Ryanair customers it surveyed have not received a refund as requested, compared with 23% at British Airways and 19% at another low-cost airline, Jet2. Ryanair has been widely accused of confusing customers, with numerous changes to its approach to refunds and vouchers. “Despite initially telling customers it was processing refunds at the beginning of the crisis, customers reported that Ryanair provided refund forms that didn’t work, before attempting to force vouchers on passengers who had specifically requested refunds. Correspondence seen by the Guardian’s consumer champions team also reveals how some Ryanair customers are being told that refunds are not possible because of physical distancing and payment systems rules. We are processing refunds for customers and aim to do so in less than 28 days.”

Source: The Guardian May 27, 2020 23:01 UTC