CAA expedites enforcement as Ryanair misleads customers

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The Civil Aviation Authority (CAA) has said it is expediting enforcement proceedings against Irish low-cost airline Ryanair for repeatedly misleading customers.

Ryanair has told passengers caught up in the recent pilot crisis that Ryanair did not have to book them onto another carrier if their Ryanair flight was cancelled.

This is in direct breach of European regulations EC261 that state that if a carrier cancels a flight then the customer is entitled to a full refund or rebooking onto another flight, even if that is with a rival carrier. It is the passengers choice, not the airlines.

The news comes as Ryanair today released a statement announcing more cancellations over its winter schedule affecting up to 400,000 passengers.

Ryanair has repeatedly denied that it has a shortage of pilots and the situation comes from “false claims made about them, and Ryanair, by competitor airline pilots in certain media outlets”.

The latest blow to Ryanair pilots came when Ryanair CEO Michael O’Leary said their job wasn’t hard and warned them that if they “misbehave there will be no goodies”.

Speaking about the enforcement action, Civil Aviation Authority’s Chief Executive, Andrew Haines, said: “There are clear laws in place, which are intended to assist passengers in the event of a cancellation, helping minimise both the frustration and inconvenience caused by circumstances completely out of their control.

We have made this crystal clear to Ryanair, who are well aware of their legal obligations, which includes how and when they should reroute passengers, along with the level of information it provides its passengers.  The information Ryanair published today again fails to makes this clear.

In expediting our enforcement action we are seeking to ensure that Ryanair’s customers will receive the correct and necessary information, to make an informed choice about an alternative flight.”

What can the CAA do?

In accordance with Part 8 of the Enterprise Act 2002, and during their consultation with the airlines, the CAA may seek legal undertakings from operators to ensure they change their policies and comply with the law.

Should an airline refuse to engage/agree to change their policies and comply with the regulations, the next step would be to start legal proceedings (court action) pursuant to Part 8 of the Enterprise Act, for non-compliance of EC261/2004.

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About the Author

Nick Harding
Nick is the senior reporter and editor at Aviation Wales as well as working freelance elsewhere. He has his finger firmly on the pulse on Aviation, not only in Wales but worldwide. Nick has been asked to speak in a professional capacity on LBC, Heart and other broadcast networks.

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4 Comments on "CAA expedites enforcement as Ryanair misleads customers"

  1. Jennifer kristiansen | Sep 27, 2017 at 9:51 pm | Reply

    I had my flight from Stansted to Sofia cancelled today and given the option of transferring to another Ryanair flight or a refund. As is booked through an agent, they have applied for a refund and booked me on an easy jet flight from Gatwick instead, however I have stumped up another £47 as the eadyjet flight is more expensive. Shouldnt Ryan Air be liable to pay the difference.

  2. ukaviationnetwork | Sep 28, 2017 at 2:22 pm | Reply

    Hi, Jennifer, Ryanair must rebook you, even if that alternative is more expensive. As your agent accepted a refund on your behalf Ryanair don’t have to rebook you onto another flight.

    • Jennifer kristiansen | Oct 1, 2017 at 11:39 am | Reply

      Hello again, could you tell me where we stand with the £80 vouchers they have issued us with. They are only valued during the period that Ryan Air have made the severest cuts, and owing to previously booked travel arrangements it’s impossible for us to travel during this period. Surely compensation should be paid in cash and not so restricted.

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