Ryanair acts illegally; others airlines practice dirty tactics

By | Category: Travel rumblings

is the airline acting illegally as alleged by EUclaim?

In a strongly worded attack on some airlines, EUclaim – the flight compensation company – says that airlines are making it difficult for passengers to claim compensation to which they are legally entitled.

The company says that Ryanair has changed its terms and conditions to illegally limit passengers’ rights to claim compensation. Tjitze Noorderhaven, Manager of EUclaim said, “Article 15 of Regulation 261/2004 clearly states that the commitments outlined in the Regulation cannot be limited or waived, but these updated terms and conditions from Ryanair flagrantly disregard the guidelines already in place in the Regulation and show a new level of contempt for weary Ryanair customers.”

But doesn’t Ryanair claim that it is year 3 of their “Always Getting Better” customer experience improvement programme? On EUclaim’s assertion Ryanair has a long way to go. EUclaim says that the link Ryanair provides to file a claim does not even lead to a customer care department, but instead to the UK’s Civil Aviation Authority.

Other airlines do not escape the lash of EUclaim’s tongue. It says that Thomson buries any information relating to flight delay or cancellation in their website and finding the relevant claim form on Thomson’s site took three people an average of 13.21 minutes. Then Thomson says that passengers may wait  56 days for an answer. Here at Just about Travel, we know people who have waited longer for a reply.

Virgin plane in flight

Virgin buried details on how to claim under EU261

Virgin Atlantic is no better. It took three university graduates a total of 15:21 minutes to find the correct online form on Virgin Atlantic’s website according to EUclaim. It took 24.29 minutes to find the form on Jet 2’s website.

In the case of easyJet, Noorderhaven claims that the airline says that passengers are entitled to refreshment vouchers. In this way, it says, easyJet is attempting to “palm the passenger off and distract them from what they are actually entitled to, financial compensation.”

With British Airways, EUclaim suggests that passengers need a law degree to understand the “gibberish.”

thomson flight

Should passengers have to wait 56 days for a reply from Thomson?

Noorderhaven says, “…these dirty tactics make a mockery of the legislation and highlight the real contempt with which airlines hold the rights of passengers.”

In fact, claiming under the legislation is quite easy.  The CAA provides guidance and a template letter you can use. Click here to see it or go to http://www.caa.co.uk/Passengers/Resolving-Travel-Problems/How-the-CAA-can-help/Tips-on-complaining/

Getting the compensation from an airline is more problematical as some have taken obfuscation to a new art form. Be persistent. This information from EUclaim shows just what the passenger can be up against.

Is it not time for the CAA to read the riot act to all airlines, remind them of their responsibilities and order them to pay legitimate claims in a speedier manner?

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