![]() ![]() This misalignment firstly seems to be the result of the airline issuing vouchers to trigger refunds and some passengers then struggling to process them. So why does Ryanair keep performing badly in surveys about refunds if it's doing such a sterling job of issuing them? Ryanair has strongly defended its refund track record, with CEO Michael O'Leary last month saying that 'every single customer who has requested a cash refund has now received it from March, April, May, June and July'. In addition, Ryanair says there have been issues with refunds for passengers who have booked through screen-scraping websites (more on this in our boxout below). Under EU law, airlines should only issue vouchers in lieu of refunds with the customers’ signed consent. The misalignment between this defence and poor showings in refund surveys ( in previous MSE studies, for instance) appears to result from the airline issuing vouchers to trigger refunds, which some passengers have struggled to process. Ryanair has strongly defended its track record on issuing refunds for cancellations - saying all customers between March and August who had requested cash refunds have had them processed. Also faring badly was Teletext Holidays (ninth-worst) on 12 per cent, Love Holidays (seventeenth-worst) on 32 per cent and Ryanair (eighteenth-worst) on 33 per cent. It showed that just eight per cent of (seventh-worst) customers said they'd had a refund from for a cancelled trip. The survey, which had 42,563 consumer responses, was carried out by (MSE) - its third this year looking at travel refunds.
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