RYANAIR has been ranked as the worst short-haul airline in handling refunds during the coronavirus pandemic.
The DublinWhich consumer group based service provider received a money-back satisfaction score of only 47% in a survey of which consumer group?
More than 1/5 of respondents have booked Ryanair Flights canceled or they are unable to board due to the virus crisis said it took them more than a month to get a refund.
One customer said: “Ryanair is the hardest airline I’ve come across. It seems so proud of it.”
British Airways is ranked second lowest of the five airlines for refund satisfaction, with a score of 63 per cent.
Some passengers who called the company said they had spent hours waiting to be hung up, while others were constantly being transferred between different departments.
The majority of flights were canceled after the start of the pandemic in the spring of 2020 due to reduced travel demand.
Under consumer law, affected passengers are entitled to a refund within 14 days, but many airlines have been overwhelmed by requests.
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Millions of passengers are also struggling to get refunds for previous flights, but they are unable to use them due to the coronavirus lockdown.
Jet2.com was ranked as the best short-haul carrier for refunds, with 84% of respondents satisfied with the way their claims were handled.
One passenger said: “The pandemic has seen Jet2 shine. Its customer care standards far exceed any other low-cost airline.”
In October 2021, which one? surveyed more than 1,124 members of their online research panel who had experienced an interrupted flight since March 2020.
‘Horrible CUSTOMER SERVICE’
What? Travel editor Rory Boland said: “Ryanair’s consistently terrible customer service has made it one of the worst performers in our surveys for years – but the airline no has plummeted to new depths with its handling of Covid refunds.
“BA’s reputation was also significantly affected by its efforts to refund passengers who were unable to travel because they were following Government health guidance.
“Many passengers will not forget how they were treated by companies during the pandemic.
“Covid can still disrupt international travel, so we recommend travelers book with operators that have flexible booking policies and a track record of treating their customers fairly. .”
British Airways said in a statement: “We are proud that we are the first UK airline to offer customers the flexibility to modify their plans at the start of the pandemic, by offers vouchers they can use until September 2023.
“If we cancel a flight, we are always in contact with the customer to offer a range of options including a full refund. We have issued over 4.2 million refunds and have processed them. over 3.3 million coupon requests to date.
“However, we know we can do better, and we’re working hard behind the scenes, upgrading our phone systems and hiring more people to deliver a better and faster customer experience,” he said. We know our customers deserve it.
“We never take customer loyalty for granted and appreciate their patience as our teams work around the clock to support them.”
Ryanair did not respond to a request for comment on the study.
https://www.thesun.ie/travel/8303438/ryanair-ranked-worst-short-haul-airline-covid-19-pandemic/ Ryanair ranks worst short-haul airline for refund handling during the Covid-19 pandemic