Ryanair must ‘re­build name’ af­ter can­cel­la­tion row

Belfast Telegraph - Business Telegraph - - News - BY NEIL LANCEFIELD

RYANAIR needs to re­build its rep­u­ta­tion fol­low­ing the row over its han­dling of flight can­cel­la­tions, Transport Sec­re­tary Chris Grayling said.

The bud­get car­rier was ac­cused by the Civil Avi­a­tion Au­thor­ity (CAA) of not com­ply­ing with the law in what it told af­fected pas­sen­gers they were en­ti­tled to.

Asked by the Com­mons’ transport se­lect com­mit­tee whether the rules in re­la­tion to how air­lines treat cus­tomers need tight­en­ing, Mr Grayling said: “I don’t think there’s a prob­lem here with the law. I think it’s just a ques­tion of cor­po­rate be­hav­iour.

“I don’t think it was a tri­umphal pe­riod in the his­tory of Ryanair. I’m sure cus­tomers will have noted the ex­pe­ri­ence at the time.

“I think they have some rep­u­ta­tion re­build­ing to do.”

Mr Grayling told the se­lect com­mit­tee that it is “un­ac­cept­able for any air­line not to ful­fil the re­spon­si­bil­i­ties of con­sumer law”.

Around 700,000 pas­sen­gers were af­fected when Ryanair can­celled flights be­tween Septem­ber and March.

The CAA claimed the air­line did not ini­tially in­form them that they were en­ti­tled to be re-routed by other car­ri­ers un­der EU261 rules.

Ryanair re­sponded by email­ing cus­tomers to clar­ify their rights.

It told them they can re­ceive a re­fund or be trans­ferred to other flights or travel by trains, buses or car hire.

Com­ments: Chris Grayling

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