Ryanair can’t refund customers for cancelled flights until after the coronavirus lockdown ends

RYANAIR customers are being told refunds won’t be paid until the coronavirus lockdown eases - with some told to wait up to 120 days to receive cash.

Customers who’ve had flights cancelled are instead being offered vouchers or a free flight change.

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While those who demand refunds are being told there is a backlog of 90 to 120 days to receive cash back.

Customers claim that they have been told by the airline that its staff which process refunds have been placed on furlough and others say they’ve been told customer service agents are working from home.

The airline, which is based in Dublin, Ireland, slashed pay for some colleagues by up to 50 per cent while pilots and cabin crew have been placed on the Irish version of furlough - the Irish Temporary Wage Subsidy Scheme (TWSS).

Ryanair says that it is still processing refunds but that due to the social distancing measures they have a large backlog and that customers may not be refunded until "this crisis is over."

Customers have slammed the airline on social media, with some waiting more than five weeks for a refund only to have vouchers issued instead.

Ryanair customers waiting on a refund have been receiving an email attaching vouchers instead which says: “Please note that as our customer care agents are required to work from home to limit the spread of COVID-19 virus, payment security restrictions prevent us from processing refunds as quickly as we would like to.”

Customers are then given a link to a COVID-19 help page where they can call, chat or DM on social media to be ‘put in the queue’ for refunds.

However, long wait times have been recorded for anyone trying to get through with phone lines closed at points due to the amount of people asking for information.

Consumer law states that airlines and travel package providers must give customers' their money back if the firm cancels their trip.

If your holiday is cancelled by your tour operator, the money has to be refunded within 14 days, or seven days if the airline called off your flights.

Today, Which? named Ryanair, British Airways and TUI among the travel firms which have broken these rules.

While MoneySavingExpert said it had reported the airline to the Civil Aviation Authority and Trading Standards.

Martin James, the consumer rights expert for Resolver, believes that offering vouchers to customers asking for a refund is only making the situation worse.

He said, “Airlines are under siege from people seeking refunds on flights, but that situation has been made worse by unclear and misleading statements from some businesses.

“Put simply, help keep the airline in business if you can by taking vouchers or moving your flight forward - but don't be forced in to it - you are entitled to a refund.”

A Ryanair spokesperson said: “For any cancelled flight, Ryanair is giving customers all of the options set out under EU regulations, including free moves and refunds in the form of cash or vouchers.

"The process time for cash refunds is taking longer due to the fact we are having to process 10,000 the usual volume and have fewer staff available due to social distancing measures.

"Ryanair is offering vouchers and free moves as these are automated and would give customers an alternative.

"Customers who choose not to accept a free move or voucher will be refunded in due course, once this unprecedented crisis is over.

"We apologise for any inconvenience this may cause and we thank our customers for bearing with us”.

Yesterday, The Sun reported that Ryanair are being refused refunds until the coronavirus crisis is over.