Passengers have hit out at Ryanair after the airline offered vouchers instead of refunds for cancelled flights amid the coronavirus pandemic.
An email from the flight operator sent to some customers awaiting a refund read: "You can request a cash refund however bear in mind we will place your request in the cash refund queue until the COVID-10 emergency has passed.
"We highly recommend using the refund voucher as these are readily available and you can book flights on all Ryanair Group airlines in over 200 destinations in Europe and the Middle East."
The airline's official website says on their refund policy: "If your flight has been cancelled you have been notified by email and SMS and given the option to request a refund, rebook or re-route your journey and avail of reasonable care, as applicable. Otherwise, your flight is operating as normal."
A Ryanair spokesperson told The Herald: “For any cancelled flight, Ryanair is giving customers all of the options set out under EU regulations, including refunds”.
READ MORE: Coronavirus: Ryanair issue important travel update to customers seeking to return home
Another section on their site reads: "Once a Ryanair flight is operational, and does not have a delay exceeding 2 hours, then it is not possible to get a refund. All Ryanair flights are changeable but they cannot be cancelled."
However, many have had their flights cancelled but not had a cash refund.
Furious customers hit out at the flight operator on social media.
One user wrote: Ryanair are you for real? I requested a REFUND. NOT a travel voucher. Get f**ked. Basically telling people to take the voucher and shut up about it. Ridiculous"
Another added: "So you cancelled my flight from Stansted to Dublin but not the return... Makes no sense"
@ryanair how do I get a refund you have promised for weeks and how now sent a voucher to me? I do not want a voucher I want my money back #ryanairrefund
— SJ (@Soph58495924) April 21, 2020
@Ryanair I have been waiting over 28days now to get refunded for a flight that was cancelled. I was promised in several emails that I would receive my refund and it has has still not been processed! I just want my money back #COVID19 #Ryanair #ryanairrefund #michaeloleary
— Mary Lucey (@fairy_mary) April 21, 2020
But are you still entitled to a refund?
Rivals British Airways, Easyjet and others are offering customers a refund for cancelled flights.
READ MORE: Coronavirus: EasyJet plan to keep middle seats empty once flights resume
Which reports "Despite what airlines and travel companies are telling their customers, the law has not changed. You are still entitled to a full refund if a European Union airline cancels a flight – or any airline cancels a flight from the European Union.
"If you want a refund there is no need to feel pressured into accepting a voucher instead. However, you should be prepared for a struggle to get your money back."
Some passengers are being encouraged to make a chargeback claim from their bank, claiming from Paypal, or claiming on a credit card if they need the money refunded quickly. Credit card providers may be liable when a product or service is not provided if you’ve paid more than £100 and less than £30,000.
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