HELP - Ryanair verlegt vlucht, weigert ons nu te helpen

[sn26567]

Binnen de 10 dagen zou je antwoord moeten hebben van customer services

Graag zouden wij dat antwoord hier willen lezen om te weten hoe de "New Ryanair" zulke claims nu behandeld.

[Passenger]

Binnen de 10 dagen zou je antwoord moeten hebben van customer services

Graag zouden wij dat antwoord hier willen lezen om te weten hoe de "New Ryanair" zulke claims nu behandeld.

Inderdaad, net zoals sn26567 (onze webmaster/senior moderator) ben ik ook benieuwd naar de reactie uit Dublin.

Poortom, ik stuur jullie nog wel een private message over dit voorval.

[Passenger]

Time to translate - allowing non-Dutch replies:

At 08th May, there was a huge fire in a terminal at Rome FCO (Fiumicino), closing the airport for a number of hours. Ryanair cancelled some flights and diverted some flights to Rome CIA (Ciampino). Apparently Ryanair sent emails and/or sms’ses to announce this change to their passengers, but not all of them got that message on time. In the first posts in this topic, new Luchtzak-member Poortom reported, in Dutch, what happened to hem:

- they were on holiday in Rome and didn’t checked their emails or sms on their last day there, just before their return home;

- they arrived at FCO on time, finding the airport closed for business. There was no one from Ryanair at the check in, where they had to report for their flight;

- they’ve informed with other passengers, and then found out that all FR-flights were landing in / taking off from CIA;

- together with two other tourists, they took a taxi from FCO to CIA;

- they arrived in CIA too late for the flight with their flight number to BRU;

- appparently, Ryanair had sent two buses from FCO to CIA with passengers for BRU;

- at CIA, ground staff (from Ryanair or Ryanair’s handling agent) told them they had missed their flight due to own error, and therefore were not offered a hotel;

there were seats available on a flight from CIA to CRL, but they had to pay “an insane high amount” for those flights. So they refused it;

- they booked a return flight from CIA via Copenhagen to Düsseldorf with SAS, at 230 €, for the next day, with family picking them up in DUS. Flights with / assistance from SAS were splendid.

I think it’s fair to state that rest of the discussion between Sean (Ryanair) and me was about the implementation of EU Rule 261/2004. Sean (Ryanair) wrote that “extraordinary circumstances” apply, meaning that Ryanair could not be held responsible. I stated that these “extraordinary circumstances” only apply to Article 7, about the indemnity (150-600 Euro), but that all other articles from 261/2004 remain in force.

I stated that Ryanair did not comply to Article 8 of EU-Rule 261/2004, article that states what assistance airlines have to offer in case of a cancellation due to extraordinary circumstances. Example: airlines have to assist the passengers, airlines have to give them a letter about the cancellation and their rights, and airlines have to offer the passengers the choice between a refund or a rebooking / waiting for the next available flight.

I stated that Ryanair did not offer that possibility to the clients: the flight FCO-BRU was cancelled and replaced by a CIA-BRU. And when they arrived too late in CIA for the flight CIA-BRU (because Ryanair didn’t gave them assistance at FCO), they were treated as “missed flight due to own fault”. At no time, they were offered the choice (as per Article 8) between a cancellation and a rerouting/rebooking.

On 10th May, the passengers “Poortom” have sent a mail to Ryanair, asking for a refund of all costs. At this moment, we’re awaiting a reply from the passengers about the response from Dublin.

EU-Rule 261/2004:
http://eur-lex.europa.eu/legal-content/ ... 61&from=EN

[Treeper]

any update on this story?