Ryanair cancellations: Airline asks affected customers 'to bear with us'

Customers have been taking to social media to highlight problems claiming their entitlements

Ryanair cancellations: Airline asks affected customers 'to bear with us'

Picture by: NurPhoto/SIPA USA/PA Images

Ryanair customers are reporting problems claiming their refunds & compensation for cancelled flights, as the company says it is 'doing everything it can' to process requests.

Last week, the company announced that dozens of flights a day will be cancelled over the next six weeks.

Customers have been taking to the company's social media pages to say they've been cut off when trying to call customer services.

Others have reported errors when attempting to complete online compensation forms.

In a statement this afternoon, Ryanair said all 315,000 customers affected customers received email notices of the cancellations on Monday.

The airline expects to have processed 65,000 refunds and re-accommodated 175,000 affected customers on other Ryanair flights by close of business today.

The airline also expects to have refunded or processed alternative routes for 95% of affected customers by the end of this week.

Ryanair’s Kenny Jacobs said the company 'sincerely apologises' to anybody affected.

He explained: "We have taken on extra customer service teams to speed up the rate at which we accommodate and action alternative flight requests or refund applications. We expect to have the vast majority of these completed by the end of this week.

"The vast majority of these requests are being dealt with online, but as our call centres and chat lines are extremely busy, we ask affected customers to bear with us as we do everything we can to respond to their requests and try to resolve any problems we have created for them, for which we again sincerely apologise."

Ryanair CEO Michael O'Leary acknowledged earlier this week that the company had 'messed up', citing rostering problems as one of the reasons behind the mass cancellations.

The company yesterday confirmed it has offered pilots bonuses of up to €12,000 if they agree to give up annual leave entitlements, as part of efforts to plug gaps in rosters.

The Commission for Aviation Regulation has been highlighting the entitlements of passengers, including compensation when flights are cancelled at short notice.