Ryanair, one of Europe's largest budget carriers, is facing fresh allegations of systematically failing its passengers. The spotlight is on the airline's handling of compensation claims for significantly delayed and cancelled flights, a right enshrined in EU law known as EU261.
The issue was thrust into the public eye by Heidi Alexander, the former Shadow Secretary of State for Transport. Ms Alexander has penned a formal letter to the UK's aviation regulator, the Civil Aviation Authority (CAA), urging a full investigation into Ryanair's practices. She contends that the airline may be deliberately obscuring passengers' legal rights to financial compensation.
The Core of the Controversy
At the heart of the dispute is the airline's communication with affected travellers. When a flight is disrupted, Ryanair's initial correspondence often attributes the delay to 'extraordinary circumstances' – a specific legal term that, if proven, exempts the airline from paying compensation. However, passengers who challenge this classification frequently find their claims subsequently approved.
This pattern suggests a potential 'computer says no' approach, where an automatic denial is the first line of defence, relying on a hope that weary travellers will simply give up rather than pursue their claim.
Why Passenger Persistence Pays Off
The law, which was retained in UK legislation post-Brexit, mandates that airlines pay up to £350 per person for cancellations or long delays within their control, such as:
- Routine technical faults with the aircraft
- Staffing shortages (e.g., lack of cabin crew or pilots)
- Problems with operational planning
Ms. Alexander's call to action is clear: she believes the CAA must ensure Ryanair is not designing a system meant to deter legitimate claims. For the public, the message is equally clear: if your flight is severely delayed, know your rights and be prepared to challenge an initial rejection.
