During the EP plenary session (2-5 October 2017) in Strasbourg, MEPs debate with the Council and Commission how to enforce passenger rights in the event of massive flight cancellations, like Ryanair’s. Statements by Matti MAASIKAS, Estonian Deputy Minister for EU Affairs and Violeta BULC, Member of the EC in charge of Transport.

Strasbourg

debate

plenary session

MAASIKAS, Matti (EE)

BULC, Violeta (SI, EC)

passenger rights (T)

air transport package (T)

Thousands of cancellations of flights by Ryanair (and the enforcement of the air passenger rights regulation): extracts from the debate - illustrative material

SOUNDBITE (English), Matti MAASIKAS, Estonian Deputy Minister for EU Affairs, Ryan Air has grown to become the largest EU airline by scheduled passengers flown, and carried more international passengers in 2015 than any airline in the world. It currently operates from 84 bases connecting 33 countries across Europe and North Africa. The abrupt cancellation in the six weeks from September to October 217 by Ryan Air of thousands of its flights in the EU, has caused major disturbances for passengers. A large number of them were left stranded at airports, and many had to cancel journeys or re-route their flights. There are complaints that in a number of cases the airline has given little or no notice of such cancellations.Further more, there have been claims that the limited information dispensed by the airline with regards to reimbursement, re-routing or return, as well the assistance and the right compensation may have been misleading to passengers.

SOUNDBITE (English), Violeta BULC, Member of the EC in charge of Transport, The Commission has contacted Ryan Air and we expect them fully comply with these obligations. Together with my colleague, Commissioner JOUROVA, I have written an official letter to Ryan Air to underline our concerns and highlight their obligations under EU law. First, we recalled that passengers must receive correct and complete information about their tights in due time, in order to be able to enforce them including on re-routing and compensation. Second, Ryan Air has to ensure that all communication channels are working properly, and that passengers can communicate with staff. Third, another important issue is the complaints handling process. Ryan Air should make available on its website the information on its complaint handling process, and on the relevant contact addresses where passengers can file complaints.

Ryan Air has already responded by giving a number of assurances, addressing the issues we have raised. Indeed, for September and October, 98% of affected customers have had their claims processed. For November to March 2018, the figure is at 75% and we expect this go up rapidly in the coming weeks.

Headline from news paper Le Soir announcing cancellations ( 3 shots)

Information from Ryan Air on refunding and rebooking (7 shots)

Letter and voucher from Ryan Air with refund of cancelled (2 shots).