Call for rules for stranded passenger refunds

REIMBURSEMENT:REGULATORY AUTHORITIES across the EU should publish guidelines on what stranded passengers can claim back from airlines, the Government's emergency response taskforce said yesterday.

The call for clear advice to consumers came as Ryanair reversed its position on reimbursing passengers for expenses incurred as a result of flight cancellations. EU regulations state that airlines have to offer passengers affected by flight cancellations a refund or a rerouting on the next available flight and mandate that they are obliged to provide accommodation and refreshment for those who choose to be rerouted.

On Tuesday the airline’s chief executive, Michael O’Leary, described as “absurd” the legal obligations and insisted that Ryanair would not cover the accommodation or food costs of passengers over and above the “original air fare paid by each passenger”. The airline confirmed yesterday that it would comply with the regulations, with its spokesman Stephen McNamara saying Mr O’Leary “had got it wrong”.

For his part, Mr O’Leary said the move was not a response to demands from governments or regulatory authorities but from passengers. “We recognise our mistake. We hold up our hands. We have not caved in to pressure from some idiot politician.”

He said claims for reimbursement would have to be reasonable. “Clearly you can’t check yourself into the five-star Palazzo Hilton in the middle of Madrid at €2,000 a night and send us a bill for seven days. I think everyone knows what reasonable accommodation and what reasonable meals cost.”

Mr O’Leary said Ryanair had campaigned for these reimbursements under passenger rights legislation to be limited to the ticket price paid in the same way they are for train, coach and ferry operators.