Ryanair boss declares Ryanair is "beacon" for aviation industry on coronavirus refunds

Ryanair says it is “a beacon” for the aviation industry in the way it is handling passenger refunds. Ryanair has been the subject of widespread criticism for delays in returning money for flights cancelled because of the coronavirus pandemic. But Eddie Wilson, CE of the airline’s main brand Ryanair DAC, has said: “We have given out close to E750m in vouchers and in cash refunds. I would say actually we’re a beacon, we’re doing it right. We are making our way through this, we are giving regular updates. There’s up to 30m journeys that were cancelled. It is truly extraordinary.” Under European air passengers’ rights rules, airlines that cancel flights are supposed to refund the fare within a week. But Wilson said that deadline is unachievable. “Nobody can do this within seven days. It just can’t be done. We are really, really doing our best. We’re only back to full-time resourcing and customer services from 1 June. It’s hard to imagine the volume of this, and what people are actually working on here to get it through. Of course the people who aren’t shouting about it any more are the people that have got their money or changed their vouchers or changed their flight and have got on with it.” Wilson said that many of the continuing problems were related to bookings made through online travel agents (OTAs), with Ryanair unable to contact the customer direct.<br/>