Belfast Telegraph

Ryanair must 'rebuild name' after flight cancellation row

By Neil Lancefield

Ryanair needs to rebuild its reputation following the row over its handling of flight cancellations, Transport Secretary Chris Grayling said.

The budget carrier was accused by the Civil Aviation Authority (CAA) of not complying with the law in what it told affected passengers they were entitled to.

Asked by the Commons' transport select committee whether the rules in relation to how airlines treat customers need tightening, Mr Grayling said: "I don't think there's a problem here with the law. I think it's just a question of corporate behaviour.

"I don't think it was a triumphal period in the history of Ryanair. I'm sure customers will have noted the experience at the time.

"I think they have some reputation rebuilding to do."

Mr Grayling told the select committee that it is "unacceptable for any airline not to fulfil the responsibilities of consumer law".

Around 700,000 passengers were affected when Ryanair cancelled flights between September and March.

The CAA claimed the airline did not initially inform them that they were entitled to be re-routed by other carriers under EU261 rules.

Ryanair responded by emailing customers to clarify their rights.

It told them they can receive a refund or be transferred to other flights or travel by trains, buses or car hire.

Belfast Telegraph

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