Budget airline Ryanair has told passengers it won't be paying out cash refunds until the coronavirus pandemic is over, meaning customers might have to wait months before they get their money back for cancelled flights.
Anyone who was supposed to be travelling but has had their previous or future flight cancelled due to the Covid-19 outbreak has been offered vouchers or an alternative flight at a later date instead.
However, if passengers want their money back rather than one of those options, they've been told they should wait in a queue and will be paid once the coronavirus restrictions are slackened.
Under EU and UK law, airlines and package providers must fully refund customers' money within 14 days if the trip is cancelled.
On top of that, the Dublin-based airline slashed wages of some staff last month, and placed pilots and cabin crew on the Irish Government's version of the furlough scheme - the Irish Temporary Wage Subsidy Scheme.
Ryanair has said that while they're still processing refunds, they've got a large backlog due to the social distancing measures in place and said some customers will not receive their money back until 'this crisis is over'.
Naturally, customers are not best pleased with the airline. Some have already been waiting for more than five weeks for a refund, only to then be issued vouchers.
On social media, one unhappy customer said: "So @Ryanair have decided to give me a voucher despite me being in a queue for a refund for a month! And if I want to get a proper refund I need to wait online to speak to a chatbot, which is only available during the day. Give me my money back."
Another shared a photograph of the frequently asked questions page of Ryanair's website, writing: "What nonsense is this? @Ryanair - four weeks after I've already requested a refund, you're telling me I'm not entitled to my own money?"
A third said: "Scandalous behavior and attitude from @Ryanair. Applied for a refund 5 weeks ago for flights that were cancelled and got 3 emails back asking to bear with them as they were overwhelmed with requests. (Fair enough) They then send an email today offering a travel voucher."
An email sent to customers by Ryanair reads: "Please note that as our customer care agents are required to work from home to limit the spread of Covid-19 virus, payment security restrictions prevent us from processing refunds as quickly as we would like to."
A Ryanair spokesperson told the Mirror: "For any cancelled flight, Ryanair is giving customers all of the options set out under EU regulations, including free moves and refunds in the form of cash or vouchers.
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"The process time for cash refunds is taking longer due to the fact we are having to process 10 times the usual volume and have fewer staff available due to social distancing measures.
"Ryanair is offering vouchers and free moves as these are automated and would give customers an alternative.
"Customers who choose not to accept a free move or voucher will be refunded in due course, once this unprecedented crisis is over.
"We apologise for any inconvenience this may cause and we thank our customers for bearing with us."
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