by Bradley Gerrard, The Telegraph, January 31, 2017
Ryanair has moved to create a 50-strong in-house team to deal with passenger compensation claims faster than any other airline in the wake of the wave of cancellations it announced last year.
The Irish carrier said it had been using two call centres in Hungary and Romania to field calls related to so-called EU 261 compensation claims, which are paid to passengers in the event of a cancellation or long delay.
But after having to deal with some 700,000 claims on the back of its decision to cancel thousands of flights over the winter months, the airline has decided to create a directly employed team in Madrid and make it easier to claim via its website and app.
Chief marketing officer Kenny Jacobs said the decision was informed by “some of the things we have learned in the past few months”. He said that Ryanair would now aim to pay customers the money they are owed within 10 days - less than the average 15 days it hits now and below the 28-day legal limit, as long as valid claims are submitted. He added automatic compensation was something the company was considering in the future.
The airline also said it wanted to eliminate non-recyclable plastics from its business in five years’ time and would provide further details on that as part of an environmental plan it will publish by March.