![]() ![]() 'To help these customers Ryanair launched its Customer Verification process in July. The airline said: 'Unfortunately many online travel agents provide Ryanair with fake customer contact and payment details, which resulted in thousands of customers being unable to obtain their flight refunds during the Covid crisis, as many of these unauthorised screen scrapers held their cash for months. Which? says under EU law, airlines should only issue vouchers in lieu of refunds with the customers’ signed consent.Īnother issue with refunds, according to Ryanair, is screen-scraper websites. Michael O’Leary wasn’t aware of these cases when he made his comments In an investigation last month, consumer champion Which? cited the example of one Ryanair passenger who was sent a voucher after his flights to Tenerife were cancelled, but with no instructions on how to exchange this for cash as the link to do this was not included on the voucher email.Īnother passenger whose flights to France were cancelled claimed he received a voucher and clicked the link to reject this for cash - but only received his refund after Which? intervened. This misalignment firstly seems to be the result of the airline issuing vouchers to trigger refunds and some passengers then struggling to process them. So why does Ryanair keep performing badly in surveys about refunds if it's doing such a sterling job of issuing them? Ryanair has strongly defended its refund track record, with CEO Michael O'Leary last month saying that 'every single customer who has requested a cash refund has now received it from March, April, May, June and July'. In addition, Ryanair says there have been issues with refunds for passengers who have booked through screen-scraping websites (more on this in our boxout below). Under EU law, airlines should only issue vouchers in lieu of refunds with the customers’ signed consent. The misalignment between this defence and poor showings in refund surveys ( in previous MSE studies, for instance) appears to result from the airline issuing vouchers to trigger refunds, which some passengers have struggled to process. Ryanair has strongly defended its track record on issuing refunds for cancellations - saying all customers between March and August who had requested cash refunds have had them processed. Also faring badly was Teletext Holidays (ninth-worst) on 12 per cent, Love Holidays (seventeenth-worst) on 32 per cent and Ryanair (eighteenth-worst) on 33 per cent. It showed that just eight per cent of (seventh-worst) customers said they'd had a refund from for a cancelled trip. uk follows closely behind and ranks third with 5.08%.The survey, which had 42,563 consumer responses, was carried out by (MSE) - its third this year looking at travel refunds. The highest-ranking online travel agent is currently Thompson Holidays with 7.99% of the market share according to June figures from Hitwise. It is competing with some very sophisticated brands so they will struggle unless they can be clear what the brand stands for.' ‘Consumers need a clear reason to book a holiday through Teletext. Gary Jacobs, chief executive of agency Fox Kalomski, says a robust marketing strategy is central to the brand's success. It will run across the group's newspapers including The Daily Mail, Metro and London Lite as well as online. A spokesperson for Teletext says a brand campaign will launch this week to raise awareness of the Associated News- owned brand as an online travel retailer. When it comes to attracting traffic a strong marketing campaign will need to make the brands' aims clear to consumers. ![]() Offers are shown in price order so unless the offer is the cheapest it won't get much exposure,' says Darby. ‘As the Teletext website exists it is hard for an advertiser to make money from an uploaded offer. Some thought will have to be put into how Teletext develops its websites to appeal better to advertisers, however. Sheena Darby, head of Future Travel, a division of Co-operative Travel, says most advertisers will have developed a contingency plan when it became clear the digital switch over would effect how Teletext is positioned. ![]() The brand also operates .uk, where consumers can rent holiday properties.īut how will this change in strategy effect advertisers using these sites to promote their own offers or running display ads? Its .uk site is a travel retail site competing with online travel agents such as .uk. uk is a holiday price-comparison site with the emphasis on affordable travel and last-minute deals. ![]()
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