RYANAIR SAYS it will not be able to complete the processing of passenger requests for refunds arising from the volcanic ash cloud until the end of the year.
However, the aviation regulator says it is satisfied that the four main Irish airlines are responding adequately to the “exceptional burden” placed on them when the ash cloud disrupted flights across Europe last April and May.
According to the Commission for Aviation Regulation, Ryanair has processed all requests for ticket refunds from affected passengers and about half of all claims for expenses incurred.
The airline says it has acknowledged all expense claims and has asked customers to be patient.
Aer Lingus says it has dealt with all ticket refund requests and about 95 per cent of expense claims; these will be completed in the next few weeks.
Aer Arann and CityJet say they have concluded the processing of all ticket refund and expense claims by passengers.
The commission did not provide information about the number of passengers seeking refunds or reimbursement from individual airlines, or about the amounts involved.
Aer Lingus and Ryanair, which between them cancelled almost 12,000 flights, have claimed the disruption caused by the ash cloud will result in payout of more than €70 million.
However, there is some scepticism in official circles about this estimate.
The commission says it continues to receive enquiries about the timing of refunds and reimbursements from airlines and is in ongoing contact with the carriers involved. It says passengers with claims who have not heard from their airline should contact the carrier immediately, and keep copies of tickets, receipts and other relevant documentation.
Where passengers are unhappy with the response or level of reimbursement from their airline, they are entitled to appeal to an enforcement body.
In the case of flights that originated in Ireland, the enforcement body is the commission.
In the case of flights originating in other European countries, their complaints should be directed to the relevant national enforcement body.
Under EU passenger rights regulation 261/2004, airlines must reimburse reasonable expenses incurred by passengers affected by volcanic ash. These include hotel and food bills.
Ryanair has processed about half of expense-refund requests.
The Icelandic volcano Eyjafjallajokull, which erupted on April 14th, saw European airspace closed for six days.
Airspace over western Europe was partially closed again in May.
Twelve million passengers across Europe had their flights cancelled as a result.
New measures designed to minimise the disruption caused by such events came into force on May 18th.
The Irish Aviation Authority and the UK’s Civil Aviation Authority jointly agreed a new fly-zone that will allow aircraft to fly closer to ash clouds.
The decision was made on the basis of data collected from aircraft engines in the weeks after the volcano first erupted.
