UK regulator launches enforcement action against Ryanair

The regulator wrote to Ryanair earlier this month in the wake of its decision to cancel thousands of flights, urging the airline to clarify their legal obligations and seeking assurances about how and when passengers would be rerouted onto alternative flights.

The CAA called on the airline to make a corrective public statement, to ensure customers were not misled and had accurate comprehensive information relating to their rights and entitlements.

However, in the airline’s latest announcement of thousands more cancellations, the CAA said it had again failed to provide customers with information regarding rerouting and care and assistance entitlements, which includes expenses.

Andrew Haines, chief executive of the CAA, said: “There are clear laws in place, which are intended to assist passengers in the event of a cancellation, helping minimise both the frustration and inconvenience caused by circumstances completely out of their control.

“We have made this crystal clear to Ryanair, who are well aware of their legal obligations, which includes how and when they should reroute passengers, along with the level of information it provides its passengers. The information Ryanair published today again fails to makes this clear.

“In expediting our enforcement action we are seeking to ensure that Ryanair’s customers will receive the correct and necessary information, to make an informed choice about an alternative flight.”