BUSINESS NEWS


Eddie Wilson: ‘These companies have not refunded customers. It’s a scandal’


Ryanair calls on CAA to act on refunds ‘scandal’


Airline chief Eddie Wilson spoke to Ian Taylor about OTA customer refunds


Ryanair has accused leading online travel agents of denying customers’ refunds for cancelled flights by withholding booking details and called on regulators to act. The carrier has accused Love


Holidays, On the Beach, Kiwi.com and lastminute.com of blocking its attempts to refund customers as it clears a backlog of millions of cancellation claims and has launched an online verification


36 16 JULY 2020


process for OTA customers. Loveholidays hit back insisting it


“absolutely refutes the allegation that we have provided any fake customer information or deliberately delayed the processing of airline refunds”. But Eddie Wilson, chief executive


of Ryanair DAC, told Travel Weekly: “They screen-scrape our website, pass on our fares and add a charge, then passengers are left hanging. “People might buy a package, they


say the flight is €49.99, then buy it off us for €19.99 while the customer is booking with them. They take the passenger’s card number, but pay us with a virtual card and substitute the email address with an email in real time. They are pretending to be passengers. It’s very clever. “They go to all that trouble


Continued on page 34 travelweekly.co.uk


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