My complaint:
Katriin Pannal (TransferWise)
Aug 31, 2021, 11:50 GMT2
Hello Mark,
Unfortunately, the merchant (Ryanair) has rejected our chargeback by claiming that the flight operated as scheduled and therefore they have provided the services from their end.
I’ve attached the merchant’s documents to this email.
Based on the information received, it unfortunately seems that we can’t take this case further. As Ryanair is acting in accordance with their terms and conditions, then we don’t have grounds to escalate this case. We could only proceed if Ryanair had already promised a refund or you would be eligible for a refund based on their terms and conditions.
Though other airlines are more flexible when it comes to situations like these, then sadly this is not sufficient for us to proceed with this case.
Should you have any other documents that might serve as counter-evidence to the merchant’s claims, then please send these over to us and we can take a further look.
Best wishes,
Katriin
Card Disputes Team
Dear Katriin,
Many thanks for your Email.
Unfortunately, I strongly disagree with the position that Ryanair is taking, and I am not satisfied to leave the matter as is.
I have provided ample evidence of the following facts:
a) the ticket was cancelled within 1 hour of booking and payment
b) the reason for cancellation was because of a Covid related motive (I would have been forced into a quarantine, which totally defeated the purposes of the journey)
c) nowhere was the quarantine requirement stipulated on the Ryanair website with regard to the particular flight that I had booked
d) all attempts to contact the company and to speak to someone about this case were IMPOSSIBLE. They do not answer calls and could only be reached by Email, and even these were simply ignored. This is clearly a DELIBERATE policy to avoid customer contact.
e) Upon rejection of my refund claim, in good faith and by way of compromise, I asked for a voucher. Once again, they did not even bother to respond.
Their rejection of my claim (attached) consistently claims a no show. This is pretty tenuous. If you can’t fly, and you have already advised them of the fact within 1hr of booking, and 2 weeks before the scheduled date, then it is hardly likely that you are going to show up for the flight.
There are questions of legality here. It is all very well to announce to the world that they have a No Refund policy, and in the smallprint they may indeed have a case, but in situations like this, where nearly every single airline in the world is bending over backwards to accommodate their customers, Ryanair’s approach is perfectly disgusting and immoral.
I do not know where the final decision lies – or who arbitrates in matters such as these. You (Wise) say that you cannot pursue the matter further, but what about the Mastercard, who paid for the ticket before debiting the bank? They are the party who must reclaim the money from Ryanair, and not yourselves. Perhaps they have a different take on the matter?
This is maddening. I feel that I have been robbed – in broad daylight – by a scandalous company, and cannot find recourse.
If you doubt anything that I have itemised and explained in this Email, or require any more evidence to support these statements, then I will willingly provide the same. In the meantime, if you have any means by which to further this challenge then I earnestly entreat you to do so. I have seen on the web many claimants, in almost identical situations to myself, and who have successfully charged-back on their credit cards.
How much does this depend on the WILL of the intermediary bank to pursue?
Yours faithfully,
Mark SCHONFRUCHT
Suggested solution:
Man-up and give me a voucher
