How Flight Delays and Compensation Claims Affect Ryanair’s Reputation?
Ryanair is Europe’s largest low-cost carrier. The airline is widely regarded as one of the best choices for every holiday due to its inexpensive tickets, punctuality, and commitment to safety.
However, Ryanair faces criticism for its handling of flight delays and cancellation compensation claims. Many passengers report never receiving payments despite months of trying.
Data on Ryanair’s Flight Delays
According to Eurocontrol, between 6 and 12 May 2024, Ryanair operated the most flights at 3,402 a day. This is miles in front of second place: easyJet, with 1,729 a day.
With so many flights, one would expect Ryanair to be the leader in delays. However, this is not the case!
Statistics of Flight Delays
Ryanair releases monthly flight statistics. More than 80% of the airline’s flights are on time every month, with 88% in April 2024, 91% in March 2024, and 92% in February 2024.
A 2023 study conducted by DailyMail found that 47% of Ryanair’s 73,250 summer flights were delayed. The average delay length was 29 minutes.
In comparison, the summer’s most delayed flights were operated by Wizz Air: 66% of the airline’s flights were delayed, with an average length of 55 minutes.
Therefore, despite taking first place in terms of number of daily flights, Ryanair consistently outperforms its competitors when it comes to avoiding delays.
Factors Influencing Delays
Delays can be attributed to many factors, such as:
- Technical issues: Safety is the number one priority. If a plane needs extra maintenance before taking off, the flight will be delayed.
- Logistical challenges: Staffing shortages at airports and lack of runway space sometimes causes challenges in planning, leading to delays.
- Weather conditions: Poor weather, like severe storms or high winds, grounds all planes in an airport.
Compensation Claims
European Union (EU) Regulation 261 specified how all airlines operating in the EU must handle compensation claims.
Overview of Compensation Policy for Delays
Compensation eligibility and amount are determined by the delay’s length, the flight’s distance, and whether the flight is domestic (within the EU) or international.
| Delay length | Distance | Domestic / International | Amount |
| 2+ hours | 1,500 km or less | Both | EUR 250 |
| 3+ hours | More than 1,500 km | Domestic | EUR 400 |
| 3+ hours | Between 1,500 km and 3,500 km | International | EUR 400 |
| 4+ hours | More than 3,500 km | International | EUR 600 |
Additionally, to be eligible for compensation, the delay must have been caused by something within the airline’s control, like a maintenance issue. This means situations caused by things like airport strikes, political instability, and weather are not eligible.
Overview of Compensation Policy for Cancellations
Similarly to delays, Ryanair offers compensation for cancellations. Passengers are eligible unless their situation fits into any of the situations below:
| Notice of cancellation | Re-routed flight departure | Re-routed flight arrival |
| 2+ weeks before | N/A | N/A |
| Between 2 weeks and 7 days | No more than 2 hours before | No less than 4 hours after |
| Less than 7 days | No more than 1 hour before | No less than 2 hours after |
Ryanair cancelled flight compensation amounts are determined by flight distance, the same as they are for delays.
Trends in Compensation Claims
According to the BBC, Ryanair makes up the largest proportion of compensation claims at 30%. In a nine-month period, only 20% of claims were resolved, with 68% of claims receiving compensation.
Compensation claims for the airline seem to follow this trend, with many passengers not receiving payments and refunds in a timely manner.
However, a Ryanair spokesman said the airline was committed to handling claims within 10 days and that its low percentage was due to the majority of claims coming from situations that weren’t eligible to receive compensation.
Impact of Delays on Ryanair’s Operations and Reputation
Since Ryanair is an industry leader in on-time flights, its record with delays boosts its reputation. Passengers appreciate the airline’s commitment to punctuality, feeling like their busy schedules are respected.
However, passengers complain about the way Ryanair handles compensation claims. In the rare cases where a delay stretches past two hours, passengers want to have assurance they will be compensated.
Ryanair’s reputation does not seem to suggest this.
Real World Cases
The BBC reports that in 2018, the Civil Aviation Authority took Ryanair to court over its refusal to pay thousands of customers the compensation they deserved.
The delays and cancellations, in this case, were caused by Ryanair staff strikes. The airline claimed this circumstance was not eligible for compensation, but EU law says it is.
Reputational Impact
Ryanair’s overall reputation remains strong in every category except compensation. The airline’s flights are overwhelmingly on time. It offers inexpensive solutions without sacrificing service quality and safety.
However, some passengers are hesitant to fly Ryanair because they are afraid of being left stranded in the case of a delay or cancellation, losing money without any assurance of refund or compensation.
Industry Comparison
Ryanair stands out in the industry due to its on-time flights and exceptional service. However, it consistently ranks below its competitors in terms of compensation claims.
Many of its competitors are in similar positions, though. For example, according to The Guardian, Wizz Air paid a total of £1.2 million to thousands of passengers after their compensation claims were rejected.
Conclusion
Overall, Ryanair remains an excellent airline due to its above average punctuality and low cost. However, the airline must reform its compensation procedures in order to assure customers they will receive the payments they are entitled to.