Ryanair has issued a fresh apology to customers affected by the airline’s 2,100 cancelled flights over the next six weeks.
Passengers have been desperately trying to contact Ryanair about their cancelled flights, but call centres and chat lines have been jammed from the sheer volume of enquiries.
Ryanair has updated customers about the flight ordeal, which will affect 315,000 people.
More customer service staff have been taken on in a bid to clean up the “mess”.
All affected passengers received an email notice on Monday September 18, advising them of their alternative options.
Ryanair insists 175,000 customers are expected to be re-accommodated by close of business today, Wednesday September 20.
Over 63,000 flight refunds will have been processed in the same time frame.
Extra staff will speed up the backlog of flight change requests and refunds.
By the end of the week, Ryanair hopes to have processed over 300,000 alternative routings or refunds for customers.
Ryanair’s Kenny Jacobs said: “We apologise sincerely to each and every one of the 315,000 customers whose original flights were cancelled over a six week period in September and October, while we work to resolve this short term rostering failure.
“We have taken on extra customer service teams to speed up the rate at which we accommodate and action alternative flight requests or refund applications.
“We expect to have the vast majority of these completed by the end of this week.
“The vast majority of these requests are being dealt with online, but as our call centres and chat lines are extremely busy, we ask affected customers to bear with us as we do everything we can to respond to their requests and try to resolve any problems we have created for them, for which we again sincerely apologise.”
The airline says the move is to “improve its system-wide punctuality” after a sharp decrease in flights arriving on time in recent weeks.
It’s also to allow for a correction to the allocation of leave for pilots.
Ryanair CEO Michael O’Leary said: “We have messed up the allocation of annual leave to pilots in September and October because we are trying to allocate a full year’s leave into a nine month period from April to December.
“This is a mess of our own making. I apologise sincerely to all our customers for any worry or concern this has caused them over the past weekend.”