Ryanair Refund issue
 

Hi FTers,

Wondering if I could have your input on the following issue with Ryanair.

On Black Friday, I tried to purchase 2 round-trip tickets on the Ryanair website and paid with Paypal. Nothing happened as I clicked the buy button so I went ahead and looked up again the route but decided to go for 2 one way tickets and paid with Amex. I got charged 3x for this purchase. I received several hours later a confirmation from Paypal that I was charged for the first purchase (2 round-trip tickets) and replied to that email, asking for the purchase to be refunded. I also saw on my Amex dashboard I was charged 3 times. So in total 4 charges, one confirmation email with eTicket.

I reached out to Ryanair to ask for a refund for the first purchase, as well as one of the 3 one way tickets. I just wanted to use a one way ticket. They have refunded me the 3 duplicate transactions, but don't want to refund the first one (2 round-trip tickets) arguing it's not duplicate, even though it was clear their website was buggy and I already asked for a refund via email within less than 24 hours.

Paypal is not proving helpful, is there anything else you'd recommend to obtain my refund? It's getting frustrating and their customer service live chat is useless.

You've attempted to purchase their service twice, it's fairly reasonable to assume that you actually wanted to purchase this service. There is also no legal basis for within-24-hours cancellation in Europe, though some airlines offer it voluntarily.

I guess your best chance is to ask them to cancel the R/T and reinstate the O/W, but I don't see if there is any basis for them to be required to do it other than goodwill.

When you say that Paypal is not "proving helpful," exactly what is Paypal doing or not doing?

Paypal just asked Ryanair for their input, after I submitted a case to them. 1 week later and 3 weeks after my initial purchase, Ryanair finally sent the booking confirmation. They then closed the case, not giving me a change to reply.

That is how the chargeback process works. The issuer (PayPal) seeks the input of the merchant, the merchant replies, and that is the end of it. Either you receive the credit or you do not. It you wish to "appeal" that determination, you must reach out to PayPal.

Not to be critical, but I would suggest recontacting PayPal and providing a more precise but much shorter explanation than you have done here. While I think that I understand what happened,it is not really clear and if I were an agent processing your claim, I would be hard-pressed.