Subject: Flight Cancellation – Request for Compensation and Refund (Flight from Bergamo to Lisbon on 21/06)
Dear Ryanair Customer Service,
I am writing to formally file a complaint regarding the cancellation of our scheduled flight from Bergamo (BGY) to Lisbon (LIS) on the 21st of June, 2025.
Our flight was repeatedly delayed throughout the evening, and only around 1:00 AM were we informed of its cancellation. At that point, we were advised that the replacement flight would depart at 9:00 AM on the 22nd of June. During the entire evening and night, no Ryanair representative approached the boarding gate to inform or assist passengers. All communication was limited to emails and app notifications.
Moreover, the reasons given for the cancellation were not in line with the reality at the airport. It was claimed that adverse weather conditions caused the disruption, but the weather was calm during the scheduled flight time. There had been some rain earlier in the evening, but it had cleared by the time of our expected departure.
Passengers, including myself, were forced to stay overnight at the airport without any proper accommodation. We had to sleep on benches and were only provided with a €4 voucher for food or drinks at the airport. No hotel accommodation, transport, or additional assistance was offered.
As a result of this delay, we were unable to attend urgent family matters, including picking up a close relative who had undergone surgery. This delay caused significant emotional and logistical distress.
In accordance with Regulation (EC) No 261/2004, I am requesting:
A full refund of the affected flight, and
€600 per passenger in compensation, as the flight distance exceeds 1,500 km and the delay at arrival was more than 3 hours.
We trust that Ryanair will acknowledge its responsibility in this matter and process the refund and compensation accordingly. Please confirm receipt of this complaint and provide a timeline for resolution.
Sincerely,
Oleksiy Tolkunov
