3 of us were booked on a flight from Sofia, Bulgaria to London Stansted on 2nd July and the original departure time was 9.00 hours when booked last year.

The outward flight (with another airline) in June was cancelled due to Covid so we could not get to Bulgaria anyway.

Ryanair changed to flight to 12.00 hours and then 12.05 hours in June, and at the time they sent a link to complete a refund form for the reason of 3 hour delay (from 9.00 hrs) which was duly done They are now denying the original change of 3 hours, citing only the 5 minute change made in June. Also they have changed my itinerary records to only the new time and are refusing a refund.

  • 2
    What is your question?
    – Traveller
    Aug 27, 2020 at 12:31
  • Have you sent them your booking receipt with the original time on it? Aug 27, 2020 at 13:08
  • No, unfortunately I didn’t print any e-mails and the original confirmation itinerary has been adjusted to show latest departure time with no record of old time.
    – Jane W
    Aug 27, 2020 at 13:19
  • Didn’t your receive an e-mail at the time with the details of your booking?
    – jcaron
    Aug 27, 2020 at 13:56
  • I did dated back in Sept 2019. This was a confirmation with the flight details but this is now showing 12.05 the latest time. This sounds strange I know but I assure you it is genuine. In hindsight I wish I printed it last Sept. On a live chat they would not answer why they had sent me a link to the refund form.
    – Jane W
    Aug 27, 2020 at 14:38

1 Answer 1


If you don't have any document that confirms the original 09.00 departure time, then it is extremely unlikely that they will consider a refund.

Search your emails and saved documents thoroughly, or if you happen to know someone who booked on the same flight get a copy of one of their documents. But without that you have pretty much zero chance.

  • I have learnt the hard way to always do a screen shot or print off a copy at the time of the original booking. I am using an Arbitrator to argue this case on the grounds of the 'deceit' for want of a better word. Will post if I get anywhere!
    – Jane W
    Aug 29, 2020 at 12:24
  • I eventually received my due refund from Ryanair today in my bank account!
    – Jane W
    Dec 30, 2020 at 15:08
  • Always persist if you feel you are in the right, even if it takes 6 months plus. THEIR recent comments 'After double checking we find you are due a refund?! '
    – Jane W
    Dec 30, 2020 at 15:11
  • @JaneW I'm glad. It would be really helpful to people reading this if you would write your own answer explaining what you did and what happened. Dec 30, 2020 at 15:47
  • I used 'Resolver' who initiate a letter on your behalf. After several months of waiting RyanAir just sent a general letter with links, so not addressing my particular issue.
    – Jane W
    Jan 1, 2021 at 10:12

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