POLICIES AND PROCEDURES – Issue 2 Rev 5 14/10/2022

Module 5 - DISRUPTIONS
OUR POLICY
In the case of a disruption to our schedule, whether it be for reasons outside the direct control of
Ryanair (e.g. weather, airport closure, air traffic control, industrial action or reactionary
consequences of the above) or for reasons within the direct control of Ryanair (e.g. aircraft or crew
shortage) every effort will be made to minimize the effects of these delays and the resulting
inconvenience to passengers.

Full guidelines and procedures can be found in our Disruptions Manual on www.groundops.com
In addition, there are 4 issues of the “When to, Why to, How to?” series relating to disruptions –
Issue 1 Disruptions, Issue 13 How to Reroute during disruptions, Issue 14 Disruptions checklist (see
below) and Issue 15 Capacity Disruptions.

©Ryanair Group Training Department 1 22/11/2022

EU REGULATION 261/2004
• EC Regulation 261/2004 Regulation covers customer rights in the event of Denied boarding,
flight delay or flight cancellation.

• Right to care should be offered in all cases of cancellation, denied boarding and delays greater
than 2 or 3 hours depending on the distance of the flight regardless of whether it is inside or
outside Ryanair’s control.

• As a gesture of good will re-accommodation on alternative flights should be offered for delays
greater than 2 hours regardless of whether it is inside or outside Ryanair’s control.

• Refund or re-accommodation and the right to care should be offered in all cases of
cancellation, denied boarding and delays greater than 5 hours regardless of whether it is
inside or outside Ryanair’s control.

• Handling agents are legally required under this regulation to display Article 14.1 at all points
of sale and check-in/bag drop desks at all times. You can download Article 14.1 from
www.groundops.com

“If you are denied boarding or if your flight is cancelled or delayed for
at least five hours, ask at the check-in counter or boarding gate for
the text stating your rights, particularly with regard to compensation
and assistance.”

• In the event of a disruption handling agents are legally required under EC Regulation 261/2004
to provide each disrupted customer with Article 14.2 notice detailing customer’s rights and a
copy of the National Enforcement Bodies (NEB) address list. Article 14.2 notices and the NEB
addresses can be downloaded from www.groundops.com

• Article 14.2 notice must be printed in the relevant languages and distributed to all customers
either at the ticket desk or the boarding gate during a disruption – see below example

• There is also a post cancellation letter available which can be distributed to customers advising
them of their options. This can be downloaded from www.groundops.com

©Ryanair Group Training Department 2 22/11/2022

Dear Customer,

We apologise for the disruption of your flight today and for any inconvenience caused.

To alleviate your concerns and support you with your next steps Ryanair will shortly send you an email
advising you of the various options available.

You are entitled to the following:

Change your flight free

You will also receive instructions on how to change your flight onto an alternative Ryanair flight free
of charge as you have the right to be re-routed onto an alternative Ryanair flight to your final
destination under comparable transport conditions.

Refund

If you wish to request a refund on your disrupted flight, use the link provided in the email you receive
from Ryanair or alternatively you can submit it via our online refund form:
https://refundclaims.ryanair.com

If there is no suitable Ryanair flight available and you require another re-routing option, (airline, train,
bus or car hire) please contact our Customer Service Team by chat or phone. Contact details are
available in the Help Centre section on Ryanair.com (https//www.ryanair.com/ie/en/usefulinfo/help
centre (subject to opening hours)).

Phone Credit

Option for free phone credit is also provided.

If you choose to be re-routed, you will be entitled to reasonable meals and refreshment expenses,
hotel accommodation, transportation between the airport and your hotel and transport to or from an
alternative airport, if this is the option you have chosen.

Please ensure that you keep the receipts for the reasonable receipted expenses you may incur, as you
will need them when submitting your claim.

A copy of your Rights under EU Regulation – EU261/2004 - 14.2 Notice are available at the Ryanair
ticket desk.

Yours sincerely

Ryanair Group Customer Services

©Ryanair Group Training Department 3 22/11/2022

 NOTICE OF YOUR RIGHTS IN THE EVENT OF DENIED BOARDING, FLIGHT DELAY OR FLIGHT CANCELLATION (V15)
The contact details of the EU National Enforcement Body (NEBs), in the United Kingdom is: Passenger Complaints Unit Civil Aviation
Authority CAA House 45-59 Kingsway London WC2B 6TE Tel: +44 20 7453 6888 Fax: +44 20 7240 7071, E-mail:
passengercomplaints@caa.co.uk. For information on other NEBs please click here if online or enquire at the Ryanair airport ticket desk.
This notice contains important information about your rights established by
European Regulation (EC) No. 261/2004 (‘the Regulation’) and applies to you
if:
• You have a confirmed reservation on a flight operated by Ryanair
DAC purchased at a fare available directly or indirectly to the
general public; and
• (except in the case where your flight has been cancelled) you have
presented yourself for check-in before the Check-In Deadline as
specified by us in our General Terms & Conditions of Travel or
related regulations; and
• your flight is departing from an airport in the EU or from an airport
in a country outside the EU to an airport in the EU (unless it is
evident that you received benefits or compensation and were given
assistance in such other country and that those benefits,
compensation and assistance directly correspond to your
entitlement under the Regulation); and
• you have not been denied boarding by reason of a matter set out in
our General Terms & Conditions of Travel or related regulations;
and
• you have been denied boarding involuntarily or your flight is
delayed by more than two hours beyond its scheduled departure
time or cancelled.
DENIED BOARDING
Ryanair, as a policy, does not overbook its flights. However, in the unlikely
event that a seat is not available for a passenger with a confirmed
reservation, we will seek volunteers to surrender their seats in exchange for
benefits that we and the volunteer may agree upon before involuntarily
denying boarding to other passengers. If there are insufficient volunteers and
we deny you boarding involuntarily, you are entitled to the relevant rights set
out in paragraphs 1 to 3 below.
FLIGHT DELAY
If we reasonably expect your flight to be delayed for two hours or more
beyond its scheduled time of departure in the case of flights of 1500km or
less (but three hours or more in the case of all intra-EU flights of more than
1,500km and of all other flights operated by us between 1,500km and
3,500km), you are entitled to the relevant rights set out in paragraphs 1 to 3
below.
FLIGHT CANCELLATION
If your flight is cancelled, you are entitled to the rights set out below (see
following sections 1.; 2.; and 3.). As regards your right to compensation,
please note that Ryanair is entitled to refuse compensation when:
• you are informed of the cancellation at least two weeks before the
scheduled time of departure; or
• you are informed of the cancellation between two weeks and seven
days before the scheduled time of departure and are offered re-
routing, allowing you to depart no more than two hours before the
scheduled time of departure and reach your final destination less
than four hours after the scheduled time of arrival; or
• you are informed of the cancellation less than seven days before
the scheduled time of departure and are offered re-routing,
allowing you to depart no more than one hour before the
scheduled time of departure and to reach your final destination less
than two hours after the scheduled time of arrival; or
• we can prove that the cancellation is caused by extraordinary
circumstances which could not have been avoided even if all
reasonable measures had been taken by Ryanair, including
©Ryanair Group Training Department 4 22/11/2022
not limited to political instability, safety and security reasons, weather
disruption, labour disputes or failure or delay of air traffic control
facilities.
1. RIGHT TO COMPENSATION
If you are involuntarily denied boarding or your flight is cancelled or
delayed by three or more hours with respect to the scheduled arrival
time (provided no extraordinary circumstances occur), you are entitled
to receive the following amount from us:
• €250 in respect of all flights of 1,500km or less; or
• €400 in respect of all intra-EU flights of more than 1,500km,
and for all other flights between 1,500km and 3,500km.
If we are able to offer you re-routing on an alternative flight and the
arrival time of the re-routed flight does not exceed the scheduled
arrival time of the flight booked:
• by two hours, in respect of all flights of 1,500km or less; or
• by three hours, in respect of all intra-EU flights of more than
1,500km, and for all other flights between 1,500km and
3,500km.
The compensation set out above may be reduced by 50%. Distances
shall be measured by the great circle route method.
2. RIGHT TO REIMBURSEMENT OR RE-ROUTING
If you are denied boarding (whether voluntarily or involuntarily) or
your flight is cancelled, you are additionally entitled to choose
between:
a) reimbursement pursuant to Article 8(1) of the Regulation within
seven days, by means provided for in Article 7(3), of the full cost of the
ticket at the price at which it was bought, for the part or parts of the
journey not made and for the part or parts already made if the flight is
no longer serving any purpose in relation to the passenger’s original
travel plan; or
b) re-routing, under comparable transport conditions, to your final
destination at the earliest opportunity; or
c) re-routing, under comparable transport conditions, to your final
destination at a later date at your convenience, subject to availability
of seats.
If your flight is delayed by at least five hours and you elect not to
travel, you are entitled to receive reimbursement as set out in point (a)
above, together with, when relevant, a return flight to the first point of
departure, at the earliest opportunity.
3. RIGHT TO CARE
If you are involuntarily denied boarding or if your flight is cancelled or
delayed by more than 2 hours, we will offer you, free of charge:
a) meals and refreshment vouchers in reasonable relation to the
waiting time, as long as it will not further delay the departure of the
aircraft;
b) two telephone calls, telex or fax messages or e-mails;
c) hotel accommodation in cases where a stay of one or more nights
becomes necessary, or where a stay additional to that intended by you
becomes necessary;
d) transport between the airport and place of accommodation (hotel or
other).
If your flight is delayed as specified under ‘Flight Delay’ above or
cancelled without notice being given to you prior to your arrival at the
airport of departure Ryanair will offer you items (a) and (b) above. If, as
a result of the delay or your being re-routed following a cancellation,
your new time of departure is reasonably expected to be at least the
day after the original day of departure, we will also offer you items (c)
and (d) above. Where it is not feasible for Ryanair to arrange the care
set out above, Ryanair will reimburse you for your reasonable
receipted expenses upon application to: Ryanair Customer Services
Dept., P.O Box 11451, Swords, Co. Dublin, Ireland or on our website
https://www.ryanair.com/gb/en/useful-info/help-centre/faq-
overview/flight-cancellations-delays/flight-cancellations-delays (V15)
The below guidelines must be followed during disruptions. Download Issue 1 of our “When to, Why
to, How to?” series from www.groundops.com

©Ryanair Group Training Department 5 22/11/2022

DOMESTIC CANCELLATION PROCEDURE
• In the case of a cancellation of a domestic flight, passengers may be offered a coach to
the original destination airport.
• In this scenario, NewSkies will not send cancellation notifications to customers until they
have received final confirmation of passengers who have taken the coach transfer.

©Ryanair Group Training Department 6 22/11/2022

 • GOPS control will confirm with the airport / handling agent if it is possible to transfer
passengers by coach to their original destination airport (GOPS will make contact with
airports asap to advise).
• Once airports confirm coaches are requested, GOPS control will provide authorisation
and the airports will arrange transportation asap.
• Agents must notify passengers the area and time that the coaches will be departing.
• Agents will print the flight manifest and manually check in passengers as they board the
coach.
• Passengers who will be transferred by coach should be boarded in Navitaire system
immediately after coaches depart and confirmation sent to GOP’s control or the
NewSkies Helpdesk (NSHD).
• Passengers who decide not to be coached need to have a no show status so NewSkies
can send cancellation notification to these passengers who are entitled to either a full
refund or free move as they decided to not take the Ground Transport.
• Do not close the flight.
• Do not hesitate to contact GOPS control / NSHD if you have any further questions or
request more details.
• In exceptional cases HOTAC may be offered – please contact GOPS control if necessary.

PROCEDURES FOR TRANSIT CUSTOMERS DURING DISRUPTIONS

It is sometimes necessary, in cases of aircraft change or technical problems, to disembark aircraft after
boarding. Where possible, customers should remain on the aircraft or in the case of aircraft change,
be ramp transferred directly from one aircraft to another.

Where the return of customers to the departure’s terminal is unavoidable, they must be issued with
a sequentially numbered transit boarding card or re-use the original boarding cards with the same
sequence number as their original boarding card. This will enable a cross check to be completed when
re-boarding commences and will reduce the likelihood of boarding discrepancies.

All stations must therefore ensure that a supply of pre-prepared transit boarding cards kept in a
location accessible by appropriate ground staff. Customers should be invited to disembark the aircraft
from one exit only. As customers disembark, they must be issued with a transit boarding card with the
same sequence number as their original boarding card. If the customer has mislaid their original
boarding card, it is necessary to locate this number from the original manifest, which must also be
brought on-board. A new cross check must be carried out when customers re-board the aircraft.

Should there be any change in customer load between the original and subsequent flight departure,
the reservations system must be updated without delay. All stations must also ensure that information
regarding all such flights is immediately copied to both the destination station and Dublin Operations
Department.

STANDBY PASSENGERS DURING DISRUPTIONS

In the event of a disruption our immediate priority is to ensure we use every available seat to clear
any backlog of disrupted passengers and to allow disrupted passengers make alternative flight
arrangements as quickly as possible. Airports should ensure where possible that flights do not depart
with empty seats where we have a backlog of passengers wishing to travel.

©Ryanair Group Training Department 7 22/11/2022

Revenue passengers from disrupted flights must always take priority over Standby Missed
departure passengers and Staff standby and Duty travel passengers.

Agents are permitted to change a passenger from a cancelled flight to a full flight on standby basis
(HL) where necessary. This will enable the agent to check in the customer with no seat allocation and
issue an airport printed boarding pass and bag tag for the Standby flight (these must be clearly
marked as “Standby”) and allow the passenger to make their way to the boarding gate.

Once the flight has been fully booked to its lid, the Irregular Operations function (IROP) in GoNow,
can be used to change a confirmed reservation (HK) to Standby Status (HL) during disruptions. Please
refer to the Disruptions or GoNow manuals for IROP procedures to move the booking from the
disrupted flight to standby status on the full flight.

Please note the customer cannot be booked as a standby (HL) and also hold a confirmed reservation
for a future flight simultaneously.

Gate staff should assist standby passengers as soon as possible at the gate in order to ensure an on-
time departure, allocating them the seat of any no show passengers. Ground staff should not expect
cabin crew to assign seats to stand-by passengers.

Maximum number of standby passengers permitted on each flight is 10 above aircraft capacity. (This
number should be increased / decreased depending on route frequency and average no show rates)
- Standby Passengers accepted for travel must be checked in and boarded in GoNow.
- No Show Standby passengers must be removed.

PLEASE NOTE: The Irregular Operations (IROP) function changes passengers by reservation not by
name; therefore, if not all passengers require the change you must first divide the reservation in
Skyspeed.

Prioritisation of standby passengers in accordance with EU261 should be implemented as follows: -

• Passengers with reduced mobility
• Passengers travelling with young children on their return journey
• Passengers on their return journey
• Any remaining passengers based on order of sequence

MANUAL PROCEDURE FOR ACCEPTING STANDBY PASSENGERS DURING DISRUPTIONS

A standby list of up to a maximum of 10 passengers is to be prepared in advance at the ticket desk
for passengers from disrupted flights wishing to travel. Prioritisation of passengers in accordance
with EU261 should be implemented as above.

• The passengers on the standby list are to be checked in, in the order they appear on the
standby list and given standby boarding cards and standby bag tags. Sequence numbers of
these pax should be recorded and gate staff notified that they are standbys.

• Standby boarding cards are manual boarding cards with standby written on them. For
standby baggage a manual bag tag plus a plain white tag with standby written on it must be
attached to each item of baggage. The reason for this is to make baggage identification

©Ryanair Group Training Department 8 22/11/2022

 easier in the event that a standby pax and therefore their baggage cannot be accepted for
this flight.

• In airports with baggage sortation system a fall-back tag may also be required to ensure that
the bag is directed to the correct baggage chute etc.

• The standby passengers are sent through security to the gates and held to one side until
confirmed passengers have boarded.

• Once boarding is completed, fill any remaining seats with the standby passengers in order of
sequence number.

• These changes need to be notified to the dispatcher/person responsible for the LID.

• Any Standby passengers who are unable to be accommodated must have their baggage
removed from the aircraft and returned to the baggage hall.
• The standby passenger should then be advised to return to the ticket desk after retrieving
their luggage from the baggage hall where they can be added to the standby list for later
flights.

• Standby passengers who travel on flights must be subsequently IROP’d onto that flight by
contacting GOPs control or the Newskies Helpdesk and then the flights closed as normal.

AIRCRAFT CHANGES

Due to operational reasons it is sometimes necessary for Ryanair to change the aircraft type that is
operating a flight. These changes can happen close to departure time and agents must be proactive
to avoid delays. In some cases of aircraft changes certain seats may no longer be available or there
will be less seats available. Please see below capacity for each aircraft.

Boeing 737-8200 – 197 Seats (1A, 27F, 28A and 28F do not exist on this Aircraft) 35 Rows
Boeing 737 -800 - 189 Seats 33 Rows
Airbus A320 - 180 Seats 30 Rows

For example, if there is an aircraft change from Boeing 800 to an 8200, the passengers
allocated 1A, 27F,28A or 28F will no longer have a seat. Agents must locate these
passengers on the manifest and re-allocate a new seat. Add a reservation comment
regarding the seat change in the passengers PNR. If the seats are not re-allocated there will
be a discrepancy in the Zone Totals.

If there is an aircraft change from Boeing 8200 to Boeing 800 or Airbus A320 there will be
less seats available and the flight may now be overbooked. Passengers allocated seats from
the back Rows depending on the aircraft type will no longer have a seat and agents must
follow the capacity restrictions procedures in accordance with EU261/2004 regulations
below to minimize delays.

DENIED BOARDING – PROCEDURE FOR SEEKING VOLUNTARY OFFLOADS

©Ryanair Group Training Department 9 22/11/2022

In the unlikely event that a seat is not available for a passenger with a confirmed reservation, we will
seek volunteers to surrender their seats in exchange for compensation that we and the volunteer
may agree upon before involuntarily denying boarding to other passengers.

NOTE: As soon as a capacity restriction is known, you should identify possible voluntary offloads
to minimize issues at the gate.

POLICY

In the event we are unable to accommodate all confirmed passengers booked, we must firstly (in
accordance with EU261/2004) seek voluntary offloads. (E.g. Staff on confirmed DUTY travel/staff on
confirmed Blue tickets/pax on day return/Pax travelling without checked in luggage/Students /
backpackers).

In accordance with EU261/2004 the following passengers should not be denied boarding under any
circumstances:

• Passengers with Reduced mobility and SCP’s

• Passengers travelling with young children
• Passengers on their return journey

It is very important for agents to be proactive in these situations and to look for your potential
offloads/volunteers as early as possible. Do not leave it until the end of boarding hoping that there
will be no shows on the flight.

Ensure you are confident and informative when dealing with the passenger and that they are made
fully aware of their rights and options under EU261 legislation and given a copy of Article 14.2
Passenger Rights.

PROCEDURE FOR SEEKING OFFLOADS

BEFORE CHECK-IN OPENS

In SkySpeed identify passengers who could be potential volunteers –

• Check for Blue ticket passengers or Z confirmed DUTY.

• Change order of manifest to alphabetically by ‘booking’ to identify any single PNR’s.
• Identify any passengers who are not checked in excluding families and PRM’s and SCP’s.

OPTIONS DURING CHECK-IN

• Always seek potential volunteers – individual PNR’s, tag any checked in bags as ‘Standby’ for
easy offload if necessary. Advise options and benefits of volunteering – Compensation,
HOTAC, transport, next flight or refund. Provide volunteer with a copy of EU 261 Article 14.2
Notice of Passenger Rights.
• If any Blue ticket passengers or Z confirmed DUTY passengers present at check-in advise
them of the situation and that they will be required to wait until boarding has finished and

©Ryanair Group Training Department 10 22/11/2022

 may need to occupy a jump seat if necessary. Tag any checked in bags as ‘Standby’ for easy
offload if necessary.
• If passengers arrive who have not checked in online, charge ACI as normal. Advise the
passengers that as they have checked in at the airport that they will be allocated a seat at
the boarding gate and to make themselves known to the gate agent. Ensure you
communicate these passenger names and sequence numbers to the gate agent.
• If passengers arrive who have checked in online but have no seat allocation (Airport Seat
boarding pass), advise that they will be allocated a seat at the boarding gate and to make
themselves known to the gate agent. Ensure you communicate these passenger names and
sequence numbers to the gate agent.
• Allow passengers from overbooked flight travel on earlier flights with seat availability.

OPTIONS AT THE GATE

• Identify any Blue ticket passengers or Z confirmed DUTY that did not go to Check-in and
advise them of the situation and that they will be required to wait until boarding has
finished and may need to occupy a jump seat if necessary.
• If no volunteers were identified at check-in seek potential volunteers during the Pre Q.
Advise options and benefits of volunteering. Preferably it should be a passenger with no
checked in bags but do not disregard passengers who volunteer with checked in bags. If a
passenger who is part of a group volunteers, ensure they are happy to be separated from
the other passengers in their group.
• If there are no volunteers, then the airport checked in passengers/Airport Seat passengers
(excluding PRM’s or families with children) should be advised that they will be boarded last.
• If there are no volunteers and the airport checked in passengers/Airport Seat passengers are
PRM’s or families with children, they should be boarded last and be given the seat numbers
of the last passengers to present to the gate for boarding.
• If none of the above applies you must involuntarily offload the last passengers to board
ensuring it is not a family or PRM. Monitor the total number boarded and when almost at
capacity stop boarding and look at the remaining passengers. If last passengers in the queue
are PRM or families, then you must approach the passengers in front of them and advise
them of the situation. It is important not to offload more passengers than required.

Please do not hesitate to contact Ground Operations Control or the New Skies Helpdesk if you
require further guidance.

PROCEDURE ONCE PASSENGER IS OFFLOADED

In the event a passenger is voluntarily/involuntarily denied boarding due to a capacity restriction in

addition to reimbursement / re-routing, please ensure:

• Passenger is provided with the EU261 Article 14.2 notice

• Refreshment vouchers are provided in the event the passengers are waiting in the airport
for next available flight on the same day.
• HOTAC (Overnight accommodation) is provided free of charge in the event passengers have
to wait overnight for the next available Ryanair flight.
• If their flight is not a daily service, then passengers should be given the option of rerouting
free of charge via another Ryanair hub or other airline re-accommodation agreements* to

©Ryanair Group Training Department 11 22/11/2022

 get the passenger to their final destination on the same day ensuring that there is sufficient
time to connect.
• When passengers cannot be re-accommodated either via Ryanair or other airline re-
accommodation agreement, travel via an alternative low fare airline ticket with another
carrier, may be arranged via GOPs Control.
• Ground Transportation is provided free of charge if passenger is to be re-accommodated on
next available flight from the nearest Ryanair airport or arrives to an alternative destination
airport.
• Passengers PNR must then be placed on the COMP Q in Skyspeed in order for Customer
Service to issue the compensation.

Denied Boarding Compensation* - passengers involuntarily denied boarding shall be given

monetary compensation of €250 per person for flights of < 1500 kms or €400 per person for flights
between 1500-3500 kms. If you are unsure of the flight distances in kilometres, please check with Gops
control or www.world-airport-codes.com prior to advising passenger of the compensation amount.

Compensation payments can be reduced by 50%, if the passenger is re-accommodated on a flight to the
same destination within 2 hours of the original flight departure time.

It is important that if the agent is Moving/Iropping a passenger who was denied boarding to an
alternative Ryanair flight that they check the availability first. If the flight is displaying as full then
agents must change their status to Standby (HL). (Do not oversell the flight) Passengers must be made
aware that they are on standby and not guaranteed a seat. Disrupted Standby passengers must take
priority over S Class and Staff Standby. Alternatively contact GOPS to accommodate passengers with
one of agreed partner Airlines.

The below guide is Issue 15 of our “When to, Why to, How to?” series which is available to download
from www.groundops.com

©Ryanair Group Training Department 12 22/11/2022

 Full procedures are available in the Disruptions Manual on www.groundops.com

Contact the Newskies Helpdesk / Ground Operations Control for Assistance

©Ryanair Group Training Department 13 22/11/2022

DIVERSIONS
One of the most common forms of flight disruption experienced by airlines are diversions. These
may be due to technical reasons but more commonly, will be due to factors outside the control of
the carrier e.g. runway closure or weather conditions.

Outbound diversions

• All customers must be advised of the possibility of diversion and the reasons for same at the
soonest possible opportunity. Where possible, customers should be advised individually at
check-in, if not possible, frequent announcements must be made at the boarding gate.

• Customers may be re-accommodated on other flights/routes subject to availability (either

same day/next day). If diversion will cause a delay of more than 5 hours customers may
request a refund if they choose not to travel.

• Surface transport (i.e. coaches) will be provided from the diversion airport to the original
destination airport only. Liaise with GOPS to organise coaches. Individual customers will not
be provided with taxi, rail or car hire (re-imbursement for same will not be accepted by Ryanair
unless coaches are unavailable). Give an approximate time for the surface journey. Remember
to allow a generous time as road conditions may be hindered by adverse weather.

• Every effort will be made to relay messages to meeters-and-greeters at destination airport.

This should be done by SITA.

• It is the responsibility of the diversion departure airport (not the original airport) to ensure
that all diverted flights are correctly closed in Newskies unless the airport is a non-Ryanair
airport*. Customers must be advised to retain their boarding card for inspection at the
diversion airport.

• *For diversions from a non-Ryanair airport it is the responsibility of the original departure
airport to contact the diversion airport to confirm the final TOB and details of any no show
and offloaded customers. Same must be removed from Newskies by the original departure
airport. The original departure airport must ensure that flights are not closed until the aircraft
has actually departed from the diversion airport. Flights must be closed within one hour of
this departure.

Inbound diversions

• On the written advice (SITA) of Operations Control (OCC), coaches will be put on standby either
at base or at the airport.

• If the diversion warning is cancelled, coaches must be cancelled immediately.

If diversion is certain, coaches will be called to airport immediately (on advice of Operations
Control (OCC)).

• It is essential to advise customers of re-arranged transport details as soon as these become

available i.e. name of coach company, location of assembly point and assembly time, estimated
departure and arrival times of coach.
• Customers may wish to use alternative transport arrangements other than that provided by
Ryanair. This will be at customer's own expense.

©Ryanair Group Training Department 14 22/11/2022

 • Customers' baggage must be prioritised and delivered to the baggage hall immediately.
Customers with special needs must be identified (e.g. parents with small children, elderly
customers) and assisted with their baggage etc. Recommend somewhere suitable for them to
wait until the coach is ready to depart.

• The coach routing has been pre-arranged between Ryanair and the coach company and may
not be altered. Individual requests by customers to disembark along this route will be at the
sole discretion of the coach driver.

• All details must be advised to the original destination airport on departure of the coach(es)
including ETA and mobile phone contacts of driver(s), when available.

RELIST CUSTOMERS FROM 1 FLIGHT TO ANOTHER IN THE EVENT OF A DIVERSION

• Ryanair policy requires a 100% accurate manifest is available for all flights immediately after
the departure of each aircraft in the event of an emergency or other incident.
• It is sometimes necessary, in case of flight diversions to create an ad-hoc flight in Newskies
and relist the customers from the original sector to the new ad-hoc sector.
• This becomes necessary when some passengers offload at the diversion airports and the
flight continues on to the original destination.
• Contact the Duty Ground Operations Controller / Newskies Helpdesk to create a new flight
for the extra sector and re-list the customers, so an accurate manifest is available.

E.g. FR1234 DUB – CIA diverts to BGY, 10 customers offload in BGY and flight then continues on to CIA
as FR123

• The departure airport (DUB) will be required to ensure the original flight is 100% reconciled
and closed in GoNow.
• GOPS /NSHD will create a diversion flight of FR1234 DUB-BGY-CIA
• NSHD will IROP everyone from the original FR1234 DUB CIA to the new FR1234 DUB-BGY-
CIA. Also, everyone will retain their checked in status.
• The diversion airport (BGY) will be required to remove the 10 no-shows and close the BGY-CIA
sector so an accurate manifest is available.

In the event no customers offload, there is no requirement to create the ad-hoc sector.

Airline Reciprocal Agreements:

During disruptions we have reciprocal agreements with the following airlines. Please contact
Groundops for assistance with booking.

• Aerlingus
• City Jet
• EasyJet
• Eurowings & Germanwings
• Jet2
• Norwegian
• Peoples Air (Altenrhein Luftfahrt GmbH)
• Volotea

©Ryanair Group Training Department 15 22/11/2022

 • Vueling
• Air Malta
• FlyBe

CUSTOMER COMPLAINTS

Should a customer have a complaint relating to any type of disruption then the Front-line complaint
letter is available to download from www.groundops.com and should be provided to the customer.
See below example –

©Ryanair Group Training Department 16 22/11/2022