Mr. Paul Hackett:

This came from the conflict that exists between two pieces of EU legislation, Regulation (EC) No 261/2004 and the package travel directive, PTD. The numbers are really the issue and the time delay in getting this sorted out. Some agents are still having issues with Ryanair but for the most part Ryanair has processes in place. That is not ideal in terms of how it works for the travel industry, but Ryanair has processes in place and, for the most part, they are working. It is an ongoing process and it has improved no end since October. It is still far from ideal, but we are getting there, and consumers are getting their refunds, albeit more slowly.