I refer to the letter entitled ‘Ryanair honoured gift-voucher’ by Robin Kiely, head of communications of Ryanair (The Sunday Times of Malta, December 24).

I would have expected an apology and a refund of the €100 gift voucher. Instead Mr Kiely wrote a letter misinforming readers, which depicted me as a liar. And this for just €100.

Mr Kiely did not produce the transcript of the online chat to prove that I had thanked the online agent for having refunded the money. Indeed, I had thanked him because he assured me that I could still make use of my gift voucher if I booked another flight with Ryanair during 2017, as long as I did this before its expiry date of December 24, 2017.

I did try to book another flight in early December to Porto, but when I clicked the redeem button, I got the message that I had already used the gift voucher.

Nor has Mr Kiely provided any document proving that Ryanair had sent the refund to the Mastercard which I had used for my flight booking to Athens. So if after whoever had conducted the investigation had come to the conclusion that the €100 had been refunded, I urge that official to investigate seriously this time where those €100 ended up. It certainly did not end up in the Mastercard which I have always used.

Incidentally, on December 26 at 10.27am, I contacted Ryanair’s online chat service. I asked online agent Greg L if Ryanair gives refunds in similar circumstances to mine. His reply was: “Edward, there is no refund at all, as Ryanair is a non-refundable company”.

This is precisely what I had been told by another of Ryanair’s online chat service agents when I had originally claimed a refund. So will Mr Kiely now say that those two online agents were misinforming me and that Ryanair’s policy is to give refunds on gift vouchers in cases similar to mine?

As a regular customer of Ryanair, the least I expect is an apology for “an unfortunate mistake” and a much belated refund. Or that the gift voucher is reactivated up to the end of December 2018.

Another alternative is for Ryanair to deduct the €100 gift voucher from our latest Ryanair booking made on December 13, 2017, Reservation No: OPW26F, Malta to Valencia, May 9, 2018.