Ryanair complaints: comments, page 23
2,634 comments
Sine T
Verified | Feb 28, 2025
London-Torino
Economy
Dear Ryanair Customer Service Team, I hope this message finds you well. I am writing regarding an issue I experienced with my recent round-trip flight to Torino. I had purchased cabin baggage allowance for both outbound and return flightsβat a cost of Β£25 per direction, totaling Β£50. Despite having this allowance, I was charged a Β£75 fee at the gate on my outbound flight because my bag was deemed 1 cm over your standard size limits. To avoid a similar issue on the return trip, I preemptively paid an additional Β£50 to check my bag into the holdβthereby not even using my already purchased cabin baggage allowance. This situation led me to incur extra costs entirely due to a minor 1 cm discrepancy, which I find both frustrating and unfair. In total, I have paid: β’ Β£50 for cabin baggage (both ways) β’ Β£75 for the gate fee at departure β’ Β£50 for hold baggage on the return flight I am requesting a full refund of these additional charges. The 1 cm difference that caused the penalty appears unreasonably strict, and I believe my previous payments for cabin baggage should have adequately covered my luggage needs. I kindly ask for your prompt review of this matter and a fair resolution in the form of reimbursement. Please feel free to contact me if you require any additional information. Thank you for your time and understanding. I look forward to your response. Sincerely,
- London-Torino
- Economy
Param K
Verified | Feb 27, 2025Cologne-London
Economy
Strike
Ryanair cancelled my flight with less than 3 days notice. I was travelling with a group at the time and had to purchase expensive tickets to go via Eurostar to get back home on time. The airline offered me a refund for the flight, but it was not enough to cover the cost of the expensive Eurostar trip. In total the Eurostar was Β£233 per person and I had to then pay Β£22 for a train to Pancreas train station to Stanstead. I have changed this to euros (Β£255 to euros ~ β¬309).- Cologne-London
- Economy
Rhian M
Verified | Feb 26, 2025Limoges-Bristol
Economy
No reason given
Flight was delayed and delayed then cancelled altogether. Next flight we could get was into Manchester 2 days later. So had to pay hotel and extra flight costs. I have previously contacted you for this but having no response.- Limoges-Bristol
- Economy
Mark O
Verified | Feb 26, 2025Economy
I was charged 150 Euros for two bag - or denied boarding
My Family (Canadian) have been living in Italy for two years and we regularly fly with Ryan Air for our vacations. We have used the "same carry on bags since 2022 (See attached) and been checked several times. There are tight as the wheel base seems slighter higher but this has not been an issue. This however time - the flight attendant boarding us determined that two bags were slightly too tall! She then proceeded to take my daughters' passorts left them on the top of the courter in an unsecure manner and she proceeded to board the whole flight. (FYI ...We were first at the priority counter ... and told to wait until she called us). She then called us and told us we needed to pay 150 Euros to board. I told her: a) she had let through many other passengers with the same size bags and we have flown multiple times with Ryan air and these bags; b) I could have paid 26.5 Euro on the Ryan Air App. She claimed it was her decision and I need to pay 150 Euros or we were not boarding. I would like to be refunded for this expense.
- Economy
Rosita D
Verified | Feb 25, 2025Economy
Priority cabin bag
Hello, I am writing in order to discuss one issue which happened on 23rd. February, flight from Nurember to Vilnius. I had a priority bag with .e and was charged of 75β¬ because one of employees said it looked too big. However, flight assistants let me keep the bag with me because it was the right size. I have made all measurement pictures as a proof. Sincerely, Rosita Dauskurdyte
- Economy
Eric A
Verified | Feb 25, 2025Economy
Complaint Regarding Poor Service on My Flight Today
I am writing to formally express my disappointment with the service I experienced on my flight today. From the moment of boarding, the treatment by the flight attendants was unacceptable. They were rude and dismissive, creating an unwelcoming atmosphere. One particular incident stood out when the boarding area became overcrowded due to passengers from the previous flight still disembarking. As I inquired about where we were expected to go in such a cramped space, a staff member sarcastically told me to βtake the lift if it was too muchββa completely unprofessional and unhelpful response. Additionally, I experienced unnecessary hassle regarding my cabin bag. Despite my luggage complying with all airline regulations, I was still asked to measure it. While I understand the importance of adhering to size limits, the way the request was made was anything but polite. Overall, the service I received today did not meet even the most basic standards of professionalism and customer care. I hope Ryanair takes this feedback seriously and ensures better training for staff to treat passengers with respect and courtesy in the future. I look forward to your response. Sincerely, Eric- Economy
Clint M
Verified | Feb 24, 2025Economy
Baggage
My wife and I were travelling back home and our bags were checked and deemed to big. We were charged 138 euro but our flight over was fine to bring the bags on board. Plenty of other people bags were similar size and infact there was another person with the same bag as my wife and all of those people were allowed to board the flight with their bags at no extra charge. We find this appalling as its either everyone is checked and not at random or everyone doesn't have to pay extra
- Economy
Kamran A
Verified | Feb 24, 2025Lisbon-Charleroi
Economy
No reason given
The airlines told us that due to technical faults the flight is delayed. Due to the late arrival, I have to book the taxi from airport to home costing at at least 50 euroes more.- Lisbon-Charleroi
- Economy
Conor B
Verified | Feb 23, 2025Cork-London
Economy
Weather conditions
My outward flight was diverted from Cork to Shannon due to 'adverse weather' according to Ryanair, however, the weather at our schedulled departure time (18:50) in Cork was not 'adverse'. It should be noted that an Aer Lingus flight to Amsterdam left Cork at 19:15. We arrived into Stanstead at 00:34. The last train from Stansted to London Liverpool Street ( our train was pre- booked and paid for) departed at 00:30. Our pre-booked return cost train tickets were Β£90:45 Sterling and the additional Uber costs we encountered were Β£78:95 Sterling to complete our journey to our accommodation in London.- Cork-London
- Economy
Sandra B
Verified | Feb 23, 2025Cork-London
Economy
Weather conditions
My outward flight was diverted from Cork to Shannon due to 'adverse weather' according to Ryanair, however, the eeather at our schedulled departure time (18:50) was not 'adverse'. It should be noted that an Aer Lingus flight to Amsterdam left Cork at 19:15.- Cork-London
- Economy
Anne-Laure C
Verified | Feb 23, 2025Economy
Complaint regarding unacceptable behaviour of a Ryanair empl
Dear Sir/Madam, I am writing to bring to your attention an unacceptable incident that occurred during my boarding for flight FR1799 on Saturday, 22 February 2025, at 19:05, gate 7, at Toulouse-Blagnac Airport. As a passenger with βPriority Boardingβ status, I was one of the first to arrive at the boarding gate. The space was cramped and crowded. When presenting my documents, I took out a small metal cardholder containing my ID card. Unfortunately, it slipped from my hands, and two of my cards fell through a gap between the floor and the base of the boarding counter, a solid structure with an opening just large enough for a credit card to pass through. In this stressful situation, I immediately sought assistance from the Ryanair employee at the boarding counter. Unfortunately, she was extremely rude and uncooperative. She outright refused to help in any way, insisting that the responsibility was entirely mine. She did not even take the time to assess the situation. When I politely suggested using a laminated A4 sheet that was in front of her to try and retrieve my cards, she refused, claiming it belonged to Ryanair and sarcastically telling me to use βmy own laminated A4 sheetβ. Obviously, I had nothing suitable at hand. Her mocking and condescending attitude was unacceptable and entirely inappropriate in a professional setting. Despite my attempts to retrieve my cards using the cover of a magazine, I was unsuccessful and had to leave to avoid missing my flight. Contrary to what one would expect from even the most basic customer service, no assistance was offered to me. The employee in question was one of the two Ryanair staff members present at the boarding gate: medium height, dark brown hair tied in a ponytail, and seemingly French, based on her accent. I find this behaviour completely unacceptable and unworthy of an airline company. I therefore expect an explanation and corrective action from your side. Such a disrespectful attitude seriously damages Ryanairβs reputation and undermines customer trust. I look forward to your prompt response.- Economy
Andres P
Verified | Feb 22, 2025Marrakech-Madrid
Economy
Ryanair denied printing our boarding pass once we get to the counter, even though we were there 1 hour in advance, they alleged that they have closed the flight, even though we have done our check in in advance as per our boarding pass. We had to pay for another flight for the same night, getting finally to Madrid at 1 am almost, since the other flight was delayed for almost 1 hour. There was nobody of Ryanair at the airport and the offered no solution, also they refused to hand in a written complaint form.
- Marrakech-Madrid
- Economy
Nayeli Alejandra M
Verified | Feb 22, 2025Marrakech-Madrid
Economy
Ryanair denied our boarding even though we have done the check in prior to arrive at the airport. They had sent an email saying that will print our boarding tickets, and after at the airport didn't print the boarding passes, even though we have gotten to the airport 1 hour in advance.
- Marrakech-Madrid
- Economy
Alessandro L
Verified | Feb 21, 2025London-Torino
Economy
Problem with their computers and machines, half of the plane boarded and half not, no compensation, bad customer service from them
- London-Torino
- Economy
Samantha B
Verified | Feb 21, 2025Birmingham-Pisa
Economy
No reason given
We were called for our flight and queued (2 of us using wheelchairs so not easy as it was) only to be told it was delayed so sent back to the terminal. Called again later only to be kept in the corridor with no staff representing Ryanair and no one to tell us what was going on. Also it was a fire hazard as there was the whole flight in the corridor for an hour. Also the first time we boarded the flight when we were told to get off, they left us unattended on the tarmac and didn't assist us as wheelchair users. No one was at the Ryanair desk, it was confirmed there was no representative at all from Ryanair to be contacted. We were not offered any free food or drink and waiting on the plastic chairs in the disabled lounge was very uncomfortable for both my mother and I as I have spine cancer and my mum has a serious heart condition. We were finally called 5 hours later!!- Birmingham-Pisa
- Economy
Lukasz N
Verified | Feb 20, 2025Economy
Behaviour of terminal crew
I would to make a complaint on the terminal crew who was taking care about boarding. Lady started shouting at me and swearing in Polish using βJa pierdoleβ worlds. She was very rude unhelpful and threatened me to not let me on my plane. All was result of not wanting to leave additionally paid baggage for check in.- Economy
Romulus B
Verified | Feb 20, 2025Beauvais-Iasi
Economy
No reason given
We got late on the plane, stayed outside a long time till we were on the plane, then we received an email stating that there will be a delay and the plane will depart at 14:20, then another one at 15:30 and it was 16 and we didn't left.- Beauvais-Iasi
- Economy
E A
Verified | Feb 19, 2025Economy
I was charged for a prepaid cabin bag
At Katowice airport I have been approached in a very rude manner by a young Ryanair employee at the gate with the argument that the handluggage is too big. However It fitted perfectly in the frame provided for measuring it. The employee insisted on having it checked for a fee of 86,03β¬ (359,99 PLN) and if we do not pay we can not go onboard. I told her I came with the exact same luggage on the inbound flight, since I have purchased the Priority & 2 Cabin Bags option, which, according to their policy, includes a small personal bag (40x20x25cm) as well as an additional 10kg cabin bag (55x40x20cm) to be stored in the overhead locker. On my inbound flight, I was not charged for my 10kg cabin bag at the gate. However, on my return flight, I was unexpectedly asked to pay for the same cabin bag, despite having already paid for this allowance!!! When I raised my concerns, the staff responded with sarcastic and inappropriate remarks such as, βYou can leave your bag behind and travel without it,β and, βYou can stay here complaining and miss your flight.β This behavior was not only unhelpful but also incredibly disrespectful and unprofessionalβ¦ Therefore I request a review of this situation and a full refund for the additional charges applied at the airport!- Economy
- Loss: β¬86
- Desired solution
Allaberdi M
Verified | Feb 19, 2025Dublin-London
Economy
I had a flight, but I was denied boarding even though I did not require a visa. The staff were rude, and the manager refused to communicate with me. The so-called immigration expert was inconsistently availableβat times he existed, and at other times, he did not. When consulted, he provided incorrect information about my eligibility for transit without a visa. During my original 08:15 flight, Ryanair staff were extremely rude, dismissing me without offering any proper explanation. However, at 10:00 AM, a different manager arrived. She listened to my case, contacted the immigration expert, and confirmed that I was rightβI was eligible for transit without a visa. Despite this, I was still charged an additional β¬100 to continue my journey. I am deeply grateful to this manager for her professionalism and assistance. However, this experience proved that I was right all along, and due to the first employeesβ lack of knowledge, I lost valuable time and money and experienced severe emotional distress. I demand compensation for the inconvenience caused. Additionally, I want to express my sincere gratitude to the female manager who replaced the male manager at 10:00 AM on February 19, 2025, for her help and professionalism.
- Dublin-London
- Economy
Ciaran H
Verified | Feb 19, 2025Dublin-Malaga
Economy
No reason given
Did not reach our accommodation after midnight, ie the following day. Flight delay was further exacerbated by lack of fuel after it had taxied to runway, requiring return to gate and refuelling of aircraft with passengers aboard. Following this refuelling delay, the flight was further delayed by a required staff changeover due to the existing airline staff exceeding their allowed hours requiring us to wait for the staff to arrive on the aircraft and changeover to happen. From the time we boarded to take off, passengers were not allowed to order hot food, furthermore the airline would not sell bottles of water due to a shortage and instead offered one small cup of water per passenger for a period of 11 hours aboard- Dublin-Malaga
- Economy
Ailbhe H
Verified | Feb 19, 2025Dublin-Malaga
Economy
No reason given
Did not reach our accommodation after midnight, ie the following day. Flight delay was further exacerbated by lack of fuel after it had taxied to runway, requiring return to gate and refuelling of aircraft with passengers aboard. Following this refuelling delay, the flight was further delayed by a required staff changeover due to the existing airline staff exceeding their allowed hours requiring us to wait for the staff to arrive on the aircraft and changeover to happen. From the time we boarded to take off, passengers were not allowed to order hot food, furthermore the airline would not sell bottles of water due to a shortage and instead offered one small cup of water per passenger for a period of 11 hours aboard- Dublin-Malaga
- Economy
Jaden B
Verified | Feb 19, 2025London-Barcelona
Economy
Technical problems
The flight was delayed going out so we didnβt end up travel g until really late at night, getting to our hotel at 3.30am when there was nowhere open for food. We got some food and drink at the airport and on the plane. We were informed we would get a food voucher for ach but it wasnβt on the email so we had to buy our own food. We had to be up also at 8 for breakfast and by the time we checked in it was 4am but we had paid for breakfast so we didnβt want to miss it. So the first day started off being very tired due to this.- London-Barcelona
- Economy
Micheal M
Verified | Feb 17, 2025Economy
In flight purchases
I was charged twice for onboard purchase hostess Anna had said 1st payment hadnβt gone through which it clearly had and charged me again .
- Economy
- Desired solution
Refund
Xiumiao K
Verified | Feb 16, 2025Lisbon-Fes
Economy
No reason given
I arrived in fez sometime after midnight. the airline did not provide anything information about the delay and did not provide any care either. i stayed in the very small waiting area at the airport for several hours just waiting for the flight to depart. there were not even enough chairs. i also had to pay 20 euros for a taxi, and an extra 15 euros to the hostel due to late arrival. I was pretty scared that night since i did not speak the language and it was so late, there were only few people on the street. i did not get the time to get dinner either since it was so late.- Lisbon-Fes
- Economy
Leanne S
Verified | Feb 16, 2025Economy
KrakΓ³w air port - wrongly charged
The man at the desk was speaking polish to me, i did not understand, he refused to translate what he was saying to me in polish to english. Though both our back fit in to the cubby hole he then said 280zlote extra for the backpack each. I had then contested this and then he increased the price to 360z per backpack. And i at this point requested for managment to be called, he laughed and refused to call them and said they will not waste there time. I then asked him again.. he told me if i wish to speak to them i need to go downstairs but i will miss my flight as they also refused to come to speak to me He in polish said to my partner that if i keep talking he will take me off the flight. He refused to give me his name. He was Extremely rude to me. And he forced me to pay an additional 112 pounds for backpacks that were included in the price of my ticket( carryon) that fit in the cubby hole. Someone like him should not work with the public.- Economy
- Loss: β¬115
- Desired solution
Refund
Peter B
Verified | Feb 15, 2025Economy
The online verification process is extremely unhelpful .
I have attempted on several occasions to verify my booking on line with the verification process but each time it states it cant link my booking with my account. It gives me no reason as to what the issue is or how it can be resolved. Contacting customer service has been a bad experience as ive been made to feel a low priority as I booked through a third party. I had no idea about the on line verification when I made the initial booking with Opodo, if I had I would have booked direct. I feel its extremely unfair that I will incur airport charges at the airport when at check in as I feel a victim of the process.- Economy
- Desired solution
Other
Nicholas O
Verified | Feb 13, 2025Funchal-Dublin
Economy
Weather conditions
Flight from Funchal to Dublin was cancelled due to storm Eowyn. The next available flight was 2 weeks later and no additional flights was added or made available to us. We had no choice but to book a flight ourselves from Funchal to London Stansted with Jet2.- Funchal-Dublin
- Economy
Valentina D
Verified | Feb 12, 2025Treviso-Schonefeld
Economy
Technical problems
We were supposed to depart at 18:10, once on the plane after 40 minutes of no information the captain told us that the technical issue could not be solved in a short time and that we had to head back to the gate to wait for another plane who was supposed to land around 20. At 20:00 they make us go back to the same aircraft only to wait another hour to inform us that no engineer was available to sign the paper to make us flight. So with a bus we reached the final aircraft and we then departed to land at 23:20. During the waiting in the plane, both times, no water was offered even though was very hot and many children were present in discomfort.- Treviso-Schonefeld
- Economy
Bridie O
Verified | Feb 12, 2025Economy
Jon and Marie very rude when i questioned why my bag identic
When I said to Jon was that necessary I was informed to speak to Marie his supervisor at another desk she told me loads of bags being checked when I returned. Jon told me I would be last to board plane when I went back to Marie she dad I was being confronting and this eas shouting which I definitely was not. She then escorted me back and made me join the queue and I was checked in. Really horrible experience- Economy
- Desired solution
Adrian Ionut V
Verified | Feb 11, 2025Charleroi-Bucharest
Economy
Strike
I just received a message for flight cancellation 30 minutes ago. Flight was scheduled for departure on 13th of February at 15:50pm. They offered an alternative flight which was Friday 14, but I have already booked holiday starting on 13 late in the evening. This last minute cancellation also makes it difficult to find alternative flights at different airlines since is short notice and If you find one will most likely be quadruple in price.- Charleroi-Bucharest
- Economy
Brigitte H
Verified | Feb 11, 2025Economy
Handluggage checked very rude
We have been approached in a very rude manner by a young female employee at the airport with the argument that the handluggage is too big. However It fitted perfectly in the frame provided for measuring it. The employee insisted on having it checked for a fee of β¬ 75 and if we do not pay we can not go onboard. I told her we came with the exact same luggage on the inbound flight and there was no problem. Her answer we should fly Easyjet or any other airline in the future. I asked for a receipt which she refused. I attach bank statement instead. Many other passengers went on board with the same size of luggage (I attach a photo of overhead compartment). Only our bag was checked. This is very unprofessional. Up till now I had no bad experience with Ryanair and I ask to refund the money and advise your personnel to keep friendly and professional.
- Economy
- Loss: β¬75
- Desired solution
Refund
Md Fahim Hussain R
Verified | Feb 11, 2025Economy
Birmingham Airport - charged for prepaid cabin bag
I was charged for cabin bag 10 kg which I already have paid for and presented the evidence when ordered to pay at the boarding desk. regardless of this I was charged Β£135. I want this money refunded- Economy
- Loss: β¬161.82
- Desired solution
Refund
Raluca B
Verified | Feb 11, 2025Barcelona-Rome
Economy
My name is Raluca Bratu and I was traveling with Nicla De Rosa. On February 9th, 2025, we were scheduled to fly from Barcelona El Prat to Rome Fiumicino, with a departure time at 20:00. Unfortunately, due to heavy traffic, we arrived at the gate 10 minutes after it had closed. We were informed by your staff that we could not board the flight because the plane had already taken off. We were both shocked to learn that the flight had departed 20 minutes before the scheduled departure time. Moreover, we were never notified via SMS or email about the earlier departure time. We were then directed to the ticketing desk to purchase new tickets for the next available flight, which was scheduled for 21:00. However, this flight did not close its gate at 20:30 as stated on our original tickets, and boarding only began around 21:35. Given these circumstances, we would like to request compensation both for the financial costs we incurred (an additional β¬200 for new tickets) and for the emotional distress caused by this lack of communication and poor customer service. After the incident, I tracked flight FR6985 on the FlightRadar24 app and discovered that, not only had the flight taken off at 19:40, but it also arrived in Fiumicino at 20:40, despite the flight duration being approximately 1 hour and 45 minutes. We would appreciate clarification as to how it was possible for the flight to arrive so early when the departure was supposed to be at 20:00. We hope you will take this matter seriously and address it promptly. We expect clear answers and proper compensation for the negligence and inconvenience we were subjected to. Thank you for your attention, and we look forward to hearing from you soon. Sincerely, Raluca Bratu & Nicla De Rosa
- Barcelona-Rome
- Economy
Lena M
Verified | Feb 10, 2025Economy
Rude manager, London stansted airport UK
Hi, I would like to complain about a rude manager (flight FR 8405, at 6:35am) which was present after a lady which boards people on the plane called her. The story starts off with the fact that me and my sister (me:17, sis:14) were at our gate ready to board. After a few people itβs our turn to board, so we go up show our documents and the lady said she needs to just call her manager and check something, the staff near boarding were amazing really canβt complain. When the manager came she straight up told us we are not gonna be able to board because a teen is not allowed to travel with a teen i was so shaken up already because I wanted to go home, so I told her that i got in contact with a person from ryanair and asked them a few weeks before the flight if i can travel as a 17 year old with a 14 year old and she said thereβs no problem whatsoever, and the manager just chose to completely ignore what i said and kept saying that we canβt board that we need to read policies she was also speaking to me in a very rude tone, so I tell her again that i had a chat with this and that and explained again and she says the most bizarre thing: "show me proofβ Iβm sorry but I was blown away how am I supposed to retrieve a chat from ryanair which happened like two months ago? so i just kept my calmness and asked her how I bought a ticket from ryanair if I supposedly cannot travel with a 14 year old she just told me itβs not up to them itβs the bots. Great. Then i called my mum to tell her about the situation and Iβve never heard more snarky comments in my life Iβll give examples, my mum asked what we are supposed to do now sheβs 2000km away from us and doesnβt know how to proceed with something like this and the lady replies with "youβre daughters came to London alone Iβm sure theyβll find a way to another airportβ Iβm sorry what!? First of all no we did not travel to London we traveled to Leeds second of all it was such a rude comment, another comment which just in my opinion shows that this manager is racist, my mum started explaining that ryanair gave us information that we can board the plane with our ages, we normality bought the tickets, checked in in Poland, she replies to my mum "I donβt care how polish people work from Poland in Ryanair I can see my policy right in front of me (there was no policy in front of her) and i can see that you canβt be a guardian because youβre underageβ also when my mum was speaking kindly with the manager, the manager just said sheβs gonna pass the phone back to me. Excuse me? Where is the professionalism this is a manager and i, who has never worked a day in my life, know that that behaviour is unacceptable. I would also like to add that the passengers on the flight were lovely to me, one lady proposed for us to go with her and of course as I expected the manager turned it down. To sum this up about a few minutes later a lovely lady from the Ryanair staff said that she went to talk with some people and it is confirmed that i can travel with a 14 year old, so this lady did not only stress me out but also lied to me. Which also takes me to another point apparently the manager had a policy with her at the time but my question is how come we were aloud to board? If this so called manager knows the policy so well and told us we canβt board how come another lady come to us and said and I quote "a teen is allowed to travel with a teen" so Iβm not sure if this is a mistake made by the manager or if this is a Ryanair mistake for not making it clearer that teens shouldnβt travel with teens, so for future flights to avoid situations like this it should be more clear on the app or browser that a teen cannot travel with a teen if that is true. Iβm very upset and still stressed about the service ryanair provided it even caused my sister to throw up back in Poland, we are also very traumatised with the whole experience, please give further details on how you will sort this situation out so that in the future she never treats anyone in a racist way or such a disrespectful way, I also would like to ask for information about compensation for me and my sister because we think that what happened in the airport should never happen i hope you improve. Lena, Kaja and parents.- Economy
- Desired solution
Fellipe T
Verified | Feb 9, 2025Mulhouse-Dublin
Economy
My husband, Fellipe Teixeira, and I, Leire Aldana, had our flight scheduled for 18:20 hours. We arrived at the airport well in advance (approximately two hours before departure), as Fellipe needed to check in in person to receive his boarding pass. Upon arrival at the check-in desk, the Ryanair staff provided us with both verified boarding passes, and we passed through immigration without any issues. However, when we arrived at the boarding gate, a SwissPort employee prevented Fellipe from boarding, claiming that his documents were not in order due to his Brazilian nationality. This claim was completely incorrect, as pointed out by the flight attendants, who tried to reason with the employee, but without success. Fellipe had all the required documentation to travel, including: His verified boarding pass, Valid passport, Marriage certificate, ETA document to enter the UK, Three residence cards in Ireland from 2022, 2023, and 2024, An original letter from the Irish government confirming that his 2025 residence permit was in progress and that he could travel freely with the aforementioned documents. Despite having all the correct documents, we were unjustly denied boarding. The SwissPort employee directed us to the SwissPort desk, promising that the "error made by his colleague," as he mentioned, would be resolved. However, when we arrived at the desk, we received no support or resolution from them. We then approached the SwissPort team for assistance, but we received no help. We were informed that the incident was our responsibility and that the only option available was to purchase a new flight, which would require traveling from Basel to Zurich, covering the train costs, paying for a new flight costing 400 euros, and also paying for a hotel due to the freezing temperatures at the airport. After a lengthy discussion with the SwissPort employees, at 22:00, they admitted that the situation had been an error but refused to provide any food, water, or cover the costs of the new flights, trains, or hotel. At 22:37, when we still needed assistance, the entire SwissPort team left the area and did not return. What we experienced that night was utterly inhumane, in addition to the lack of professionalism and the extreme lack of empathy shown by the involved staff. The names of the team members present (as we recall) were: Myriam, Claire, Amandine Widmer, three other women, and the man who prevented Fellipe from boarding. It is important to note that this manβs attempt to prevent Fellipe from boarding was aimed at separating a legal family, which is an unacceptable act. Moreover, he made discriminatory comments, suggesting that we could sleep at the airport as it was open 24 hours or that we could work in Switzerland for a while to earn the money needed to cover the extra costs of a new flight. Such comments are utterly unacceptable and disrespectful. This incident also caused significant professional losses for us. Leire, as a nurse at Castleknock Dental Practice in Dublin, had to cancel several scheduled surgeries. Fellipe, as Vehicle Coordinator and Digital Specialist at Audi Centre Dublin, had to modify scheduled vehicle deliveries and collections for 6th February 2025, affecting several customers. We kindly request the following: A full refund for the unforeseen expenses incurred, including: Trains from Basel to Zurich, Hotel night, 400 euros for the new flights, The lost workday for both Leire and Fellipe due to the incident, Compensation for the damages caused.
- Mulhouse-Dublin
- Economy
Viktoria S
Verified | Feb 7, 2025Naples-Vienna
Economy
Technical problems
We had delay 8 hours and 37 minutes after departure to Vienna. We werent told right away about the delay, but being updated after each hour when the delay was just getting longer.- Naples-Vienna
- Economy
Jill T
Verified | Feb 6, 2025Faro-Newcastle
Economy
Successful claim
Technical problems
I have already submited a case which you have ignored. The door aeroplane was not closed properly and your cabin crew were inexperienced, they panicked running down the aisle and showing shock and horror. Not only were we delayed but we were diverted to Edinburgh. We should have landed at NCL at 19.30 but didn't get there until 04.30 the next morning. No announcements, no food or drink provided. Shocking.- Faro-Newcastle
- Economy
- Successful claim
Nicola Sharon H
Verified | Feb 4, 2025Economy
Charged β€75 extra for hand luggage
I had already paid for priority boarding. My hand luggage respected size limits and I had had no problems on my outgoing flight from Madrid to Birmingham. However, the ground staff in Birmingham insisted that I, and many other Priority passengers, pay extra and put our hand luggage in the hold, claiming it exceeded the size limit. I paid but refused to put my case in the hold, as it contained fragile items. I was not the only passenger to do this. The steward on board confirmed our cases were within the size limit and also that the flight was not full and there was plenty of room in the overhead lockers. From overheard conversations I gather that this extra-charging is common practice at Birmingham airport, where it seems that the ground staff even have quotas to fulfill in terms of how many cases they charge for. This is unaccepatable and illegal and I request a full refund of the money that I have been overcharged.
- Economy
- Loss: β¬90
- Desired solution
Refund
Aishling O
Verified | Feb 4, 2025Economy
Unfairly charged β¬60 at gate
I was charged β¬60 at gate as my cabin bag was βtoo wideβ, I have had it measured many times and bought it specifically because it is Ryanair specifications, I have pictures of it fitting in the box. I understand the crew at the gate get a cut of the charges and they charged many people, I ended up having to board with extra carry ons due to this which also breaks Ryanairβs baggage rules.
- Economy
- Loss: β¬60
- Desired solution
Refund
Kim H
Verified | Feb 4, 2025Economy
Overcharging and withholding a personal document of a minor
I wish to log a complaint about my handling in Bristol Airport Departure lounge for flight FR1361 flying at 07.35am on the 1st of February 2025. On arriving at Bristol Airport I was greeted with a lady who made it clear she did not work for you initially. She checked our luggage in the luggage measuring metal holder and then charge me an extra Β£120 on the spot without clarifying the charges. She was hostile and held on to my autistics son's passport only giving it back to me when I insisted (put under the desk). She made it clear if I did not pay we would not fly or the bag would be disposed of. She would not give me her name when asked and was unhelpful in general. I will not fly Ryanair again because of this experience. I've had not issues in the past or with other budget airlines. I also saw other customers being charged for check in when the app was not working. I have paid on the app for seating that was not updated leaving me another Β£38 out of pocket. I also had to pay for the luggage on the return journey costing Β£53. In total Ryanair has got an extra Β£200 out of me, a single hard-working mum taking my son on holiday after he had a growth removed from his head last year in major surgery. The return flight, although delayed, on 3rd of February at 4.15pm from Venice the staff were helpful around the delay and gave advice on where to go and to check for updates. Although this was not pleasant the attitude and helpfulness made it easier to manage with my son. I would like this unpleasant incident investigated and further training on customer handling to be offered to staff.- Economy
- Loss: β¬200
- Desired solution
Refund
Erik N
Verified | Feb 4, 2025Bergamo-Stockholm
Economy
No reason given
We have been compensated for some of the expenses we had, not all though, which we find weird. Airline refused to compensate for cancellation since they claim it is out of their control. According to our research the wheel was broken, see attached article. We believe they must compensate us according to EU law.- Bergamo-Stockholm
- Economy
Luna S
Verified | Feb 4, 2025Economy
Rude, aggressive behaviour
We had a flight on February 4th at 9.50am from Brussels Charleroi to Venice Treviso. We had one bag which was a bit bigger than a cabin bag, for which we had to pay, which we understand that we had to pay for it. However, when checking in another bag, which is a cabin bag, and the lady at check-in desk number 8 said this as well, we had to pay for that bag as well. It fits the rules and it was less than 10kg. It came as a shock to us that at the ticket desk we suddenly had to pay for the 2 bags, instead of only the bag that was a bit bigger. The lady at the check-in desk, didnβt say anything about us having to pay for 2 bags, only for one bag, which was the slightly bigger bag. However, we paid the amount for the 2 bags, but we want you to take this seriously. The way they spoke to us was unimaginably rude. Both the lady at the check-in desk and the supervisor were very aggressive and rude towards us. We told them that we wanted to file a complaint, so we politely asked for their names for, but they aggressively refused to give their names and started screaming at us. Even when we tried to remain calm, they couldnβt do their job and act professionally. After this incident and lack of respect and lack of empathy and lack of professionalism. We would rather pay more, and travel with another company, that respects its customers instead of with Ryanair, who shows no respect towards their customers, and that only think of money. We hope youβll read this and take action, since weβre not the only people with who this incident has occurred! Thanks for your patience and for listening to us.- Economy
- Loss: β¬72
Yehuda H
Verified | Feb 3, 2025Manchester-Rzeszow
Economy
No reason given
Flight was delayed 5 hours. Claimed it was due to weather however no other flights were delayed so long. Made to sit on plane for hours doing nothing- Manchester-Rzeszow
- Economy
Piotr A
Verified | Feb 2, 2025Genoa-London
Economy
Influence by other flights
We were provided cold snack and bottle of water however the crew started boarding procedure before plane even landed to pick us up they checked the boarding pass and we were send to the gate where conditions were poorly. We were promised there is niece place to seat however it was only fewer seats and small bathroom. No other places to order anything other than vending machine.- Genoa-London
- Economy
Sebastian R
Verified | Feb 2, 2025Bratislava-Charleroi
Economy
Technical problems
The flight from Bratislava to Brussel on 28.12.2024 should take place at 18:25. Unfortunately it was delayed for 3 hours. Meanwhile we received short information every 30 minutes. The information passed to us was... flight is delayed next update in 30minutes.... Finally after 3 hours of waiting we got airborne around 21:20. Around 40 minutes into the flight we have been told by the captain that plane is redirected to KΓΆeln ( Germany ) due to poor weather conditions, and that we will continue our travel by the coaches that will wait for us at the airport. The captain also informed us that there will be a Ryanair agent on the airport who will take care of us. When we arrived to koeln ( +/- 22:40 ), we found out there is no one from ryanair at the airport. From airport speakers we learned that our coaches will pick us up at 01:00 am. We have been waiting till 03:00 am for the coaches and few minutes after 3 am we departed. We arrived to brussel charleroi airport around 05:35 ( 9 hours after our original arriving time ) Because of that we had to rent a car to get brussel as our arranged transport from airport could not wait 9 hours for us.- Bratislava-Charleroi
- Economy
Anthony F
Verified | Feb 1, 2025Bristol-Barcelona
Economy
No reason given
The flight was delayed from 0905 and left approximately 12hrs later arriving at just after midnight in Barcelona.My Colleague (David Hood) and I were to late to collect our hire car and spent the night until approximately 0900 hrs at the airport. We missed our prepaid accommodation (approximately Β£64 AirBnb)and travelled on to France. The airline provided the minimum required food and drink whilst at Bristol Airport ( Β£3 allowances every 2/3 hrs).- Bristol-Barcelona
- Economy
Oliver B
Verified | Jan 31, 2025Barcelona-London
Economy
Weather conditions
We landed in Manchester, a completely different city and county than I had booked for. Our flight was already very delayed. We were told coaches were picking us up. After waiting an hour and a half, the coach arrived, but it couldn't fit us all. So I didn't make it on. They told us another bus was coming but not till when. I got one bottle of water and no food. The airport shops were closed so I couldn't eat. I was forced to get an uber back to London. Getting home at 5am.- Barcelona-London
- Economy
Ewelina O
Verified | Jan 30, 2025Bratislava-Charleroi
Economy
Technical problems
The flight from Bratislava to Brussels Charleroi was to take place on 28.12.24 at 18:20. The flight was delayed for 3 hours at the airport due to technical issues. Then we learned on the plane that we would not be landing in Charleroi, but in Cologne. A bus was supposed to come from Cologne at 1 a.m. to take us all to Belgium to the Brussels Charleroi airport. The bus only arrived at 3 a.m. No one told us what to do, no one took care of us. We had to ask people ourselves what to do, where and when. We only arrived at the Brussels Charleroi airport at 6 a.m., which forced us to rent a car for minutes so that we could go home. I reported the matter to Ryanair but I did not get any response, only a refund for the purchased food worth β¬6 when we waited only hours for any information. We only got a voucher worth β¬4 for the whole night.- Bratislava-Charleroi
- Economy
Ahmed A
Verified | Jan 30, 2025Gran Canaria-Dublin
Economy
No reason given
No plane arrived to bring us from las palmas to dublin. We were delayed due to the FR 94 Leaving dublin that day late. It still took off at 10am from dublin and arrived in las palmas a few hours later. This was the cause of the delay so believe we are owed compensation.- Gran Canaria-Dublin
- Economy
Robert D
Verified | Jan 30, 2025Gran Canaria-Dublin
Economy
No reason given
Supposed to land in Dublin at 2pm and didnβt land until 8pm or after. Airline told us we were going to be delayed 2/3 hours to begin with then moved the estimate out. I was travelling with family including a 6 month old child so we had to wait from 10am-4pm in an airport.- Gran Canaria-Dublin
- Economy
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