Ryanair complaints: comments, page 36
2,634 comments
Khrystyna B
Verified | Sep 17, 2024
Palma de Mallorca-Malaga
Economy
Weather conditions
I have arrived to the airport on September 4th, 2024, at 11 am approximately, few hours prior to scheduled boarding. Since check-in has been done online, I have been waiting my fly and the information regarding it into terminal C (which was previously announced on the info-table screen). By the time of our fly no additionally info appeared in the screen only that the fly is delayed. No one from Ryanair representatives has contacted me with the information about the delay and reasons why. In few hours I received email about fly delay for 2 hours and about voucher that can be used for purchasing food. after that for 10 more hours no additional information received, prior the time 1:30 am in the morning when we had our fly. It took me lots of nervous, money for food and drinks and time lost waiting for the fly. Vary disappointed
- Palma de Mallorca-Malaga
- Economy
Tracey H
Verified | Sep 16, 2024Bristol-Agadir
Economy
I booked extra leg room seats and didn't get them
I booked extra leg room seats for myself and my partner and paid extra money. When we got on the plane our seats weren't extra leg room. We asked a stewardess and she said the aircraft was changed last minute. We now didn't have extra leg room. We had no prior warning nor have we received a refund for something we payed for. The staff member said she would see if she could move us but never even came back. This was then an uncomfortable flight and we payed money for something we didn't have!!!- Bristol-Agadir
- Economy
Danilo M
Verified | Sep 16, 2024Lisbon-Dublin
Economy
THE GUYS FROM THE GATE
The guys in gate in LISBON BEEN SUPER SUPER RUDE DONT HAVE ANY PATIENCE FOR PASSENGERS EVEN THEY NOT PROFISSIONALS AND BEEN SHOUTING WITH PASSENGERS THEY ALREADY HAD 3 ARGUEMENTS
- Lisbon-Dublin
- Economy
- Loss: β¬75
- Desired solution
Stuart M
Verified | Sep 16, 2024Edinburgh-Venice
Economy
Our flight was diverted to Venice Marco Polo.Due to extreme weather which was forecasted for the whole Croatia. Ryan air told us that buses would be available to Zadar which turned out to be false information. There was no one from Ryan air to help or assist.200+passengers on the airport. After about 4hrs we got a taxi to a hotel Columbus in Jesolo. We're we Chad room available. There was a bus at 12pm on the 06/09/2024.for Zadar which took about 7hrs to get to our destination.
- Edinburgh-Venice
- Economy
Tamari I
Verified | Sep 16, 2024Dublin-Beauvais
Economy
As we filled out previous form, we were not allowed on board from BVA to Dublin with no reason and no explanation, so we had to change the airport and go to CDG and buy new ticket from CDG to Dublin. For this flight from Dublin to Paris we have not contacted the airline separately via chat because we called while in Dublin and they said they could not tell us the reason why they did not let us on board and if we would be allowed on board from Dublin to Paris. So we had to buy tickets
- Dublin-Beauvais
- Economy
Tamari I
Verified | Sep 16, 2024Beauvais-Dublin
Economy
In BVA airport me and my friend were refused to board. In the airport they did not say the reason why because it was confidential. So since only Rayanair flies from BVA to Dublin we had to change the airport at midnight. From Dublin we called local branch and they did not say reason why they refused our boarding, in addition they could not tell us if they would allow us on board from Dublin to Paris. So we had to buy another ticket for Dublin to Paris flight. That is another expense we want to fill in the form about
- Beauvais-Dublin
- Economy
Lucas G
Verified | Sep 16, 2024Charleroi-Manchester
Economy
Strike
We were informed the evening before that our flight was cancelled. We spent all the prior evening calling uk trying to secure an extension of leave as there where flights on the sunday. this was not possible so we had to arrange to travel on the Friday as palnned. We had to get up at 6am to get an 8am bus and start a journey that took us 18hrs instead of the expected 1hr and 20mins- Charleroi-Manchester
- Economy
Violeta H
Verified | Sep 16, 2024East Midlands-Budapest
Economy
Unknown & Not-Informed Booking fee at airport
I went to East Midlands airport and purchased a Β£34.99 ticket from EMA to BUD at the Booking Desk. I was duly provided with the booking information that showed the Β£34.99 cost. The person at the desk provided me with the attached receipt. At now time was I warned or told that there would be a Β£50 "Booking Fee". Later I was horrified to learn that there was a Β£50 booking and that I had in fact being debited Β£84.99 on my Debit Card. Had I known I would have driven the 5 miles back home and booked the same flight online avoiding such an outrageous fee. I would respectfully suggest that the booking agent should have been bound to inform me and then (a) given me the option of withdrawing the booking, and (b) the receipt should have included the booking fee as those fees were paid directly to Ryanair and not a middleman agent.- East Midlands-Budapest
- Economy
- Desired solution
Refund
Paul B
Verified | Sep 16, 2024Malta-Barcelona
Economy
No reason given
The flight operated without passengers so shows a delay of less than 3 hours and not cancelled. Have contacted Ryanair on numerous occasions to be told they will respond within 48 hours and nothing. We were all present at the gate waiting in front of the aircraft, (20 metres) then taken back into the terminal to watch the aircraft depart empty. I arranged my own hotel after checking with their handling agent Aviaserve first. I opted to go standby for the Saturday morning flight which I was lucky enough to get a seat on, otherwise they were offering Monday afternoon. Arrvied BCN at approc 10:30 on Sat almost 20 hours late.- Malta-Barcelona
- Economy
Lucy G
Verified | Sep 16, 2024Malaga-Leeds
Economy
Flight was redirected to East Midlands
I travelled on Ryanair flight FR2447 on 5/9/24 from malaga to Leeds Bradford. Booking ref NJ7KSY. My flight was redirected to East midlands meaning my arrival into Leeds Bradford was over 6 hours late. I am unable to apply for compensation with eu261 on the Ryanair website, as it tells me it does not qualify, yet my arrival was over 6 hours delayed! I have tried contacting support and all they say is to apply for eu261, but it will not allow me with my flight number. I was a girl travelling alone, I live in Hull and booked the flight that landed at 18.25pm so I could make a connection by train to reach my home town, with plenty of time if delayed. But arriving at 00.30am means no trains and I was stranded. At East midlands the staff told me to still get the coach provided to Leeds and then speak to Ryan air about a hotel so I could then make my train in the am, but the staff on arrival would not help me. I had also received an email during this time from Ryanair stating they would place you in a hotel if no transport could be offered. On arrival at Leeds they would not help me, in fact they were sarcastic and rude with zero empathy. I do not have much money so could not afford the 200 hotel bill and was told I would not be able to get the money back if I booked one. There were no private taxis available and they would also cost a few hundred to Hull and I was told I would not be reimbursed. Also, it is not safe for a girl to travel on her own for such a distance with a stranger at that time. I was tearful and scared, I also have crohns which was massively triggered from the stress and tiredness. We were not offered any refreshments at East mids as the voucher did not work. In the end I had to wait until 3.30am for my elderly father to collect me, which was not good as him driving at that time is dangerous. But I had no other option, I was feeling poorly stressed and scared. The flight did not arrive at Leeds on time and was over 6 hours late so it was delayed.- Malaga-Leeds
- Economy
- Desired solution
Elaine D
Verified | Sep 16, 2024Leeds-Ibiza
Economy
My 22 year granddaughter was charged Β£75 because of her cas
This was her 1st solo flight and I know the case is the correct size because it is mine. I have been flying with Ryanair for years and fly often each year and have never had a problem cos I have measured my case to make sure. She phoned us in tears so we had to pay . Why is it that everytime I see someone being pulled about their case, it is always a woman travelling alone. She was absolutely distraught. I am not happy about this situation and would like someone to look into this and let me know what you are going to do about it.- Leeds-Ibiza
- Economy
- Loss: β¬88
Sharon H
Verified | Sep 16, 2024Faro-Dublin
Economy
Don't remember
Had checked in received boarding passes for me and my partner and we were charged β¬110 at airport said we werenβt checked in- Faro-Dublin
- Economy
Mihaela M
Verified | Sep 16, 2024Charleroi-Manchester
Economy
Weather conditions
After delaying the flight 3 times Ryanair cancelled it, we had to wait 4 hours in queue to change the tickets for Edinburgh on Friday. We had to pay a hotel room as U couldn't stay in the airport over night with 2 children. We flyed to Edinburgh on Friday and payed for the bus to Manchester. Instead of 6 hours flight we had 36 of nightmare as we arrived home Saturday at 3.00 AM. The only thing Ryanair provide was the change of the ticket. My daughters also missed a day of school. We payed for hotel room, taxi, food, bus.- Charleroi-Manchester
- Economy
Dino B
Verified | Sep 16, 2024Gothenborg-Zadar
Economy
Weather conditions
Flight was diverted to Zagreb, Franjo Tudman airport. We were held up in the plane without solution, captain waiting on direction. Busses were organized to take us to Zadar airport. Handling was very bad and hectic. We were very poorly informed. Busses arrived to ZG airport later than expected, they did not pick us in front of exit but far out in open parking in heavy rain. We were wet and such drove to Zadar. We had an infant which was not provided baby seat in the bus. For us it was stay there in heavy rain at night with baby and luggage or take the only offered but very unsafe and illegal solution. We were late for arranged rental meeting and had to overpay. But we have no receipts. Very stressful and unkind all together.- Gothenborg-Zadar
- Economy
Charles C
Verified | Sep 16, 2024Belfast-Manchester
Economy
Check in issue - Belfast International
When checking in on Friday 13th September for flight ref DKC7SS from Belfast International to Manchester on Saturday 14th September I realised that I had input one of my parties DOB incorrectly but had already checked in so just in case this was checked at Belfast I went on to the system and asked how to change this for fear of arriving at the gate and one of my party being turned away. After a good 30-45 mins on the 'chat bot' which ultimately was useless I got speaking with a person on chat and they helped me which was great. I ws instructed that I would have to check everyone in again and am pretty sure I did this however upon arriving on Saturday morning to the gate we were initially denied boarding as I didn't re check in according to Ryan Air system. After some discussion with the lady operating the boarding gate Ryan Air demanded Β£456 from my party of 8 passengers or they were denying us access to the flight. Safe to say I was not amused but the tears of my children were enough for me to give in and pay to ensure we got away on our trip as planned for some months. The lady operating the boarding gate rang a supervisor asking what she should do as some people have not been charged in the past and especially as it was a genuine error - obviously the supervisor had no compassion as they said we had to be charged or not board the flight. I am asking Ryan Air for the money to be returned at their earliest convenience and have some decency on this matter. I have screenshots of my discussion with the chat bot and subsequent chat 'Alfredo in Poland' on chat to support this if required. If Ryan Air do not pay this back none of my family will ever board another plane belonging to them. My number is 0044 7538 733457 if anyone would like to get in touch to discuss this matter.- Belfast-Manchester
- Economy
- Desired solution
Refund
Maria D
Verified | Sep 16, 2024Cagliari-Vienna
Economy
Technical problems
Having some inside information I found that due to lack of aircraft on the day, this flight was uncovered, being the first of a series of flights no aircraft had been planned. We received the email about a long delay. Flight originally scheduled at 10:05 departed around 15 hours delayed. After a few hours I was accommodated on a flight that departed the next day with 2; hours delay. I arrived at work one day late. I took care of my costs while staying extra in Cagliari. I contacted the airline. The airline does not compensate me because when I make the claim, the response is that the flight left on time. Wrong! Original flight left 15 hours late.- Cagliari-Vienna
- Economy
Cristian B
Verified | Sep 15, 2024Sevilla-London
Economy
I arrive to the aeroport 3h before like usually, I fly with ryanair a lot of times and this never happen to me before because They didnβt let me go because i had things in my pocket, she was rude and I was going to pay 60β¬ because I had things in my pockets, at the end they said now itβs close but they stay in the door almost 30 more min
- Sevilla-London
- Economy
Anonymous member
Verified | Sep 15, 2024Lisbon-London
Economy
RyanAir name change fees
I've booked a flight in RyanAir for my family but sadly I've made a small mistake on my niece's surname. Immediately contacted ryanair and found out that there's a 115β¬ charge to make the name change. This company should not be allowed to do this, there should be a cooloff period of at least 24h where changes should be free due to any input error. Their policy is that they can accept changing up to 3 letters for free. Three letters will not solve my problem.- Lisbon-London
- Economy
- Loss: β¬115
- Desired solution
Other
Maria B
Verified | Sep 15, 2024Rome-Poznan
Economy
No reason given
The flight was supposed to departure from Ciampino Airport on 01/09/2024, but the plane was diverted to the Fiumicino Airport. Then the next flight was scheduled for 02/09/2024 at 7:50. Then the flight was constantly deleted and I was informed only via sms about the departure time 11:00. When we arrived at the airport the departure was scheduled for 14:00 the delayed for 15:00 then 16:00, 17:00, 18:00, 18:40. I wasnβt sure whether the flight was going to departure at all so around 15:00 I rebooked the flight to Katowice. I tried the compensation form at the Ryanair website but it doesnβt work- Rome-Poznan
- Economy
Jessie W
Verified | Sep 15, 2024London-Fuerteventura
Economy
My flight wasnβt cancelled by Ryanair agent
My flight was due on the 28th April 2024 I had to cancel my flight and change my dates the agent I spoke with did not do this I have now been charged the flight and now I have no flights for my booking due to travel 29th October I have strong evidence of the conversation with the agent and have been back and forward the love holiday and Ryanair and no one is helping me this is not my mistake itβs the airline Iβm so upset and disappointed in this itβs disgusting the way I have been treated
- London-Fuerteventura
- Economy
- Desired solution
Refund
Robin C
Verified | Sep 15, 2024Brussels-Barcelona
Economy
No reason given
We took off after midnight (instead of 20.40) and arrived later than 2am (instead of 22.45) Just before the flight, they announced that it will be delayed (at the airport and by mail) with no more informations They offered a drink at the airport In the plane, they talked about a problem about Air controllers but with no details and we had more delay that announced previously (23.45 in the mail)- Brussels-Barcelona
- Economy
Monika S
Verified | Sep 15, 2024Dublin-Kos
Economy
Dublin- seat didn't exist
It was very stressful as during the bording my son's ticket couldn't scan. We didn't know why, we were not sure if we will be able to go on holidays. Flight was already delayed by 1hr at that stage. Finally when they let us go on the plane we discovered that my son's seat didn't exist- 28F as this was different type of craft. I was moved to very last row 35 with 2 kids, close to toilets where you smell everything and people are queueing at your head all the time, with less room for legs. My husband sat in the middle seat far away from us. We paid for seats but we sat separately for a long flight which took over 4 hrs.
- Dublin-Kos
- Economy
- Desired solution
Monika S
Verified | Sep 15, 2024Dublin-Kos
Economy
Flight FR9290 Dublin- Kos, seat didn't exist
It was very stressful as during the bording my son's ticket couldn't scan. We didn't know why, we were not sure if we will be able to go on holidays. Flight was already delayed by 1hr at that stage. Finally when they let us go on the plane we discovered that my son's seat didn't exist- 28F as this was different type of craft. I was moved to very last row 35 with 2 kids, close to toilets where you smell everything and people are queueing at your head all the time, with less room for legs. My husband sat in the middle seat far away from us. We paid for seats but we sat separately for a long flight which took over 4 hrs.
- Dublin-Kos
- Economy
Gabriele M
Verified | Sep 14, 2024Dublin-Milano
Economy
They denied the boarding in dublin
They called the last call on the flight, I showed up at the gate ( meanwhile I could see the last person walking inside ) literally 30 seconds after the call, and because the lady at the gate wasn't a fun of me due I guess my nationality or cause my English isn't the best one, she didn't let me in, there wasn't a single person at the customer support right next to the gate, and when I required to speak with the manager she refused to do so, all of this happened while the boarding was late of about 30 minutes and meanwhile they were boarding another flight to hamburg. The plane was in the airport for at least 20 minutes more the designed time.- Dublin-Milano
- Economy
- Loss: β¬100
- Desired solution
KatarΓna H
Verified | Sep 14, 2024Palermo-Vienna
Economy
Don't remember
We arrived to Vienna at 22:40 instead of 18:50. They were moving the boarding at the airport without explanation. We had a luggage checked in so we had to wait at the airport from 2pm. We had to board by 18:20 (afterwards they closed the boarding) and let us wait in the plain more than 2hours without any water or food. We had two kids with us and we were not allowed to use toilet more than an hour. No explanation were provided and when we were asking for water they told us to wait after the take-off when we will be able to buy a water. The stewards were very impolite a did not care our kids wanted water. We had ordered taxi from Vienna to Bratislava (our final destination) due to the more 4hours delay we were charged for waiting as the airlines did not share the delay and the driver was waiting for us at the airport from 20:55(no official information was shared at the Schwechat arrival board) about further delays.- Palermo-Vienna
- Economy
Patrick M
Verified | Sep 14, 2024East Midlands-Malaga
Economy
No refund
I have booked a flight for 3 with ryanair,it is for a birthday surprise. Unbeknown to me another freind booked same day same names. I have tried to cancel my flight for a refund they have said no? The flight is may 21st 2025 8 months in advance. Outrageous.- East Midlands-Malaga
- Economy
- Loss: β¬300
Jose Maria G
Verified | Sep 14, 2024Alicante-Bristol
Economy
Abusive cost for changing a name due to an honest mistake.
My company booked my return flight ticket -priority- and in good faith used my nickname rather than full passport name. When arrived to check in I was advised that I wil have to pay for a change of name. At the end it worked out cheaper purchasing a new flight. Total cost 219.99 euros!! I have attached invoice as I don't understand it at all. I had to pay a new fare, and then a name change, and then discount my prevous fare, the only item I agree with is the extra luggage as I was carrying a large suitcase. O top of the that the aeroplane had not been cleaned and it was full of empty packets and crumbs. Trying to cal down, I ordered a cup of tea but they did not have oat milk but that the milk was semiskimmed. Dissapointed as this is my first bad experience with this airline, and felt so frustrated. I sincerely hope that they can be more helpful
- Alicante-Bristol
- Economy
- Loss: β¬160
- Desired solution
Expenses reimbursement
Lester W
Verified | Sep 14, 2024Rhodos-London
Economy
Rescheduled
We booked the evening flight for 2215 We were told yesterday morning 13/9 that the flight had changed Not acceptable!!!- Rhodos-London
- Economy
Mia G
Verified | Sep 14, 2024Chania-London
Economy
Technical problems
Constant mishaps. First being the technical difficulties, then human error when fuelling the replacement aircraft.- Chania-London
- Economy
James A
Verified | Sep 13, 2024Edinburgh-Faro
Economy
Technical problems
Flight was delayed by 3 hours. My wife suffers from abdominal pain syndrome and was feeling unwell. We had to leave the airport to go home .- Edinburgh-Faro
- Economy
Luis P
Verified | Sep 13, 2024Rome-Barcelona
Economy
Weather conditions
They canceled my flight and provided ridiculous alternatives just 2 or 3 days after the day I was traveling. So, I had to buy another flight and pay accommodation for the day after.- Rome-Barcelona
- Economy
Christine C
Verified | Sep 13, 2024London-Bergerac
Economy
I was sold duty free and the box was not filled with right x
I bought three items of duty free on the plane. One was a lipstick on arriving at the hotel I discovered the box had three sachets of milk and no lipstick in it. I have tried to resolve through the help centre and they misdirected me to a claims site, that did not exist. I have contacted customer services who say the case is closed as I can contact the help centre. I am just trying to get a refund for a sale that was under the trades description act false!!!
- London-Bergerac
- Economy
- Desired solution
Refund
Expenses reimbursement
Cristina Maria O
Verified | Sep 13, 2024London-Malta
Economy
Technical problems
After boarding at around 6AM, we have being inside the aircraft until around 10:30AM because the pilot noticed a technical issue of the aircraft and inform the engineers to fix it. After they came and sorted it, after being ready to take off the aircraft encounter the same issue again, the engineers being called again, and after fixing it ... the same issue showed again and we went back to the safe spot with everyone inside the aircraft. 3rd time the team of engineers came and tried to fix it...and then the aircraft wasn't being able to fly..so they've took us out of the airplain, went again with all of us to the same gate, passport check again..and we boarded on a different Ryanair aircraft. Around 12:30 we managed to take off from Luton and we've reached Malta at 16:30 aprox. All these time from almost 6AM till 10:30AM we've been kept inside the airplain, no bottle of water or anything provided to us.- London-Malta
- Economy
Ellen O
Verified | Sep 13, 2024Manchester-Cork
Economy
Manchester airport , gate boarding
I had to pay for bag going on board which was no problem. However my card wouldnβt go through , I was told it wasnβt their machine it was my card , and to step aside and see cami pay it some other way . I had only one card, I asked for advice what to do in this situation and was told to see if I could come up with it another way. I panicked , I already suffer with anxiety and had a panic attack . She tried my card again and it worked it was your machine . The lady was very rude unhelpful and I was just left there not able to go on . It was a horrible experience. The air hostess in the flight was very kind and apologetic for my upset . I was upset the whole flight home . Manchester gate should be addressed as it caused me health problems and stress that could have been avoided with proper customer service, snd protocols of action in these situations. Instead I was told it was my card as it has no funds , not your machine , and step aside , I was lost and distressed . Shocking . Iβm actually going to look at going further to ensure this is addressed as it caused me massive distress !- Manchester-Cork
- Economy
- Desired solution
Apology / Voucher
Other
Tiernagh M
Verified | Sep 12, 2024Dublin-Lisbon
Economy
The flightvwas delayed, bit no time was changed on the screen, which we checked repeatedly, we then went to the gate, where the staff closed the door in our faces, ignored our requests despite other passengers not having gained access to the plane. The staff were rude, refused to engage and said we missed the flight. We complained to staff, we complained to management, who ignored us and lied blatantly about what had happened at the gate, manager refused to give us her name, stating GDPR reasons for same, ignored us, repeatedly walked away and took phone calls while we were trying to state our case.
- Dublin-Lisbon
- Economy
Stanley B
Verified | Sep 12, 2024East Midlands-Palma de Mallorca
Economy
Dear Sir / Madam, I am writing respect of our recent experience at East Midlands Airport flying with Ryanair. Our original flight to Palma De Mallorca on Friday 23rd August 2024 was due to leave at 17:45 but was delayed until 18:50. Due to the delay, we were checking the Ryanair app regularly and headed to gate 1, arriving at the gate at 18:12. When we arrived the Swissport staff were stood chatting outside, and nobody was stood at the gate desk. We got the attention of the staff and a Swissport member of staff named Amber informed us that she had closed the gate that she could therefore not allow us access to board the flight. Upon being questioned further, Amber confirmed to us that gates are closed 20 minutes prior to departure of the flight. We then queried this with Amber, given we had arrived 38 minutes prior to the delayed departure time. She informed us that they had closed the gate early to try and get everyone onto to the flight quickly due to the delayed flight time and that she could not reopen the gate. We were then taken to the Ryanair customer service desk, where we spoke to Scott (the Shift Supervisor) and Robert. We explained the timeline of events to them, and they informed us that the gate should not have been closed prematurely and that in fact the gate should not have been closed until 16 minutes prior to departure. Scott then proceeded to go and speak to Amber via the phone to ask why the gate was closed early. When Scott returned, he said that Amber claimed to have closed the gate at 18:34, which was 16 minutes prior to closure. It was extremely disappointing to hear that Amber had lied about the timeline of events and we requested that the CCTV be checked, in order to show that we had arrived at the gate with sufficient time in order to board the flight. Scott then informed us that Mark who was the Airport Duty Manager was the only person who could check the cameras and that he was currently doing a shift handover but would check the cameras afterwards. We had no choice but to pay the missed departure fees, to allow us to book the next available flight, which was at 14.20pm, the following day (Saturday 24thΒ August 2024). Given the circumstances above, we are extremely disappointed with the experience we had and the dishonesty of the staff on the departure gate. We now request that a formal investigation be undertaken into the conduct of the staff involved at the departure gate and we require confirmation that the gate was incorrectly closed prematurely. We are seeking a refund for our costs incurred and compensation for our time lost, due to the delay. I look forward to your prompt response and resolution.
- East Midlands-Palma de Mallorca
- Economy
Guilherme V
Verified | Sep 12, 2024Manchester-Porto
Economy
No reason given
The initial flight was delayed 45 minutes and the second one three/four hours. Additionally, they changed terminals in the airport, it was a mess..- Manchester-Porto
- Economy
Debra A
Verified | Sep 12, 2024Edinburgh-Faro
Economy
Technical problems
Our flight was delayed 3 hours. Unfortunately my wife suffers from chronic functional abdominal pain syndrome . At first it was 2 hours delay that changed to 3 hours delay. We had to leave the airport and go home as this was far to long for my wife to sit around which was putting her in a lot of discomfort and pain.- Edinburgh-Faro
- Economy
Carolina D
Verified | Sep 12, 2024Bergamo-Lisbon
Economy
nao tive qualquer resposta. fui obrigada a pagar um excesso de bagagem de forma abusiva: I hereby submit a complaint regarding the undue, abusive and unfair charging of cabin baggage by my airline. This complaint concerns what happened on flight FR820, on July 14, 2024, from Milan (Bergamo) to Lisbon scheduled for 10:35 am. I was accompanied by a small, compact piece of luggage, as expected, given that I only purchased a flight with small luggage under the seat of the plane. With a queue of people in the "non-priority" category, I saw people with backpacks of the most varied sizes and configurations, including passengers with more than 1 piece of luggage, who were charged absolutely nothing for extra dimensions or excess luggage. These included quite large backpacks, many of which were quite tall, and which would never, under any circumstances, fit into the standard sizes accepted at the boarding gate. As I approached the entrance, the employee told me that I would have to pay extra for my suitcase, an XS trolley with, as already mentioned, very small dimensions, without even asking me to check the dimension in the sizing box. Now, when I politely refuted and questioned this very immediate request and, given the luggage I had just seen advancing in front of me, without any notice whatsoever, the employee then asked me that if I wanted to, I could try putting my luggage in the mold. Well, the measurements of the suitcase itself were less than square, but as it was a trolley, part of the wheels (a non-flexible element) protruded a few centimeters from the mold and it didn't fit exactly into the compartment. When confronted with this fact, the employee said that if the wheels were removable, the suitcase could pass through without any problem or extra payment. As they weren't, I'd have to pay the amount she said from the start (I remember, even before she asked me to check the size on the mold). So I'd like to ask your company a question: if the wheels were removable, was I supposed to make the journey to the plane without wheels anyway? Bearing in mind that the size of the "real volume" of the suitcase was below the measurements requested, and only a little of the wheels exceeded that template, what difference would the wheels make in practice when boarding and when placing the suitcase under the seat? I'm writing this email during the same flight that I'm reporting on here and I've seen several passengers with bulky backpacks that practically don't fit under the seat and that many of them have to carry standing up next to their legs, given the excessive size, and many of them with more than two suitcases with them, with practically no room for their legs properly. It's worth noting that many of these cases are passengers who I saw boarding and who I confirmed had not paid any extra fees. Now, I think it follows that the employee who forced me to pay for excess baggage on boarding (and who had already decided this before even checking its dimensions) simply because it had wheels and aesthetically resembled a cabin bag that is not included in the lowest flight fare. This choice is due to the great improvement in the days when I travel frequently - and, in fact, for health reasons - as I have found a more comfortable suitcase that avoids carrying the weight of my few clothes and my work computer and tablet on my back. After this unprofessional service (since different rules apply to different passengers) and this abusive charge, the employee puts the hold baggage tag on my small suitcase. When I mentioned that I had a computer and work equipment in my suitcase and that I didn't feel safe sending it to the hold and the shocks I would certainly suffer, she said that I could take the equipment out and carry it in my hand. So I have another question: is it more beneficial to carry 1 computer, 1 tablet, 1 wallet, 1 jacket, 1 phone and 1 handbag in my hands, loose, and have an extremely uncomfortable journey because I have to spend the whole flight clutching all the separate objects, or to be able to board with a piece of luggage in which only the wheels don't fit in the measurement mold? (As I was able to verify on the Porto-Milao trip a few days ago, it fits perfectly and with plenty of room to spare under the seat of the plane)? I would therefore appreciate it if, after carefully reading my complaint, you could make a fair moral and value judgment on this matter. With these complaints, I am requesting a refund of the 46euros I was wrongly charged, and I am waiting for your response as soon as possible. I will also continue to complain by all other means available, and if your response is not favorable I will file a claim against the company, which repeatedly fails to increase the average price of flights, fails to follow the principles of quality on its flights, reduces conditions and comfort during flights and applies rules, conditions and extra payments as time goes by. Here are some photos of the luggage I was forced to pay for, the payment slip, and some cases of backpacks on my flight that were not charged extra. I await a response to this case
- Bergamo-Lisbon
- Economy
Carolina D
Verified | Sep 12, 2024Bergamo-Lisbon
Economy
abusive and unfair charging of cabin baggage by my airline
I hereby submit a complaint regarding the undue, abusive and unfair charging of cabin baggage by my airline. This complaint concerns what happened on flight FR820, on July 14, 2024, from Milan (Bergamo) to Lisbon scheduled for 10:35 am. I was accompanied by a small, compact piece of luggage, as expected, given that I only purchased a flight with small luggage under the seat of the plane. With a queue of people in the "non-priority" category, I saw people with backpacks of the most varied sizes and configurations, including passengers with more than 1 piece of luggage, who were charged absolutely nothing for extra dimensions or excess luggage. These included quite large backpacks, many of which were quite tall, and which would never, under any circumstances, fit into the standard sizes accepted at the boarding gate. As I approached the entrance, the employee told me that I would have to pay extra for my suitcase, an XS trolley with, as already mentioned, very small dimensions, without even asking me to check the dimension in the sizing box. Now, when I politely refuted and questioned this very immediate request and, given the luggage I had just seen advancing in front of me, without any notice whatsoever, the employee then asked me that if I wanted to, I could try putting my luggage in the mold. Well, the measurements of the suitcase itself were less than square, but as it was a trolley, part of the wheels (a non-flexible element) protruded a few centimeters from the mold and it didn't fit exactly into the compartment. When confronted with this fact, the employee said that if the wheels were removable, the suitcase could pass through without any problem or extra payment. As they weren't, I'd have to pay the amount she said from the start (I remember, even before she asked me to check the size on the mold). So I'd like to ask your company a question: if the wheels were removable, was I supposed to make the journey to the plane without wheels anyway? Bearing in mind that the size of the "real volume" of the suitcase was below the measurements requested, and only a little of the wheels exceeded that template, what difference would the wheels make in practice when boarding and when placing the suitcase under the seat? I'm writing this email during the same flight that I'm reporting on here and I've seen several passengers with bulky backpacks that practically don't fit under the seat and that many of them have to carry standing up next to their legs, given the excessive size, and many of them with more than two suitcases with them, with practically no room for their legs properly. It's worth noting that many of these cases are passengers who I saw boarding and who I confirmed had not paid any extra fees. Now, I think it follows that the employee who forced me to pay for excess baggage on boarding (and who had already decided this before even checking its dimensions) simply because it had wheels and aesthetically resembled a cabin bag that is not included in the lowest flight fare. This choice is due to the great improvement in the days when I travel frequently - and, in fact, for health reasons - as I have found a more comfortable suitcase that avoids carrying the weight of my few clothes and my work computer and tablet on my back. After this unprofessional service (since different rules apply to different passengers) and this abusive charge, the employee puts the hold baggage tag on my small suitcase. When I mentioned that I had a computer and work equipment in my suitcase and that I didn't feel safe sending it to the hold and the shocks I would certainly suffer, she said that I could take the equipment out and carry it in my hand. So I have another question: is it more beneficial to carry 1 computer, 1 tablet, 1 wallet, 1 jacket, 1 phone and 1 handbag in my hands, loose, and have an extremely uncomfortable journey because I have to spend the whole flight clutching all the separate objects, or to be able to board with a piece of luggage in which only the wheels don't fit in the measurement mold? (As I was able to verify on the Porto-Milao trip a few days ago, it fits perfectly and with plenty of room to spare under the seat of the plane)? I would therefore appreciate it if, after carefully reading my complaint, you could make a fair moral and value judgment on this matter. With these complaints, I am requesting a refund of the 46euros I was wrongly charged, and I am waiting for your response as soon as possible. I will also continue to complain by all other means available, and if your response is not favorable I will file a claim against the company, which repeatedly fails to increase the average price of flights, fails to follow the principles of quality on its flights, reduces conditions and comfort during flights and applies rules, conditions and extra payments as time goes by. Here are some photos of the luggage I was forced to pay for, the payment slip, and some cases of backpacks on my flight that were not charged extra. I await a response to this case
- Bergamo-Lisbon
- Economy
- Loss: β¬46
- Desired solution
Carolina D
Verified | Sep 12, 2024Bergamo-Lisbon
Economy
abusive and unfair charging of cabin baggage by my airline
I hereby submit a complaint regarding the undue, abusive and unfair charging of cabin baggage by my airline. This complaint concerns what happened on flight FR820, on July 14, 2024, from Milan (Bergamo) to Lisbon scheduled for 10:35 am. I was accompanied by a small, compact piece of luggage, as expected, given that I only purchased a flight with small luggage under the seat of the plane. With a queue of people in the "non-priority" category, I saw people with backpacks of the most varied sizes and configurations, including passengers with more than 1 piece of luggage, who were charged absolutely nothing for extra dimensions or excess luggage. These included quite large backpacks, many of which were quite tall, and which would never, under any circumstances, fit into the standard sizes accepted at the boarding gate. As I approached the entrance, the employee told me that I would have to pay extra for my suitcase, an XS trolley with, as already mentioned, very small dimensions, without even asking me to check the dimension in the sizing box. Now, when I politely refuted and questioned this very immediate request and, given the luggage I had just seen advancing in front of me, without any notice whatsoever, the employee then asked me that if I wanted to, I could try putting my luggage in the mold. Well, the measurements of the suitcase itself were less than square, but as it was a trolley, part of the wheels (a non-flexible element) protruded a few centimeters from the mold and it didn't fit exactly into the compartment. When confronted with this fact, the employee said that if the wheels were removable, the suitcase could pass through without any problem or extra payment. As they weren't, I'd have to pay the amount she said from the start (I remember, even before she asked me to check the size on the mold). So I'd like to ask your company a question: if the wheels were removable, was I supposed to make the journey to the plane without wheels anyway? Bearing in mind that the size of the "real volume" of the suitcase was below the measurements requested, and only a little of the wheels exceeded that template, what difference would the wheels make in practice when boarding and when placing the suitcase under the seat? I'm writing this email during the same flight that I'm reporting on here and I've seen several passengers with bulky backpacks that practically don't fit under the seat and that many of them have to carry standing up next to their legs, given the excessive size, and many of them with more than two suitcases with them, with practically no room for their legs properly. It's worth noting that many of these cases are passengers who I saw boarding and who I confirmed had not paid any extra fees. Now, I think it follows that the employee who forced me to pay for excess baggage on boarding (and who had already decided this before even checking its dimensions) simply because it had wheels and aesthetically resembled a cabin bag that is not included in the lowest flight fare. This choice is due to the great improvement in the days when I travel frequently - and, in fact, for health reasons - as I have found a more comfortable suitcase that avoids carrying the weight of my few clothes and my work computer and tablet on my back. After this unprofessional service (since different rules apply to different passengers) and this abusive charge, the employee puts the hold baggage tag on my small suitcase. When I mentioned that I had a computer and work equipment in my suitcase and that I didn't feel safe sending it to the hold and the shocks I would certainly suffer, she said that I could take the equipment out and carry it in my hand. So I have another question: is it more beneficial to carry 1 computer, 1 tablet, 1 wallet, 1 jacket, 1 phone and 1 handbag in my hands, loose, and have an extremely uncomfortable journey because I have to spend the whole flight clutching all the separate objects, or to be able to board with a piece of luggage in which only the wheels don't fit in the measurement mold? (As I was able to verify on the Porto-Milao trip a few days ago, it fits perfectly and with plenty of room to spare under the seat of the plane)? I would therefore appreciate it if, after carefully reading my complaint, you could make a fair moral and value judgment on this matter. With these complaints, I am requesting a refund of the 46euros I was wrongly charged, and I am waiting for your response as soon as possible. I will also continue to complain by all other means available, and if your response is not favorable I will file a claim against the company, which repeatedly fails to increase the average price of flights, fails to follow the principles of quality on its flights, reduces conditions and comfort during flights and applies rules, conditions and extra payments as time goes by. Here are some photos of the luggage I was forced to pay for, the payment slip, and some cases of backpacks on my flight that were not charged extra. I await a response to this case
- Bergamo-Lisbon
- Economy
Joseph B
Verified | Sep 12, 2024Liverpool-Mayo
Economy
the young man that checked me in at liverpool did not put a
he did not put a label on the handle of the suit case.As a result my case was sent to Alicante instead of Knock airport.I finally got my case back 56 hours later, causing me great stress as my medication was in the case.- Liverpool-Mayo
- Economy
- Desired solution
Sydney W
Verified | Sep 12, 2024Alicante-East Midlands
Economy
NUT ALLERGY - Alicante to east mids
Upon boarding my flight from Alicante to East Midlands Airport, we experienced a 30 minute delay to board the plane. The plane had just arrived and we Queued as inbound passengers departed. When we sat down, it was announced that there was a severe nut allergy on board and that no nuts will be served during the flight. The allocated seats were dirty with food from the previous flight, we turned a blind eye to this as we was happy to be going home. As I fasten my seatbelt, I noticed a nut on the footwell of my seat. Luckily, it wasnβt myself that had the nut allergy on board, but I was absolutely horrified due to knowing an allergy was on board. I informed the staff on board In which they handed me a napkin to pick it up. Asking me βitβs not you with the allergy is it?β. That was clearly no checks done on the plane before we boarded. Very concerning!
- Alicante-East Midlands
- Economy
- Desired solution
Khrystyna B
Verified | Sep 12, 2024Palma de Mallorca-Malaga
Economy
Weather conditions
I have arrived to the airport on September 4th, 2024, at 11 am approximately, few hours prior to scheduled boarding. Since check-in has been done online, I have been waiting my fly and the information regarding it into terminal C (which was previously announced on the info-table screen). By the time of our fly no additionally info appeared in the screen only that the fly is delayed. No one from Ryanair representatives has contacted me with the information about the delay and reasons why. In few hours I received email about fly delay for 2 hours and about voucher that can be used for purchasing food. after that for 10 more hours no additional information received, prior the time 1:30 am in the morning when we had our fly. It took me lots of nervous, money for food and drinks and time lost waiting for the fly. Vary disappointed- Palma de Mallorca-Malaga
- Economy
Laith A
Verified | Sep 12, 2024Glasgow-Bergamo
Economy
Was not allowed to board due to my passport allegedly being in poor condition. Was told to leave the airport didnβt even try to compensate me
- Glasgow-Bergamo
- Economy
Jelena J
Verified | Sep 12, 2024Naples-Kaunas
Economy
Dear Customer Relations, I am writing to request compensation for the delayed flight FR1333 from Italy Naples(NAP) to Lithuania Kaunas (KUN) on the 03-09-2024, Booking reference YSK8XH. My original departure time was scheduled for 11:40, but the actual departure time was 15:30. This delay exceeds more than three hours. Due to flight delays, I missed the bus from Kaunas to Riga that was scheduled and had to buy bus tickets again. According to Regulation (EC) No 261/2004 of the European Parliament and the Council, I am entitled to compensation for this delay as there were no extraordinary circumstances justifying the delay. As detailed in your notice on passenger rights: 1. The flight was departing from an airport in the EU, making the regulation applicable. 2. I had a confirmed reservation and was present for check-in well before the published departure time. 3. The delay was not due to extraordinary circumstances such as weather conditions or strikes. Based on the judgment in cases C-402/07 and C-432/07, our delay can be treated as a cancellation. Additionally, the court decision in case C-28/20 confirms that even a pilot strike obliges the airline to pay compensation. Therefore, this delay warrants compensation under Regulation (EC) No 261/2004. As per the regulation, the compensation for a flight delay over three hours is as follows: - EUR 250 for flights of 1500 km or less - EUR 400 for flights within the EU of more than 1500 km - EUR 600 for flights beyond 3500 km Our flight distance falls under the second category (more than 1500 km but within the EU), entitling me to EUR 400 in compensation. Please process this compensation for all passengers under my reservation. Kindly transfer the amount to the following bank account: Jelena Caiko A/s Swedbank BIC - HABA LV22 LV39HABA0551013005172 Thank you for your prompt attention to this matter. I look forward to your confirmation and the timely processing of the compensation. Regards, Jelena Caiko Dr.sc.ing.,prof. mob:+37122046003 E-mail: jelena.caiko@gmail.com
- Naples-Kaunas
- Economy
Katie M
Verified | Sep 12, 2024Dubrovnik-Dublin
Economy
Weather conditions
We got to the airport at 3am the board showed the flight was scheduled for 13:35pm and not 06:00am. No one there to ask what this means. App didnβt update till hours later. When we got on the flight at 13:35 it didnβt actually leave the ground till after 15:00 which was over a 9 hour delay.- Dubrovnik-Dublin
- Economy
Nicolas F
Verified | Sep 12, 2024Nimes-London
Economy
Claim escalated to airline
Technical problems
The airline refunded me the ticket in full only. I had to find an alternative route by myself, an accommodation, food etc,,,- Nimes-London
- Economy
- Claim escalated to airline
Alicia F
Verified | Sep 11, 2024London-Ibiza
Economy
Checkin via app failed but we had to pay for in-person check
When checking in via app night prior the app froze when choosing seats. We closed and reopened app this time seemed like success, except not because on arrival at airport revealed it was return checkin not outbound ie the app assumed we had done the outbound due to it glitching. So we were forced to pay Β£110 for the 2 of us to checkin in person. On top of that staff Kieron and Weronila Lebioda who dealt with us were obstructive, dismissive and disrespectful failing to answer my questions.
- London-Ibiza
- Economy
- Loss: β¬110
- Desired solution
Nariman Rashid D
Verified | Sep 11, 2024Bergamo-Malaga
Economy
Technical problems
**Subject:** Complaint Regarding Flight Cancellation/Lost - FR3398 on 25/08/2024 **To Whom It May Concern,** I am writing to formally lodge a complaint regarding a missed flight caused by the actions (or inaction) of a desk officer at Bergamo/Milan Airport on 25/08/2024 Details of the Incident: - Flight Number: FR3398 - Date of Scheduled Departure: 25/08/2024 - Booking Reference Number: Booking Reference Number: NJDLQI - Passengersβ Names: NARIMAN RASHID DAOUD Pass No. 169532563 YASSIN SALMAN Pass No. 31825179 On the above-mentioned date, my husband and I arrived at the airport well in advance of my scheduled flight. However, due to an error or negligence by the desk officer, we were unable to board my flight. The specifics of the incident are as follows: β’ Due the officerβs lack thereof, we were told that we hold an extra weight that we were charged for and were about to pay by cash, but she insisted that we have to download the app of the air company and pay thorough I have to mention that we previosuly checked in online. The moment we approached the desk once again we were told theflight is full board and we will be able to take off , although this action has happened due to an information provided by the officer herlself, It is signifcant to mention that this incidence happened a couple of passengers. So basically despite arriving on time, the officer failed to process my check-in until it was too late for me to board the flight and we had to pay ourselves for a new flight and we have not got any compensation. As a result of this error, I experienced significant inconvenience and financial loss, it had affected all our plans including and not limited to hotel reservations, car rental timing, group tour guiding in the hosting country and not to forget we were mentally overwhelmed over the injustice that occured due to an unprofessional officerβs action In light of this situation, I am requesting the following: β’ Full Refund/Reimbursement: I request a full refund of my ticket price. β’ Compensation for Additional Expenses: I request reimbursement for any expenses incurred due to this situation, including [list expenses such as hotel stays, meals, alternative transportation, etc.]. β’ Compensation for Inconvenience: As per the relevant regulations and airline policies, I request compensation for the inconvenience caused by missing this flight. Supporting Documents: I have attached the following documents to support my complaint: β’ A copy of my booking confirmation. β’ Any receipts for additional expenses incurred. β’ Any evidence of the officerβs error, such as photos, names, or statements from witnesses if available. I expect a prompt resolution of this matter and would appreciate a response within [specify a reasonable timeframe, e.g., 14 days]. Thank you for your attention- Bergamo-Malaga
- Economy
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