Ryanair complaints: comments, page 40

Steve A

Verified | Aug 23, 2024

Manchester-Chania

Economy

UNABLE TO CHANGE RYANAIR FLIGHT TO FLIGHT IN FUTURE

The letter below was sent to Ryanair's Head Office in Swords, Dublin. It was received and signed for on the 15th August 2024. No reply has or acknowledgement has been received. The letter is as follows: To whom it may concern, I have a serious problem with a return flight and none of your on-line help facilities have proved capable of dealing with or understanding the situation. The solutions they offer don’t work and are not solutions to the problem I have described! As succinctly as possible, the issue is described below. FLIGHT BOOKING BWGV5U - FLIGHTS FR2821 AND FR2822 MANCHESTER/CHANIA, CHANIA/MANCHESTER My partner and I have flights booked from Manchester to Chania (FR2821) on the 18th September 2024 and Chania to Manchester on the 30th September 2024 (FR2822). The booking reference is BWGV5U. In total we have paid £531.32. My partner’s son is currently experiencing what are described as long-term mental health and addiction issues. Because of this we already know that it will be impossible for us to use the above stated flights and our desire is to move them to 2025. We are very happy to pay the flight change fee in doing this, but unfortunately the latest Manchester-Crete flights you are advertising are for October 2024. The same applies for flights to Chania from Leeds/Bradford and East Midlands - airports we are also prepared to use. If it remains the case that no Ryanair flights are shown beyond October 2024 (for various departure airports) and we arrive at the 18th September 2024 it logically follows that we are likely to lose all £531.32 through no fault of our own. This is clearly unfair. How do you suggest we resolve this problem? Could you please cancel the flights and issue vouchers for us to use with Ryanair in the future. This would appear to be an equitable solution. We are more than happy to have vouchers, pay a flight change fee, and use them on a future Ryanair flight. Whilst we are not specifically asking for a refund that would however be acceptable to us. I do hope you are able to treat understand our dilemma a treat us sympathetically. To repeat, We ARE NOT specifically asking for a refund - vouchers for us to use in 2025 when your flights are made available is a perfectly acceptable and fair solution. As things stand at the moment, through no fault of our own WE ARE NOT ABLE TO TRANSFER FLIGHTS TO A FUTURE DATE. IT IS NOT A PROBLEM OF OUR MAKING. Many thanks Steve Angold

Manchester-Chania
Economy

Desired solution

Refund

Apology / Voucher

Other

Natali M

Verified | Aug 23, 2024

Sofia-Cologne

Economy

Don't remember

The flight was supposed to arrive at 23:05 on the 15th of August in Cologne, Germany. My friends were supposed to pick me up so that i can make it on time for the reception desk of the hotel. However, because the flight arrived around 4:00 local time, it was not possible for them to wait for me that long. I had to take a cab to the hotel i was supposed to stay, which costed me 55 euros. Then, when i arrived at the hotel i was supposed to stay, the reception was closed and the hotel locked, so i had to go to another hotel and pay extra 84 euros for the night. Then on the next day i moved back to the initial hotel because i had prepaid for four nights.

Sofia-Cologne
Economy

Nolan F

Verified | Aug 23, 2024

Rome-Vienna

Economy

Technical problems

I tried to make a claim on their website, and it simply doesn’t even even let me make one, claiming that this flight was never delayed. When in fact, I have tons of proof that it was delayed. I had a 9:50 AM flight, I received a message that the flight was delayed until that evening. I called the airline and they hung up on me. After six phone calls they finally moved me to a flight at 12:40 PM the next day as they said the evening flight they were going to place me on may or may not takeoff. It also should be noted, but there were three other flights leaving to Vienna that day that they chose not to put me on. I thought they were legally required to put me on the next available flight yet they did not offer me any of these options. The screenshots are all the proof you need. One says technical delays then they said something about weather. This is the worst airline in the world.

Rome-Vienna
Economy

Irem C

Verified | Aug 23, 2024

Lisbon-Schonefeld

Economy

I wanted do a connection in dublin airport. As a turkish national I do not need a transit visa for Ireland and Dublin Airport allows passengers to connect without entering Ireland. I have a german residence permit and I am allowed to enter Germany. Both my flights was with Ryanair and they had a proof that this was a connecting flight but they denied my boarding even though I do not need a transit visa as turkish national. After that I had to buy a ticket with costs over 500 euros, I did not get compensated or transferred to another flight by ryan air.

Lisbon-Schonefeld
Economy

Alexandra P

Verified | Aug 23, 2024

Birmingham-Palma de Mallorca

Economy

We arrived at the airport 3 hours before our flight, at about 4.30pm on Sunday 18th August. I am an EU citizen (French passport) and my husband who is a non EU citizen (Sri Lankan passport) is allowed the same right as me as my spouse, including travelling to the EU without Schengen visa. We were denied boarding and both Swissport and Ryanair have ignored Directive 2004/38/EC of the European Parliament and of the Council allowing my husband and I to enter an EU country when presenting our marriage certificate, claiming we were not allowed after Brexit. I have explained that we travel multiple times a year to other EU countries and this, after Brexit (France, Belgium, Germany, Switzerland, Netherlands and Croatia), including a trip to France in April and a trip to Croatia in August 2023, without a Schengen Visa for my husband. The very rude lady allegedly called Ryanair to confirm and also called her manager who denied boarding again. Due to this we lost about 700 pounds between my husband and I in flights, hotel cancellations and taxi journeys. They didn't care about us or the money we were losing and just abandoned us with Ryanair's phone number who also refused to help. They offered ZERO support.

Birmingham-Palma de Mallorca
Economy

Sadaf F

Verified | Aug 23, 2024

Charleroi-Thessaloniki

Economy

Here's a revised version of your message: --- I was charged 60€ for a hat, a small bag, and a bottle. The airline representative told me that if I didn't pay the 60€, I would miss my flight. I find this extremely unfair, especially since my luggage was already on the plane. It doesn't seem right to charge such an excessive fee for these small items and then threaten to prevent me from boarding.

Charleroi-Thessaloniki
Economy

Katarina H

Verified | Aug 22, 2024

Prague-Manchester

Economy

Non experienced service from Ryanair

I have issues with the different names in passport with bordding pass. I pass the security and I showed them I got wrong name in my boarding pass and security man said no problem you can go. So I went with my family when we ready to go flying we showed our boarding pass with passport and they stopped us and she said you guys can’t fly with wrong name so I said okay only one person can’t fly because wrong name with passport and boarding pass we all 5 passengers. I booked new tickets for my wife and tell her you come next flight. So I went with my children to showed our passport and boarding pass to fly. The Ryanair custom refused us and they didn’t not check our passport and boarding pass and she was so angry and confused and she was so racist with us and she didn’t even speak English. So I don’t know why they didn’t check our remaining passport and boarding pass

Prague-Manchester
Economy

Saima F

Verified | Aug 22, 2024

London-Dublin

Economy

Rude member of staff

I am writing to make a formal complaint about the extra charges of £120 BPS merely for a very small women hand purse. The lady staff Julia was so rude rather disrespectful on this leaving me distressed and embarrassed in front of my young children and other fellow passengers. Julia told me to throw our hand purse in the bin if I didn't pay the extra amount also threatened me to deny boarding. I must tell you that I have a medical condition particularly the anxiety issues which was abruptly triggered by your staff Julia. I am a regular customer if Ryanair but got very disappointed and upset by your staff unacceptable rude behaviour. Can you please look into this and compensate me accordingly. Regards,

London-Dublin
Economy

Loss: €140
Desired solution

Refund

Aleksandra O

Verified | Aug 22, 2024

Wroclaw-Leeds

Economy

Bad customer service at the airport

Please see attached chat info I complain about an appalling customer service at the airport in Wroclaw. Rude and picky stuff who forced us to pay for extra hand luggage, disallowed out food bag with doughnuts and rolls and qualified my fabric shoulder bag with passports as separate baggage. See chat file for details. We ask for a refund as our these bags were accepted at other airports such as Leeds and Girona. Why should it be different in Wroclaw?

Wroclaw-Leeds
Economy

Loss: €70
Desired solution

Refund

Katie S

Verified | Aug 22, 2024

Venice-London

Economy

No reason given

Applied for compensation directly from Ryanair on 23/07 - no response so far. The flight was initially delayed by 2 hours 50 mins. We were then sent to the gate, where the flight was cancelled. No one from Ryanair was there to speak to and no guidance was offered. All of the other flights were sold out until Monday. No accommodation was offered, so we were scrambling to find a last minute room at approx 9:30pm. Venice is a very expensive place to be stuck - we booked the cheapest accommodation we could find. The parking at Stansted also needed to be extended - at great expense. We would never have parked there if we knew we were going to be stranded for an extra 2/3 days. We also had to use additional holiday allocation at work (one day each) and then there were the obvious food and drink costs on top.

Venice-London
Economy

Attracta L

Verified | Aug 22, 2024

Dublin-Barcelona

Economy

Ryanair Customer Service Department, PO Box 11451 Swords, Co Dublin Ireland Wednesday 24 July 2024 Ref: Attracta & Declan Lydon Knock South Cross Cong Co Mayo Flight No: FR6875 From Dublin to Barcelona on the 4th of July 2024 Reservation No: LKSK2M To whom it concerns, I am writing to you to make a serious complaint in relation to be being denied access to board the above flight. The sequence of events that occurred: We checked in our luggage at the airport with a Ryanair Representative We checked in 2 x 20KG bags which were overweight and we paid €99 for the excess weight. (Not an issue as we had expected this) We also had a 10kg bag which I had added to my booking online prior to arriving to the airport which cost €26.99. On check in I asked the lady Ryanair Rep if I could take the 10kg bag onto the plane and if so did I need any further documentation or tag or label for the bag, this I asked her 3 times and she said very clearly “ No”. Our plane was delayed approximately 2 hours but that wasn’t an issue as these things happen and we were continually informed about the delays etc. When the gates opened we proceeded to the gates we were asked to pay €70 for the 10KG, I explained we already paid for and showed the receipt to the Ryanair Attendant he said you have to pay €70 for this bag or you will not be able to bring it on the plane. He persisted that unless we paid another paid another €70 we either leave the bag behind or we cannot get on the plane. We continued to ask him why do we need to pay for the bag when it was already paid for and I explained that the girl who checked us in told us we could bring it with us on the plane I also explained that my husband’s medication was in the bag and we couldn’t leave it behind. He then called us to one side and looked up the system he was able to see the history of payments, I told him we were told we could bring the 10kg bag onto the plane with no issue by the lady on check-In, his reply to this is “you are telling me LIES” I simply said to him I do not tell lies but he continued to ignore and left us standing there. We didn’t know what was happening and then when everyone had gone he closed the door and he then proceeded to take our checked in bags off the plane. When we realized that there was no reasoning with him we then agreed to pay the €70, but he said “too late” and he laughed at us. This was totally unnecessary and unexpected, we were basically denied access to the plane and left stranded through no fault of our own. At this point we didn’t know what to do, we were advised to go to the Ryanair desk on the first floor area 8 they asked what our issue was and were astonished to hear what had happened. They then directed us to the managers desk near the check in area. The manager was called we had to then explain that we were declined entry to the plane unless that we paid €70 for the 10kg bag. I told her that I was told by the lady at check-in that I could bring the 10kg onto the plane with no issue. The manager at the helpdesk said that the lady at check in was only new and in training. So therefore hadn’t the authority to okay the bag being brought onto the plane! This then led to the sequence of events that left us stranded in Dublin Airport with no other available flights until the next morning. We cannot understand how someone can be let work at the check in desk with insufficient knowledge and training of the job and we understand that she was new to the job but she should have been supervised. The Manager then contacted the people at the gate to get there version and then she came back with another accusation, this time it was said that my husband had made an abusive racist comment about one of the girls at the gate. This was totally to the astonishment and horror of both myself and my husband & totally untrue. My husband explained that he would never say this we have four daughters and have over 100 employees of all nationalities/races we know how to deal with people. This was worse than being refused off the plane. At this point my husband was extremely upset and requested that the guards be called, get the CCTV footage and or any other voice recordings etc. if available. The Ryanair Manager said she would go to get advice. Prior to this she had looked up at getting us the next available flights and was charging us €500 per person but now she could get us the flights for €100 each and there would be no further charge for overweight baggage. We agreed to pay for the flights as I was extremely upset and we left the airport. At this point we had no place to stay so we got a taxi and checked into the nearest hotel the Radisson. These are the first names of the staff involved Geroge, Denica, Rupa which we obtained from the Manager. To summarise our complaint: We were checked in by someone who wasn’t sufficiently trained or supervised to do the job We were then accused of telling lies at the gate We were denied access to a plane through no fault of our own We were then accused of making racist comments Our holiday was ruined from the onset We endured unnecessary costs as set out below Costs Associated with this experience: Our hotel in Barcelona Soffitel Hotels and Resorts where we missed out first night stay €555 Our hotel in Dublin for the 4th of July Radisson Blu Hotel €250 Our flights to Barcelona on the 5th of July €200 Our Taxi to the hotel in Dublin on the 4th of July €15 Our Taxi to the Airport on the 5th of July €15 Total Costs - €1035. Nothing can compensate us for the trauma this whole incident has caused us, we are extremely upset by it all we have flown on several occasions with Ryanair and want to continue to do so. I would expect an apology for the trauma we have gone through and a refund of all expenses incurred as we do not wish to take it any further. Regards, Attracta & Declan Lydon 087 6688896

Dublin-Barcelona
Economy

Tiago S

Verified | Aug 22, 2024

Schonefeld-Lisbon

Economy

Only the lady made pressure and got dissoriented because of this even tought the flight went well and i didn't actually paid nothing the airline only made a made up escuse and didn't said anything

Schonefeld-Lisbon
Economy

Sally W

Verified | Aug 22, 2024

London-Preveza

Economy

Dear sir We had an unfortunate experience on 14 July 2024. We were due to fly from Stansted to Preveza on flight FR 2902 operated by Ryanair. We were a party of 8 people including 3 children. The flight was due to take off at 06.30. We took the precaution of booking a hotel the previous night on the airport site as we didn’t want to be late. We got up at 3.30 am. We arrived in the departure hall to find that the baggage labelling machines had temporarily stopped working and that there was a large queue. We then found that the 5 Australians in our party had to queue in another line to get their boarding passes as these couldn’t be pre booked. This queue moved incredibly slowly and by the time that they had received their boarding passes, the security hall was absolutely packed. We then were then waved into a queue that had only one security line working as the other was closed. This queue again moved incredibly slowly and when we were through, we all ran to the gate which had just closed. We sat and watched our bags being taken off the plane. We then rang our agent who eventually managed to get us 8 tickets to Preveza with another airline from Gatwick. This involved a long taxi ride from Stansted to Gatwick and a long wait at the airport and a very late arrival in Preveza.. We feel that we arrived in the airport in plenty of time and we’re held up by unnecessary delays by Ryanair and then Stansted security. We had to buy 8 new airline tickets ant a cost of £600 and a taxi ride to Gatwick costing £270. We are seeking reimbursement of these costs plus an additional amount for the great deal of anxiety and stress caused. We feel that at the very least that we are due some financial compensation for our extra expenses and stress and look forward to hearing from you.

London-Preveza
Economy

Owen G

Verified | Aug 22, 2024

Barcelona-Edinburgh

Economy

Unknown

I arrived at my destination on 17.08.2024 after being helped by customer service. The airline only told us there was air traffic control issues and weather warnings (I looked and could not find any weather warnings) Then they told us a plane was on its way to us and would arrive my 23:35 which did not happen and then one landed around 1:20am but we were left standing for around 50 minutes to an hour until someone asked what was happening. At this point a crew member told us the flight crew had gone home but did not confirm if it was cancelled yet. After another 20 minutes or so we were told it was cancelled and given a letter to claim compensation. We were told to head to the office if we needed accommodation but fortunately I was staying with my partner so I was headed back there. After already being on the bus back to my partners house I was then emailed to say it had not been cancelled but just delayed to 5:45am. I am an autistic individual and this caused me severe stress and anxiety due to multiple delays (one wasn't even mentioned in emails or the ryanair app it was only on the board at the airport so we were told we would leave at 00:20 which of course didn't happen) and I had to manage a meltdown on my own in the airport several times. The way this was handled was appalling. I was in the airport for 7.5 hours as I had arrived at 19:00 to get through security for my original 21:00 flight. I missed 2 days of work and had to take 2 days unpaid leave which will come out of my salary. All I received was a €4 voucher attached to my boarding pass which didn't even work so I had to pay for a drink that was €3.65 out of my own pocket.

Barcelona-Edinburgh
Economy

Mariamu S

Verified | Aug 22, 2024

Barcelona-London

Economy

Delayed baggage, extra charged

I had a flight the 11th of August from London (STN) to Girona, prior to that I contacted Ryanair regarding travel with teens. I struggled to link my teen's ticket to mine and contacted Ryanair for help and guidance. I was told by an employee that instead of him helping me link it through the phone call I was able to do it at the airport free of charge on the day. When I got there I had to pay £50 to link them and I was told by another Ryanair employee at the airport that they could have helped me do it while on the phone call free of charge. I was misled by a Ryanair employee and that resulted in me paying an additional £50 which should have never happened. Whereas this time while returning back and getting the right information I was able to travel with my teen without any additional charges. I do not understand how it is fair to charge extra when it was one of your employees' mistakes that took us to that direction. A refund should be done to redress the error. In addition, while returning back (21/08/2024) I asked a staff member if it was possible to put my camera tripod inside my check-in bag in Barcelona and was told to give my tag number and directed to desk 70 where I would be able to put it. When I got there I presented my passport and explained it to them. They said they were told I left my passport inside which did not make sense as I had handed it to both staff members upon my arrival and that was never mentioned. They refused to let me put my tripod inside and I was left with no option but to go to the security checking area to board my flight. They did not realise I speak fluent English and Spanish and the lady at desk 70 said 'joder' when I explained the tripod situation and kept saying that I just wanted to put my umbrella to her colleagues. Once again, two different employees with different information. CCTV will show me pointing at the tripod and handing my passport plus the two other passengers that travelled with me are able to testify this. Upon my arrival to London (STN) my luggage never arrived. I waited for quite some time with no luck and was told to go home and they would contact me when they found out what was going on. I had no choice but to leave the airport without my luggage. At 19.17pm I received a phone call from the airport saying that I requested my luggage to be returned because I left my passport inside. Which again is definitely not true and CCTV verifies this. I was told that I had to go back to the airport and pick it up myself or they would deliver it to my address and I would have to pay all the travel expenses. There is food in the luggage and if I do not get it as early as today it will spoil. I never said that I left my passport nor did I ask for it to be returned, this untrue information was said by the employee at desk 43. I do hope we get in touch soon and resolve this matter as soon as possible regarding my luggage, a refund and compensation. This is unacceptable, very unprofessional and after years travelling with your company with no issues whatsoever I am very disappointed and dissatisfied. There were issues on both flights and both were at employees fault and unprofessionalism. I am emotionally and physically drained.

Barcelona-London
Economy

Loss: €550
Desired solution

Refund

Expenses reimbursement

Other

Tiago S

Verified | Aug 22, 2024

Schonefeld-Lisbon

Economy

Paying extra luggage - Berlin

On August 20, 2024, before boarding flight FR1142 from Berlin to Lisbon, which departed at 06:10, I experienced extremely inappropriate treatment from a Ryanair staff member at Berlin-Brandenburg Airport. During the boarding process, a staff member—who was polite and courteous but extremely persistent—attempted to charge me an additional 60 euros, claiming my carry-on luggage was oversized. It’s important to note that this was the exact same bag I used on my outbound flight FR1143 from Lisbon to Berlin on August 14, 2024, at 05:55, without any issues. Despite my efforts to comply, including removing some items such as flip-flops, the staff member refused to re-check the bag’s size using the measuring device, insisting the problem was related to the "weight of the flight." Yet, after making this claim, she allowed me to board the flight, which proceeded without any issues whatsoever. The flight and the journey were perfectly fine—proving that her initial concerns were unfounded. It became clear that the staff member’s primary objective wasn’t to enforce baggage regulations but rather to extract an additional 60 euros. After multiple failed attempts to pay with three different cards, including one belonging to a friend, she finally allowed me to board without the charge when she saw how visibly distressed I was—almost on the verge of tears. While the staff member remained polite, this was a highly traumatic experience that has severely undermined my trust in Ryanair. This incident warrants serious attention, and I believe Ryanair should investigate it thoroughly and take appropriate action to prevent such occurrences in the future. Tiago Alexandre Marques dos Santos Flight Number: FR1142 (Berlin-Lisbon, 20/08/2024, 06:10) Outbound Flight: FR1143 (Lisbon-Berlin, 14/08/2024, 05:55) Departure Airport: Berlin-Brandenburg Arrival Airport: Lisbon

Schonefeld-Lisbon
Economy

Luca O

Verified | Aug 22, 2024

Rome-Bari

Economy

No reason given

reponse companie aerienne : We refer to your correspondence dated 15 agosto 2024. Following a review of your claim, we regret to advise that no liability to compensation arises under the EU261 regulation, as your flight was delayed due to restrictions of the airspace imposed by air traffic control services, outside of the control of Ryanair. and our position remains final. If you are unhappy with our decision, you can take your complaint to your local Alternative Dispute Resolution (ADR) body, details of which can be found in the help centre on our website. To submit a claim for expenses due to the disruption of your flight please do not reply to this email, click click here to submit your claim and choose the option ‘Expenses’.

Rome-Bari
Economy

Matteo O

Verified | Aug 22, 2024

Rome-Bari

Economy

No reason given

reponse compagny aerienne: We refer to your correspondence dated 15 agosto 2024. Following a review of your claim, we regret to advise that no liability to compensation arises under the EU261 regulation, as your flight was delayed due to restrictions of the airspace imposed by air traffic control services, outside of the control of Ryanair. and our position remains final. If you are unhappy with our decision, you can take your complaint to your local Alternative Dispute Resolution (ADR) body, details of which can be found in the help centre on our website. To submit a claim for expenses due to the disruption of your flight please do not reply to this email, click click here to submit your claim and choose the option ‘Expenses’.

Rome-Bari
Economy

Aurelie A

Verified | Aug 22, 2024

Rome-Bari

Economy

No reason given

reponse de la compagnie aerienne: We refer to your correspondence dated 15 agosto 2024. Following a review of your claim, we regret to advise that no liability to compensation arises under the EU261 regulation, as your flight was delayed due to restrictions of the airspace imposed by air traffic control services, outside of the control of Ryanair. and our position remains final. If you are unhappy with our decision, you can take your complaint to your local Alternative Dispute Resolution (ADR) body, details of which can be found in the help centre on our website. To submit a claim for expenses due to the disruption of your flight please do not reply to this email, click click here to submit your claim and choose the option ‘Expenses’

Rome-Bari
Economy

Giuseppe O

Verified | Aug 22, 2024

Rome-Bari

Economy

Problems at airport

Rome-Bari
Economy

Clyde A

Verified | Aug 22, 2024

Athens-Thira

Economy

Not allowed to pass gate at Athens Airport

I am writing to express my disappointment with the experience we had on August 14th during our day trip from Athens to Santorini. The flight was at 05:45, and we arrived at the airport over an hour before. However, we reached the gate just as it was closing. Unfortunately, we were late because the app didn’t announce the gate number in time, possibly due to poor network connectivity or a glitch in the app. My mother was feeling unwell. She is a single mother caring for my sister, who has a severe disability, and this trip was supposed to be a rare chance for her to relax. Despite the plane still being there, the staff refused to let us board. If they had let us pass, we could have reached the plane. We saw others being allowed to board other flights even after the gate closed, which made us feel unfairly treated. We asked for help, but no one assisted us, leaving us confused and distressed. The rest of our holiday was ruined, and we returned home feeling deeply disappointed. The slogan "Low Fares, Great Care," didn’t hold true for us. The staff at the gate were unhelpful and unfriendly, which only added to our distress. This experience left a lasting negative impact on us, especially on my mother. I am in tears just thinking about it because I cannot bear it. I hope Ryanair will take this feedback seriously and work on improving your customer service.

Athens-Thira
Economy

Loss: €555
Desired solution

Antony Stany S

Verified | Aug 21, 2024

East Midlands-Dublin

Economy

Cabin bag not allowed

Dear sir/madam My name is Antony Stany Sequeira travelled from East midland Airport to Dublin my flight number is FR 537 Booking reference is KQ8LMN dated 15th August 2024 Departure time at 6:30 am. Just before boarding one of your staff ask me to check the size of the cabin bag. I did according to his request .My bag did fit in the measurement just the wheel was a little bit outside. He said I had to pay 75 pounds. He took me straight away to the paying area. He didn't even allow me to say anything . He was so rude and impatient. I told the other staff that we flew with the same bag last year and there was no problem. Even when we flew back from Dublin on 19th of August 06:00 flight and we didn't have the problem of paying extra . That person was very rude and he said me and my family if not paying you can't travel. While we paying the money I requested other person can you please check again my bag is fitting in the measurement area. He very polite and listen my request and came with me i insert my cabin bag in the measurement area. I ask him what is wrong with bag size. He said I cant do anything he said too big. Then I took the picture of bag with measurement area. Really, we are very upsent my all family was in tension not only paying extra 75 pounds about staff behaviour. My holiday was ruined because of this problem and this is the worst experience in my life. His behaviour really upset me. This partiality should not be here, they should either let the bag go or not. I don't understand why last time the bag was allowed and this time it wasn't. This really made me angry and upset. I will not be booking this airline again. I am waiting for your favourable response. Thanks Antony Sequiera

Documents ComplaintsList.phpAntony Stany

East Midlands-Dublin
Economy

Loss: €87
Desired solution

Refund

Apology / Voucher

Jelena B

Verified | Aug 21, 2024

Zagreb-Beauvais

Economy

Unknown

They cancelled a flight and they didnt give us any explanation. Re: Compesation entitlement for cancellation of the flight (Flight: FR 8791) Dear Madam/Sir, This letter is with regard to the cancelllation of the flight with flight no FR8791 on 14.08.2024. with the reservation ZRUB7N. The flight was scheduled to depart from Zagreb, on 14.08.2024. at 20:10. However, on 14.08.2024. at 20:17 I was informed that the flight had been cancelled. At the airport, a Ryanair employee told us and they gave us a paper on which it write that we have the right to compesation in the amount of 250,00 euros per person (European Regulation(EC) No.261/2004(„the regulation“)). After a canceled flight without reason we had requested an alternate flight to the same destination as per Passenger charter or rights issued by the Ryanair company. But, you have failed to provide us with the alternat flight on the aformentioned departure date. Also, you have not offered us a single flight for the next 7 days. Than we looked for the first possible flight which is twice as expencive, in another airline. In that case, we lose 2 days of our annual vacation and everything that was planed for this 2 days in Paris. We organized 2 cars that drove us twice for nothing. We also lost 150,00 euros for bus tickets from the airport(BVA) to Paris. Unfortunately we cannot request a refund for these tickets because there is no possibility of cancallation. Considering that the place of arrival has now been changed to another airport(CDG), now we have to buy bus ticket again. After all, it's an additional cost that we didn't count on just like another plane tickets. In this way, we ask you to take into account our dissatisfaction because I (Ida Šafranić) and my friend (Jelena Božić) are two single mothers who have been working and saving money for this trip for whole year in order to enable our children to have their first flight by plane. The children were very excited about the plane flight and they took anti-nausea medicine to make the journey easier and than flight was cancelled 7 minutes after the scheduled departure which is very disappointing for all of us. In order to ease the children's disappointment, we did everything we could to find a new flight for which we had no money. We borrowed money from our parents and friends just so that the children could experience their first airplane flight in 2 days. We could not completely cancel the trip to Paris because we paid for accommodation and tickets for other activities. Due to the cancellation and further delay is sorting out situation, we have incurred a cost of 149,49 eur on account of bus ticket. A copy of the bills are attached along with this letter. The additional cost for new one-way plane tickets amounted to 1.002,38 eur. A copy of the bills are attached along with this letter. Passangers: 1. Ida Šafranić 2. Tia Šafranić 3. Nea Šafranić 4. Jelena Božić 5. Rita Božić 6. Mak Božić

Zagreb-Beauvais
Economy

Konstantinos B

Verified | Aug 21, 2024

Manchester-Chania

Economy

Manchester airport

Our flight was supposed to depart at 15.15. We finally departed at 17.30. I am not claiming for money as I know that you can claim for money only if there is a delay of more than 3 hours. I would like to make a complaint about the whole condition. We were kept in the airplane for more than 1 hour. We could just embark half an hour before the take-off. All the flight companies I have travelled with, whenever they expect a departure delay, they inform you about the new time and you can spend this extra time in the airport, not in the airplane. Imagine having 2 young children (4 and 2 years old) more than 1 hour sitting in an airplane without air-condition. I believe this is unacceptable.

Manchester-Chania
Economy

Micaela O

Verified | Aug 21, 2024

Shannon-Arrecife

Economy

Ryan air Shannon airport

I would like to to make a complaint about a staff member I was dealing with on the 12th of July 2024 Her name was Alex I’m nearly 100% sure I left that flight in tears because of this woman she was tall she had black hair I was pregnant and had bad sickness she was pushing me back to my seat as there was sick coming out of my mouth and was cursing at me saying ‘fuck sake I didn’t sign up for this’ she gave me a paper sick bag and sick was coming from the other end of the bag and she was rolling her eyes at me and telling me to get out of the bathroom and sit the fuck down the people who were attending this flight just like me were so shocked at how she spoke to me and were disgusted in her behaviour and the way she spoke to me she was the rudest person I ever came across and I’ve been flying with Ryan air for years and the way she made me feel and other around me I will never fly with Ryan air again !! She’s obviously not cut out for this kind of work if something like this made her such a horrible person and bothered her so much u would like this complaint the be lodged at this isn’t acceptable as I wouldn’t want anyone to go though this disgusting behaviour

Shannon-Arrecife
Economy

Anonymous member

Verified | Aug 21, 2024

Manchester NH-Charleroi

Economy

Rude check in staff manchester

First time using self check in bags and it was busy a large groupe was infront of me so I was waiting patiently but then noticed that people were passing me. I asked the staff that was standing infront of self checkin and drop bag for guidance on how will I know if a machine was free to use as I didn't want to jump the queue if there was a queue system. She did not acknowledge or greet me. She just looked at me like I was stupid and made me repeat myself and said what kind of question is that just walk around to find a free. I felt like i might have the wrong skin colour or wrong faith for her liking!!! Once I have find one and check and dropped my bag I told the staff that she was lacking on customer and made me feel stupid and she said my question was stupid. Explain I have never used it before and didn't know how the system work and it was her role to greet and welcome customer. She then started arguing with me and refused to give me her name when I asked her for it. I when to her team leader who too refused to give me the women name but did apologise if I was made feel that way. The women came over invading my personal space huffing and puffing pointing her finger around me. This experience made me feel frustrated and putba low atmosphere at the beginning of my travel. Naima kaddouri

Manchester NH-Charleroi
Economy

Emanuela R

Verified | Aug 21, 2024

London-Cluj-napoca

Economy

I want to complain about my priority ticket

Hi, My name is Emanuela Ripaș, passenger of Ryanair flight FR2485, London Stansted – Cluj Napoca, reference number WLU29P. I am writing to you regarding some problems encountered during this flight. First of all, I had a priority ticket, including 10kg cabin baggage, which was later charged at the airport by a member of staff named Chloe Jackson, with £75 because the baggage did not fit the accepted dimensions, finding out after other passengers were charged for the same reason, but for the sum of £60, which seems discriminatory to me. Also, the person mentioned above did not equally apply the regulation to all passengers of the flight, because three other passengers that I could observe while waiting in line were allowed to pass without checking their luggage of the same model as ours. Observing these irregularities, when I arrived at the ticket and passport controller, I brought to your colleague's attention what had happened, telling her to apply the rules equally to all passengers. Secondly, at the time of boarding, another employee who was in charge of loading luggage at the hold came to take our luggage, saying that it must be sent to the hold, with the yellow label attached, which we were not informed about. The luggage had to be taken in the cabin, being a priority ticket; We had electronics inside, for which we had no other place to store them. To sum it all up, we were not informed correctly from the beginning, paying for the priority ticket, plus another sum of £75, and then the luggage was taken for hold, which does not seem right to me. At the same time, upon landing I had the most terrifying flying experience and this has never happened to me with other companies. I was left with a panic attack for several hours. I hope that this letter will be taken seriously, we are waiting for the refund of the money for the baggage fee because we were not properly informed, nor were we allowed to take the baggage with us in the cabin. Otherwise, we will resort to other legal methods to be justified in relation to the services for which we have already paid. Below we leave attached the ticket and the receipt for the boarding charge, with the name of the mentioned staff.

London-Cluj-napoca
Economy

Loss: €88
Desired solution

Expenses reimbursement

Sebastian B

Verified | Aug 21, 2024

London-Fuerteventura

Economy

After staying on the wrong queue and wrong desk they denied help to checkin in my kids, 2 of them have special needs and have had booked the special assistance, still they did not listen and did not give any support or any choice after us missing the flight. They must have overbooked the flight and did these to my family. 3 adults checked in and 3 kids that needed to be checked in at the airport.

London-Fuerteventura
Economy

Saeed T

Verified | Aug 21, 2024

Sofia-London

Economy

No reason given

We tried to claim using their website and they told us it is due to air traffic controller and they rejected our claim. 1. *Flight Details*: Flight Number: FR2691 Date of Travel: 28th June 2024 Departure Airport: So a Airport Scheduled Departure Time: 17:50 pm Actual Departure Time: 21:40 pm Arrival Airport: London Stansted Scheduled Arrival Time: 19:05 pm Actual Arrival Time: 23:15 pm

Sofia-London
Economy

Liana Florina T

Verified | Aug 21, 2024

Bucharest-Skiathos

Economy

Successful claim

Technical problems

We wanted almost 5 hours after they got us off the plane and then change the aircraft. We left at 18,50 and arrive din Skiathos AirPort at 19,58.

Bucharest-Skiathos
Economy
Successful claim

Joanne R

Verified | Aug 21, 2024

Birmingham-Faro

Economy

We had a delay of 90 minutes and also one of the party 10k was checked and she had to pay £75 we have photographic evidence to confirm this was unfair and there was others going through with larger luggage.

Birmingham-Faro
Economy

Gail N

Verified | Aug 21, 2024

Tenerife-Edinburgh

Economy

Rude staff, nothing to drink on plane,

On my flight from Tenerife South to Edinburgh on 15th August at 7pm. When we were waiting to board the plane we were standing inside the building and behind a glass door. The temperature out side was around 30 - 35 degrees and there was no aircon, it was awful. On the flight the staff were so rude. I am Diabetic and the heating in the plane so was horrendous I was about passing out. I took fluids on the plane with me as I get extremely thirst and need to go to the toilet a lot. It was so hot on the plane that I drank all of my fluids (3 bottles) and when I asked them for something to drink they only had sparkling water, they had no juice and no still water. My husband had to ask the staff several times to turn the heating down on the plane. I was needing to go to the toilet and the seat belt light was on and they said I could not use the toilet when the light was on. For no reason other than the pilots were use the toilet were the lights on. I tried to explain to the cabin crew my circumstances and that with my condition of diabetes I could not hold it, but still refuses me to use it. The cabin crew looked like the would rather be anywhere else but there. They were all dreary, and not the usual happy and smiley that I have encountered on my other flights with Ryanair. I am very disappointed as I have never encountered anything like it on a flight before. No manners, no consideration for passengers, and not to have plenty food and fluids on the plane (which I know is not there fault).

Tenerife-Edinburgh
Economy

Mj W

Verified | Aug 21, 2024

Bergamo-London

Economy

Ryanair refused my valid UK e-visa

I am a Chinese passport holder residing in the UK with permanent leave to remain. As the UK Home Office transitions to an online e-visa system, I encountered an issue during my recent travel with Ryanair (Flight FR4188) from Milan Bergamo Airport to the UK on August 12th. At the check-in counter, I presented my e-visa and share code as the new method of verifying my UK immigration status. However, the Ryanair staff refused to issue me a boarding pass, stating that the documents were insufficient. Despite my explanation that this is the new UK system and that I had traveled to the UK without issue previously, they would not allow me to board the flight. Due to Ryanair's refusal, I had to rebook my journey, taking an overnight bus to Lyon, a train to Lille, and then the Eurostar to London. This alternative route cost me and my traveling companion over £800. I would like to seek reimbursement for the additional travel expenses incurred, as well as compensation for the inconvenience and time wasted, as I had the appropriate documents to travel to the UK as per the new e-visa system. I have attached the relevant documents, including my airline booking, receipts for the alternative transportation, and a copy of my UK immigration status and share code. Thank you for your consideration, and I look forward to your response. Best regards, MJ

Bergamo-London
Economy

Loss: €850
Desired solution

Expenses reimbursement

Ida Š

Verified | Aug 21, 2024

Zagreb-Beauvais

Economy

Unknown

Dear Madam/Sir, This letter is with regard to the cancelllation of the flight with flight no FR8791 on 14.08.2024. with the reservation ZRUB7N. The flight was scheduled to depart from Zagreb, on 14.08.2024. at 20:10. However, on 14.08.2024. at 20:17 I was informed that the flight had been cancelled. At the airport, a Ryanair employee told us and they gave us a paper on which it write that we have the right to compesation in the amount of 250,00 euros per person (European Regulation(EC) No.261/2004(„the regulation“)). After a canceled flight without reason we had requested an alternate flight to the same destination as per Passenger charter or rights issued by the Ryanair company. But, you have failed to provide us with the alternat flight on the aformentioned departure date. Also, you have not offered us a single flight for the next 7 days. Than we looked for the first possible flight which is twice as expencive, in another airline. In that case, we lose 2 days of our annual vacation and everything that was planed for this 2 days in Paris. We organized 2 cars that drove us twice for nothing. We also lost 150,00 euros for bus tickets from the airport(BVA) to Paris. Unfortunately we cannot request a refund for these tickets because there is no possibility of cancallation. Considering that the place of arrival has now been changed to another airport(CDG), now we have to buy bus ticket again. After all, it's an additional cost that we didn't count on just like another plane tickets. In this way, we ask you to take into account our dissatisfaction because I (Ida Šafranić) and my friend (Jelena Božić) are two single mothers who have been working and saving money for this trip for whole year in order to enable our children to have their first flight by plane. The children were very excited about the plane flight and they took anti-nausea medicine to make the journey easier and than flight was cancelled 7 minutes after the scheduled departure which is very disappointing for all of us. In order to ease the children's disappointment, we did everything we could to find a new flight for which we had no money. We borrowed money from our parents and friends just so that the children could experience their first airplane flight in 2 days. We could not completely cancel the trip to Paris because we paid for accommodation and tickets for other activities. Due to the cancellation and further delay is sorting out situation, we have incurred a cost of 149,49 eur on account of bus ticket. A copy of the bills are attached along with this letter. The additional cost for new one-way plane tickets amounted to 1.002,38 eur. A copy of the bills are attached along with this letter.

Zagreb-Beauvais
Economy

Christalla C

Verified | Aug 21, 2024

Paphos-London

Economy

Damage luggage

Upon arrival to London Stansted from Paphos in Cyprus, my luggage arrive ripped and damaged and my belongings exposed (please see attached photos) I find this totally unacceptable and expect reimbursement of the suitcase

Paphos-London
Economy

Christalla C

Verified | Aug 21, 2024

Paphos-London

Economy

Damage luggage

Upon arrival to London Stansted, my luggage arrived ripped and all my belongings exposed (please see photos attached) I find this totally unacceptable and would expect reimbursement of the suitcase.

Paphos-London
Economy

Olga S

Verified | Aug 21, 2024

London-Tallinn-ulemiste International

Economy

Boarder control declined perfume on board

My nephew was passing boarder control and was not allowed to take 2 perfumes on board. One was 100ml and the other 80ml both wrapped. It was a gift for my parents whom I haven't seen for 5 years. They just stole it. Unfortunately as my nephew doesn't fluently speak English he couldn't explain to them his rights. On your website it's said that total amount of liquid shouldn't exceed 1l. So why 2 perfumes was a big issue. The tickets were overpriced and we also lost extra 150 pounds on top of that. Disgusting!!!

London-Tallinn-ulemiste International
Economy

Loss: €150
Desired solution

Refund

Kyrylo R

Verified | Aug 20, 2024

Warsaw-Dublin

Economy

In warsaw modlin we were forced to pay for airport check-in

Hello. I had to pay airport check in fee due to unfunctioning passport scanning functionality. I started doing online check in for my family flight to Dublin two and a half hours before departure. After filling the details I was asked to scan all passports with NFC which was never the case before and there was no prior warning that this needs to be done (in fact I only met with my family two and half hours before departure and did not have physical access to their passports before that). Moreover after half an hour of unsuccessful attempts to scan passports I was presented with the message saying that online check in was closed and at the desk we were forced to pay a check-in fee. This is considering the fact that our places were already pre-booked and paid for before check-in which makes the situation even more disappointing. How do I file an official complaint for this? Thanks.

Warsaw-Dublin
Economy

Loss: €247
Desired solution

Refund

Sara V

Verified | Aug 20, 2024

Athens-Paphos

Economy

After arriving at the airport, I proceeded to Terminal C, where my gate was located. I passed through three checkpoints where I showed my boarding pass and completed a police security check. I then sat near the Veneti café, just upstairs from the gate, waiting for my flight. Unfortunately, I misread the boarding time and arrived at the gate at 9:25, five minutes after the gate had closed at 9:20. When I approached the gate, the staff member was on the phone, reporting that the gate was closed. I asked her where everyone was, and she informed me that the gate had closed. I immediately panicked, checked my phone, and explained that I had been sitting upstairs waiting and did not hear any announcements or calls for boarding. Another staff member then joined the conversation and, in a very rude manner, asked, "Lady, do you have until 9:30 when your flight is at 9:50?". At that point, I was already crying and extremely stressed, and their rude attitude only made the situation worse. I asked the first lady what I should do next, as I was completely lost and overwhelmed. She simply told me, "Book another flight," again with the same dismissive tone. What was even more upsetting was that after this, I went back upstairs, still crying, and when the two ladies passed by, they looked at me and laughed. This behavior was completely unacceptable. I understand that I arrived a bit late, but the lack of compassion and professionalism from the staff was deeply hurtful and unprofessional. I didn’t want to miss my flight, and their treatment made an already stressful situation much worse. They offered no help or guidance, which, in my opinion, does not align with the duties and responsibilities of their role. I hope you will take this matter seriously, as no passenger should be treated with such disrespect, especially during a moment of distress.

Athens-Paphos
Economy

Michelle C

Verified | Aug 20, 2024

London-Funchal

Economy

We were refused boarding . The gate number was announced on a board at 7pm and by 7.30 pm it had closed . Gate 49 which was the furthest away . Us as a family just couldn’t get there by 7.30 pm although we there at 7.40 . There was other people also refused . The plane was due to depart at 8pm but didn’t leave until after and we could have literally stepped on it but were refused . The customer services said Ryan air should have let us board . We were highly stressed and were left stranded at the airport . No help was given by Ryan air

London-Funchal
Economy

Lynne P

Verified | Aug 20, 2024

Birmingham-Faro

Economy

Upon arrival we were delayed 90 minutes but, more importantly one of our party was charged £75 to take on board her 10kilo case. The monitoring of this after a delay was completely inappropriate. Ryanair staff randomly picked out people to measure their cases. Photographic evidence is available of other people boarding with much bigger hand luggage.

Birmingham-Faro
Economy

Meghan K

Verified | Aug 20, 2024

East Midlands-Rhodos

Economy

They denied boarding due to damage of the outside of the passport. The pages are not damaged at all and I have travelled with this passport for 8 years, including on many Ryanair flights without any issue. Jet2 have allowed me to travel with this passport on the same date but Ryanair staff were rude and unhelpful. We had to pay an extra £700 on top of the £700 we already pay for flights to travel with Jet2 instead, a clearly more reasonable and competent airline. We also had to then travel from East Midlands airport to Birmingham airport to get the later flight with Jet2.

East Midlands-Rhodos
Economy

Lynn D

Verified | Aug 19, 2024

Schonefeld-Manchester

Economy

Booked extra leg room but plane changed and seats were not a

Booked extra leg room but on return flight the plane was changed and extra legroom seats were an extra row back, so we ended up in ordinary squashed seats. I finally got through to Ryanaire today after numerous attempts, and was told to fill an online complaints form in. I can not find such a form. Not happy paying for something which I could not use.

Schonefeld-Manchester
Economy

Desired solution

Refund

Bailey H

Verified | Aug 19, 2024

Birmingham-Palma de Mallorca

Economy

Checking in error

I attempted to check in online 3 hours before flight departure however it would not allow me to check my friend and I in. I explained this to the staff behind the desk and they were rather rudely adamant I had to pay £55 per passenger to print off my boarding pass. I am appalled that I was charged so much for absolutely no fault of my own. I sincerely hope this can be resolved.

Birmingham-Palma de Mallorca
Economy

Desired solution

Refund

Lydia T

Verified | Aug 19, 2024

Birmingham-Krakow

Economy

Birmingham charge for case and seat change

I was asked to take my bag to be measured it was just over the limit so I paid the £60 and carried on in the queue on boarding was told seats had changed which I paid for months in advance I choose to sit at the back because we like to be near the toilet I asked if we were still seated together because my partner is a nervous flyer and was told yes but we weren’t we were on opposite sides an I was sat In between two strange men which was really not nice also the cabin bag I paid £60 for was put in the hold with all my medication and snacks for the flight

Birmingham-Krakow
Economy

Desired solution

Other

Yana A

Verified | Aug 19, 2024

Krakow-Bologna

Economy

Inappropriate behaviour of an airline employee

Dear company Ryanair! I had an unpleasant situation with an employee of your airline travelling from Krakow to Bologna. Flight FR3799 on sat.17ago. My luggage was placed in the size grid, but the employee decided that I need to pay because it was half a centimetre outside the framework, although it is still hand luggage and paid for and more than 10 kg can not fit in it, in fact, as indicated on the site, I paid for the luggage, And also helped pay another person who only had cash. I paid with my card, the employee said it would cost 52 euros, but it cost 67 euros. So my helping another person cost me 17 euros more. After that the employee intervened in the conversation between me and my daughter , Between me and my daughter who told me of her displeasure with an airline employee. After that the employee started to threaten my daughter that she will be included in the black list. Naturally, I replied that such a conversation will not be tolerated, and she has no right to interfere in the conversation between me and my daughter. Personally, my daughter did not say anything bad to the company employee. After that she threatened me and my daughter that we will not be able to use the airline's services anymore. I always use your airline, paying for priority service, and this is the first time this situation has happened. I would like you to pay attention to this situation. will not tolerate any threats to my daughter. And I'd also like to point out to the airline that people don't always have a credit card with them. I look forward to your understanding and support Regards, Yana Artiukhova

Krakow-Bologna
Economy

Loss: €17
Desired solution

Other

Lorraine L

Verified | Aug 19, 2024

Dublin-Bordeaux

Economy

'Over sized' cabin bag

As a family of 4 we were travelling on 5 Aug to Bordeaux. At boarding gate, the staff were quite verbally stern and not a bit pleasant. The steward singled out my son to measure his bag...turns out the telescopic handle was 1mm over the top. I paid the extra 75 euro. This was totally unnecessary, given that my husband had the exact bag with him and we have had both bags over 18 years and travelling many times without issue. Im not only annoyed that the handle was a tiny bit over, the bag itself was under the measurement... it was the way the staff treated me. They were quite aggressive and demanding. I was showing the boarding pass for the bag and the steward kept saying, extreemly sternly, " show me the email". I didnt understand why or what it was she needed, she made me fluster and delayed the interaction for no reason. All she had to do was explain that she needed the booking reference. She just kept raising her voice saying ,' show me your email". Extreemly bad customer service and totally tansparent that there is a quoto to hit of charging at the gate. Trust me if I had a choice of airline to fly where im going next, Ryanair would not be my first choice. You are not cheap anymore, its all smoke and cloak.....looks cheap to start with. I flew to London last year on BA...to LHR...cheaoer than any Ryan air flight , and right into the city, and such a relaxed flight with fab staff and not upselling every 5 mins !

Dublin-Bordeaux
Economy

Loss: €75

Sebastian M

Verified | Aug 19, 2024

Zadar-Katowice

Economy

Again company didn't issued invoice, you have to waste time

OWQ12T flight Zadar Katowice I asked for Invoice and RAYANAIR again didn't send invoice. I have to again weste tim to contact them. Always answer is the same - it should have been sent...

Zadar-Katowice
Economy

Anonymous member

Verified | Aug 18, 2024

London-Porto

Economy

Rudeness of staff

To whom it may concern, I am writing to you to express my extreme dissatisfaction with the service I received today when flying with you, Ryan Air, from London Stanstead to Porto on flight F…. When boarding the flight, the Ryan Air colleague that was boarding passengers did not greet or smile at the people she was checking in. When I smiled and asked what she needed me to provide, for clarification, she just pointed at my passport and said “that..and boarding pass”, rolling her eyes. Following registering me as boarded, she asked whose bag it was that I was wheeling alongside me to which I informed her that it was mine, my only bag, personal sized as measured before travelling. She then said that as it was not checked in I will need to pay £60 to have the bag checked in from that point. Whilst attempting to explain that it was the correct size and that it is my only bag, this member of staff was very rude, to the point of giving sassy comments and telling me that I am not understanding her, speaking to me as if I was stupid. I did not get this individual’s name but she had a brown pony tail, glasses and light skin and I believe a tattoo of a moon and star on the back of her upper arm (please excuse me if this is wrong and it was someone else with this tattoo). Following my explanation, and a 2 minute conversation which was not in any way aggressive or confrontational on my behalf, someone who appeared to be a manager asked me to step to the side , as if I was in trouble or causing a problem, so she could explain to me the same thing her colleague had just told me, once again giving inappropriate and rude comments like “well if it fits go on and show me” and “that’s your problem” in front of all the other passengers waiting to board. I found the way this staff member spoke to me to be extremely disrespectful, degrading and completely uncalled for. Had I been spoken to with some respect I would be acting differently. This individual, again did not give her name which was asked for this time, had straightened brown/dyed with highlights hair and tanned skin, wearing an orange tabard and white shirt and makeup. I then paid for my bag to be checked in and went on with my boarding process. Whilst we were waiting at the bottom of the steps to board the plane, I asked a gentleman who was loading the plane what I should do with my bag as I was told to leave it here to be loaded. The gentleman then said “I’ll just rip that tag off for you” and proceeded to do just that. My partner and I asked why he did this as I had just paid for the bag to be checked in, to which this man said “well normally people think I’m doing them a favour when I do that what’s your problem.” Stunned, I asked the man if I could then just keep the tag as proof that this bag was in fact due to be checked in as part of my complaint and the man said “well no, you can’t. I’ll just put the tag back on and throw the case in the hold then shall I if that’s what you want” in a rude manner. I grabbed my bag and walked off, saying to my partner “this airline one just employs rude people I see” which is exactly how I felt, bar one individual who I would like to praise in this email. The man mentioned here also did not give a name but had tattoos on his arms and dirty blonde/brown hair and wearing a tabard and ear defenders. The three encounters with members of your staff team left me feeling deflated and disrespected and in fact led to an anxiety attack whilst on the plane taking off. Due to your check in rules and apparent inability to seat passengers who booked together near one another, I was alone without my partner whilst this occurred, silently crying, trying to control my breathing and anxiety, not wanting to cause any further issue as I felt very anxious that this is what I had done. The individual I would like to praise is the lady who took my payment and finished my boarding process at the gate. She was a blonde lady who may or may not have had tattoos on her forearm(s) and is the only person I really wish I had been given the name of because she smiled, was polite, made conversation to, in my opinion, try to dissolve my anger and the situation. Unfortunately this dissatisfaction is a result of multiple individuals, not a single occurrence and therefore and requesting compensation for the above experience. I am unaware of if it is my appearance as a blonde woman with tattoos and multiple piercings, but i felt discriminated against and treated unfairly as I said to the two women at the gate when boarding that many other passengers had small cases like my own and were not asked to pay, my partner being one of these people - he had a large backpack which is in fact wider and overall bigger than my case as well as a man pouch/fanny pack, and was not asked to pay a thing. In fact he wasn’t even questioned about his bags. He too was a non-priority flyer like myself but the response I received from your team was that “they might be priority passengers you don’t know”. When I said I thought priority passengers were queued separate I was told that I was unaware of how the airport works and they don’t need to queue. As someone who has worked many years in a customer service industry I would never imagine myself or any member of my team speaking to customers or service users in the way I was spoken to today and I would like to know what is to be done about it please. Thank you for you time and I look forward to hearing from you in regard to my complaint. Kind regards, Billie Stewart-Booker

London-Porto
Economy

Loss: €60
Desired solution

Refund

Apology / Voucher

David R

Verified | Aug 18, 2024

Barcelona-East Midlands

Economy

You changed my booked seat

I paid for an extra room as I am 6ft 4'' so booked seat A1. On check in I was rudely told my seat had been changed and I had to sit in seat 31a. I asked why and was told "Just board the aircraft" I noticed when I went to the toilet that the first 3 seats on row A had ryanair crew that were using the flight to re-position themselves. I feel if you pay for a seat you should be allowed to have it

Barcelona-East Midlands
Economy

Desired solution

Refund