Ryanair complaints: comments, page 51
2,634 comments
Emilian G
Verified | Jun 21, 2024
Bucharest-Vienna
Economy
Ryanair operated flight delay and very dirty airplane
The flight number FR704 was delayed without any explanation for more than 2 hours. At boarding our seats were dirty and the space around them as well. When I say dirty I mean the seats and the carpet under & front was were covered with food waste from previous flight.
- Bucharest-Vienna
- Economy
Jane A
Verified | Jun 21, 2024Leeds-Limoges
Economy
Two hour delay , then charged Β£56 pound for hand luggage
Traveled the same flight six times same hand luggage after a two hour delay when boarding charged Β£56 for hand luggage! My luggage was 3cms too tall ! Staff very very rude and scruffy , told I had to hand luggage to someone at stairs of plane to go in hold no one there ! Took on board with me in an overhead locker half empty plane !!!! JOKE on return my boarding pass had been flagged as large French staff on boarding said βno no petiteβ wasnβt charged Ryan air you are a joke dirty plane dirty uniforms on staff rude staff , just because you have the monopoly on the flight does not mean you can be rude your very rude ground staff who was about 16 told me if you donβt pay you donβt board β¦. Her words- Leeds-Limoges
- Economy
- Loss: β¬56
Mark O
Verified | Jun 21, 2024Tenerife-Cork
Economy
Staff frustration led to them making me pay extra
Hi , I recently was queuing up to board my flight back to cork from Tenerife. There was 2 female check in workers at the boarding gate who were conducting the boarding. Upon my turn to present my boarding pass and passport I mistakenly scanned my partners boarding pass as I had both on my app. This attracted the attention of the other boarding worker to which they than started speaking Spanish to eachother and giving us both attitude as it was an inconvenience to them that I mistakenly scanned the wrong one. This frustration between them led to them making me put my bag in to the size limit checker and proceeded to than make me pay β¬70 for a bag that did fit and was inside the limit. Despite my partner questioning them as to why I wasnβt charged on my flight over to which they replied it was bigger this flight which was a blatant lie as I left multiple articles of clothing and other items in my hotel as I didnβt need them anymore. We told them this and they replied well we donβt know how other airports work. The bag is a 10kg bag and this has never happened before and I fly at least once a month due to my job.I am outraged as it cost me a lot of money for a bag that simply fit and I was made pay out of their frustration. We paid extra to be in the top rows of the flight so we can exit first to which my partners bag was than moved to the back of the plane which added over 15 minutes waiting to get her bag. I am outraged at this entire experience and I am a frequent flyer with Ryanair as I live between England and Ireland and I most definitely will not be getting a flight with Ryanair after this entire experience if compensation is not me.
- Tenerife-Cork
- Economy
- Loss: β¬70
- Desired solution
Refund
Olivia J
Verified | Jun 21, 2024Nantes-Manchester
Economy
Stolen property
I accidentally left my duty free bag, containing 10 pouches of Amber Leaf tobacco under the seat in front of me. I realised as soon as I had got through passport control. I immediately went to the lost baggage desk, however, there was nobody there but a sign saying to contact a mobile number. I called the number and the man on the phone said I would have to wait at the desk for 30-40 minutes before he could check. I agreed to wait, I had my 9 year old son with me. Whilst waiting a lovely gentleman that worked in Manchester Airport came to see if I was ok and called the number for me, he told the man on the phone I was still waiting. The man on the phone told him that a bag had been found but I would need to wait another 30 minutes for him to bring it to me. I agreed to wait. After another 40 minutes I called the number again and the man said that nothing had been found. I told him I had heard him say it was found but he completely denied it. There was nobody else at the desk. I was not seen or dealt with by anybody else. I was given no forms to fill in. I have tried everything to contact the airline but all I get is online bots that tell me I need a reference number from the airport when I reported by bag lost but I was not given any reference numbers, I was left alone and not communicated with at all. I believe the man on the phone did find my bag but decided to pocket the tobacco worth Β£140 for himself. He said he had found a bag and then all of a sudden he hadn't. I have tried calling Ryanair and I was told the phone number didn't match the number on my booking......it does. I have tried to email a number of email addresses to receive general bounce back emails. I am at a complete loss, I am receiving no help from Ryanair at all. My bag was clearly taken by Ryanair employees and Ryanair are doing nothing to help either reimburse me or get my bag back.- Nantes-Manchester
- Economy
- Loss: β¬146
- Desired solution
Expenses reimbursement
Claire H
Verified | Jun 21, 2024Malaga-Liverpool
Economy
incorrect flight information malaga airport
Arrived at malaga airport on 19/06/2024, for are flight at 10:35am flight number FR9863, witch on board had been delayed to 10:55 when we got threw to check in and security there was a massive que at passport control witch was absolutely ridiculous and unorganised! It went the whole way of the airport by the time we got threw we ran to the gate as it stated on board LAST CALL to be greeted by a very rude and abrupt man on the ryanair gate, who said you can not get on this flight gate is closed in are party there was 6 adults and 3 children aged , 7,3 and 19 months old, there were 4 young lads and an older couple so 15 people in total who were not allowed on the flight due to the incompetence of the staff! MY nan and grandad were sat on the flight they went straight threw due to being on wheel chair assistants they were on the phone to use why we were standing at the gate as ryainair were calling out not just 9 of are names but another 21 people! So my grandad went and spoke to them to explain we were here at the gate and they were refusing us to witch the steward phoned threw to tell them on the ryanair desk to allowe use to get on the flight witch they at the gate refused us agen even through they have been told to let us on the flight They then delayed the flight to remove are baggage when we were all stood at the gate getting refusal of getting on the flight! To then be told tough go and by a new flight home, with no help or anything we had to try and get back threw the airport to buy new flights home witch then cost another 900 euros for 9 of us and next flight 11pm at night, we had go sit in the airport for 15 hours with 3 young children! This is absolutely disgraceful and disgusting behaviour and should never have happened as we were all there waiting to get on the flight! The incompetence and very rude behaviour of the staff ruined the ending of are holiday and Β£1500 down with paying for extra flights and what we had to pay to sit in the airport for an extra 15 hours is absolutely disgusting! Threw no fault of are own, we would like use to look into this serious matter and to rectify this before we take it higher because the way we got treated was absolutely disgraceful- Malaga-Liverpool
- Economy
- Loss: β¬1500
- Desired solution
Theresa L
Verified | Jun 21, 2024Palma de Mallorca-Edinburgh
Economy
Refusal of duty free onboard from palma de mallorca
I was refused duty free on flight FR 9188 twenty five minutes before landing and would like to know if this is normal procedure as I have purchased duty on many occasions on your flights .Looking forward to your explanation on this matter .- Palma de Mallorca-Edinburgh
- Economy
Sharon S
Verified | Jun 21, 2024Fuerteventura-Bristol
Economy
Awful flight attendants
There were so many issues, couldnβt get a drink as the card machine wouldnβt take Barclays, the colour guy was leaning on the back of the seats while surviving, knocking my partnerβs head several times with his elbow, chewing gum, so we could all see it, another guy with eyeliner on had dirty fingernails & was putting his hands inside the cups before serving the drinks, I asked about duty free & the female as so rude, I said I didnβt want it as it was more expensive than the airport so she started grilling me & telling me I need to buy them. It was a young crew & think they need to have a older person with them as they had no people skills, didnβt check the overhead lockers, which 2 came open when we were landing, appalling way to treat passengers.- Fuerteventura-Bristol
- Economy
- Desired solution
Apology / Voucher
Nataliya M
Verified | Jun 21, 2024Birmingham-Palma de Mallorca
Economy
Ryanair Priority Cabin Baggage
Dear Sir/Madam I am writing a formal complaint concerning a recent issue with my luggage. My husband and I had booked to fly from Birmingham airport on the 05/06/02024 to Mallorca, Spain, Flight No is FR2162. Booking Ref is AIP8JM. I bought my new suitcase in preparation for the holiday from TKmaxx (brand: Portland) for cabin luggage before my holidays to Mallorca. Knowing the strict Ryanair policy about baggage sizes, I was aware of the dimensions while purchasing the suitcase. On the suitcase itself, the labels specifically indicated 50cm x39cm x20cm (picture included) and Ryanair Priority cabin bag size (55x40x20cm). I had priority boarding Pass. At the boarding gate, after checking my passport Adriano Pedro β Senior Lead Agent asked me to check my suitcase. He said that suitcase wheels did not fit in the blue frame, by 2cm. He said to me, very swiftly, that I should give to him my passport, boarding pass and my bank card. He said, that I have to pay Β£70 fee, because the wheels did not fit properly as they are rotating. I had the suitcase label in my bag with the exact suitcase dimensions. I tried showing this to Adriano Pedro, but he didnβt want look or even listen, and continued with charging me Β£70, this all happened so quickly. I felt humiliated and incredibly upset due to this charge - what would have been a low cost flight with Ryanair, turned out to be an extra Β£70 due to 2cm. I trusted the labels on the suitcase when purchasing the bag - had I known the 2cm rotating wheels would have been an issue, I would have not purchased the suitcase. I truly believe Ryanair should be more friendly towards these cases, especially if the suitcase product maker has specially indicated the Ryanair dimensions, and could not have been a customers fault. Additionally, in 4 weeks I have a long trip to Ukraine with Ryanair - I have to buy another suitcase and now Iβm worried I will be mislead by another suitcase brand, which will end up costing more money. As a regular Ryanair customer, this is the first issue Iβve had and I urge you review the pictures / information and kindly refund the fee, which was unfairly apposed against me. Best regards, Natalia
- Birmingham-Palma de Mallorca
- Economy
Molly A
Verified | Jun 20, 2024Birmingham-Budapest
Economy
Extremely poor service, staff found the situation funny.
Upon departing the flight from Birmingham to Budapest, we were welcomed on as normal etc. It then came on the tannoys that you can pre order food /drink to your seat. I did this. Then just before take off we were informed there were NO soft drinks, sandwiches, NOT EVEN WATER!! No milk for hot drinks. When speaking to your staff they found this situation quite funny and just smirked when customers asked questions. I fly quite frequently and Iβve never had this problem. I am extremely unhappy about this. Then, on the way back we were delayed by an hour, no updates given, only got to row 11 and once again no sandwiches left for any passengers in row 12 onwardsβ¦ considering weβre paying for a service, I can honestly say the level of service I had to and from Budapest was extremely poor. I look forward to a response.- Birmingham-Budapest
- Economy
- Desired solution
Donna P
Verified | Jun 20, 2024Bristol-Alicante
Economy
Baggage concerns nearly denied to take hand luggage on th
Measured cabin bag prior to arrival at airport,checked rynair website to ensure measurements were correct size to take on board, as I had booked priority boarding so could take 2 pieces of luggage on board to be greeted by 4 very unhelpful staff, who wanted me to pay 70 English pounds to put my case in the hold as they said it was not the average cabin bag size, when I tried to show them the ryanair website sizes they didn't want to listen and I tried to explain that I had booked priority boarding and have Measured my cabin case prior to arrival to the airport to check that this case was suitable to take on the plane, I was told it was to big by a lady staff member of ryanair who was very rude with a discussing attitude, I was told I would have to take stuff out which I did mostly toiletries as these were inside the zip of the lid of my case, I was then told it was to tall and it had to be flush in width and not sticking out of the stand that they use to measure the cases in, the young lady staff member was stood pointing and shaking her head and making faces and kept saying its not fitting it to big, again I explained the measurements on the ryanair website is what the cases is, after arguing for some time and standing my ground they did let me take my case on and I believe this is because the flight was delayed and they wanted to get everyone on board and get away. How discussing and embarrassing to be treated like this I certainly wouldn't be turning up at a airport with the wrong cabin size bag without ensuring the correct measurements, also I booked priority booking which states you will be entitled to board the plane first from the priority queue what a joke pay extra for nothing no such things as priority boarding it's a free for all as there was some delay, they just wanted to get everyone on the plane and get away no organisation and no control the non-priority passengers got on the plane before the people that had paid for the priority
- Bristol-Alicante
- Economy
Louise M
Verified | Jun 20, 2024Arrecife-Liverpool
Economy
Nearly refused boarding and made to pay for hand luggage
Firstly last year September I requested a gluten free lasagne placing emphasis on the fact I was celiac. They served me a normal beef lasagne which contained wheat obviously. In sure you are familiar with the motives behind 'natashas law' effective from October 2021. I'm sure I don't need to emphasize the health risks and culimations I could have been exposed to. I did complain (reference. 36109640) as the staff didn't seem too apologetic for. You then asked me for further information I didn't know what else to provide and felt like I was being too difficult as I'm the one who has a disease. Now flying with Ryan Air again arises another issue. We have been charged 46 euros for my hand luggage and she was trying to charge us for both bags. I have flown with Ryan Air around 6/7 times and I've always used this bag. It meets the measurements specified by yourselves for under the seat bag. If Im mistaken then how was I allowed to fly out with it? My partner had a rucksack - nothing too sizeable and they tried three times to make him pay or threaten that the plane would leave without us. We were both ordered to repack our stuff while they yelled at us. As you can imagine this is pretty humiliating. He was able to show them his bag fit into the bag check station despite them refusing twice to come over to look. I was so embarrassed and worried we were going to be left stranded I didn't check my bag to see if it fit sideways which it would have! I had to throw away brand new expensive clothing. I will be writing this incident over every social media platform as I am absolutely disgusted with the way we were treated. I would expect at least a full refund for this case and compensation.
- Arrecife-Liverpool
- Economy
- Loss: β¬46
- Desired solution
Mike R
Verified | Jun 20, 2024Dublin-Amsterdam
Economy
Charge for backpack
I was refused to board the plane without paying for extra baggage by having standard laptop backpack and small purse with documents- Dublin-Amsterdam
- Economy
Agata W
Verified | Jun 20, 2024Cork-Poznan
Economy
I want to check in. And it is coming information Priority
I can not check in because you push me to oay more 20 Euro for Priority @ 2 cabin bags. I do not need that . I will have only small bag! I do not need Priority!!! I can not go throught without paying 20 Euro more!!!
- Cork-Poznan
- Economy
- Desired solution
Other
J M
Verified | Jun 20, 2024London-Malta
Economy
I am disabled and was denied a seat at terminal
20/06/2024 Formal complaint. FR3883 on 09/06/2024 0615hrs Dear Sir/Madam I have been a loyal Ryan Air customer for over ten years. I have always found your staff helpful understanding and accommodating until now. I am registered disabled with mobility issues. I can walk but need to sit in between walking and I can not stand for more than 5 minutes. I did not use the special assistance service as they always want me to get in the wheelchair and I am not wheelchair bound just yet. Today went to terminal 10 to board my flight to Malta at 615am. I could see the seating area in the corridor some distance from terminal ten there were no spaces and if I could have sat there, I would have no way of knowing when the boarding que would have gone down. I was first at the check-in desk and I could see the empty seats 5 mts away I identified myself to the check in lady showed her my blue disabled badge and asked if I could sit in the chair as my legs were hurting she said no and that I should go back to lounge to sit I said it was to far and I need to sit as I am disabled. I asked her to call the supervisor and identify herself she said no she was very angry and unhelpful her words to me where everybody asks for something. I could see this was going to be a problem and I turned my camera on for my own safety and recorded the incident I told the same lady I was recording and she snatched the phone from my hand I said call security you have just stolen my phone again she said no gave back my phone and said that she will not be letting me on the plane. I asked again for a supervisor or a number to call someone to resolve this problem again she said no. She then blackmailed me into opening my phone letting her delete the video and checked my messages to see if I had sent video saying if I didnβt do this I would not be getting on the plane. The whole incident was very distressing for me as well as having a physical disease it worsens with stress. I am appalled at the level of treatment I received. Who doesnβt let a disabled person sit when asked? What are you going to do about this? Yours Sincerely J Mercieca- London-Malta
- Economy
- Desired solution
Russell John H
Verified | Jun 20, 2024London-Alicante
Economy
booked extra leg room but wasn't available.
i booked seat 01A and paid for extra leg room but the airplane didn't have a seat 01a so i was given seat which wasn't extra leg room , the seat i was given was 3f, as i paid for extra leg room and this option was not available i would like a refund for a seat you sold me that didn't exist. i also booked 01A on the return flight and also paid for extra leg room but again this was not available and i was given seat 31a which again wasn't extra leg room. so again could i have a refund for a seat you sold me that wasn't available, out fr2586, return fr6646. thanks Mr Haynes.- London-Alicante
- Economy
- Desired solution
Refund
L M
Verified | Jun 20, 2024Edinburgh-Arrecife
Economy
Problems with Special Assistance at Edinburgh Airport
We pre booked special assistance and a wheelchair through the airport from check in to the bottom of the steps of the plane through Ryanair. We were taken as far as security and then left and told we would be met at the boarding gate. On arrival at the boarding gate the staff did not know anything about the special assistance and there were 2 other special assistance passengers that had the same experience. Eventually after several calls help turned up but they were struggling to help all 3 people. We were then told that a special request to use a lift for the wheelchairs to be taken down to the plane had been refused. We were taken back across the airport to another gate, we were then taken down in a lift that was clearly one used by staff and trades people, on leaving the lift and in the freezing cold, wind and rain were taken outside of the airport on foot/chairs to the plane, it was quite a distance and we were freezing cold and very wet when we reached the plane. This really isn't good enough, the assistance staff that turned up were very helpful but we should not have had to go through this. Please review the special assistance procedure and the respect towards passengers already facing difficulties.- Edinburgh-Arrecife
- Economy
Sally F
Verified | Jun 20, 2024Edinburgh-Sevilla
Economy
Confiscated liquids
Booked Seville to Edinburgh return. Liquids are allowed in hand luggage from Seville. On my return Edinburgh confiscated them . Was told it was clearly mentioned when I booked the ticket. This was not the case. If I had known they would have been put in my checked in luggage. This was not clear until entering hand luggage screening. Nowhere on my ticket, when booking, was this information related to me. As I flew from Seville, then return, if it was a change in policy it should have been clearly stated . Many people travelling back from Edinburgh to Seville had the same experience and problem. I adhere to any rules, but if I am not aware this makes it very frustrating and expensive mistake, that I clearly feel is not my fault.- Edinburgh-Sevilla
- Economy
- Loss: β¬50
Artur Z
Verified | Jun 20, 2024Katowice-Manchester
Economy
Cabin crew authority abuse
Captain called the police during landing after I refused to move my clothes around, wrongly judging that wearing my hoodie with the hood in front while seated by emergency exit is serious threat to safety. I wear my clothes the way I like- Katowice-Manchester
- Economy
Kseniia H
Verified | Jun 20, 2024Dublin-Alghero
Economy
Horrible customer service!
Hello, dear Ryanair my problem started with the bag, which didnβt fit and ended with the worst customer service ever. Iβm working in customer service area but Iβm sorry since when do we saying to our customers β I donβt care what you thinkβ this lady started being with me so rude with no reason. I do understand bad policy but it wasnβt about it belong girl who helps board flight FR 7846 on 20th of June was the worst person which I met in Ireland for my past 3 years. I think you have to fix your customer service staff because this is not okay. And yes about bad, I have been flying with this bad for the past year and no problem but as I said problem with horrible attitude and no manners.. I wonβt fly with Ryanair anymore I paid for my bad and Iβm going on holiday with mood like this, not acceptable!- Dublin-Alghero
- Economy
- Loss: β¬100
Andjelo P
Verified | Jun 19, 2024Bucharest-Thessaloniki
Economy
Big delay without prior information to its length
At the airport we received a timely notification about a 50 minute delay, however after the initial delay some passengers got through the gate and later were taken back, we were given the information that there is a technical issue with the plane and that it would take more time to fix it but we were not told how much time, resulting in an additional hour and 40 minutes delay. The flight captain later stated in the airplane that there was some air traffic control rule due to which we were delayed that we didnt really get which did not match what the ground crew told us. According to ryanair, we do get a coupon for food or drinks when a delay is longer than 2 hours, however nobody was around any service desk to provide us this and when 2 hours and 15 minutes passed since our initial delay, an employee came to check our boarding passes in the fastest way possible and boarded us to wait 15-20 minutes more on the plane. The staff on the plane were quite rude and stated that they were not at fault for the delay. The biggest issue is, we were not notified of how long the delay will be and we were not given an exact time, to which we failed to make it in time for our pick up at the airport (the pickup waited from 20:00 till 22:00) we arrived at 22:50. The costs that we had due to this were way above our planned budget(+150 euros), and its simply due to the fact that we were not given a correct boarding time so that we could notify our pick up. We did not get any type of compensation due to this.- Bucharest-Thessaloniki
- Economy
- Loss: β¬150
- Desired solution
Expenses reimbursement
James L
Verified | Jun 19, 2024Manchester-Fuerteventura
Economy
RYAIR CHANGING SEATS THEN TRYING TO CHARGE EXTRA
We are a family of 4 including a 14 year old Autistic child, who booked seats together (all in Row 16). Ryanair changed these seats without checking with us to 4 individual aisle seats (how can they put a child in a single seat). When I asked for them to be changed they said we would have to pay additional fees to do so, even though we did not make the changes. They confirmed that there hasn't been a flight change so why have they changed our seats. And why can they not fix their error without charging us.- Manchester-Fuerteventura
- Economy
- Loss: β¬142
- Desired solution
Other
Hayley A
Verified | Jun 19, 2024Alicante-London
Economy
Seats 2 e f
we proceeded to our seats and someone was already in them they refused to move and we had to sit behind them, i paid for those seats as my husband legs go funny during the flight and we booked and paid for those seats the staff didn't not help quite rude and not helpful at all. This is the 2nd time now we have booked and haven't had our allocated seats.- Alicante-London
- Economy
- Desired solution
Refund
Apology / Voucher
Marcela Z
Verified | Jun 19, 2024Bratislava-Rome
Economy
Extra luggage-fee
during the flight no. FR4225 from Bratislava to Rome-Ciampino I was asked to pay additional money for our luggage. The reason was that my bag was according to the stuff member too big. According to the Ryanair conditions we always follow the rule that the handbag must fit into the locker or under the seat. this is my probably 10th flight with this bag and it was always absolutely correct. In the attachment Iβm sending a photo of the bag that perfectly fits into the locker. So I paid additional money 46 β¬ and the bag should be taken into the luggage space. There was no person who would come and take my bag so even after paying additional money my bag was still with me in the cabin locker. I paid for nothing!!!!! Hope you understand how angry I am and you also get my reason that Iβ m asking my money to be paid back immediately. I Β΄m sending the flight ticket and the payment receipt in the attachment. Hoping to hearing from you soon Best regards
- Bratislava-Rome
- Economy
- Loss: β¬46
- Desired solution
Refund
Lyn W
Verified | Jun 19, 2024Faro-Cardiff
Economy
A problem with the staff on check in - Faro airport
7 ladies recently flew on a return flight to Faro on Friday 7th June. We had no trouble in Cardiff, as I (the leading passenger) checked in the day before. however on returning to Cardiff, we could not get access to the internet on our phones and therefore could not check in on line. Other times we have been told to check in at the airport. on arriving at Faro, the check in assistant told us we should have checked in on line. We knew this but could not get access to Ryan air on our phones. We were told we could not fly although she had all our names on her screen. she then called her manager, who was a lovely man but said we could fly if we paid 55 euros each. i find this very strange. she said check in was closed but it could be opened if we paid. this is disgusting , as it wasnt our fault. we always travel with Ryan air and have never had such rude assistants before. what happened if we did not have the money, would we have been left in Faro airport. i find it very strange that he could not just check us in there and then. this happened to another couple with a young baby at the side of us. we did pay the money each as we had no other option. when we did get on the flight she had put us all over the plane. i was sitting in row 2f and all the seats at the side of me were empty. why could nt she at least sit us together. but despite all that I would like a refund of our 55 euros each. it was not our fault, we had a villa which didnt have internet and assumed we would just have to check in normally (like the good old days). the girl on the check in desk was quite rude, but the gentleman was more helpful. we had already paid a flight of 100 each plus another 90 for our cases. without adding on another 55 euros, which as I said worked when we paid.- Faro-Cardiff
- Economy
- Loss: β¬385
- Desired solution
Refund
Danny R
Verified | Jun 19, 2024Bordeaux-Manchester
Economy
Boarding pass
I paid to check in at the airport using the rynair app however I didnβt receive my boarding pass and said that the check in was closed , when I spoke with Ryanair staff at the airport they said I had to pay again manually over the counter in order to check in and receive my boarding pass so Iβve paid β¬220 in total for 2 check ins , the staff advised me to request a refund on the β¬110 euro I paid on the app because the app should not have let me pay for the online mobile check in as I should make payment over the counter. In addition to my previous refund request , the phone that was boarding passes was on was broken which is why I was unable to check in and access boarding passes , I informed the Ryanair check in desk when I arrived at the airport and I was told the passed could be printed but I would have to que again due the fact I was too early to check in. I qued again some time later and was told on this occasion I was subject to β¬110 euro fee for 2 boarding passes, when I explained the situation that my phone was broke I was told it wasnβt rynairs problem. I later managed to recover my Ryanair account on another phone but by this point was too late to check in and receive my boarding pass , at this point to save queuing for a third time I paid the β¬110 check in fee on the Ryanair app using my credit card and upon completion received no boarding passes and was unable to check in because it was too late , when I informed the Ryanair staff at the check in desk they said I had to pay a further β¬110 because the app should not have let me pay this fee as the passes werenβt recoverable through the app. I was further advised to request a refund for the fee paid of the app due to the fact I had to pay again.- Bordeaux-Manchester
- Economy
- Loss: β¬220
- Desired solution
Jessica N
Verified | Jun 19, 2024London-Aviles
Economy
Disgusting treatment of ill child and single parent.
Subject: Formal Complaint Regarding Disrupted Flight and Poor Assistance Dear Sir/Madam, I am writing to formally lodge a complaint regarding the unacceptable treatment I, Jessica Chung-Newman, and my two daughters, Kaitlyn Newman (17 years old) and Abigail Newman (8 years old), received while traveling with Ryanair on June 9, 2024. The booking reference numbers are UG2KQB (first flight) and NKDEPS (second flight). Summary of the Incident Special Assistance Denied: Despite pre-booking special assistance for my 8-year-old daughter, who has type one diabetes and other complex autoimmune diseases, we were denied assistance upon arrival. The special assistance team refused to provide a wheelchair because my daughter did not have a visible physical impairment that would limit her mobility. During a low blood sugar episode she does have mobility issues and with other autoimmune diseases she suffers extreme exhaustion and fatigue requiring assistance , I explained this along with her condition and showed her Continuous Glucose Monitor (CGM) and insulin pump. However, without a doctorβs note, they still did not provide her with a wheelchair. Security Delay: Security detained my daughterβs medical bag, containing insulin, extra Dexcoms, Omnipods, and various snacks and juices needed to treat low blood sugars. They insisted that juice was only allowed for infants and toddlers. Despite explaining that the juice was essential for treating my daughter's low blood sugar, we were delayed for nearly 40 minutes. I had to make my daughter, who was feeling weak, get up and show her CGM and pump to prove her condition. This delay caused us to miss our 6:30 a.m. flight. Missed Flight: After missing our flight due to the lack of special assistance (which we booked in advanced and were unlawfully denied and discriminated against) and security delays, we sought help from Ryanair. We were directed to call for an agent to escort us out of the departure gates. This process took 15 minutes, and we had to wait in line for almost an hour to speak to a Ryanair agent. We were told we could not receive assistance until we retrieved our checked baggage, which had been removed from the flight. This required walking across the airport, despite my daughterβs exhaustion forcing an ill child to over exert herself. We did not receive our baggage until 8:40 a.m. ( i have proof of this with a time stamped photo) We made our way back with our baggage and after another long wait to speak to an agent, we were refused a refund and told we had missed the one-hour window to rebook our flight at the original price of $100 per person, despite the previous information of retriving the bags given to us and the wait that made it impossible to do within a one hour time frame. Lack of Assistance: At Stansted Airport Information Desk, we were given contact information for the customer complaint department and told to file a claim, with no further assistance provided. Additional Hardships: We were stranded at the airport with no help and had to book a flight to a completely different island than the intended destination where my family was waiting. We had to pay for the flight to Kefalonia for $602.25. Upon arrival, we incurred additional expenses for a taxi to a hotel, as we arrived late with a child who is ill and had no choice but to book a hotel room for the night, and the next day, for another taxi to a ferry to reach Lefkada. when we arrived at the airport and got our luggage from baggage claim, our luggage was cracked and damaged. This series of events caused significant physical and emotional distress, especially to my daughter, and financial burden to our family. Resolution Requested Full Refund for the missed flight and the additional $602.25 charged for the new tickets. Compensation for the damaged baggage and the additional expenses incurred, including hotel and ferry costs. I have all the receipts of charges. Formal Apology from Ryanair for the distress caused and a commitment to improving assistance for passengers with special needs. I trust that Ryanair will handle this complaint with the seriousness it warrants and take appropriate steps to prevent such incidents in the future. Please respond within 14 days of receipt of this letter. I have photo evidence, receipts, conversations, and text messages as proof and available upon request. No one should ever be treated with such lack of empathy and disrespect, especially when a child who is ill is involved. Thank you for your attention to this matter. Sincerely, Jessica Chung-Newman- London-Aviles
- Economy
- Loss: β¬1379.16
- Desired solution
Nicholas W
Verified | Jun 19, 2024London-Aviles
Economy
Change of flight time at Stansted Airport
I booked a flight for 2 leaving at 11.35 on 23/08/24 returning on Monday 26/08/24 at 16.20. The flight has since been changed to 06.45 on the outward journey to attend a wedding. The distance to the airport would require us to be up all night to make the earlier flight and we would not have booked it had we known as we are in our middle 70's. We have been offered alternative flights 5 days before the event or 2 days after the event!!!!
- London-Aviles
- Economy
- Desired solution
Refund
Michael S
Verified | Jun 19, 2024London-Hamburg
Economy
Deliberate blocking of online checkin to extort
The online access blocks you and forces you to choose additional bag payment when trying to check in- London-Hamburg
- Economy
- Loss: β¬68
- Desired solution
Nikith T
Verified | Jun 19, 2024Palma de Mallorca-Schonefeld
Economy
rude staff
Hai i am nikith thumu i have booked the flight two way on the offical website of ryanair for 7 passengers from BER to PMI note i got web checkin for 4 passengers and for rest i got some eror and 1. when i went to the checkin counter they said me pay more for the checkin 2.The flight was delayed for 50 mnts i got no mail no text from your side #3.and at the boarding gate the staff approched me with a rude behavour asking me to pay more money because i have bag And on my boarging pass i have priority In the website it clearly sayes that priority with 2 cabin bags and the staff denyed to give me the receipt of the payment i paid more that my fare for the checkin and the bags 4. when we reached the destination there was only one stairs to deboard the whole flight we had to wait 25 -30 mnts to deboard the flight 5. and the bags are dellayed 20 mnts so i had to spend late night at the airport- Palma de Mallorca-Schonefeld
- Economy
- Loss: β¬400
- Desired solution
Refund
Georgia L
Verified | Jun 19, 2024Manchester-Lisbon
Economy
Luggage lost with life saving medication in
To whom it may concern, I am messaging you regarding an urgent baggage loss. I have a severe asthma condition with all my medication in this bag and it is imperative I get this returned tomorrow at the very latest, otherwise the consequences could leave me in a compromised situation. Please could we request an email outlining the steps youβre taking to recover our belongings and how youβre able to compensate it. What actions do you plan to take if this was theft, and when can we expect to hear back from other airports? Thank you for your co-operation and we look forward to your resolution. Iβd like to reiterate the severity of my breathing condition and the potential risk this could result in to my health - I have been hospitalised multiple times this year as a result of my asthma. Being in a different country without the nessisarily medication is a massive risk that needs urgent resolution. Please get in contact as soon as possible. This is negatively impacting our holiday as we cannot afford to replace such items and is causing considerable stress to us already. We need these items with us to continue on our holiday, such as sun cream to prevent skin damage, essential period products, etc. We cannot afford to replace all of these items. Case brand: trip Colour: yellow Boarding name associated with case: Siobhan Doherty Additional features: blue ribbon on one handle and red ribbon on the other Flight: Manchester - Lisbon RK2252 Contents: expensive jewellery, shoes, clothes, 4 bags of make up, fans, towels, underwear, hair curlers, tablets, inhalers, essential toiletries, allergy medication, sentimental valuables, sun cream, chargers Ive attached a picture of a similar looking case for reference Many thanks, Georgia- Manchester-Lisbon
- Economy
- Desired solution
Other
Jon A
Verified | Jun 18, 2024Bergamo-East Midlands
Economy
You are supporting a fraud car rental company!
Dear Sir/Madam, I am writing to inform you about a fraudulent company called "Italy Car Rent," which is damaging the reputation of your platform. Unfortunately, this company is promoted on your website, resulting in significant loss of time and money for customers like myself. Details: This company is deceiving people. Today, they invoiced me β¬315 for a scratch underneath a rental car's bumper that I did not cause. I am not alone in experiencing their scam; you can verify this by checking the reviews on Google Maps. Regrettably, this experience has made me very skeptical about using any services provided through your platform. As you are responsible for your business partners and collaborators, I urge you to reconsider your association with this company. For your attention. Kind regards,
- Bergamo-East Midlands
- Economy
- Loss: β¬315
- Desired solution
Other
Donna K
Verified | Jun 18, 2024London-Malta
Economy
Extremely disruptive group of young males approximately 30
From the airport lounge to boarding the plane the group were loud rude insulting to staff and customers this continued throughout the flight then two of the males started to fight mid air the young lady Air Hostesses particularly one broke up the fight with exceptional speed which was of great reassurance for my husband and i as well as other customers- London-Malta
- Economy
Sharon W
Verified | Jun 18, 2024Glasgow-Malaga
Economy
Held on plane and 1 half hr wait
Technical problems delayed flight. Kept on hot plane and no refreshments handed out for over 4 hrs .When eventually took off there were hardly any provisions ie. No paninis no diet coke no ice and slim selection of hot food. The stewardess was banging the cabinets and there was no cold cans at all. They only had prosecco chilled- Glasgow-Malaga
- Economy
- Desired solution
Patricia Anne R
Verified | Jun 18, 2024Malaga-Manchester
Economy
I missed my flight because of the queue at passport control.
Flight FR3209 - 10.50 am Sunday 16 June 2024. I arrived at the airport as advised 2 hours before my flight. Security queues and passport control queue in particular were horrendous. I was advised B gates and then it came up it was C gates so I had to hurry and transfer across. There was no-one from the airport or Ryanair at the long queue asking people to come forward as they were going to miss their flight. When i arrived at the C desk the gate was closed. The person who invalidated my passport control stamp said I should have been at the airport at 6 am for a 10.50 am flight!! I changed my flight to 21.45 for the following day and they charged me 100 euro for this plus Β£36 pounds which I had to pay for a taxi as I missed the last train from Manchester airport to Bolton. I am 79 years old and feel I have been unfairly charged for something that wasn't my fault. I have travelled with Ryanair for many many years and never had a problem like this.- Malaga-Manchester
- Economy
- Desired solution
Refund
Anthony G
Verified | Jun 18, 2024Dublin-Porto
Economy
Told to pay additional baggage fee at gate
Ticker allows for 1 small bag (40cm x 20cm x 25cm) that fits under seat. My bag met those requiments but I was told I had to pay additional β¬46, even though I have flown previously with same bag on Ryanair (without charge)
- Dublin-Porto
- Economy
- Loss: β¬46
- Desired solution
Refund
Liviu-Vlad P
Verified | Jun 18, 2024London-Bucharest
Economy
Lack of respect for the Passangers during the period of time
Between entering the GATE 47 Check of documents, all the passengers were in the VERY UNCOMFORTABLE SITUATION of being forced to remain in A Que on the Stairs & on the tunnel of GATE 47, in unhuman conditions of HIGH TEMPERATURES and LACK of FRESH AIR for at least 30 minutes βΌοΈβΌοΈβΌοΈ- London-Bucharest
- Economy
- Desired solution
Apology / Voucher
Other
Timea U
Verified | Jun 18, 2024Tenerife-Treviso
Economy
Security check problems
I had a very unpleasant experience at the airport with a lady at a security check. Every year I travel to Tenerife to climb at least 3 times because we have an family apartment there. Before I went for the first time (in september 2022), I called the airline's information desk and asked if I could take my personal sport climbing equipment on the plane (a belt, climbing shoes, carabiner and quickdraws) in my cabin bag. I was told I could. Only with the rope could be a problem, but I took also that in my cabin bag on the plane without any problems the last time (november 2023). I always told the security check that I am a climber and that I had personal climbing equipment with me in my hand luggage and there were never any problems. Not this time in the direction from Treviso to Tenerife either. On the way back home, however, there was a lady with blonde hair behind the computer at the security check. The lady told me that she would not let me on the plane with the equipment because it was forbidden. I tried to explain to her nicely that I had the same equipment with me every time, but she didn't want to listen to me and very arrogantly interrupted me and said that it's not true, that I definitely didn't have the equipment with me at that airport because it wasn't allowed. She didn't want to debate at all, although I asked her nicely and suggested that I put my things in the cabin bag, which I paid extra, but she said that the only option was to go back to the check-in point and pay for my bag with equipment to be put in the lower part of the plane. Since the colleagues on the adjacent security check carried the same equipment as me on the plane in their cabin bag without any problems, I told her that I would ask her co-worker who worked on the neighboring check-in line for an opinion, but she did not allow me to ask anyone anything, but called a security guard who took me away. I didn't even have a chance to ask anyone's opinion or ask her to send a supervisor. At the same time, I should mention that my parents, who are scuba divers, also took the same carabin in cabin bag at neighboring check-in line and there was not a problem. My boyfriend, who was next to me, was so shocked by the employee's behavior that he forgot his watch and glasses in a box on a conveyor belt. The lady obviously saw this, and did not even warn him, though there was no one in line behind us. So the watch and glasses were left at the airport, which kindly put away for us and we will pick them up next time. Given that there are obviously double standards among employees, either your employee had a bad day or she is doing things her own way, because such behavior definitely does not belong in the workplace, I ask you to return the money I had to pay for extra check in luggage unnecessarily or otherwise resolve the problem.
- Tenerife-Treviso
- Economy
- Loss: β¬45
- Desired solution
Ibrahim H
Verified | Jun 18, 2024London-Memmingen
Economy
Discrimination
Dear .sir/madam I'm as a regular traveller with ryanair as far as I remember and always have been following the rules and restrictions policy of the airline. Where and when ever I decide to travel. 1st thing I would do is to go on to my ryanair website which I've downloaded for few years. Last time I booked my flight to germany Memmingen airport on 26th of may 2024 As usual I packed my small bag and went to Stansted airport check-in everything went smoothly. Our flight FR65557 gate 41. As a disabled man I walked slowly and reached the gate 41. Waiting in the queue around 12 noon one blond girl came checking tickets at the end among all passengers she came halfway in the queue and called me to following her towards front by checking and checked my small bag and talked me my bag is too big and I need to pay Β£46. I looked at her and told her . Look at the queue there were few passengers in queue had much bigger bag then me WHY dont you go check their bag? She replied. Do you want teach me my job? And started become aggressive. I think either she has problems with dark hair people or she is a RACIST!! Everyone in a queue watching us and the rudeness I was treated!!@ She really HUMILIATED ME infront of all passengers and ryanair colleagues. I didnt want to argue with here aggressiveness and I paid Β£46 The she put me back in the queue. I took pictures if her and video of queue to show few passengers had bigger bag then me and never asked them. When she saw me take pictures. She came towards me nasty angry way and told me why you taking pictures and videos? I replied. Because I'm gonna complain because of you been not nice. She ordered me either delete the video or you WONT be able to fly!!! She started getting more rude and aggressive towards me and told me give me your bag and I will put in airplane. But she already changed me Β£46 I asked for her full name.she refused to give me her full name and said its GEORGIA I have never ever been treated so badly by anyone and HUMILIATED infront of everyone. I rang customer service ryanair based in Holland and the apologised and advised me to write to you. And you can check the video at the gate 41 and see how nasty RACIST I were treated. I hope you will educate your members of staff like Georgia . Please please check the video and see it for your self how I were treated. Thank you for your attention Kind regards Ibrahim Hussein Sent from Outlook for Android
- London-Memmingen
- Economy
- Loss: β¬250
Kelly M
Verified | Jun 18, 2024Manchester-Fuerteventura
Economy
Fuerteventura
Myself and my son got spoken to by the lady boarding us onto the plane at Fuerteventura airport was awful towards me in front of my son, making out like Iβm racist when I went on holiday with my black friend. I had a dislocated wrist and couldnβt move the coat off my case, I couldnβt, the lady replied, Iβm not your slave as I said you can lift the coat, whilst carrying my 6year olds stuff, mine and duty free. Everyone boarded the plane, I asked to speak to a manager, the lady and man were laughing at me speaking in their own language. Not only was it embarrassing but my son had to witness that awful behaviour from two adults. The lady then charged me Β£96 for hand luggage, yet hand luggage was included. I tried explaining this to the lady, she ignored me and the man kept saying no English. They were so rude and disrespectful, I donβt fancy flying with yourselves again and doubt I will. Iβve been on three holidays since December and havenβt flown with yourselves since then. The holiday was booked with Love holidays, flights with Ryan air, we flew 30/11/2023, flight number HF66NNV - 07/12/23, Flight number RK3806. How people can have a job like they have when they treat people like that. I look forward to your response.- Manchester-Fuerteventura
- Economy
- Loss: β¬96
- Desired solution
Refund
Max P
Verified | Jun 18, 2024Bristol-Faro
Economy
Online check-in issue resulting in fee at airport
I was not able to check myself or my partner into our flight the night before our flight as I received an error message stating that I needed valid travel documentation in order to proceed with my booking (because I donβt have a UK passport). I then tried to check in at the airport 1.5 hours before our flight and the desk attendant stated that weβd need to pay Β£55 per person in order to get our tickets printed. I told them over and over again that the Ryanair app didnβt let me check-in but they still insisted that we pay Β£110 in order to check in at the airport. Staff were also very unhelpful in understanding our situation and didnβt suggest any ways for us to fix the problem as well as making it all seem like it was our fault.- Bristol-Faro
- Economy
- Loss: β¬130
- Desired solution
Francesca M
Verified | Jun 17, 2024Ancona-London
Economy
Check-in fine
I checked in on my app 2 hours before departure. However when I went to the airport the boarding pass did not appear. Ryanair made me pay a fine of 55β¬ and gave me a paper boarding pass. However on my app then a boarding pass appeared even if without seat assigned. I want to be refunded as it is clear that I did check in on my app and that something went wrong on the app for no fault of mine- Ancona-London
- Economy
- Loss: β¬55
- Desired solution
Refund
Graham B
Verified | Jun 17, 2024London-Valencia
Economy
Charges
I arrive at airport to be told that my small bag which is well travelled is smaller than the two carrier bags various customers took on board , to this avail I was then charged each way for luggage , and a seat which was well publicised that the government had penalised you for ! I wish to have a full refund for both trips , I wish for consistency in bag sizes being controlled and until this is rectified I shall no longer recommend your services and follow this matter up with my local MP
- London-Valencia
- Economy
- Loss: β¬92
- Desired solution
Abbey J
Verified | Jun 17, 2024Palma de Mallorca-Manchester
Economy
My Flight was delayed and trapped on hot bus
My flight was delayed, but not only that, I was lead onto a packed, hot bus. Where we were locked in for 25 minutes at least , sweating , barely able to breathe. With no information , we were driven onto the run way , parked next to the plane on a bus with no windows, completely packed. There were people barely able to breathe, including myself, with no information about why we were kept there and not outside the plane. Was a vile experience that I hope nobody has to go through again. Dogs die in hot cars, so why were 40 people crammed onto a bus and made to breathe each others hot breathe for 25 minutes. Not professional, not safe, disgusting treatment for paying customers.
- Palma de Mallorca-Manchester
- Economy
- Desired solution
Apology / Voucher
Christine R
Verified | Jun 17, 2024Liverpool-Alicante
Economy
Luggage was damaged, Liverpool
I was booked on flight fr 57 Liverpool to Alicante. My luggage I took with me was within the specified measurement. I was told my walk on case was to big? I was asked to place it in the case measuring guide , it fit in perfectly well , an attendant was shaking it roughly, I retrieved my case only to find it had been scratched on the top (pictures provided) I feel I should be compensated for the damage- Liverpool-Alicante
- Economy
- Desired solution
Stephanie H
Verified | Jun 17, 2024Malaga-London
Economy
When we left the plane at Stansted, ther was no one telling.
As my mum, dad and I disembarked from flight FR8165 Thursday 13th of July at 10pm at Stansted. There was no one to tell us where to go. As we we looking for direction, my mum tripped over a pile of pushchairs on the tarmac. I could see that she had broken her left knee. An ambulance and the fire service attended and eventually my mum was moved to the ambulance and then transferred to another ambulance to be taken to the hospital at Harlow. My mum has sustained a very nasty break of her knee. It has split into 3 pieces and she has had to have it screwed together in surgery. She was fully independent before this accident and the prognosis is that she may not walk properly on her left leg ever again. The lack of Health and Safety was diabolical as soon as we got onto the tarmac. No one was directing us. We had no clue where to go until I eventually saw the bus. The pile of pushchairs were not lit up and I have photographs which show this. There wasn't anything cordened off for safety. This experience has been awful and my mum is still in severe pain in hospital. I would like a response from this message asap and I want to know that this has been reported please.
- Malaga-London
- Economy
- Desired solution
Carys N
Verified | Jun 17, 2024Manchester-Brindisi
Economy
I booked a car through Ryanaire from Brindisi Airport
The car was booked through Noleggiare from 12/09/2022 to 23/09/2022. This week, nearly 2 years later, I have received notice of a fine, for β¬172.78 for continuing to drive despite the traffic light ban on 22/092022. The date fits with our holiday but the rental company does not. Mobyrent is mentioned on the form which appears to be a German company. I would be grateful if you could let me know if this is genuine or a scam.- Manchester-Brindisi
- Economy
- Desired solution
Other
Dway M
Verified | Jun 16, 2024Rabat-London
Economy
I was forced to check-in my suitcase and pay
Flight RK1365 on the 15 June 2024 @ 21:00. Which I may add was delayed. The above flight I was forced to check-in my hand luggage and pay for, which I had paid for already when booking my flight. With the priority boarding included. When I asked the lady at check-in why? "She said the bag was too big" but didn't let me place it in the dimensions checker. It's clear they're just out to rip passengers off and I'd like my money to be refunded by Ryanair.- Rabat-London
- Economy
- Loss: β¬47
- Desired solution
Refund
Apology / Voucher
Tom J
Verified | Jun 16, 2024Palma de Mallorca-London
Economy
Rude Staff at Gate
Boarding for the flight was delayed at the gate and there was no communication by the members of staff. Upon speaking with the members of staff that were they explained they were waiting for crew. When I asked them to explain when the crew would arrive and an expected boarding time they all looked at eachother, and turned their backs on me. I explained my 2 children have special needs and would like an indicator of what is going on in order to comfort them and was given no explanation. When we did finally come to board the flight, we joined the priority queue (as we had priority boarding), however the non-priority queue boarded was put through before we were. When asked about the reason for this, the staff said that we had joined the queue late, however this was not the case.- Palma de Mallorca-London
- Economy
Anne D
Verified | Jun 16, 2024Alicante-Teesside
Economy
Flight attendant wouldn't allow me to buy water
16/6/2024 we were on the 6am flight. I needed to take medication so I wanted to buy a bottle of water. The flight attendant would not accept my barclay card - or euros, or sterling. She said I would need to pay by credit card - which I don't have. I'm disgusted - the attendant could see I needed assistance- I am obviously disabled and I am now in bed, in serious pain because I have gone 3 hours over for my medication and I am dehydrated into the bargain. Why would the staff not help me? I will not be give your airline a favourable review- Alicante-Teesside
- Economy
- Desired solution
Refund
Ayana M
Verified | Jun 16, 2024Malaga-Charleroi
Economy
extra charge for the lagguage
Hi, my name is Ayana Moylan, and I wss flying with the onboard bag which I never had a problem with. This time my flight was from Malaga airport to Brussels, flight-FR1915, 15 June 2024. I was charged 48 Eur, even my bag fit in the rack and that was the smaelles bag you can imagine and I never had a problem with my bag before. The stuardess was rude and didnβt want to hear anything.Her number is 478326.
- Malaga-Charleroi
- Economy
- Loss: β¬48
- Desired solution
Refund
Apology / Voucher
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