Ryanair

YOUR COMMENTS Post your comments or and experiences of this company on the Sounding Board

A description of the good or service offered and what happened.
I recently made a booking with Ryanair flying from London Stansted to Rome Ciampino on Wednesday 19th March 2008 (Flight number FR3002). The flight was scheduled to depart at 6.10am.

When I arrived at the check-in desk at 5.32am aware that it should have closed 40 minutes prior to departure I assumed I had therefore missed my flight.
However, the agent at the check-in desk accepted me on the flight and proceeded with my admission.

By the time I had finished the check-in it was already 5.37, I then made my way to the Security Control/Departure Gates entrance.

The queue started from outside the actual Boarding card and liquids first control. I kindly asked if I could jump the queue but I was refused. By the time I passed the Security control including the footwear control it was already 5.56.

At this point I began my run to Gate number 54 (the last Gate of the Airport) without stopping. I arrived at this Gate at 6.05. The Gate was now closed and I was not allowed onto the flight.

I strongly believe that if YOU allow a passenger to a late check in, it is your responsibility to give them enough time to arrive at the Gate.

This situation put me under a great deal of stress having to go back to the help desk and having to speak to very rude customer service agents, who advised me to pay £257.62 to be able to get onto the next available flight.

I then asked to speak to a supervisor who tried to help me with my issue but I was then told that according to Ryanair terms and conditions I had enough time to arrive at the gate. Even though I had just explained that I could not in fact make it because the time given was just not enough to make it to that specific gate.

Following that conversation I then had to wait 2 extra hours to collect my luggage and missed the next flight to Rome, which luckily hadn’t been booked yet.

Later on that day I then managed to book Flight FR3006 to Rome Ciampino departing at 12.45pm. I had at this stage been in the Airport for 7 hours and missed a very important business meeting, thus resulting in a substantial loss of earnings.

YOUR COMMENTS Post your comments or and experiences of this company on the Sounding Board

What have you attempted to do so far?
I have written a complaint letter to Ryanair Head Office on 07/04/2008
I have received an email ofrom Ryanair on 18/04/2008
I have written 2nd letter to Ryaniar on 18/04/2008
i have received an email from Ryanair/Roxanne Pxxx on 24/04/2008
I have written 3rd letter to Ryanair/ ROxanne Pxxx on 24/04/2008

Why you feel your complaint has not been fairly or properly addressed by the company?
Because I believe I need to be reimbursed.

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