| Complainant: |
Peter
Holland |
| Town/City
of Residence: |
Colchester |
AN OPEN LETTER TO RYAN AIR
On Tuesday 25 September, I decided to book a weekend break in
Ireland with my Girlfriend.
I contacted Irish Tourist Board in London,who told me,that your
company operate a low flight service to Dublin.
I then spoke to Ryanair bookings and was given flights that were
available in October 2001.
Having consulted my diary for dates I agree to book Flight Fr225
leaving on 12 October 2001 at 15.25 from Stansted to Dublin and
returning back on 14 October Flight Fr292 at 21.35 From Dublin
to Stansted and proceeded to give my credit card details.
During this time I explained that I worked in a shop and asked
if she could hold on for few minutes while I attended to a customer
in my shop, she said, yes, and I proceeded to do so.
When I came back to pick up the phone there was no answer and
she had disconnected line .
I then tried to telephone back and all I got was the engaged tone
,during which time I tried again,again for about 1 hour,but still
could not get through. Finally when I did get through, the phone
was put down on me twice.
On the same day about 20.00 hours, I telephoned from home and
finally got through to speak to another Ryanair booking clerk,who
told me that as I have no booking reference the details are now
no longer on the computer and that the flights mentioned were
no longer available. I then asked to speak to a manager who was
rude and was not interested in my story and he said, that I would
lose my flight on that day if I did not re-book, therefore being
forced to take an early flight !!
Can you, Please tell me why for only a few minutes after leaving
the phone,that a member of your staff failed to continue to wait,
by the way, at my cost I may add, and also did not phone me back
with the booking reference .
I asked her to hang on for only a few minutes, and was astonished
to find she was no longer there.
I question the service that you provide when dealing with the
public,and the staff that are unprofessional in their behaviour
and unethical manner .
I hope that it is standard policy with Ryanair that these circumstances
are looked into, especially how I have been rudely treated in
this matter.
I ask that you reimburse me for the calls made after the original
telephone call to your office and head office in Dublin and Irish
Tourist Board which cost me money and time wasted.
Link to other Ryanair stories: Link
1 | Link2 | Link3
| Link4
RyanAir has been notified by email of this letter.
update 19 October 2001
We actually decided to send a Right of Reply by snail mail to Ryanair's
Dublin HQ That has prompted the terse reply on 10 October 2001.
See the Right of Reply column.
----------------------
1 November 2001
Mr Holland's comments:
I read the reply from Ryanair, and I have to say what a let down
as far as I am concerned at the very least they should reimburse
me for calls that I made that evening and the inconvenience caused.
-----------------------------------------
=================================
As a Ryanair Virgin a week ago I am now
another fully signed up, 'screwed customer'. My complaints?
the list is long and nothing new! I suspect as long as its' cheap
people will fly........
Denise mac... 27 June 2003
------------------------------------------
In january I booked a flight with Ryanair for July 2003. The
outbound flight was fine but the inbound was a different story.
We arrived at Dublin airport to find out their was no flight at
the time on my booking form it had left 5 hours earlier. Ryanair
said they had E-mailed us in February with change of times. We had
never received any such E-mail do Ryanair not have a returned mail
subsidary service and if so do they ever check them. I will not
be flying with this airline again.
Miss L Holdsworth ..
29 July 2003
--------------------------------------------
Is it possible for an international company like Ryanair NOT to
have
an e-mail address? I've looked everywhere and finally
found this. Can the person who receives this e-mail please pass
it on to the person who is responsible for dealing with unsatisfied
customers.
I received an e-mail from Ryanair, telling me that the company is
doing really well, making oodles of money and so they're now offering
"2 million seats" for various destinations at ridiculously
low prices from 1 Sept. to 30 November. I duly thought about a trip
home to Ireland from Italy where I live - prices are advertised
at £2 Stansted London - Bologna (Forlì) and the same
for Stansted Dublin. But could I find any such price?? Absolutely
not!
Nothing cheaper than £19.99...Can anyone tell me WHEN the
£2 fare is valid? I get that impression that rather than getting
cheaper, Ryanair is getting more expensive. That's certainly a way
of losing customers. Another question - Why don't you have any direct
flights from Italy to Ireland? Yours, Grainne Tierney
... 6 August 2003
----------------------------------------------------
I have looked everywhere for the Ryanair
e-mail address to mail and complain that I simply
want to look up a price for flights from Dublin to Germany and cannot
find any information except cheap flights for the month of May.
I just want to find out the cost of a return flight from Dublin
to Germany, and they dont seem to have a simple way on the web to
do this. Margaret Peters .... 9 August 2003
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Flight Number N13EAV I have
a flight on Saturday 6th September, I have been advised to call
Ryan Air to check that my flight time has not changed (the telephone
number I have called is 08712460000. I was on hold waiting for an
operator for 40 minutes and still did not get through in that time
so I hung up, I think this is unacceptable as I still do not know
if my flight is still on scheduled. Christina Normington
... 4 september 2003
-----------------------------------------------------
I have tried to confirm a booking
with Ryanair - have probably spent more money on
the phone calls than on the price of the air ticket itself. Have
been left on hold for an endless time and cannot understand why
a company who rely on the good will of customers cannot operate
an easy to use, quick to answer telephone enquiry line. Only flew
with Ryanair because only they operated the route I wanted at the
time I wanted. Next time I'll drive or get Eurostar. Mark
Thompson .. 16 September 2003
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---------------------------------------------
I had a very bad experience with their rude and unhelpful staff.
They have no idea whatsoever of customer service.
I'll never use them and I'd advise anyone else not to either. It
may look like a bargain, but it's a false economy.
William... 1 February 2002
--------------------------------------------
This just typifies the whinging old Nellie
syndrome so prevelant in Britain today. Why didn't he
wait until he was free to talk before calling reservations. I'm
sure that Ryanair reservations have better things to do than hold
on the line for someone who may not even bother coming back. Whinge,
whinge, whinge .
I think Ryanair is great and wish them continuing success
Tenn Keeze... 12 February 2002
--------------------------------
I have just spoken to a Ryan Air member
of staff, and am absolutely astounded at the response
I received from a supervisory member of staff, I was told I was
stupid and foolish to confirm by booking on-line without checking
that the info was correct, I made a spelling mistake? They now want
to charge me £15 to correct.
The service Ryan Air provide is totally unacceptable, this does
nothing to promote Irish companies. I will never do business with
Ryan air: you have been warned. Mr Nash....5 July 2002
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