Huge Disappointment with Ryanair Policies * Procedures * Customer Service
GetHuman-irenehe's customer service issue with Ryanair from May 2018
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The issue in GetHuman-irenehe's own words
First, I tried to get a refund. Then I gave up and tried to change the flight but charges are absolutely unfair as explained above. ... Demand for change without incurring the excessive fee. I've been trying to get a refund for the flight since unexpectedly my passport will not be issued in time, I have tried so by talking via live chat, telephone and sending complaint forms. **After having clear Ryanair do not emphasize with my issue and it's not willing to help by refudnding the amount, I looked at flights to try and make a change, then I found an insult the fees I was asked for. I paid £*** for the flight * £** for luggage, but when I try to change the £** paid for luggage were not counted, but for my shock, not only that, but there was also a fee of £** for the change of luggage which is absolutely outraging and in my opinion lacking moral and decency. Besides that the £** fee for changing flights is exorbitant. So, after failing in my endevours to request help and a refund in this company, I tried to change the flights so I do not lose £***, and what I find is that I would need to pay another £*** in order to do so, which means keep losing money so I can fly with your company. **I have been seeking for help in your Customer Services, and I have gone through from from live chat to complaint form, to telephone call (which you have to pay for). No-one would sort anything, they would just send me again to another live chat, or complaint form, or telephone number (which moreover charges you for calling) to just make me lose more time and obtain no solution to my issue. **I will definitely claim against Ryanair policies and Customer Service via a Customer Services Bureau if my request for help and sorting my problem by either removing change fees or refunding the flight total or partially is rejected again. I have dealt with Easyjet and many other companies and I never felt before so frustrated and unhappy with a comany and how their Customer Service and policies work. **I work with Customer Service, we also have policies and we know when a customer is this disappointed with us and it has complaint so many times we have to make the effort to amend things instead of leading to unsatisfacction and bad image. **Kind Regards,*Irene.
I have tried through all the ways and procedures, requesting please for help and being the most polite I could be, I have expressed Ryanair resolution would translate in if they care about a customer like myself and wanted to build loyalty or if they rather to make us feel like we are worth nothing, their answer chose the "we do not care" option.
As mentioned above, I expect to be able to change the flights without paying £*** fee (£** fee change * £** luggage fee) or to get a refund total * partial for my purchased tickets or to get a voucher for the value of my flights (or most of it) so I can buy tickets in the future.
Again, I have gone trough every form * procedure * contact I have been asked for. I did not lose my politeness and asked pleased for help from a humble and sincere position, despite I was feeling the company takes advantage of their customers and they were sending me to one and another making me lose time and without actually helping sorting my issue.
I tried everything. As mentioned, next step would be to claim against Ryanair via Citizen Adviser Bureau.
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