Fly Ryanair and be Discriminated against if you are Disabled
GetHuman741625's customer service issue with Ryanair from June 2018
Help with my Ryanair issue
The issue in GetHuman741625's own words
I did get the baggage waivers required for return flight but I spent all weekend trying to sort this and all of yesterday trying to find information on batteries for devices eg wattage when all medical devices only publish Voltage * battery types also generally not available on product information and other issues like size and weight of disposables such as syringes, medical tubing, suction catheters etc. how many medical gloves they would be taking, even asked to provide medical evidence that the nurse accompanying family was competent to deliver suction tube feeds. I had to do hours of research on line, ring manufacturers, NHS personnel, weigh similar products etc. That does not include the long wait times on Ryanair special assistance telephone line queues. I finally got the waivers at **.** when the family are flying at **.** this morning. ... Booking Ref: RZDV*G*At **.** yesterday ** min call I spoke to Male adviser on special assistance re family travelling with disabled child (** months) & nurse. Late booking for urgent family reasons. Adviser very helpful on phone but letter re baggage waiver for medical supplies * equipment & assistance through airport via mobility assistance did not get emailed to customer within the hour as promised. Nightmare for family to negotiate this morning for **.** flight to Fuerteventura: flight no FR****. What went wrong? The family really deserve an unequivocal apology. Bad enough travelling at short notice with disabled child for urgent family issue, without having a great deal of hassle loadecin top. *Need to arrange same support requested for return flight on **.**.**. Booking number: RULL*Z Lead passenger Sebastian Steinhauser. They also need assistance to add disabled daughter to this booking as they have been unable to amend online. He can be contacted on S*****@***.com*I am sending this on behalf of family as the child’s case manager assisting them. Look forward to response & assistance re return flight for this family, Gill Walker, BNurs, PFCE, RGN, RNT, DN, HV
No apologies just officious treatment on Sunday by Amjar and his supervisor Sammy. Every time I have called I have been told different thing were possible * not possible, and asked for different information on products. Each time I gave all the information I was asked for including on the outward flight, when I had a very polite Irish adviser assist me who checked with his manager at least * times about various issues and told me that the waiver letter would be sent to the lead passenger. I asked Sammy about why this had not been sent for the outward flight and was told because I had not given all the necessary information, when I answered every single question I was asked. I also had to repeat all the information about the medical equipment the family would be carrying during every single phone call. I am very anxious about whether the family will have any difficulties when they check in this morning as the Ryanair special assistance service has been appalling (apart from the Irish adviser on Friday who tried his very best to help me and was polite). They have no idea that my client will be charged a great deal of money for the time spent by myself on trying to sort this out as I am a self employed case manager instructed by their solicitor to support and coordinate what the disabled child and their family require. Many times more than the cost of their flights. I am a nurse and I found it took hours imagine what a lay person would feel like - they simply would not have been able to get the level of detail about the products I was asked for. They may not realise it but I believe the treatment and handling of these attempts to get assistance for my client to fly to visit family is in Breach of the Disability Discrimination Act the EuropeanAccessibility Act and the UN Convention on the Rights of Persons with Disabilities
An unequivocal apology to the family. Shorter wait times for special assistance calls to be answered. Clear published guidance on what exactly they require concerning flying with medical equipment, devices, consumables that is REASONABLE and does not require people to spend hours trying to satisfy their demands for huge amounts of difficult to find information.
This client has relatives in Fuerteventura so will need to visit again and I believe there are only * operators that fly direct there. I will be the person who supports this family to go and visit there again. So if they want to keep custom and not have me advise the client to go to the other operator, they should do something appropriate.*I (and my other case management colleagues in the independent sector whom I will communicate my experiences to) also assist other disabled people to go on holidays so potentially they could have many bookings...... or not.
I tried to ring the Civil Aviation Authority ..... but they were not available when I needed them (restricted days * times to call them)
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