We arrived on-time at the airport for our flight. We were told our suitcases where over...

GetHuman1136927's customer service issue with Ryanair from September 2018

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The issue in GetHuman1136927's own words
We arrived on-time at the airport for our flight. We were told our suitcases where over-weight and that we can move things around to lessen the weight. We stepped to the side and did that. Upon our return to the line we found that we were still overweight and would need to pay. *My friend went to join the enormously long line to pay the extra $, while I was getting my passport looked at once again. *At this point the same counter clerk told me that the baggage drop is now closed and that I would need to take my luggage upstairs-this turned out to be security check. *She asked if I had liquid in my suitcase and I said yes I had wine and my friend did in hers as well. She said okay, and pointed me in the direction of where I needed to go. *Once I got to security, they told me that I cannot take any liquids and to open my bag. I opened my bag and showed them what i had, but also explained that with my ticket I had paid for checked luggage for this reason, and my friend is paying the excess $ for the fact that her luggage was overweight due to the wine. **At one point, one security clerk said okay I can go through and the other said no, no and told me to go back and take my luggage back downstairs. **Having spent an additional **-**mins at check point of them going through my stuff and them discussing between each other what to do, and now sending me back downstairs, my frustration only grew. *I go back downstairs to the check in line and explain that security sent me back down. And another agent said it's too late, you won't be able to get on your flight you must go buy another ticket and pointed us in the direction of the counter. **We get to the counter and waited in line for another **mins and when we got there we were told we needed to pay ***euros each to change our flights. *We tried to explain what happened and the counter clerk just said if we have an issue go online. He didn't empathize, show compassion or understanding, just said go online. We ended up having to book for the much later flight, resulting in us sitting at the airport for **hrs. We had no choice as we had a hotel booked and other connections. **Additionally, we now had to move our train tickets around because of this later flight. **Ultimately we are looking for a refund of the *** euros we were each charged to change our flight and an additional ** euros each for having to change our other transportation, the difference of which we will have to eat the cost.

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Customer service issue
Reported by GetHuman1136927
Sep 13th, 2018 - 2 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 3249 others
0 customers following this
Items needed
Name on booking
6 Character booking reference
Email address used for booking


GetHuman1136927 started working on this issue
Sep 13th, 2018 8:44am
GetHuman1136927 shared this issue with friends on Facebook
Sep 13th, 2018 8:44am

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