Good Afternoon,***A while back I used the great feature of "hold fare" option to book f...
GetHuman-jamesqu's customer service issue with Ryanair from November 2018
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Good Afternoon,***A while back I used the great feature of "hold fare" option to book flights to Poznan in May. There where * of us going and we were confirming availability so felt that the £**.** price to hold the price for ** hours was money well spent. When I tried to do this (B*PR*X reservation) at the last section I received an error message stating there was an error. I tried again but still an error occurred. I then called in and the agent I spoke with said the card had been declined, I advised that it did not say that and in fact I had money in the account to cover the cost. She said it had definitely declined and I would need to try again. I did this and it seemed to work. However I then checked my bank account later to see two charges of £**.**!**I logged in later to book the flights (B*PR*X reservation) and the same thing happened which there was an error (please see screenshot below) I called in and was advised that it had declined. I stated that this system error had also happened this morning. The agent said they could refund the £**.** for me but could not help regarding getting the fare price back, and then transferred me to his manager. The manager then stated that he could see that had happened but could not refund the charges or give me the hold price, and that I would need to make a complaint online for them to do this as it was a error online.**I have now paid £**.** x * plus had to pay £***.** (Booking ref X**HTJ) to book these flights, when my hold fare option (Booking ref G*DPPH) should have been £***.** and it is still well within the ** period (Please see screenshot below)***I was advised that I would be refunded both hold fares over the phone and to contact the online complaints to get the difference and hold fares refunded. I also had this complaint closed without anyone reading this, as I just got a generic email response that did not adress the issues. (complaint *******), I would be looking for the * hold fares to be refunded (as promised but not done) and for the difference in air fares to also be refunded as this has been an error on your side that I have been punished for.****Thank you for taking the time to read this today.***Kind Regards***James Quinn
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Nov 1st, 2018 11:09am
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