Mijn Klacht:
Dear Ryanair-team,
With the reservation number RG18VR I bought 2 retour tickets to fly from Eindhoven to Venice.
Our plan was to fly on 1st December until 3th December 2015.
We were looking forward to have a romantic city trip and made all necessary reservations in Venice (hotel, museum, restaurants).
On the day of our flight we tried to login online, unfortunately without any success.
We have contacted the customer service on 1st of December in the morning (tel. num 0900-040 1396) and I spoke with a customer service representative who could not find our reservation in the system.
After our reservation was finally visible, we could not check-in online or make any changes/preferences in our order, so we went to the airport with the expectation that we can check-in and fly directly to our destination.
As we are flying on a frequent basis (preferably with KLM), we have never experienced any problems with check-ins or any unexpected surprises which we unfortunately faced with Ryanair.
When we arrived to the airport, lady at the service desk told us that we must pay €90,00 (€45 p/p) so that she could print our boarding cards for our flight which departed in 1 hour.
We explained many times the problem which occurred while checking-in online, and we were shocked by the fact that we had to pay a this absurd sum (more expensive than our ticket itself) just for the help at the airport.
No one informed us in advance about this ridicules fee for checking/in at the airport: NOTHING is mentioned about this fee on the flight conformation RG18VR which we received by email, neither customer service representative on the phone informed us regarding this fee.
While talking to different Ryanair representatives, my partner was able to check-in on her smartphone, but it was only possible to check in for a back flight of 3rd December.
We went again to client service desk, unfortunately they could not help us since the boarding was finished as departure was within 25 min.
We were not able to catch our flight, so with the tears in our eyes from all these disappointments we were standing at the Eindhoven airport unable to celebrate our planned holiday.
We were not able to rebook our flight either as the next possibility was only in two days (on Thursday) and in this case we were also asked to pay additional €100.
Because of above situation, we did miss our hotel, so our money just gone.
Our short holiday was completely ruined because of Ryanair’s issues. For the first time we bought tickets at Ryanair, and with this bad experience it might be the last time if no solution will be provided.
We want to ask you friendly to change our flight to a new date without any additional charges.
Otherwise please refund us for the flight and additional hotel charges which are €100. Refund can be done to IBAN: NL29ABNA0589XXXXX5 | BIC: ABNANL2A on the name of S. Mehra.
Awaiting of your reply within 5 days.
Kind regards,
Sodhir Mehra & Anna Kozubenko
11 December 2015
Gewenste Oplossing:
Wanneer ik mijn geld terug heb ontvangen van Ryanair
