Mijn Klacht:

I would like to complain about the way we are served at the Lisbon Aiport at June 30 2015.

First, I always travel with RyanAir, never had any troubles and always being served well.

For this holiday I once again booked my ticket at RyanAir.

Our holiday (3 persons) was from June 22 until June 30.

We flew from Eindhoven airport to Porto (June 22) and we should go back from Lisbon to Eindhoven (June 30).

At June 30 we had a flight (flight FR3092) at 18:25 local time. Reservation no CFEDSI.

We arrived on time at the T1 terminal, where we turned in our rental car. This was around 16:15.

Then, we had to go with a shuttle bus to the T2 terminal, where RyanAir is located.

When we were there at the bus stop, there were hundreds of people waiting for the shuttle bus.

This bus only drove once a 30 minutes, so it was crowded with people over there.

There was not enough room for all those people.

Because we had to check in our suitcases, we tried to get a taxi.

Unfortunately the queue for the taxi was very long.

All those people who didn’t get on the shuttle bus , where waiting for a taxi.

It was chaotic and unorganized, and also very hot.

Then, we asked a police officer what was going on, because everywhere were people with suitcases standing in line, waiting for something.

The police officer then explained there was a bag somewhere, uncontrolled.

So they didn’t want to take any risk in case of a bomb or something.

This was the reason for all the people stranded at the T1 terminal.

We then just got in line for the shuttle bus and tried to get on it.

Meanwhile, it was 17:30, and we missed one shuttle bus, because of the crowded place at the bus stop.

I got on to the next one, while my friend and girlfriend didn’t manage to get into the bus.

I squeezed myself into the bus, just to get on time at the check-in desk.

The shuttlebus did have to take a different route, because the place was crowded with police officers and police cars, because of the lost bag.

Normally, the bus is in 10 minutes at the T2 terminal, now, it took 20 minutes.

Also, the bus had to stop once to let all the special forces trough (ambulance, police, secret service).

So, with enormous delay I finally arrived at the T2 terminal at 17:50.

I knew it would be a couple minutes too late because of the fake bomb attempt.

But I had good feelings that RyanAir could handle this and let us trough, because of the circumstances.

I also knew the check in desk would be closed 40 minutes before flight.

But, fortunately the flight was delayed and the new estimated time was 18:35.

So, I had good hope that the check in desk would still be open, and that RyanAir was already in contact with the airport about these circumstances.

I ran to the check in desk, and tried to check in my suitcase.

Unfortunately the man behind the desk would not help us, because they were just closed!

I explained about the ‘bomb’ situation at the airport and that we were waiting for like 90 minutes to arrive at the T2 terminal.

The man behind the desk said he could not do anything for us.

I also said I was only a couple minutes too late and there will be more customers with this typical situation, and that we could not do anything about the situation.

The man behind the desk only said it was too late and said they have to close 40 minutes before takeoff.

So, then I said, well the time has changed from 18:20 to 18:35, so technically you should stay open until 17:55.

But the man behind the desk, not working for RyanAir I think, was not in the mood to help us further.

Then, a couple minutes later my friends arrived and again, we talked at the check in desk.

But again the man behind the desk did not want to help us.

The only thing we could do is take our suitcase with us, through the customs.

We were a little stressed, and we decided to take our suitcases with us.

So, at the customs we faced another problem.

We could not take liquids more than 100ml with us.

This means we had to take several things out of our suitcases, also a couple of valuable wines.

For us, this was no option. So we didn’t pass the customs.

We then got back at a desk where they could help us, some kind of information desk.

Unfortunately there was nobody from RyanAir.

There was a man, who was from the airport and all he could do was give a number from RyanAir.

We decided to call RyanAir Customer Service (0044 871 246 0002).

We talked to a manager who couldn’t help us, because of the time restrictions and so on.

Only option we had was to buy a new ticket for ridiculous prices.

We think it is totally unacceptable to provide this low kind of service.

I work at a travel company, and we never had this kind of problems.

If so, we provide assistance and service. But in Lisbon, we were just on our own.

We talked at the information desk and he could book us on a flight later on the evening for almost 600 euros!!

So we were furious about the lack of flexibility, services and alternatives.

In the meantime, we knew the original flight was not an option.

And it was almost 19:00 with all the talking and telephone calls.

It was just a little effort to put our three suitcases on the rolling band.

My girlfriend cried, I was dead angry and my other friend tried to get in contact with RyanAir.
But, this is even more crazier, the customer service closes at 19:00!!!!

So nobody was there to help us.

Absolute unacceptable. This is the reason I never fly with RyanAir again.

I know they have some restrictions for the check in desk.
But this kind of circumstances with a bomb somewhere in a bag, and the whole airport (T1 and T2) crowded with people is not our fault.

You have to communicate with the different authorities and organizations.

If there was somebody to talk with us, representing RyanAir, it already was a little bit nicer.

Now, we had no talking point, no idea what to do, and nobody wanted to help us.

We had to book another flight, one day later. Of course, not with RyanAir.

I write different blogs about airlines, and travel companies. I hope you can come with a good answer, otherwise I already know what my next blog is about.

I hope you can come with a reasonable compensation for me and my friends.

And please explain also about the time of check in, because we were 45 before the estimated time of departure.

Because the flight was delayed, I assumed we had some time left. But obviously not, said the man behind the check in desk.

We made extra costs for flight, taxi, hotel, dinner, breakfast, lunch, parking costs for one day with 3 persons.

So you can imagine it was quite an expensive extra day.

We are not happy about RyanAir, the lack of information, the service on telephone and the non-appearance of a RyanAir agent at the airport.

All because somebody at the check in desk did not want to let our suitcases through, because of 5 minutes.

I am looking forward to your answer and type compensation,

Kind Regards,

Ricardo

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