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  • FIRST POST
    flazzi
    0 WOW
    Book wrong ryan air flight, not my fault
    • #1
    • 5th Jan 12, 8:47 PM
    0 WOW
    Book wrong ryan air flight, not my fault 5th Jan 12 at 8:47 PM
    Hi All,

    Appologies if this has already been covered couldn't see it in any of the forums. I have just bought my flights for this years holiday and had 2 browser windows open. The flights I wanted and the ones I compared with. Using the correct browser with the correct flights I completed the sale when I have checked the 'other' flights are the ones I have purchased.

    This happened about 20mins ago, the cost of changing on there website is 200 which is more than the flights themselves. There call centre is closed till tomorrow and is no doubt going to cost me a ridiculous amount with there premium number.

    Can anyone offer me any advise on how to deal with this and if anyolne else has had a similar problem?

    Legally where do i stand, these are not the flights I wanted or purchased but proving this is going to be nigh on impossible, is the oman on me or Ryan air to prove who made the mistake?

    Thanks for the help
Page 1
    • Doozergirl
    • By Doozergirl 5th Jan 12, 8:54 PM
    • 23,186 Posts
    • 65,111 Thanks
    Doozergirl
    • #2
    • 5th Jan 12, 8:54 PM
    • #2
    • 5th Jan 12, 8:54 PM
    Hi All,

    Appologies if this has already been covered couldn't see it in any of the forums. I have just bought my flights for this years holiday and had 2 browser windows open. The flights I wanted and the ones I compared with. Using the correct browser with the correct flights I completed the sale when I have checked the 'other' flights are the ones I have purchased.

    This happened about 20mins ago, the cost of changing on there website is 200 which is more than the flights themselves. There call centre is closed till tomorrow and is no doubt going to cost me a ridiculous amount with there premium number.

    Can anyone offer me any advise on how to deal with this and if anyolne else has had a similar problem?

    Legally where do i stand, these are not the flights I wanted or purchased but proving this is going to be nigh on impossible, is the oman on me or Ryan air to prove who made the mistake?

    Thanks for the help
    Originally posted by flazzi
    The same thing happened to me. I had outward and return flights on two browser windows. I put everything in for the outward flights but it booked our return! Luckily I noticed before I went to book our return so I ended up just booking our outward journey second. I'm afraid I didn't have to deal with them, so can't offer help, but I do sympathize.

    I've done it before with another airline (their website returned to default 'All London' when I hit the back button) and I accidentally booked us back to the wrong airport. That airline were very helpful and changed us to the right flight, but then they weren't Ryanair.
    Everything that is supposed to be in heaven is already here on earth.
    • eldaniel
    • By eldaniel 5th Jan 12, 8:55 PM
    • 224 Posts
    • 90 Thanks
    eldaniel
    • #3
    • 5th Jan 12, 8:55 PM
    • #3
    • 5th Jan 12, 8:55 PM
    hi,
    I am not sure where do u stand legally, tbh is not very clear to me how did it happen and why it would be their fault.
    All I can advise if you have to call, dont call UK number. Call Irish number (through any VOIP programm) which is Irish landline.

    On one side I am glad there are existing because really flights are so cheap with them, but last time I got really angry.
    We have Ryanair Cash passport card (which is Mastercard). Then my wife was booking a ticker and chosed from the dropdown list (Ryanair Mastercard), transaction went through and they charged us 24 for 2 ppl both ways! Ryanair Cash passport was on the very bottom of the dropdown list and any other normal company would not let it through like that because you have chosen different card you paid with, but obviously Michael Olearry want to have coffin full of gold so that is not the case with them.

    Sorry I cant help you anymore.
  • flazzi
    • #4
    • 5th Jan 12, 9:00 PM
    • #4
    • 5th Jan 12, 9:00 PM
    Cheers guys, so frustrating but I will try calling the Irish number.
  • AnnFinn
    • #5
    • 1st Feb 12, 11:38 AM
    Same here
    • #5
    • 1st Feb 12, 11:38 AM
    Hi

    This has just happened to us. Last night we looked at flights from Birmingham Airport and then East Midlands Airport. We didn't notice that actually their booking systems are run by the same system. We entered and paid for flights from E Mids and received confirmation for the payment of the cost of the E. Mids flights, but then were told that the server was busy. This morning we received a confirmation email containing the details of the Birmingham flights.

    Customer services have admitted it could happen due to a technical error and that users shouldn't have two browser windows open at once (nowhere can we find this stated on the sites). However, they also basically said "tough - no refund". We were advised to send full details in an email, so we're now awaiting their response.

    I feel they are liable as they clearly have a system which cannot distinguish between different routes into it (despite very different branding on the two entry sites we used) and do not have a clear warning about not having more than one browser open.

    We're just hoping they'll respond well to the email we've sent as we really don't want the flights from Birmingham which is further away, has less luggage allowance and is Ryanair.
    • richardw
    • By richardw 1st Feb 12, 12:14 PM
    • 17,652 Posts
    • 7,167 Thanks
    richardw
    • #6
    • 1st Feb 12, 12:14 PM
    • #6
    • 1st Feb 12, 12:14 PM
    I think his has something to do with browser cookies.

    I always clear them and start with a fresh browser before booking anything.
    • malkie76
    • By malkie76 1st Feb 12, 12:21 PM
    • 5,316 Posts
    • 6,046 Thanks
    malkie76
    • #7
    • 1st Feb 12, 12:21 PM
    • #7
    • 1st Feb 12, 12:21 PM
    Indeed it is. Essentially it's still your PC sending data to their server systems, so sadly the user is at fault.
    • NFH
    • By NFH 1st Feb 12, 2:34 PM
    • 4,301 Posts
    • 1,405 Thanks
    NFH
    • #8
    • 1st Feb 12, 2:34 PM
    • #8
    • 1st Feb 12, 2:34 PM
    Regardless of whether you have cookies from two simultaneous browser sessions, Ryanair is at fault for incorrectly developing its web site to use the cookie instead of the referring page to process the booking. If you click on one page to complete your booking, their web site should recognise that you clicked that page and not on the other page you happen to have open. To complete the booking based only on cookies is sloppy development and tantamount to a bug. Make sure you get a refund as a result of Ryanair's web developers' incompetence.
    • richardw
    • By richardw 1st Feb 12, 4:37 PM
    • 17,652 Posts
    • 7,167 Thanks
    richardw
    • #9
    • 1st Feb 12, 4:37 PM
    • #9
    • 1st Feb 12, 4:37 PM
    You don't know a lot about web systems do you?
    Originally posted by copa feela
    Go on tell us a bit more copa feela.
    • Alisha2008
    • By Alisha2008 1st Feb 12, 4:40 PM
    • 1,039 Posts
    • 568 Thanks
    Alisha2008
    Make sure you get a refund as a result of Ryanair's web developers' incompetence.
    That's something I would like to see!!!!
  • mrdibby
    I've just become a victim of this flaw in their website. Have used the contact form on the website and will phone up tomorrow.

    Has anyone ever managed to get a refund / ticket change without fees following this?
    • Obviously the best
    • By Obviously the best 24th Jul 13, 10:18 PM
    • 4,024 Posts
    • 2,106 Thanks
    Obviously the best
    No, because it's the users fault not Ryanair's unfortunately. It's your computer, your fault.
    OTB

    Always happy to help (ba-da-ba-ba-ba ching ching)
    • ic
    • By ic 27th Jul 13, 11:42 PM
    • 2,462 Posts
    • 1,266 Thanks
    ic
    If you want to run up multiple quotes, use a different browser (e.g. IE and Chrome), or use the invisible/incognito mode of your browser, as this runs with a separate set of cookies.
    * my posts are made in good faith and only represent my own opinion, experience or understanding of a situation.
    • NFH
    • By NFH 28th Jul 13, 10:06 AM
    • 4,301 Posts
    • 1,405 Thanks
    NFH
    No, because it's the users fault not Ryanair's unfortunately. It's your computer, your fault.
    Originally posted by Obviously the best
    How is it the user's fault? As explained above, there is a bug in the web site whereby it uses cookies to identify which flight is being booked rather than using the referring page.
    • richardw
    • By richardw 28th Jul 13, 1:04 PM
    • 17,652 Posts
    • 7,167 Thanks
    richardw
    ...there is a bug in the web site ...
    Originally posted by NFH
    Is it a bug though?
    The website is designed to use cookies.
    Posts are not advice and must not be relied upon.
    • NFH
    • By NFH 28th Jul 13, 5:07 PM
    • 4,301 Posts
    • 1,405 Thanks
    NFH
    Is it a bug though?
    The website is designed to use cookies.
    Originally posted by richardw
    Yes, it's fine for the web site to use cookies, but not for the purpose in which they are being used in this scenario, which is why the bug occurs. Clearly if the user clicks on a button to book a particular flight that is displayed on a page, then only that flight should be booked and not a different flight that happens to be concurrently displayed on another page. It is not unreasonable for a user to have two pages from Ryanair's web site open concurrently. The design defect in Ryanair's web site is that it is using cookies, rather than the referring page, to determine which flight should be booked. Affected customers should contact their card issuer and dispute the transaction.
    • budgetflyer
    • By budgetflyer 28th Jul 13, 5:26 PM
    • 5,598 Posts
    • 3,585 Thanks
    budgetflyer
    For some, 2 windows open is to try and book more seats than are in a particular price bucket.

    fair enough,if you did not previously know about it, then i can sympathise, but once you know there's an issue, why repeat it ? as one poster above did.

    There might be a hole in the pavement. You know its there. The council should have fixed it. They didn't. You fall down the hole.That makes you stupid imo.
  • GB99
    This happened to me on Friday, resulting in me getting a completely different booking to the one that was open on the page in front of me.

    As NFH has stated above, this is purely the fault of Ryanair's poor website. The cookie they use to collect the flight details appears to capture whatever data was put in a specific field regardless of which page it was open in.

    e.g. You have 2 pages open. You type a name in the first, switch pages and then type a name in the second. You return to the original page, check it is what you wanted and submit your entry. Rather than the name in front of you, the cookie submits the name from the other page as that is the last entry in the 'name' field i.e. a totally different name to the one on the page in front of you.

    This is really poor web design and purely Ryanair's fault. In no way does it have anything to do with the user's computer as previously stated by a couple of posters. The user's computer is running Ryanair's code.

    Anyway, I got on to them and several phone calls later, pointing out what the error was and threatening legal action, they changed the booking at no cost to myself. I say at no cost, as in reality it probably cost me as much in calls as it would have to pay to have it changed. However, when someone on the end of a phone implies that I had booked something different to what was in front of me, it gets my back up!
    • richardw
    • By richardw 30th Jul 13, 1:39 PM
    • 17,652 Posts
    • 7,167 Thanks
    richardw
    Is the 'wrong' flight on the same page as you put your card details in?
    Posts are not advice and must not be relied upon.
  • GB99
    Is the 'wrong' flight on the same page as you put your card details in?
    Originally posted by richardw
    No, I put my card details on a page that had the correct flight details, correct names, correct additional purchases including insurance etc.

    The incorrect flight details were on another page but the cookie processed the details as I described above, so in addition to getting the wrong flight, I also didn't buy the other products.

    Their website design is actually worse than stated above but I can't be bothered to explain why. Suffice to say Ryanair's code was to blame which I assume is why they corrected the error without charging me.
    Last edited by GB99; 30-07-2013 at 1:59 PM. Reason: Terrible grandma
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