Contacting Ryan Air - help needed x

emmamac1970

Hi All, I wonder if you could help me.

My parents went to Majorca last Saturday with 2 grandchildren and are due to return this Saturday. They booked their flights with Ryan Air and, on arrival at Manchester Airport, an error was spotted on the booking, a name was wrong. My mother was responsible for the error and therefore paid the £160.00 asked of her.

They were issued with the necessary paperwork for the flight out and were assured that an e-mail would be sent, which would need printing off, to allow their return to England. No e-mail has been sent and my parents have spent the whole of their holiday worrying about how they are going to get home. They have asked for my help.

I have tried numerous e-mail addresses for staff at Ryan Air (found on the internet) but have not had the courtesy of a reply. I understand that they may not be able to discuss my parents booking with me, so I have also e-mailed them from my mothers e-mail account - the one which Ryan Air sent the itinerary to prior to the holiday - but again, no reply.

My mother has e-mailed me saying she is desperate, but I am at a loss as to what else I can do. Has anyone any ideas?

Thanks for taking the time to read this.

mynameistallulah

Stop emailing and ring them!

Was the £160 for a new ticket or a name change? Did the amended ticket have a different reference on it?

emmamac1970

Thanks for the reply. I did think about ringing them, but was worried about them not wanting to discuss anything with me as I am not even on the booking.

I'm really grateful that you questioned if it was a new ticket or a name change. From the distressed message I got from my mum I'd assumed it was a name change. But you're right, it could have been an amended ticket, which would mean a different reference wouldn't it. I just haven't been thinking straight because she's so worried and I'm worrying for her! lol x

I'll get back in touch with her and find out more details. Thanks a lot for replying x

mynameistallulah

An amended ticket (i.e. just a name change) would not lead to a change in reference. A new ticket would - and this is where you may have a problem. On Ryanair strictly speaking you buy two single tickets. If they have issued a new ticket, as the outbound was now invalid, they may not have done anything to the "return".

Can you log in to the booking, and check if it has been sorted on there? Was it an obvious mistake, or a complete name change?

(Excuse all the mixed up terminology - I think it makes sense?!)

Bob_the_Saver

emmamac1970 wrote: »

Thanks for the reply. I did think about ringing them, but was worried about them not wanting to discuss anything with me as I am not even on the booking.

I'm really grateful that you questioned if it was a new ticket or a name change. From the distressed message I got from my mum I'd assumed it was a name change. But you're right, it could have been an amended ticket, which would mean a different reference wouldn't it. I just haven't been thinking straight because she's so worried and I'm worrying for her! lol x

I'll get back in touch with her and find out more details. Thanks a lot for replying x

It it was me (and I was female which I am not) I'd arm myself with all the details including her DOB, passport number, Exp date etc card it was paid with and phone them pretending to be my mum using Skype rather than trying a 3 or 4 way solution.

emmamac1970

Thanks again for both your replies. I am now awaiting further information from my mum.

I can't log in to her booking, to check if the details have been changed there, without some digits off the card she paid with. If it hasn't, I will ring them and pretend to be her - again I need all her details before doing so. I feel so much better now I have a plan of action!

I would like to say it was an obvious mistake that she made, but she got the surname of her grandaughter completely wrong! Long story, but to cut it short, my neice is known by one surname - but legally has another. My mother wasn't aware that her name change hadn't been done by Change of Name Deed and therefore the name on the booking didn't match the passport - aaaaarrrgghh!!

Thanks again for your help. Much appreciated.

I will let you know the outcome x

Bob_the_Saver

emmamac1970 wrote: »

Thanks again for both your replies. I am now awaiting further information from my mum.

I can't log in to her booking, to check if the details have been changed there, without some digits off the card she paid with. If it hasn't, I will ring them and pretend to be her - again I need all her details before doing so. I feel so much better now I have a plan of action!

I would like to say it was an obvious mistake that she made, but she got the surname of her grandaughter completely wrong! Long story, but to cut it short, my neice is known by one surname - but legally has another. My mother wasn't aware that her name change hadn't been done by Change of Name Deed and therefore the name on the booking didn't match the passport - aaaaarrrgghh!!

Thanks again for your help. Much appreciated.

I will let you know the outcome x

Good luck.................

emmamac1970

Just a quickie to thank you again for your advice and let you know its all been sorted. I rang Ryan Air (as suggested) and didn't even pretend to be my mum! They did ask some security questions, but thankfully I new the answers lol xx

Anyway, its all sorted. Following the telephone conversation I went into the "bookings management" and its definitely all done correct now. All that is needed is for them to print their boarding passes off in Majorca - but I can't help them with that lol x

Thanks again x