East Midlands Airport Missed flight - where do I stand?

Hello123_2

Hi, after some advice as to where I stand.


Flight 6am Saturday morning.


Checked in online & printed boarding passes


Arrived at airport 4am. Dropped off baggage.
Got in queue for Security check. Queue mile long.


An hour to go - shared my concerns with staff - told us we would be fine and to wait, wouldn't be a problem.


45 mins to go - politely asked if we could go through - told cannot push in, everyone in same boat waiting to get through.


Passed security check. Got to boarding gate. Refused entry as less than 30mins until take off. Plane still there could see it. Explained we had waited in security queue for nearly 2 hours, told nothing they could do.


Went to help desk, no help at all. Many other passengers there in tears, getting irate as missed their flights too (to other destinations).




No refund or replacement offered.


Got suitcase back quickly which baffles me - no name tag on my case - would have had to scan? Time this took surely could have let me on?


Had to fly that day as had meeting following morning- only flights were from Gatwick. Had a friend drive me 150 miles (300 mile round trip for him) to get flight (cost £300 one way).


No trains running when arrived at destination as late at night.
Stopped in hotel at airport. Missed meeting.


Yes it was RYANAIR.


Where do I stand? Any help appreciated, never been so upset!


Thanks

blindman

In my opinion the problem lies with the airport.

Contact them for a refund.

Hello123_2

blindman wrote: »

In my opinion the problem lies with the airport.

Contact them for a refund.

Thanks.


They have told me to put a complaint in writing.


Are they the ones responsible for the Security staff then?


Where would I stand with the cost of the other flight tickets, Fuel to Gatwick and additional hotel needed other end?


Thanks in advance

blindman

Hello123 wrote: »

Thanks.


They have told me to put a complaint in writing.


Are they the ones responsible for the Security staff then?


Where would I stand with the cost of the other flight tickets, Fuel to Gatwick and additional hotel needed other end?


Thanks in advance

IMHO they are responsible for for all landside operations.

They should ensure you have adequate time to get through security if you arrived with plenty of time.

Claim for ALL costs.

Hello123_2

blindman wrote: »

IMHO they are responsible for for all landside operations.

They should ensure you have adequate time to get through security if you arrived with plenty of time.

Claim for ALL costs.

Thank you, I will make a complaint. What do you think my chances are?

814man

Agree that its not Ryanair (or any other airlines issue here). The airport is directly responsible for the airport operations, however I'm also not sure that this will help you.
Your key bit is

They should ensure you have adequate time to get through security if you arrived with plenty of time.

There is no definition of the terms adequate and plenty and these are generally left to your judgement to assess, along with other time consuming impediments such as potential traffic issues en route airport, missing train, getting lost in airport (we had a thread on this recently) and other issues that are essentially in your control.

Voyager2002

Appalling experience: sorry you endured it.

The security system is provided by the airport: Ryanair are a customer of the airport. They demonstrably failed to provide the level of service promised: in the first instance I would send them a polite note with an itemised account of all the costs that you suffered as a result of their failure (including the trip to Gatwick; the value of your friend's time; your time...).

If they refuse, take legal advice. They might argue that it was Ryanair who was their customer rather than you, while there might be an argument that they were acting as an agent for Ryanair providing airport services to you, making the airline liable.

steve1500

Which airport.


We had something similar last month at Manchester, but every 10 minutes they came round saying if you were due to fly on or before a certain time, go to the front of the queue.


The consensus was, that if it was the Airports fault not enough security and the flight was delayed through having to off load hold luggage etc, Airport would be liable.

Hello123_2

East Midlands Airport.


We asked at least 4 times - he said everyone is wanting to get through so wait patiently.


Honestly heard a manager briefing her staff about the security queue.


At least 20+ passengers at the help desk having missed their flights to Spain & France.


We though 2 hours would be adequate from a smaller airport, early morning & already checked in/printed boarding passes.


Would be interested to hear if anyone else has been in this position and will certainly keep you updated.


Thanks for all the advice so far.

melb

we had similar experience to the poster above yours about Manchester. We were flying from leeds/bradford and becoming more and more worried about missing our flight. We were stood waiting to check a bag in but there were airport staff asking "anyone for the flight to such and such a place come to desk no such and such" so they were taking charge of making sure as much as possible that the most urgent were being seen to first. Good luck with your claim

Caz3121

I travel every week and security can be a real pain at times although have not experienced what you did. I would have been tempted to spend the £3 on Express Lane http://www.eastmidlandsairport.com/emaweb.nsf/Content/ExpressLane although even on that site it states
"Please note we cannot guarantee a maximum or minimum queue length or time. All passengers are subject to the same security procedures and regulations and we therefore recommend that you allow enough time for the standard security and x-ray screening. East Midlands Airport is not responsible for any passengers who miss their flight because they did not allow enough time to go through the check-in and security process."
It is back to "what is enough time?"...surely 2 hours should be plenty!