Ryannir dispute with luggage fee

luckybert

Ryannair are refusing to help, avaiation ADR couldn't help and nor could CEDR.

Is there anybody else who can help?

Basically their app wasn't working and I got charged to manually check in luggage at the airport.

heatherw_01

Hi, we move threads if we think they!!!8217;ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email forumteam@moneysavingexpert.com.

Caz3121

luckybert wrote: »

Basically their app wasn't working and I got charged to manually check in luggage at the airport.

I assume you are trying for a refund of the difference between what you paid and what you would have paid
Was there a reason you waited till last minute to try to add? was the app problem well reported? (I would expect if everyone was being charged more at the airport due to an app problem then the media would be all over this but google isn't coming up with anything) Did you have internet access to use the website?
You can maybe see why your complaint has not got very far

luckybert

My issue is ...........




I travelled back fro m Morocco on Saturday No v 11th and I checked in the morning on Ryanairs website but when I launched the app to get the boarding pass it would not open. I tried several times during the day and at the airport (in fact rig ht up to the last minute) but it never opened and I had to pay a fee/charge at the airport. I feel this is unfair as it was THEIR fault THEIR app was not working . It's the first time I have had to check in whilst on my holiday as I'm no t a frequent traveller but I do except the technology to work if it's there. It's very easy to say take a photo/screenshot o f the info or to get the hotel to print off the passes but I am on holiday for gods sake and shouldn't have to be doing all those things! I've sent my complaint to the complaints form and also live chat but they were unhelpful as was the rude girl representing Ryannair at Morrocco's airport. Right from the start she was after my money, pressuring me to pay or I'l miss my flight without allowing me to explain. Customer services is not the job for her. She just quo ted the terms of the company which I am well aware of but what can I do when the app isn't working . Somebody on live chat even told me it's not their fault it wasn't working !!!They also overbooked the flight so my hand luggage had to go into the hold. The flight booking ref is KTFYZW

jpsartre

You cannot use electronic boarding passes at Marrakech Airport, that's why the app wouldn't open them. Chalk it up to experience and fly a different airline next time if you don't like Ryanair's rules.

luckybert

jpsartre wrote: »

You cannot use electronic boarding passes at Marrakech Airport, that's why the app wouldn't open them. Chalk it up to experience and fly a different airline next time if you don't like Ryanair's rules.

1 - I wasn't at Marrakech airport
2 - Wasn't trying to use electronic boarding passes
3 - I was trying to open the app earlier in the day to check in!!

Chickabiddybex

luckybert wrote: »

I travelled back fro m Morocco on Saturday No v 11th and I checked in the morning on Ryanairs website but when I launched the app to get the boarding pass it would not open. I tried several times during the day and at the airport (in fact rig ht up to the last minute) but it never opened and I had to pay a fee/charge at the airport. I feel this is unfair as it was THEIR fault THEIR app was not working . It's the first time I have had to check in whilst on my holiday as I'm no t a frequent traveller but I do except the technology to work if it's there. It's very easy to say take a photo/screenshot o f the info or to get the hotel to print off the passes but I am on holiday for gods sake and shouldn't have to be doing all those things! I've sent my complaint to the complaints form and also live chat but they were unhelpful as was the rude girl representing Ryannair at Morrocco's airport. Right from the start she was after my money, pressuring me to pay or I'l miss my flight without allowing me to explain. Customer services is not the job for her. She just quo ted the terms of the company which I am well aware of but what can I do when the app isn't working . Somebody on live chat even told me it's not their fault it wasn't working !!!They also overbooked the flight so my hand luggage had to go into the hold. The flight booking ref is XXXXXX

It may well not be their fault it wasn't working. It could have been your phone. If no one else was having problems, the logical conclusion is that it was your phone.

You said so yourself the hotel would have printed it for you. "I am on holiday for gods sake and shouldn't have to be doing all those things!" I disagree with you here. This is just part of getting a flight.

(Also I wouldn't put your booking reference online if I were you)

Chickabiddybex

luckybert wrote: »

2 - Wasn't trying to use electronic boarding passes
3 - I was trying to open the app earlier in the day to check in!!

I'm confused - so you didn't check in at all? I thought you had checked in but just didn't have the boarding pass. You don't need the app to check in, you can just use their website on your phone. I fly with Ryanair frequently and I often check in on my phone without using the app.

It doesn't seem to me like Ryanair are at fault here. (As much as they usually are!)

jpsartre

luckybert wrote: »

1 - I wasn't at Marrakech airport
2 - Wasn't trying to use electronic boarding passes
3 - I was trying to open the app earlier in the day to check in!!

1. Regardless, mobile boarding passes don't work at any Morrocan airport. If memory serves me right, everyone has to get their boarding pass stamped before going through security.

2. Then what were trying to do?

3. In your post above you say that you checked in on the app and was trying to open your boarding pass.

Caz3121

were you flying from one of the airports below?

Does Ryanair have a mobile boarding pass service?
Yes. We accept mobile boarding passes on flights from the majority of airports on our network.

However unfortunately some airports cannot accept mobile boarding passes yet, these airports are:

Agadir
Essaouira
Fez
Nador
Oujda
Marrakesh
Rabat
Tangier
Kefalonia
Volos

Customers traveling from these airports must check in online and print out a paperboarding pass for their flight(s).

luckybert

I was travelling from Agadir yes.

The app wouldn't open but I have tried it since (in the UK) and it now opens.

Easyjet allow to to check in for your inbound flight from the UK and it's not something you have to do whilst on holiday (unlike ryannair) so I don't have the problem