Ryanair website problems making it impossible to re-arrange flights online

jameszx1fn0q2rc

We have been trying for days to change our Ryanair flights to next year due to Covid 19 as we cannot quarantine for 14 days due to work commitments. Despite multiple attempts with Paypal, different credit cards, computers and browsers the payments have been declined or just timed out and returned us to the original page. We continued to attempt to solve this online as each time we tried to get through on the phone the wait time was extreme and working from home with 5 kids we could only try to resolve in the evenings. 

Unfortunately the website problem persisted right up to our flight time this morning and when we finally got through on the phone, they said we would have to go through as a "no show". The manager we spoke to was completely unapologetic to website issues and basically accused us of not trying to re-arrange the flights which couldn't be further from the truth. 

We are now out of pocket for 5 return flights to Spain and are looking for a solution. Does anyone know what rights we have if any? I've made our written complaint to Ryanair so we can then take this to an ombudsman. We would be grateful for anyone may have.

 

[Deleted User]

Oh what a nightmare!   Do you have any proof of when you first started to attempt to move flights?  Any screen shots, any response from them?     Did you send any messages through the 'my account' section on their website?   I assume this is where you were trying to rearrange?    

Yes, send your complaint to Ryanair (others may know the best address to do this) send it via email and post and get proof of posting.   Send more than one and keep copies for the ombudsman.   Do you have insurance?   Check your insurance policy because you may be covered for not travelling against FCO advice.     You could even try your bank although because the flights went ahead you may hit a wall with them but you can only try!   

Everybody knows the problems people are having getting through to airlines and agents but it is a bit suss that the time you get through is the time you should be boarding!