Ryanair broke my suitcase and i followed their procedures but they arent complying

janey2123

I am not sure if this is even worth it but actually they have been so bad in their processes that I think I do want compensation
I have not had issue with Ryanair but this recent trip.  And even pre-trip their website was down in making card payments - tried different browsers and different devices, was hopeless. But post flight another issue occured.
The aggressive baggage handling broke a wheel off my suitcase. 

It was midnight so there were no staff at airport in order to get the PIR (property info report) number. so asked other staff at airport, they said contact ryanair directly. could not complete baggage claim online without mandatory pir number so went on chat, was told to do general query on form, did this, got ticket reference, then a day later, got an auto email from ryanair - saying it could not identify the "issue" my email was about - replied, and of course my reply undelivered, to a mailbox that doesnt accept emails.. did try from another email (forwarding it to myself to then reply to cs.ryanair and it worked but still never hear back)

phoned customer service, was told ticket would be escalated so that i could get pir number or proceed to do baggage claim when i asked for assurance was told calls are recorded in case need arises, never heard back, phoned later that week, was told my ticket had been closed and there was no note on system of escalation

So then only option remaining was to write to customer care dublin, did so, recorded delivery, was signed for two weeks ago and of course nada...

Am thinking small claims now? its not even about the cost of the suitcase anymore its about how difficult they have made it when i have followed their procedures.

janey2123

evidence is attached

Makingabobor2

Did you not have travel insurance to cover damaged luggage?

Caz3121

I had same problem back in October - arrived Manchester airport around midnight (flight had been delayed) and not a soul about. took photos etc spoke to them on chat, sent round in circles, cases marked 'solved' with no action. At the time I went to send them a letter Royal Mail were not handling international mail. I am afraid I just gave up was spending far too much of my time and effort. Won't use them again (I am sure they don't care) 
I assumed that travel insurance would require PIR which I never managed to get...just lots of files in my Ryanair account 

janey2123

Makingabobor2 said:

Did you not have travel insurance to cover damaged luggage?

I do but why should insurance company fork out - this was their luggage handlers. My suitcase had 4 wheels when I checked it in. It was they that caused the damage.. I paid a fare with the luggage fees etc.. So I believe Ryanair should compensate

janey2123

Caz3121 said:

I had same problem back in October - arrived Manchester airport around midnight (flight had been delayed) and not a soul about. took photos etc spoke to them on chat, sent round in circles, cases marked 'solved' with no action. At the time I went to send them a letter Royal Mail were not handling international mail. I am afraid I just gave up was spending far too much of my time and effort. Won't use them again (I am sure they don't care) 
I assumed that travel insurance would require PIR which I never managed to get...just lots of files in my Ryanair account 

Sorry you had the same issue - its horrible isnt it? They make it so difficult for customers to reach them. We follow all the procedures and everything. 

tightauldgit

janey2123 said:

Makingabobor2 said:

Did you not have travel insurance to cover damaged luggage?

I do but why should insurance company fork out - this was their luggage handlers. My suitcase had 4 wheels when I checked it in. It was they that caused the damage.. I paid a fare with the luggage fees etc.. So I believe Ryanair should compensate

Someone else might correct me on this but I presume if you go to court to sue Ryanair then you would have been expected to mitigate your losses and only claim for your actual loss, so you might well have been expected to claim on your insurance if you have it. Insurance company could well then go back and pursue Ryanair if they felt they could recover something

Caz3121

mine was a mess - sent them photos with location and time information and receipt (case was new) just got sent  round in circles with auto responses

[Deleted User]

You could try Small Claims Court. But then it's more work for you. They hope you don't bother and just use your insurance.

martindow

[Deleted User] said:

You could try Small Claims Court. But then it's more work for you. They hope you don't bother and just use your insurance.

I'm not sure whether the English SCC would accept a claim.  I suspect you might have to open one in the Irish court system which would be another hurdle to put passengers off claiming ...