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Unable to carry out visa check so missed flight (in chaos on Friday)
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nadsat
Posts: 117 Forumite

Posting for my son and wife - they booked a 3 day trip to Rome flying on Ryanair on Friday. Wife has a spouse visa that has to be checked at the airport before a boarding pass is issued but of course in the queue and chaos on Friday morning at Stansted this was hopeless and the flight left without them. My son had a boarding pass as he is a UK citizen.
Ryanair has, needless to say, told him where to go when he asked for a refund.
Is there any point in trying anything else with Ryanair as this wasn't a flight cancellation or delay.
He's looking at his travel insurance and also at Amex, which he used to book the flights and hotel.
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Comments
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Ryanair T and Cs are written in terms of arrival at the departure gate, so their "get lost" response is technically correct. However, they failed to perform the visa check, something that was an essential part of the service for which you had paid. A chargeback would probably succeed, but then you would be blacklisted by Ryanair.
Be clear whether the visa check should have been performed by Ryanair or by the airport, and the precise reason why it was "hopeless".
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Voyager2002 said:Ryanair T and Cs are written in terms of arrival at the departure gate, so their "get lost" response is technically correct. However, they failed to perform the visa check, something that was an essential part of the service for which you had paid. A chargeback would probably succeed, but then you would be blacklisted by Ryanair.
Be clear whether the visa check should have been performed by Ryanair or by the airport, and the precise reason why it was "hopeless".0 -
nadsat said:Voyager2002 said:Ryanair T and Cs are written in terms of arrival at the departure gate, so their "get lost" response is technically correct. However, they failed to perform the visa check, something that was an essential part of the service for which you had paid. A chargeback would probably succeed, but then you would be blacklisted by Ryanair.
Be clear whether the visa check should have been performed by Ryanair or by the airport, and the precise reason why it was "hopeless".
So Ryanair failed to provide the service for which they had paid. When you (they) contacted Ryanair, what exactly was the excuse for this?
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Voyager2002 said:nadsat said:Voyager2002 said:Ryanair T and Cs are written in terms of arrival at the departure gate, so their "get lost" response is technically correct. However, they failed to perform the visa check, something that was an essential part of the service for which you had paid. A chargeback would probably succeed, but then you would be blacklisted by Ryanair.
Be clear whether the visa check should have been performed by Ryanair or by the airport, and the precise reason why it was "hopeless".
So Ryanair failed to provide the service for which they had paid. When you (they) contacted Ryanair, what exactly was the excuse for this?It may have escaped your notice but there was a massive world wide IT systems problem on Friday. Anybody who did join a check in queue had to be processed manually. That delay is beyond the control of the airlines. Ryanair may or may not be able to hide behind that. I'm sure there will be details somewhere of what has to be refunded and what doesn't.I would suspect Ryanair's take on it will be that the passenger didn't allow enough time for the visa checks to be carried out, therefore no entitlement. (I'm just playing Devil's Advocate). The fact that many IT systems weren't available and Ryanair may not have been able to check anyway may be a counter argument to that.0 -
TELLIT01 said:Voyager2002 said:nadsat said:Voyager2002 said:Ryanair T and Cs are written in terms of arrival at the departure gate, so their "get lost" response is technically correct. However, they failed to perform the visa check, something that was an essential part of the service for which you had paid. A chargeback would probably succeed, but then you would be blacklisted by Ryanair.
Be clear whether the visa check should have been performed by Ryanair or by the airport, and the precise reason why it was "hopeless".
So Ryanair failed to provide the service for which they had paid. When you (they) contacted Ryanair, what exactly was the excuse for this?It may have escaped your notice but there was a massive world wide IT systems problem on Friday. Anybody who did join a check in queue had to be processed manually. That delay is beyond the control of the airlines. Ryanair may or may not be able to hide behind that. I'm sure there will be details somewhere of what has to be refunded and what doesn't.I would suspect Ryanair's take on it will be that the passenger didn't allow enough time for the visa checks to be carried out, therefore no entitlement. (I'm just playing Devil's Advocate). The fact that many IT systems weren't available and Ryanair may not have been able to check anyway may be a counter argument to that.They were in plenty of time for a visa check as usual.I would have thought the customer is in no way to blame for the unavailability of a supplier's systems and they should refund.0 -
nadsat said:TELLIT01 said:Voyager2002 said:nadsat said:Voyager2002 said:Ryanair T and Cs are written in terms of arrival at the departure gate, so their "get lost" response is technically correct. However, they failed to perform the visa check, something that was an essential part of the service for which you had paid. A chargeback would probably succeed, but then you would be blacklisted by Ryanair.
Be clear whether the visa check should have been performed by Ryanair or by the airport, and the precise reason why it was "hopeless".
So Ryanair failed to provide the service for which they had paid. When you (they) contacted Ryanair, what exactly was the excuse for this?It may have escaped your notice but there was a massive world wide IT systems problem on Friday. Anybody who did join a check in queue had to be processed manually. That delay is beyond the control of the airlines. Ryanair may or may not be able to hide behind that. I'm sure there will be details somewhere of what has to be refunded and what doesn't.I would suspect Ryanair's take on it will be that the passenger didn't allow enough time for the visa checks to be carried out, therefore no entitlement. (I'm just playing Devil's Advocate). The fact that many IT systems weren't available and Ryanair may not have been able to check anyway may be a counter argument to that.They were in plenty of time for a visa check as usual.I would have thought the customer is in no way to blame for the unavailability of a supplier's systems and they should refund.0 -
Hoenir said:nadsat said:TELLIT01 said:Voyager2002 said:nadsat said:Voyager2002 said:Ryanair T and Cs are written in terms of arrival at the departure gate, so their "get lost" response is technically correct. However, they failed to perform the visa check, something that was an essential part of the service for which you had paid. A chargeback would probably succeed, but then you would be blacklisted by Ryanair.
Be clear whether the visa check should have been performed by Ryanair or by the airport, and the precise reason why it was "hopeless".
So Ryanair failed to provide the service for which they had paid. When you (they) contacted Ryanair, what exactly was the excuse for this?It may have escaped your notice but there was a massive world wide IT systems problem on Friday. Anybody who did join a check in queue had to be processed manually. That delay is beyond the control of the airlines. Ryanair may or may not be able to hide behind that. I'm sure there will be details somewhere of what has to be refunded and what doesn't.I would suspect Ryanair's take on it will be that the passenger didn't allow enough time for the visa checks to be carried out, therefore no entitlement. (I'm just playing Devil's Advocate). The fact that many IT systems weren't available and Ryanair may not have been able to check anyway may be a counter argument to that.They were in plenty of time for a visa check as usual.I would have thought the customer is in no way to blame for the unavailability of a supplier's systems and they should refund.
Leaving aside the issue of 'should', people who cannot reach the departure gate in time because of failures by the airport (who are presumably linked by contract with the airline) do not have a right to a refund.
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Voyager2002 said:Hoenir said:nadsat said:TELLIT01 said:Voyager2002 said:nadsat said:Voyager2002 said:Ryanair T and Cs are written in terms of arrival at the departure gate, so their "get lost" response is technically correct. However, they failed to perform the visa check, something that was an essential part of the service for which you had paid. A chargeback would probably succeed, but then you would be blacklisted by Ryanair.
Be clear whether the visa check should have been performed by Ryanair or by the airport, and the precise reason why it was "hopeless".
So Ryanair failed to provide the service for which they had paid. When you (they) contacted Ryanair, what exactly was the excuse for this?It may have escaped your notice but there was a massive world wide IT systems problem on Friday. Anybody who did join a check in queue had to be processed manually. That delay is beyond the control of the airlines. Ryanair may or may not be able to hide behind that. I'm sure there will be details somewhere of what has to be refunded and what doesn't.I would suspect Ryanair's take on it will be that the passenger didn't allow enough time for the visa checks to be carried out, therefore no entitlement. (I'm just playing Devil's Advocate). The fact that many IT systems weren't available and Ryanair may not have been able to check anyway may be a counter argument to that.They were in plenty of time for a visa check as usual.I would have thought the customer is in no way to blame for the unavailability of a supplier's systems and they should refund.
Leaving aside the issue of 'should', people who cannot reach the departure gate in time because of failures by the airport (who are presumably linked by contract with the airline) do not have a right to a refund.0 -
nadsat said:Voyager2002 said:Hoenir said:nadsat said:TELLIT01 said:Voyager2002 said:nadsat said:Voyager2002 said:Ryanair T and Cs are written in terms of arrival at the departure gate, so their "get lost" response is technically correct. However, they failed to perform the visa check, something that was an essential part of the service for which you had paid. A chargeback would probably succeed, but then you would be blacklisted by Ryanair.
Be clear whether the visa check should have been performed by Ryanair or by the airport, and the precise reason why it was "hopeless".
So Ryanair failed to provide the service for which they had paid. When you (they) contacted Ryanair, what exactly was the excuse for this?It may have escaped your notice but there was a massive world wide IT systems problem on Friday. Anybody who did join a check in queue had to be processed manually. That delay is beyond the control of the airlines. Ryanair may or may not be able to hide behind that. I'm sure there will be details somewhere of what has to be refunded and what doesn't.I would suspect Ryanair's take on it will be that the passenger didn't allow enough time for the visa checks to be carried out, therefore no entitlement. (I'm just playing Devil's Advocate). The fact that many IT systems weren't available and Ryanair may not have been able to check anyway may be a counter argument to that.They were in plenty of time for a visa check as usual.I would have thought the customer is in no way to blame for the unavailability of a supplier's systems and they should refund.
Leaving aside the issue of 'should', people who cannot reach the departure gate in time because of failures by the airport (who are presumably linked by contract with the airline) do not have a right to a refund.
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