We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Ryanair Complaints Help
Options
redviking
Posts: 44 Forumite
I will try to keep this as short as possible!
I booked 2 tickets to Spain with Ryanair for my parents (they are not too techie minded haha)
I booked the flights for them, but when it came to take payment I got an error message on screen saying "an error has occurred etc etc"
I then rebooked the flights with another airline for similar scheduled flights.
5 Days later they where charged by Ryanair the sum of £193.96 for the flights which looking on our side, where not even booked! We had no email confirmation from then until I actually contacted them by phone. The email arrived as I was literally talking to the operator.
So we now have flights booked with 2 different airlines for the same fortnight.
Ryanair have been no help, and almost impossible to contact. When I do get hold of them on their premium number, I am told we do not do refunds and to contact them by fax or letter.
This error is totally down to Ryanair, system crashes during payment and no confirmation email until I ring up to complain.
My parents, who are pensioners are in a bit of shock at the moment and not happy about being down almost £200! money they just cant afford to lose. They are going away to stay with friends in Spain again in September, I suggested they ask Ryanair to change the flights to that date instead of refunding any money. They saud it will be £160 to change the flights!
Could anyone give any advice on the best way to deal with this, or has anyone had to deal with this overcharging and arrogant company before?
Steve
I booked 2 tickets to Spain with Ryanair for my parents (they are not too techie minded haha)
I booked the flights for them, but when it came to take payment I got an error message on screen saying "an error has occurred etc etc"
I then rebooked the flights with another airline for similar scheduled flights.
5 Days later they where charged by Ryanair the sum of £193.96 for the flights which looking on our side, where not even booked! We had no email confirmation from then until I actually contacted them by phone. The email arrived as I was literally talking to the operator.
So we now have flights booked with 2 different airlines for the same fortnight.
Ryanair have been no help, and almost impossible to contact. When I do get hold of them on their premium number, I am told we do not do refunds and to contact them by fax or letter.
This error is totally down to Ryanair, system crashes during payment and no confirmation email until I ring up to complain.
My parents, who are pensioners are in a bit of shock at the moment and not happy about being down almost £200! money they just cant afford to lose. They are going away to stay with friends in Spain again in September, I suggested they ask Ryanair to change the flights to that date instead of refunding any money. They saud it will be £160 to change the flights!
Could anyone give any advice on the best way to deal with this, or has anyone had to deal with this overcharging and arrogant company before?
Steve
0
Comments
-
The Ryanair website is notorious for doing that when it comes to payment but usually the email comes through.
Trying to negotiate with them will be a total nightmare, you didn't opt to take the insurance at all?The frontier is never somewhere else. And no stockades can keep the midnight out.0 -
Ryanair are a nightmare and I've had all sort of errors when using their website. Surely they can't be allowed to do this though when neither the website nor emails inform you that you've been charged. Ryanair should not be allowed to pocket this money, and insurers should not have to pay out. Did you pay by credit card? If so, I wonder if the issuing bank can be any help?0
-
My parents didnt take the insurance option, they have some sort of insurance as part of their banking account. They are very regular flyers as they return to where they used to live couple of times per year.
I myself have used Ryanair many times without a problem...it is only now, and after lots of googling that I have realised I have been VERY lucky. Their customer service is probably the worst I have come across.
The annoying part is trying to contact them. They will only accept letters to Dublin, or a fax....not many people have a fax machine lying around the house?
I have seen sites that have mentions of email address' and phone numbers, but its hit and miss whether you get anything out of them
They used their debit card to pay and I cant see the bank trying to fight their cause really0 -
I doubt the insurance option wouldn't have covered it anyway.
How in 2011 can a company get away without publishing an email address? Writing to Dublin is all very well, but in my experience they do not respond.
The bank may help as it's arguably an unauthorised debit from your account. May be a long shot.0 -
What would people here do?
Write them a letter, or just keep trying the phones?
I'm swaying now on writing them a letter, but I have a feeling I will just get the usual stock reply saying we dont give refunds blah blah!0 -
I'd try both, phone and write the letter, although I'd brace myself for hearing nothing from them, I know someone who tried to cancel due to finding out they had a serious illness and they weren't very sympathetic.The frontier is never somewhere else. And no stockades can keep the midnight out.0
-
Have you tried the other airline to see if they will let you change the flights to September?0
-
Just an update
I have sent them a recorded letter which they received 2 weeks ago. Still not heard anything from them.
What course of action would be best to take now, seeing as its impossible to email or call them!0 -
MarkBargain wrote: »Ryanair are a nightmare and I've had all sort of errors when using their website. Surely they can't be allowed to do this though when neither the website nor emails inform you that you've been charged. Ryanair should not be allowed to pocket this money, and insurers should not have to pay out. Did you pay by credit card? If so, I wonder if the issuing bank can be any help?
Yet you still continue to use them?Just an update
I have sent them a recorded letter which they received 2 weeks ago. Still not heard anything from them.
What course of action would be best to take now, seeing as its impossible to email or call them!
I have seen an instance like this (where there was a significant delay between booking and the confirmation coming through) where a refund was granted. As tedious it sounds, keep calling until you get someone who actually listens. Emphasise (calmly!) the delay, this is your key argument.
No consolation but I have been chasing BA for miles to be credited since July. Sometimes you just get lost in the system?Gone ... or have I?0 -
Have you tried your local Council's Trading Standards office?
Don't know if they will have any jurisdiction in Eire but they should be able to help you with any process you need to go through.
If enough complaints are received somebody, somewhere ( Watchdog?) might take it up.
Have you tried your local MP? While Ryanair are based in Ireland the advertising and the transaction are both taking place in your living room so they are trading in your area. Or am I getting the wrong end of the stick?
Keep us up to date because it will be interesting to see where this goes.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 351.2K Banking & Borrowing
- 253.2K Reduce Debt & Boost Income
- 453.7K Spending & Discounts
- 244.1K Work, Benefits & Business
- 599.2K Mortgages, Homes & Bills
- 177K Life & Family
- 257.6K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.6K Read-Only Boards