Wondering if anyone can give some advice on a complaint I have with Ryanair. To save time explaining, this is the letter I wrote to them
Customer Services Dept,
Dear Customer Service Manager
On the 4th October 2007 I was travelling on your airline from Alicante to Liverpool. Arriving at Alicante airport I purchased the ‘priority boarding’ service for myself and my partner with our 1 year old daughter.
I am disappointed because passengers who had priority booking at gate number 1 (departure gate) where not called forward, and where instead ushered through with the rest of the passengers.
I use priority boarding because it is easier with our daughter to be guaranteed that we will be seated together. I have used Ryanair on a number of occasions and have always had a great service.
Because of this, my partner and myself where not seated near each other (8 rows apart). This caused some inconvenience attending to our daughter during the flight. If a customer purchases a service, then surely that service should be granted?
I have my priority passes and boarding passes in hand for your records. I look forward to hearing from you and to a resolution of this problem.
Pretty straight forward, I received an email from them today, by the looks of it they have not exactly grasped what my letter was about. Now i'm not that interested in making a big fuss over a few pound, but it is the principle of purchasing a service and not being granted it. This is the email I have receive back.
refer to your recent correspondence regarding your booking confirmation YP5ELQ
Passengers who are travelling without checked baggage can choose to purchase our Online check-In/Priority Boarding service online and can then check-in online and print off their boarding pass from 2 days up to 4 hours before the scheduled departure time of their flight. Once at the airport you can bypass check in queues and then be priority boarded first onto the aircraft provided you arrive at the departure gate on time.
Also, passengers travelling with checked baggage can purchase Priority Boarding, by contacting our Call Centre up to 4 hours prior to departure (subject to opening hours) or at the Airport up to 40 minutes prior to check in closure. Once the passengers has checked in for their flight at the Airport they need to go to the Ticket Desk to collect their Priority Boarding receipt which will enable them to priority board the aircraft.
Whilst I note your dissatisfaction with regard to our Priority Boarding service, this is an additional service which passengers have a choice whether to purchase and as such these fees are non refundable.
Just I just leave this and it call it bad experience, or pursue it more?
Its only a few pounds, not more than a tenner. I'm not really interested in the money as it was only a small amount. Its just the principle, I paid for a service because of my situation with a young baby, and they cant even acknowledge that
Its only a few pounds, not more than a tenner. I'm not really interested in the money as it was only a small amount. Its just the principle, I paid for a service because of my situation with a young baby, and they cant even acknowledge that
I would pursue it, but I wouldn't put a lot more effort into it - thats just me though.
It looks as if Ryanair's staff haven't understood the point you were making; when you email them again, mention that when you paid the fee for priority boarding, you contracted with them for the provision of a service. They failed to provide the service, and so are in breach of contract.
It looks as if Ryanair's staff haven't understood the point you were making; when you email them again, mention that when you paid the fee for priority boarding, you contracted with them for the provision of a service. They failed to provide the service, and so are in breach of contract.
Thats what i intend to do, I have to write them a letter which is a bit annoying as they dont take complaints by email
Ryanair are in breach of contract and as such face the prospect of having to refund you the money you paid. It matters not to the airline how you lodge the complaint Ryanair are the defenders and are on the back foot in this matter.
If you prefer to use e-mail in your correspondence with this airline then it is up to them to deal with it, not for you to accept their preferences. After all they completely ignored the service you asked for, paid for and didn't get.
My e-mail to Ryanair would be very, very storngly worded and would border on a letter before action.
I can't understand why other passengers wouldn't have moved, if asked nicely, so that U could have sat next to your Rugrat??!...
Oh you'd be surprised,
but the OP had paid extra to make sure they could be together and if the others had paid more for the same thing they wouldn't be too happy at having to move would they?
Oh you'd be surprised,
but the OP had paid extra to make sure they could be together and if the others had paid more for the same thing they wouldn't be too happy at having to move would they?
I use Ryanair regularly ex-Stansted Gizmo...
There are NO pre-bookable seats reservations.
Bookings made online with NO check-in baggage are currently given FREE Priority Boarding Tickets.
I have notice several times that those who HAVE purchased Priority Boarding Tickets usually get preference at the Departure Gate.
On many occasions I have witnessed Ryanair Staff tell those passengers who have tried to push in when boarding, to get to the back of the queue.
I personally wouldn't pay extra, as there are enough seats to choose from, if U check-in + get to the Departure Gate in plenty of time.
All it takes is a bit of common sense when U get on the plane, especially with the larger capacity that Ryanair's NEW 737-800 series planes offer!
Priority boarding with Ryan Air is a joke. We bought it at Stanstead and were called to board first, but we were bussed to the aircraft and since we had a child (prams etc) were left until last to actually board the aircraft. So it really should be called "Priority Bus Boarding to the Aircraft"!
Easyjet are a lot more organized and it actually seems to work most of the time in their case. They also still pre-board children which RyanAir no longer do.
I must admit that Ryanair have lost the plot when it comes down to wanting to 'itemise' each + every cost for a service.
Easyjet board according to Ticket Nos. instead usually.
I suppose it comes down to the Destination that U want to fly to/from + if there is a choice of Carriers.
On comparable route destinations, I find that for myself personally, Ryanair works out cheapest for what I want.
...But perhaps I'm more hardy than most??!
Air Berlin + Monarch give a quite reasonable service, at a slight premium.
There are NO pre-bookable seats reservations.
Bookings made online with NO check-in baggage are currently given FREE Priority Boarding Tickets.
I personally wouldn't pay extra, as there are enough seats to choose from, if U check-in + get to the Departure Gate in plenty of time.
All it takes is a bit of common sense when U get on the plane, especially with the larger capacity that Ryanair's NEW 737-800 series planes offer!
Obviously there are enough seats to choose from, If it was just me and the missus, we wouldnt bother purchasing priority boarding. But we where travelling with a 12 month old baby, who happens to be a handful. I have used priority boarding before and it has worked well. I get to the gates in plenty of time, but what is the point of PAYING EXTRA for a service that at that time was not granted?
It caused us both a bit of hassle during the flight seeing to our daughter
I am pursuing them for other reasons. I think you should pursue them on principal. The problem in our society is that we do not complain enough when we get bad service/goods. If you let them away with the little things they assume they can get away with anything. You paid for a service you were not given- you have a clear breach of contract.
Ryanair Priority Boarding
Re: Ryanair Priority Boarding
Originally Posted by snico4
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