I have flown with Ryanair probably 20 times over the last 5 years. About 4 times things have gone wrong. The problem is that they aren't interested at all when it does go wrong and it could end up costing you a lot extra.
The first time was when we arrived at Birmingham airport for a flight home to Dublin. There had been an accident at the airport that morning, but the website said to go to the airport as usual. When we arrived all flights out of the airport had been cancelled. We went to the checkin desk and was told that our flight was now from Manchester. It was leaving in a couple of hours and we had to make our own way there. The trainfare, which we obviously bought from the station just before the train left, cost in the region of £40. When we left Birmingham airport to get the train a long line of coaches were outside; obviously every airline except for ours had laid on a coach. It was really annoying as if we had known we were flying from Manchester we could have got there a lot easier without going via Birmingham first. We made our flight with seconds to spare and I wondered what would have happened if we hadn't. I expect that Ryanair would have been their usual unhelpful selves. They completely igmored my letter of complaint.
Another time a flight was delayed by 12 hours. We were stuck at the airport with no money and Ryanir didn't even give anyone food or drinks, never mind anywhere to stay for the night. It was very uncomfortable.
The final time that they have annoyed me was recently. It was kind of my fault but nontheless illustrates their complete lack of interest in any semblance of customer service. I booked a flight online and as soon as I received the confirmation I realised I had done it back to front, ie from Dublin-London instead of London-Dublin. My fault, but I thought I'd call them to see if anything could be done. The flight I wanted was actually more expensive so it would have been in their best interests to sort it out. Having finally found a phone number and got through (after trying for 4 hours), I was told they would do nothing. The girl at the other end of the phone said she would waive the 'changing flights' fee as a 'favour' even though this actualy meant that I was paying more because I was paying the telephone rates instead of the online prices. I couldn't get her to see that I was better off just rebooking online without cancelling.
I faxes Ryanair and amazingly had a reply off them. They weren't going to help me at all. I rebooked with bmi baby. Airlines are obliged to refund your tax if you don't travel, but Ryanair add on an administration fee, which coincidentally was exactly the same as the taxes I paid.
I won't travel with Ryanair again. Everytime something goes wrong I say that and I get seduced by their low prices. But even the prices aren't as low as they make out as they are excluding charges and taxes. A flight that is apparently 1p each way will end up costing in the region of £40. Pay a bit extra and go with an airline that will help you if things go wrong. It's a risk that in my experience is not worth taking.
Great review - not very good that when you were on the ball enough to check online for delays, they didn't warn of delays and changes. The response they had to the needs of passengers on your flight that was delayed for 12 hours is terrible, too.
imogen49 30.11.2006 11:12
I agree. They charged us excess luggage because our toddler's luggage allowance was in my suitcase. They seemed to expect a two year old to carry his own luggage. Certainly one to avoid if you can.
JoePoirot 30.11.2006 10:43
I agree. The low cost airlines claim they are in it to provide choice for their customers and then treat them like dirt. Welcome to ciao.
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Nov 29th, 2006
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