THE MONDAY MOAN – A once a week spot for us to moan about the stuff that perhaps we should all be moaning about that little bit more… 

Don’t book with Ryanair and then run into problems and then complain. At least not after reading this. You are now informed!

I will never book a flight with Ryanair again. I will never consider taking up a seat on a Ryanair flight, not least because they sting you with multiple add on’s, not least because the flight is interrupted by announcements and sales of inedible’s, but mostly because of this transcript where Ryanair advised me that I should break the Welsh Government Local Lockdown rules and get on their plane. They clearly state that they do not give refunds if the plane is flying EVEN IF you legally cannot get to the airport!

‘user: Hi, I have bookings for next week to Malaga and treturning the week after but I have been put into local lockdown and cannot travel. Can I have a refund please. 

bot: Once a Ryanair flight is operational, and does not have a delay exceeding 2 hours, then it is not possible to cancel a booking or get a refund. Flight dates/times/routes/names can be changed up to 2.5 hours before the flight departure time via My Bookings. You do not need to notify us if you are unable to travel and if you can’t use your outbound flight you can still use your return flight. If your query relates specifically to the refund voucher, please click here for more details. Are you happy with the answer I’ve provided?

user: no

bot: Please select a topic from the list and I will do my best to assist you today.

user:_FLIGHT_CANCELLATION_

bot: Sorry to hear that your flight has been cancelled, the quickest way to resolve this is to select Get a Refund if you would like to get a full refund for your flight or Change Flight if you would like to move to another flight free of charge. You will just need to log into your My Ryanair account to view both options. Please let me know if this answered your query?

user:_CAN_I_GET_A_REFUND_FOR_MY_FLIGHT_THAT_HAS_NOT_BEEN_CANCELLED?_

bot: Once a Ryanair flight is operational, and does not have a delay exceeding 2 hours, then it is not possible to cancel a booking or get a refund. Flight dates/times/routes/names can be changed up to 2.5 hours before the flight departure time via My Bookings. You do not need to notify us if you are unable to travel and if you can’t use your outbound flight you can still use your return flight. If your query relates specifically to the refund voucher, please click here for more details. I am always learning and improving, did the answer I provided answer your question ?

user: _I_need_to_speak_with_support_ and if no refund a credit would be great

greg: If your flight is operational we are not offering refunds or vouchers.

user: How so? I can’t legally travel to the airport!

greg: Then you have the option to change your flight, since Ryanair is a non refundable airline.

user: But your change fee is often more expensive than simply buying a standard ticket online!

greg: It could happen that buying a new ticket is less expensive that changing the flight.

user: It could but for example if I book the same flight for next year I am charged £16 plus £35 and the website price is 1p less… If you don’t assist with a credit then you will have lost my custom for good as this is an event beyond my control and all other tourism operators are treading lightly with customers in similar situations. I am a one man band and I am giving credits to those who cannot make my events!

greg: Well i am sorry, this is the policy of the company.

user: Well, that policy stinks and I and others will not be using Ryanair in the future. Your ability to assist has been poor and your customer service levels are zero.

greg: Guidlines against travel is not laws against travel, and since Ryanair is a non-refundable airline, that is not a reason for a refund.

user: Not helpful. I’ve previously said the change cost is hefty and at the mo I would not be ready to change to another date as I would want to wait to see the travel situation and covid and lockdowns ease. I think I will screen shot this chat and send to the Welsh Gov and to other tourism operators. For the sake of giving me a credit for my flights so that I can book a new flight at my leisure you are risking a fair bit of customer dissatisfaction and perhaps have stepped outside of the law here…

greg: If you would like to receive a transcript of this conversation, I can send it to you after the chat session is closed and you will receive the transcript in about 30 minutes. Can you please confirm the email address you would like me to send it to?

user: To be honest I’ve never come across such disdain for customers as you have displayed. You will be going on my list of proscribed business’ and will be un promoted to my 15,000 fb followers. I’m sure that a fair few will take note and will not in the future book flights with Ryanair. My email is welshlamb@me.com

greg: Is there anything else i can assist you with?’

And if you want more… https://dearcustomerrelations.com/best-ever-complaint-letters/ryanair/

That was it, done. We have had reports of others in a similar situation. I think we MUST vote with our feet and simply not support companies that behave in such a manner at such times.

Author

Walk leader @ Wales Outdoors, life model @ Cardiff Life Models and poet @ Self Published

2 comments

  1. I agree that response is disgusting but unfortunately not surprising as most of us will have experienced such standard and unhelpful, blocking replies. I also think and agree he stepped over the mark as I think the current lockdown restrictions you have (I’m in England) are the law and not simply guidelines. Great you kept your word to publicise this, as this PR will influence me when it comes to Ryanair. Thanks.
    (I’m not up to date but I recall you were going with some customers to Spain so I’m guessing that might all have been cancellled which must be so much hassle and disappointing.)

    1. Yes, I think Ryanair have highlighted to many how they ARE NOT a client oriented business and many will choose to look elsewhere in the future. Spain was cancelled due to not being able to leave local lockdown areas. I am still waiting for a sensible response from the Welsh Government regarding whether the travel restrictions are guidance or law and when they respond with clarity I’ll update the post 🙂

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