Ryanair

On August 15, 2010, my husband and I booked a flight for September 25 from Malaga, Spain to Barcelona on Ryan Air. We printed out the electronic tickets and left the next day for our vacation. Unknown to us, Ryan Air sent us an email dated August 18 informing us of various restrictions and penalties. When we got to Malaga Airport we were in for a shock. Because we did not have our boarding passes printed out, we were charged 40 Euros per person plus 18% VAC tax. That's over $100 for them printing out our boarding passes. The airline does not have a kiosk available so you can do it yourself.

We complained to Ryan Air management at the Airport and they were absolutely rude and unsympathetic telling us they never waive this penalty. We were told that this information was given to us upon booking. We showed them the electronic tickets where nothing was mentioned. Apparently, it is okay for Ryan Air to send an email three days later informing you of that fact. Unfortunately, by that time we were on our way and we don't bother to check our emails while on vacation. The next shock that occurred was that as we were boarding, I was pulled aside telling me that my regular (on the small side) handbag is also counted as a carry-on. If I could not put it into my standard size carry-on, they would charge us an additional 35 Euros.

With all the delays, they started to close the doors and because I could not put my handbag in my carry-on as it would not close, we were charged the additional 35 Euros ($45.00) if we did not want to be left behind. There was absolutely no attempt of trying to help a customer. If anything, the staff was belligerent, hostile, nasty and harassing. They, again, wanted to see our passport asking for our visa to enter Spain. We explained that we had been in Spain for over a week and isn't it up to the Spanish Customs Officials upon entry to check on these things. In addition, Spain does not require a visa from visiting Europeans or Americans.

When I booked a flight from UK to Ireland I could not retrieve my booking to print out my boarding pass. I emailed Ryan Air about the problem but got no reply. I was not able to access my details stored on their website to check it there was a mistake. I arrived at the airport two hours before the flight. The staff at the airport sent me to a special counter to get a boarding pass. They could not log into to 'Manage my booking' either on my details and had to use other information. I was charged 40 pounds to print a boarding pass that their website would not allow me to print. I feel that Ryan Air engage in internet fraud and everything about Ryan Air is dishonest. I would never again travel with them.

I arrived at Madrid airport just before midnight on April 4. I caught a brief nap and then lined up at the Ryan Air queue at 4 am for the 6:15 flight. After weighing my bag and checking my printed boarding document the agent told me that I needed an exit stamp. He directed me to another agent at the end of the same counter he was working at who was supposed to help me. This was the first misdirection since he should have told me to go to the office which was on the opposite side of the hall.

I went to this person and asked him for the exit stamp. He told me that I might or might not need the stamp but should go to the gate and would find out there. Of course, this is all nonsense in retrospect but having slept little the previous night I was tired and simply accepted this second misdirection. I went to the boarding gate around 5:30 am. This gate was quite far from the security checkpoint. By this time there was a large line in front of me. The agent checked my boarding document and said I needed an exit stamp. I asked if I had enough time to make it back for the flight and he said he wasn`t sure but I needed the stamp. I rushed back, quickly got the stamp, rushed through security and ran most of the way but the same agent said it was too late to board the flight. I went back to the office and another agent told me that I could`ve received the stamp nearby the gate. So it seems I was misdirected a third time.

I spoke with your manager Javier G afterwards and he was embarrassed that this had happened. Although the agents involved had finished their shift by the time I returned he helped sort out their names. The first person was Pedro M, the second was Mori M and the third person at the gate refused to give me his name but instead provided his official number (although I noticed the name Tariq on his identification badge).

For the second year in a row, Ryanair have cancelled winter flights from my local airport in Reus (Tarragona) Spain to Dublin. Last year they tried to use as an excuse a technical reason--slowdown in servicing of their fleet by Boeing--but this year they have just simply cancelled all flights from 2.11.2009 to 27.3.2010. This has resulted in me having to pay 5 times more to re-book with national airline Aer Lingus at short notice, pay higher parking charges at Barcelona airport, travel further.

My understanding was that airlines could not simply cancel a flight just because it was unprofitable. Ryanair seen to be adopting a policy of accepting reservations (AND your money) until the level of reservations justifies or not the flight in question. Is this legal? I imagine that this has affected not just myself but the 100s of customers who have bought tickets in good faith to travel from november to march inclusive, & not just on this route. Irish citizen resident in Spain

I booked a return flight, on-line, for my lttle boy and myself to London.I booked it around 6 weeks prior to departure. In the meantime, my little boy's name changed by deed-poll. It was now different to name on booking. When i was sent notification to check in on-line, i was unable to, for this reason. I telephoned the call centre, who advised me to check in at the airport as they needed to see the official legal documents for the change of name.

When i got there, i explained to the Ryanair assistant all of the above. She proceeded to have a whispering conversation with her colleague, which i timed. This went on for 1 min, 45 sec. Then she spoke. She explained that tere was no record of the conversation i'd had with the call centre on file, therefore, she could not prove i did speak to them. Then came the sting. She said, regardless of the issue concerning my little boy, i should've have checked in on line. Failure to do that meant a penalty of 20. Coupled with his name change, and inability to check in on-line for him, meant another 70. 90 in total.

I strongly protested and she reluntantly, as she said 'waived' the costs. But insisted i checked in on-line for the return flight. No reference was made to terms and conditions of this. On my return, i tried to check in on-line. I was one minute over four hours prior to departure, and was told to check in at the airport. When i arrived and tried to do this, i was charge 20 for my ticket and 20 for my little boys ticket, penalty, for failure to checkin 4 hours prior to departure.

I queued up at the reservation centre. There was around 30 people in front of me, and more behind, all queing for the same reason. Of course, failure to pay the penalty, meant no permission to fly. I asked the assistant why i was being penalised for this and he said it was purely a penalty so that people would remember to check in online four hours prior to departure!!!! 600 was taken by Ryanair in 15 minutes flat for this!!! Surely, this is illegal?

I was so frustrated, having a little boy with me who was bored queing, i started to cry with humiliation. The assisiatant said nothing. I was made to feel as if i had been stitched up, for i couldnt travel Without paying the penalty. The assistant was cold, un reassuring and totally used the power of this situation to his advantage. When i told him i wouldnt be using Ryanair again, he just said 'up to you'.

Last week I boked two flight for friend from england to come and visit. I was charged 16 pound for my debit card transaction which showed as two transaction at 8 each. I thought this must have been a mistake so I contacted Ryan Air to advise of what I thought was an eror on their part, only to be told by a very unpleasant customer service operator that Ryan Air charged 4 per person per way, a total of 16 pound.

When I advisd that I thought this was incorrect as only one debit card transaction had taken place regardles of how many peple where travelling, i was told this was Ryan Air policy and there was nothing I could do about it. Surley there must be somewhere I can take this as an official complaint

The flights which in actual fact had only cost 29 each (the outgoing flights being free)actually cost 214 when all costs were added on

I booked a flight for 2 and paid nearly 400 pounds, then there was a schedule change so i had the option to cancel her flight on the web booking sys. I heard nothing from Ryanair, no confirmation, nothing. I kept checking for updates on refunds up to and including the date of flying out. No updates, told the checkin person the 2nd person was not travelling. While I had taken the outbound flight Ryanair then cancelled my return travel segment and charged me an additional 292 euro for the privilege of flying home. I have written on numerous occasions to no avail. They have refunded my return portion only, I think 147euro.