Ryanair

Me and my partner booked flights couple of months before heading to the holiday and bought one luggage between us. The website assured us that if need be, more luggage can be purchased later through "manage my booking" or while completing check in. Few days before our flight we decided to add extra luggage. However, the 10 kg option which was advertised on the website was not available not in the manage booking section nor in the check in section. Instead there was an option for a 20 kg bag for a massive £80 for a return flight per person (I could not believe this). When we contacted the customer service via online chat they tried to charge us £50 per 10 kg luggage for return flight per passenger which was double what we paid initially for the first luggage.

When we asked how the price had doubled we got told to book in through the website ourselves if we did not believe their prices (in a polite manner). Which we obviously could not do because the 10 kg option was not even available online. When the chat got ended and we tried to rate our experience the chatbox froze so we could not even give a rating or write a complaint although the website still continued to work (convenient!). So we were forced to travel with one luggage between us. It would have been cheaper sending our extra luggage from home to the holiday destination using express mail than paying for the luggage at Ryanair. I would say the name of the person who chatted to us had he or she even bothered to introduce themselves.

When my bags were being checked, they found a product that was 170ML. They told me to check it in, which meant I should pay another €20 and I did, again, because I wanted to do anything to get on the flight and move forward with my day. Bare in mind, they told I will take it with me in my backpack on the plane and I made sure that this could actually happen because I know checking in means being treated as a big luggage and not a small one.

After I paid the €20, they told me they wanted to take my bag away and put it on the plane because they said I’m the one who understood wrong, and I really didn’t, because I know what they told me since they said it loud and clear. I ended up throwing the product, and I told them I don’t want to give them my bag and I want my money back, they didn’t want to give me my money back and again, in the most disrespectful way, they said “No, you can’t take it back. You can take your complain and go to customer service.” It basically sounded like a more polite way to say “shove it.” And I sent to the customer care service, and I can tell you this, they legit replied saying:

“We have been advised of potential security delays at Berlin Schonefeld airport. We ask that customers travelling arrive at the airport as early as possible, preferably 2 hours before their scheduled flight departure time, to ensure they have sufficient time to clear airport security and to be at the boarding gate at our recommended 30 minutes prior to scheduled fight departure time. We sincerely apologise for any inconvenience caused.“

As a British citizen who travelled a lot and knows how flights actually work and how I’m supposed to be treated as a proper European citizen, this was the worst flight of my life, because it’s not my fault from the beginning that your website glitches and it’s not my fault that you don’t know what “check in a big product” means. My flight was WZRQWV from Berlin Schönefeld to Budapest, and I honestly hoped I would get a more proper humane response than what I got.

The bad attitude wasn’t just with me however, I noticed her push in front of another passenger too. The poor woman had to grab onto the seat to gain balance. I had to look to see what the emergency was about. I thought perhaps someone fainted and she was grabbing a first aid kit. It was nuts. She pushed a passenger rudely to grab nuts for someone. I think that when one chooses to work in an environment where being pleasant is part of the job, personal issues and problems should be left at home, not taken out on strangers. Ryanair: teach your staff how to do “service with a smile”.

I then in a panic (the plane was boarding by this point) found someone who took £40 for our 2 cases to go in the hold. On the flight the flight attendant walked off with my money telling me she owed me £10 in change (I’d bought a coffee with a £20 note). After 1/2 hour she needed to be reminded to give me my money back. The way back was just as bad. No chance to change to priority tickets. I couldn’t print the tickets off until 20 hours prior to the flight. Again had to pay another €40 for luggage to go in the hold. Service on the plane was slow, attendants were rude and unhelpful. Unless you buy the priority ticket you are treated as second class citizens. I swear I will never ever fly with them again. I’d rather pay more and have a more comfortable experience.

I went to the only person available to ask where I can line up, I barely opened my mouth, saying 'excuse me' in German and was given the hand! I then decided, to back off, told my cousin who I visited in Germany and he reviewed my boarding pass. He insisted I was to line-up at the Flexi Plus counter. I lined up behind 2 people and when it was my turn, I was told that I was in the wrong line by the same person. I explained that I am under Flexi Plus and she again pointed me the direction of the standard line. She was talking to me in German, in a very condescending way, pointing to the standard line as if I had some communication problems. I showed her my boarding pass because she was not listening to whatever I was saying. I told her that she has been continuously been rude to me, and she started shouting at me that I was a difficult customer to begin with.

I asked for her manager and she refused to give any information. When I asked for her name, she also refused to give her information. To which at that point I said I need a picture so that I can provide her identity when I complain to Ryanair. I was threatened to a 'no-fly list'. At this point, I told her I refuse to speak to her in German and to switch to English because German is not my first language. When I told her I am Canadian and such service is uncalled for, she actually calmed down a bit. She started justifying her actions, she was not yet on duty when I approached her the first time at 4.40am, her job starts at 4.45am. And that so many people wants to line up on Flexi Plus so she assumed everyone is standard. I did not deserve such treatment despite that you are not on the clock and having your assumptions.

I was the only Asian I noticed at that time and no one even bat an eyelid during this incident. It appears that customer service also has no care, I sent emails twice, I got a generic apologetic response. So on my third email, I asked for the manager so I can contact directly. Another apologetic response, but this time they stated that the person who mistreated me has been reprimanded.

I am trying to look for an ombudsman or regulator, so if anyone knows about this, do let me know. I think Ryanair should not get away with this. Had my cousin made a video of this incident, this would have gone in a different way. How ironic is it, that March 21 is the "International Day for the Elimination of Racial Discrimination"? Something to think about before you decide to purchase a flight from Ryanair.