2
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Ryan Air Complaint - Be Careful Before Booking

Review by Truth or Consequences on 2010-11-02
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 e-mail 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 40Euros 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 OK for Ryan Air to send an e-mail 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 e-mails 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. The whole thing was such a nightmare and ruined our otherwise lovely trip.
Comments:2 Replies - Latest reply on 2013-08-05
Posted by Ben There on 2010-11-06:
Ryanair is very stingy when it comes to carry on and checked baggage sizes, and yes they make you print out a boarding pass at home. However, I disagree that they don't inform you of this information... when booking Ryanair tickets you have to tick a box stating that you agree to the terms and conditions where all of this info is disclosed not once but twice. Also, the boarding pass info is on your booking confirmation under "Important Information".
Posted by Baltic Bill on 2013-08-05:
Trouble is, people still think they are the cheapest, but its not true, but if they were, they certainly the most unfriendly. Last time I used then was 2005 an never needed since and find many airlines are less expensive and certainly more comfortable and not 'cattle class'.

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