Stop Ryanair Extra Baggage Scam

1 They encourage you to buy extras during the purchase of the flight tickets but do not tell you they are non-refundable. Unless you have made an error and contact them within 24 hours of payment.

2 If your travel plans change after the 24 hours are up, that’s tough. There is nowhere on their site to remove them. Adding – no problem. Removing – no way.

3 The online chat agent advised I didn’t have to take the bags with me. But I wouldn’t receive a refund. Ryanair has a no refund policy. So the bags won’t actually be on the flight but they won’t allow the removal of the bags from the system. How much effort can it take?

4 The Ts & Cs supposedly state there are no refunds. I don’t doubt it. For flights I can almost accept it but for baggage, seriously? Is there any chance of Ryanair stating up front that you can’t remove extra bags if your travel arrangements change? Chance would be a fine thing. Far better for customer relations to hide behind Ts & Cs that they know no-one has the time to read.

5 Of course, I can write in to complain. That’s a written letter, not an email. Meant to cause so much inconvenience people don’t bother.

6 I’m bothered. I spent £173 on a return to Gdansk from Stansted, £80 of that was on checked bags. That’s a lot of money for something that is not even going to cost Ryanair much to remove from their system.

The reply via email, to my written complaint. Again, one policy for them, another for their customers.



09/12/2014

Private and Confidential


STNGDN
Our Ref. 768594/FN4ZRN/AN


Dear Ms XXXXXX,

I acknowledge receipt of your letter dated 3rd December 2014.

On behalf of Ryanair, I am sorry to learn about your mother health condition.

As you are aware, our Terms and Conditions of Carriage (which you agreed at the time of booking) confirm that all Ryanair tickets are non-refundable. Before adding your details and extra services you have to acknowledge and adhere to our Conditions.

I do regret that you feel it is not information on our website while making a reservation and I can confirm that your comments regarding this and also regarding our policy and table of fees have been passed to the appropriate department to be taken into consideration.

Furthermore, you can contact us via our web form and the details can be found on: http://www.ryanair.com/ie/questions/contacting-customer-service/

I hope the above has clarified the matter for you and I hope this will not deter you from travelling with us in the future.

Yours sincerely,

Ryanair Customer Service Department