Other European Frequent Flyer Programs - Ryanair is the WORST!!

So, I had to reissue my ticket since I added more baggage. I called up and said I didn't have a printer to print my boarding passes out. She told me "No problem, just print as a PDF to your phone".

I get to Ryanair and they charge me 120 euros for no boarding pass DESPITE me having it on my phone!!!!! And their agent telling me it would be OK!!! (60 pp)

I'm going to complain, but what I've heard about them, it won't really matter much. Anyone have any good Ryanair stories?

Thank you!
;)

Who told you a .pdf would be fine on your phone? I'd be hugely surprised if the Ryanair call centre did.

All they have ever accepted is single side A4..

I agree - I've never heard of anyone using an electronic version. A quick check on the website might have saved you 120 euros I'm afraid.

A bit sympathy from my side: If an airline charges me 120 Euro for "reprinting" my boarding pass I would never ever set foot on one of their planes again. This is just very wrong. Another example of how customer-unfriendly their business model is. :td:

Ryan Air are still in business becuase people are short sighted. Not saying the OP is obviously, more a general conclusion.

I did check the website, why do you think I called? to confirm and see if there was an alternative?

I would have found a way to print it out if they told me I absolutely needed it. I mean if you call up their centre and someone tells you something, the natural thing to do is trust what the company says?

Who told you a .pdf would be fine on your phone? I'd be hugely surprised if the Ryanair call centre did.

All they have ever accepted is single side A4..

As I said, the Ryanair call centre.

Is it possible that there was a simple misunderstanding during the phone call? They may have meant that you should save the PDF on your phone and carry that with you until such time as you were in a location where you could then print the boarding pass.

While I sympathise with you, Ryanair make absolutely no secret of the fact that they charge a punitive fee for having boarding passes issued at the airport - and further that the boarding passes have to be presented on paper, printed one-sided, and clearly legible. You should never (in any instance) rely on an undocumented oral assurance when all the written evidence clearly states the opposite.

Is it in the rules that you need to print the BP first? Yes. That doesn't make it any less absurd. Totally agree with ralfkrippner.

On all the times I need to fly cheaply intraEurope, it's policies like these that make me never consider Ryanair. They lose probably 500-1000 euros/yr because I'm not confident enough in my ability to avoid accidentally incurring some asinine charge.

perhaps it would be good to look at ryanair's business model http://www.air-scoop.com/pdf/Ryanair-business-model_Air-Scoop_2011.pdf

it's all about generating revenue from additional services (other than flights) and forcing everyone to go to court against them. i refuse to fly with them.

You certainly need to know in advance how best to handle the Ryanair experience and how to prepare for a Ryanair flight. As long as you can get a bargain-basement fare on a route you want to travel (and don't check in luggage, exceed your cabin baggage allowance, or do anything else that incurs fees) and are prepared for the (often) far-out-of-town airports (don't forget to factor in the often considerable transport costs - and time - associated with this), and (mentally) prepared for the scramble for seats, the (lack of?) service, the total intransigence and inflexibility, etc, it's fine. There are lots of rules but they are well published and as long as you don't expect them to shown any leniency - i.e. don't put yourself in a position where you don't meet all their rules - then you will have no problem with them and can often get a good deal.

In all other cases - you're probably better off considering an alternate transport option!

The issue here is that the OP was given incorrect information on the phone (and I have no reason to think that he is making it up). This is unacceptable no matter how much or how little one pays for one's ticket.

Do Ryanair record telephone calls?

And I don't understand why the agent would have misinformed him. Was she a new employee who previously worked for another airline and got confused between her old job and her new one? Or was it an outright revenue-generating lie?

Do Ryanair record telephone calls?


I would assume so - many airlines do. Why not draft a short letter - include invoice - and request reimbursement. Indicate you would like to receive copy of your call with agent.

You could buy a printer for less than ryanair charges to print a boarding pass and that's what I'd do before paying 120 euro! First of all I'd ask to pay to use a business center at an airport hotel, or find somewhere to receive a fax. Outrageous.

A bit sympathy from my side: If an airline charges me 120 Euro for "reprinting" my boarding pass I would never ever set foot on one of their planes again. This is just very wrong. Another example of how customer-unfriendly their business model is. :td:

^


I wonder if this exists:

If I managed a shop right next to their check-in areas, I would have a big sign offering to print boarding passes for a few Euros. Make some money for the shop, help sell other items and not have every customer hate my company.

^


I wonder if this exists:

If I managed a shop right next to their check-in areas, I would have a big sign offering to print boarding passes for a few Euros. Make some money for the shop, help sell other items and not have every customer hate my company.

That is a pretty good idea, although knowing O'Leary he would probably force the airport to close you down.

€60 per person to print a boarding pass.


Is this capped at all? I wonder how many times a day a family of four forgets and is forced to pay €240 for four sheets of paper. Everyone makes mistakes, I would feel really bad for anybody forced into that situation.

^


I wonder if this exists:

If I managed a shop right next to their check-in areas, I would have a big sign offering to print boarding passes for a few Euros. Make some money for the shop, help sell other items and not have every customer hate my company.

Ryanair have thought of that, you have to check in online a minimum of 4 hours before your flight. A friend of mine was stung by this a couple of years ago. Went to check in online 3 hours before the flight and it's not available. Had to pay £60 at the airport.

I would assume so - many airlines do. Why not draft a short letter - include invoice - and request reimbursement. Indicate you would like to receive copy of your call with agent.
I heard that they will sell you a duplicate recording of your call for 130!

Just why do the regulatory agencies let Ryanair get by with this sort of robbery?

Seriously, hasn't someone in the government seen them as a target for a very popular regulatory law regarding outrageous fees?

Ryanair have thought of that, you have to check in online a minimum of 4 hours before your flight. A friend of mine was stung by this a couple of years ago. Went to check in online 3 hours before the flight and it's not available. Had to pay £60 at the airport.

Can you reprint a pass by yourself? This idea would at least allow people who lost their pass to reprint one without outrageous cost.

If you can print it, you can reprint it. Just make sure that you save a copy digitally when printing (ie: Print to pdf first), and then you can always re-print the pdf. This is also especially useful in case you want to do retro-credit of miles (obviously not the case with Ryanair though), as you dont have to keep printed (used) boarding passes around. Just re-print the PDF again when you want to make a claim.

Ryanair have thought of that, you have to check in online a minimum of 4 hours before your flight. A friend of mine was stung by this a couple of years ago. Went to check in online 3 hours before the flight and it's not available. Had to pay £60 at the airport.

Well, to be fair, online checkin opens 15 days before the flight.

Can you reprint a pass by yourself? This idea would at least allow people who lost their pass to reprint one without outrageous cost.

This could be the issue with, the OP may have been told to save it to .pdf to print later, as within 4 hours of the flight you cannot actually check in. On the other hand it could well just be another ploy to get more money off people.

The OPs first mistake was to fly Ryanair. It'll be a cold day in hell before I set foot on anything O'liary has anything to do with.

As for the OP, if you paid by credit card, you can dispute the charge with them if you get nowhere with Ryanair.

Disputing a charge which is clearly disclosed (and the carrier can demonstrate was clearly disclosed) isn't going to get OP anywhere.

In the end, this is a business model which is highly profitable and works very well. There are a vast # of people quite willing to endure silly rules to get a great price. There are others who simply won't do it.

The only way to really impact outfits such as RyanAir is for customers to vote with their feet. But, that is quite clearly not happening.

^


I wonder if this exists:

If I managed a shop right next to their check-in areas, I would have a big sign offering to print boarding passes for a few Euros. Make some money for the shop, help sell other items and not have every customer hate my company.

Haha, yeah I thought of the SAME thing, but the rules are on their site so most people do have their boarding passes printed out. Even some of us with them on their phones! ;)

I did draft a letter and fax it to them, so hopefully they will refund it.

I tell you, if I don't get a refund, I will pay more for an other airline. There is no way I will fly them again.

I think they do record their conversations, which I pointed out in my letter. Let's see what happens.

Thanks guys, for all the support!
:)

What do you expect from an airline, that is thinking to charge their costomers for using the rest-rooms on board or their airplanes? Except for breathing air in their airplanes, Ryanair charges you for everything else (very heavily). Im am already waiting until Ryanair starts to do that as well ... :D

You might not like their practices, but it's not that they don't inform you about them. So nothing illegal going on.

And although some of the charges are ridiculous that can also be said of the cancellation fees and other charges for changes with other carriers. If you know about it before booking you can decide for yourself.

And even I, who has never flow with Ryan Air and has no intention to, know about the charges when you don't have a printed boarding pass of your luggage is over the weight/size limit....

Bad advice was given but the challenge will be proving that.

What do you expect from an airline, that is thinking to charge their costomers for using the rest-rooms on board or their airplanes? Except for breathing air in their airplanes, Ryanair charges you for everything else (very heavily). Im am already waiting until Ryanair starts to do that as well ... :D

Oh, but they already do. If the oxygen masks are deployed, you need to deposit a €2 or £2 coin, or swipe a credit card, to start the flow of oxygen.

(!!! :D )

Oh, but they already do. If the oxygen masks are deployed, you need to deposit a €2 or £2 coin, or swipe a credit card, to start the flow of oxygen.(!!! :D )

Oops, I missed that fee. :p

Well, to be fair, online checkin opens 15 days before the flight.

AND they send you a PDF of the boarding pass (or you can download it), so I don't see what the problem is.

If you don't like it, don't fly them.

What I usually do if I don't have a printer available 15 days before the flight, is to print the BP to PDF and save it in Google documents. Then if I forget to print the BP (or lose the it) I am able to print it even in the airport for at most a few euro.

AND they send you a PDF of the boarding pass (or you can download it), so I don't see what the problem is.

The problem for the OP was that he had to get his boarding pass re-issued at short notice after adding an additional bag, and that he did not have access to a printer (and that he apparently got misinformed about being able use an electronic boarding pass)

Also - and I am talking from experience in my own family: Having to print one's own boarding pass can be quite a problem for some elderly people who don't own computers. My mother had a neighbour with a computer who was kind enough to print out boarding passes for her, but my mother-in-law lives in a neighbourhood full of elderly people where no one has a computer. We could put a boarding pass in the post to her if there is enough time, but there is simply no way she would be able to travel Ryanair at short notice

Just a thought, for 30-40GBP I'm sure you could BUY a printer these days. Ryanair could actually put this as an option on their website (Click here to have a printer shipped to you within 2 working days).

Just a thought, for 30-40GBP I'm sure you could BUY a printer these days. Ryanair could actually put this as an option on their website (Click here to have a printer shipped to you within 2 working days).

And what do you do with once you've printed your boarding pass at your holiday destination? You can't bring it back with you on your Ryanair flight...

Ryanair is make quite some money with these fees. Why should they sabotage their own business model? :confused: The one-and-only options they are having are then


sell printers for an excessive price (and possible enforcing the customer for an additional extra peace of luggage - coming with the standard extra fees for late registered luggate)


run a copy shop, where you could print the boarding pass for the same fee

In the end, it will come to the same money-making rip-off model. Cheap base fares, but no way to avoid huge extra fees if you need to make any modifications or require any extras (e.g. luggage). :mad:

And what do you do with once you've printed your boarding pass at your holiday destination? You can't bring it back with you on your Ryanair flight...

Well, you would buy the printer before you commenced any travel, and have it delivered to your home address, rather than buying it while on holidays and having it shipped to your holiday address....

Only if your holiday is of 15 days' duration or more would you not be able to print both boarding passes before you leave, and in that case, one would just go to the local internet cafe and print out your boarding pass there...

(Note: you can't bring printer cartridges on any flight anymore, not just on Ryanair flights!!!)

Well, you would buy the printer before you commenced any travel, and have it delivered to your home address, rather than buying it while on holidays and having it shipped to your holiday address....

Don't forget this thread started because someone had to print a fresh boarding pass at short notice after adding a bag to their booking... so this wouldn't help.

Only if your holiday is of 15 days' duration or more would you not be able to print both boarding passes before you leave, and in that case, one would just go to the local internet cafe and print out your boarding pass there...

Or if you're a pensioner who has never used a computer in their life... or who has had to give up using their computer because of ill health. Ryanair makes no provision whatsoever for people who don't own/have access to computers, and there are still a surprising number of those around.

Just a thought, for 30-40GBP I'm sure you could BUY a printer these days. Ryanair could actually put this as an option on their website (Click here to have a printer shipped to you within 2 working days).

Or RyanAir should provide a kiosk at the airport for people who forgot or do not own one and maybe charge 5 pounds.

Don't forget this thread started because someone had to print a fresh boarding pass at short notice after adding a bag to their booking... so this wouldn't help.



Or if you're a pensioner who has never used a computer in their life... or who has had to give up using their computer because of ill health. Ryanair makes no provision whatsoever for people who don't own/have access to computers, and there are still a surprising number of those around.

Well, isn't that their whole business plan? If you don't do everything yourself, you pay, sometimes a lot. Seems to work pretty well so far.

Don't forget this thread started because someone had to print a fresh boarding pass at short notice after adding a bag to their booking... so this wouldn't help.

I didn't forget - I was just replying to your "you can't bring it back on your flight" comment - which I assumed meant a printer!

Or RyanAir should provide a kiosk at the airport for people who forgot or do not own one and maybe charge 5 pounds.

Well, they sort of do...it's called the check-in desk, but the charge is 60 pounds!

I didn't forget - I was just replying to your "you can't bring it back on your flight" comment - which I assumed meant a printer!

Though you can if you get a portable printer. I used to have one and it was tiny and went in my laptop bag. Something like this:
http://www.pcmag.com/article2/0,2817,2389136,00.asp

Well, they completely ignored my letter and talk about checking in. I already checked in well ahead of the flight. So, that wasn't the issue at all? Anyhow, responded to them again. I also am disputing the charge on my card. Albeit they wouldn't accept AMEX, which would make disputing it a breeze, hopefully Chase will do well too.

Dear Mrs. Russell
I refer to your recent correspondence.

Ryanair’s online check-in service is available from 15 days up to 4 hours prior to your scheduled flight departure time(s). If both your outbound and return flights are within the 15 day period, at the time you check-in online then both boarding passes can be printed simultaneously (if your return is outside of this timeframe then you will be required to check-in within 15 days of your return date). Once you have checked in online the boarding pass can be reprinted up to 4 hours prior to the scheduled flight departure time. This information is also detailed on the terms and conditions agreed to at the point of reservation.

All passengers are sent an email notification two days prior to departure reminding them to check-in online. As per Ryanairs General Terms and Conditions of Carriage, agreed to at the time of purchase, if you do not check-in online you will be required to pay the Boarding Pass Re-Issue Penalty at the airport (Euro 60/ GBP 60). This facility is available up to 40 minutes prior to the scheduled flight departure.

As you did not comply with our Terms and Conditions, this penalty was correctly charged and is non-refundable.

We sincerely apologise for any inconvenience caused and I hope the above has clarified this matter.

Yours sincerely,


Ryanair Customer Services.

Unfortunately, email replies to this address cannot currently be accepted, responses can be sent by fax to Ryanair Customer Services on +353 1 5081702

What you got was the standard check-in fee letter. They probably don't even read letters - they just look for key words and then pick out a boiler-plate letter according to those key words. They're not alone in this, I've seen other companies do the same. It's standard fobbing-off technique which probably gets rid of at least half the people that write in with a complaint.

I've found with other companies that use this technique that if you write back and point out the inappropriateness of their reply they will THEN read your original letter and reply to it. My standard opening phrase is something like "Thank you for you letter of [date] which does not address any of the points I made" before going on to highlight the specific points that they failed to answer.

This may or may not work for Ryanair... Ryanair being Ryanair you may well have to write more than once, or they will continue to send their standard boiler plate letter regardless of how many times you write back, but it's worth a try.

We all wanted low fares, right?

So now we have low fares with all the consequences - GBP60.00 late check-in fees, GBP50.00 too large hand baggage fees...

If you stick to their rules, you can fly for a few GBP, otherwise you pay outrageous fees...

We all wanted low fares, right?

So now we have low fares with all the consequences - GBP60.00 late check-in fees, GBP50.00 too large hand baggage fees...

If you stick to their rules, you can fly for a few GBP, otherwise you pay outrageous fees...

If you followed this thread from the beginning you should know that it's primarily about the OP having acted, in good faith, on incorrect information provided by a Ryanair employee over the phone.

I have recently incurred in the 60euro robbery for not having a printed boarding pass.
Just a few things to add (or repeat!) to the topic:
1) Ryanair regularly (twice this year) do not send me a confirmation e-mail upon booking: this way you are forced to call them and spend money and time on the phone... plus you are more likely to forget printing your boarding pass.
2) I did check in online, on my way to the airport.
3) After this practise was court-banned, at least in Spain, they are ready to stand as an out-law company.
4) I had the pass on my phone, that didn't help (I could have gone through security with that, but then they would have stopped me at the gate, I guess).
Please post on this blog any news on this topic, I will not give up and want my money back: there will be court rulings in more countries, they will eventually be forced to give compensations (do keep your receipts).
To prevent from the comments of those genius about getting what you pay for: I didn't choose the company, just the only possible option to go from A to B at reasonable times (anyhow paying 200euro).

Lucarusso, welcome to Flyertalk!

I'm no fan of Ryanair, and I avoid flying with them these days, and it is very rare for me to defend them... but:

Ryanair regularly (twice this year) do not send me a confirmation e-mail upon booking: this way you are forced to call them and spend money and time on the phone... plus you are more likely to forget printing your boarding pass.

I have no reason to doubt your statement that you did not receive confirmation emails on two occasions... but why are you saying that you were forced to call them because of that? You don't need a confirmation email... all you need is your booking reference. If your screen said "Booking complete - booking reference ABC123" then that's your proof of booking, you don't need anything else. And why should the lack of an email make it more likely that you forget to check in? Checking in is your responsibility, if there is no email you just have to make a note in your diary (or check in immediately after booking, if you're close enough to the date of departure)

2) I did check in online, on my way to the airport.

But you didn't print a boarding pass, right?

4) I had the pass on my phone, that didn't help (I could have gone through security with that, but then they would have stopped me at the gate, I guess).

The OP was in the same situation, but he had been (wrongly) told on the phone that an electronic boarding pass was acceptable. Did you phone Ryanair, and did they give you the same incorrect information?

To prevent from the comments of those genius about getting what you pay for: I didn't choose the company, just the only possible option to go from A to B at reasonable times (anyhow paying 200euro).

I have paid similar amounts for Ryanair flights on two occasions, both emergencies when I had to get from A to B in a hurry and there was no other choice. I wouldn't pay that kind of money if there is a choice, even if the alternative is less convenient.

I flew Ryanair for the first time a couple weeks ago, SXF-RYG. Must say I was very pleasantly surprised as I was expecting hell on earth. I had to check in at the desk to have my papers stamped since I have a US passport. I had no issues whatsoever and the price couldn't be beat. Follow the rules and it's a helluva deal.

Follow the rules and it's a helluva deal.

That's exactly it.

Ryanair is not a great choice for infrequent/first-time/unprepared/DYKWIA-type fliers, or even just those people who are used to full-service airlines.

But if you play by their rules, there are some fantastic bargains to be had.

I'll pay more money not to fly them now. Their loss. I fly quite a bit within Europe.

I sent them a response to their non-action and the fact they did not even address my issue and have had no response over a month later.

I am currently in a dispute with my card company over it.
Cross your fingers I win.

Thanks for everyone's comments and feedback!
;)