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Customer Service
COMPLAINT: Worst Service - Lost Flight because of check in assistant fault

 
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Old Jul 10, 2019, 9:00 AM
Giulia Gasparin Giulia Gasparin is offline
 
Join Date: Jul 2019
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I cannot express how disappointed I am with Ryanair. As a low cost airline, we know we can't expect much from them, but what happened to me today was outrageous and immoral.
I had a flight to Budapest at 6:10am departing from Schönefeld Airport. I arrived there with my partner on time, at 4:30am, and we had already checked in online, we only needed to drop the baggage.
The queue was huge, but I confirmed with the check in lady that we had to be in the regular queue. They would call passengers to come up front if the flight would close soon.
The flight to Budapest would close at 5:40, and at 5:38 they called passengers from this flight to skip the queue. However, when we got there, the check in lady seemed worried and surprised that the flight was already closed. Since our baggage is oversized, we couldn't board with it in the plane obviously. She said we should talk to Ryanair agents in the booth just outside the check in area, and that she couldn't do anything for us.
The agents in the booth were even worse, simply denying any fault of the company, and questioning the fact that we arrived perfectly on time to board and drop our baggages.
We simply had no help or support to arrange another flight or get a refund, but we had absolutely no fault.
We arrived on time, more than 1h before the flight would close, and we missed the flight because the check in assistants couldn't organize themselves. They did acknowledge this, but simply refused to help or provide any assistance.
I assume the lady knew it was her fault, so she refused to give her name or help us with a note stating we arrived in the check in on time.
Another passenger had the same issue, and is a witness of the negligence.

However, I cannot stand for this injustice and I do expect Ryanair to provide at least the refund for these flights. It is not acceptable that we, as customers, need to spend additional money booking new flights when we did everything correctly.
Again, we arrived on time. The problem was the check in organization and negligence of the assistants. I am not going to pay for their mistake.

Needles to say, losing this flight implies I will lose valuable training for the Fencing World Championships in Budapest, and my partner important meetings from his job.

Ryanair, have at least a bit of decency and help us sort this out. I was baffled with the lack of consideration.
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compensation claim, negligence, refund, ryanair


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