I used to be on a Ryanair flight from Bristol to Dublin that took off throughout Storm Amy in October final 12 months. It was unable to land at Dublin after two abortive makes an attempt and was diverted to Manchester, the place we sat on the airplane for six hours, with no complimentary refreshments, earlier than being unceremoniously ejected at practically midnight.
We have been instructed Ryanair employees would organise taxis and motels, however no crew disembarked with us, and the terminal was abandoned.
I, together with different passengers, was compelled to take a taxi to a resort for the night time. There was no phrase from Ryanair and no flights confirmed as accessible the subsequent day, so I took two buses again to Bristol.
The abortive journey value me £900 however Ryanair failed to provide a ticket refund and has refused my £240 declare for the resort and transport as a result of it appears to have recorded the flight as having landed in Dublin.
RC, Bishop’s Tawton, Devon
Your communications with Ryanair make for surreal studying. Customer service brokers first insisted that you just submit your declare through the corporate’s on-line portal, which didn’t checklist your flight as cancelled or delayed.
After two weeks of this, you have been all of a sudden instructed that you just had been rebooked on to a Dublin flight that supposedly departed when you have been nonetheless caught within the diverted plane. As you failed to board this phantom flight, it claimed that you weren’t entitled to bills.
In useless, you requested for the communication advising you of this substitute flight, or the variety of passengers who flew on it. Ryanair merely doubled down and washed its fingers of you.
Only after I questioned the airline did it determine that you just had been “incorrectly advised”. It has now refunded you the price of the flight and supplied to cowl your resort and transport prices.
As for the refreshments, which airways are obliged to present free of charge if a delay exceeds two hours, it instructed me disingenuously that the bar was open. It later admitted that this was a paying bar. Passengers might declare again the associated fee through its on-line portal, it says, and we can all guess how that will prove.
We welcome letters however can’t reply individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please embrace a daytime telephone quantity. Submission and publication of all letters is topic to our terms and conditions.
