My complaint:
I am writing to you to get 22 euros reimbursement because I unfairly paid this amount for being able to have my hand-luggage in the cabin on my return flight.
On 1st of March I had my flight from Brussels to Budapest. When I did the check in on 28 February, previous to my departure I had to pay 10 euros extra for being able to carry a 10kg hand luggage in the cabin, which I paid. Logically would have been that once I take the hand luggage with you on holidays I am able to carry it back. In addition, on 28 February, I also tried to do the check in for the return flight but I was not allowed to do so.
I had to do the check in one day prior to my departure. So I did the check in for my return flight on the 3rd of March. First of all the website was not working. I downloaded the Ryanair app on my phone but the only options were either paying 40 euros for hold baggage, either 12 euros for checkin luggage (it was not at all clear what this meant) or 5 euros for priority check in (it was not clear what was this option). I nonetheless paid 12 euros hoping to be able to come back to Brussels with my hand luggage (which was very logic to do). When I got to the embarking point I was obliged to pay 22 euros penalties. I did not understand why. Furthermore, I was told that I had to hand in my hand luggage to the hold luggage cargo. This was not an option for me.
This hand luggage policy is inadmissible together with the fact that I could not check-in for the round trip flight on 28 February and the fact that your website was not working and that the information is not at all clear nor transparent. I cannot believe I ended up paying 32 euros for my hand-luggage.
Suggested solution:
Hereby I request to be reimbursed of 22 euros (10 euros I understand would have been the normal price for having my hand luggage in the cabin with me).
