My complaint:
I would like to express my serious dissatisfaction with the service provided by your airline staff during boarding on our flight from Ibiza to Barcelona.
I believe your airline lacks basic humanity and tolerance when dealing with passengers traveling with small children.
When we approached the gate, two staff members informed us that since we did not have priority boarding, we had to stand in the general queue — despite the fact that we were traveling with a newborn baby. In most airlines worldwide, families with infants, especially those with strollers, are invited to board first, as they require more time to get settled, and such situations can be stressful for a baby. This is also standard practice similar to passengers requiring special assistance.
When it was finally our turn to board, we were told that we could not take our stroller on board. However, our stroller is a Babyzen YOYO, which is specifically designed to meet cabin baggage size requirements and fit under the seat like a standard carry-on item.
The staff insisted that we had to leave the stroller at the aircraft door because we did not have priority boarding. We even offered to pay for an additional cabin bag, but we were told that the stroller would still not be allowed in the cabin.
It appears that the staff were not properly informed about carry-on baggage policies and size regulations.
This entire situation was extremely stressful for our family. Our two-month-old baby was crying due to the stress of the process, and the attitude of the airline staff at the gate was neither respectful nor supportive.
I hope you will take this complaint seriously, review your staff training, and ensure that such situations are handled more professionally and compassionately in the future.
Best regards
Suggested solution:
I would like Ryanair to formally acknowledge the issue and provide a written explanation of the actions of their staff at the boarding gate.
I also expect an apology for the stress and inconvenience caused to my family, especially considering we were traveling with a two-month-old baby.
Additionally, I request that your staff receive proper training regarding:
• boarding procedures for passengers traveling with infants
• cabin baggage policies, particularly regarding approved cabin strollers such as Babyzen YOYO
Finally, I would appreciate appropriate compensation for the distress and poor customer service we experienced.
