My complaint:
To whom it may concern,
I am requesting a refund for EUR 110.00, which a was charged to my travel card on 06 October, as per the attached statement.
On the 4th of October, I made 2 attempts to check in online but received a grey screen advising that the service was unavailable. At this same time, I also paid for 2 x bags, up to 10kgs to be checked in. Statement also attached for AUD $53.29. As I was leaving Australia the next morning, I was not able to make further attempts to check in.
On arrival Madrid airport I was advised that I was required to pay EUR 55 x 2 Total EUR 110, for not checking in online. I explained that I had made an attempt, but that I had received an error. I was told to go to the Ryanair office window nearby to explain the situation. I did this and was asked if I had a screenshot of the error. I did not have this and did not even consider taking a screen shot as I assumed that Ryanair would know that their online service was not available at the time I tried to check in. I reluctantly paid the 110 which covered both myself and Jane Sanchez. We were both travelling form Madrid to Porto that night (06 Oct).
As I made various attempts to check in online and was not able to due to your system, I am requesting that a refund if EUR 110 be returned back into the account from which it was taken. Your records should that your online check in system was not available on the day I tried to check in, although your system did allow me to check in extra baggage and charge my credit for this.
I look forward to receiving my refund at your earliest convenience.
Suggested solution:
I look forward to receiving my refund for the EUR 110 at your earliest convenience.
