My complaint:
On Saturday 24th April I attempted to check in for a flight from Stanstead to Alicante on Ryan Air flight FR8976.
I had with me my valid Covid test result, the relevant covid travel documents for Spain, my passport and my required pre printed Ryan Air documents.
On checking my documents the check in assistant told me that my visa was invalid for the journey, he took my documents aside and asked a supervisor who agreed with him. He returned to me with my documents and the words Not Permitted Entry to Spain written across my boarding documents, they then refused refused to let me board the flight.
I hold a Valid Oman Passport with a valid 2 year multi entry visa for the Schengen area issued by the French Embassy in Muscat.
The check in assistant then entered No Show into the Ryan air system. A little stupid considering I have a document here with me that he or his supervisor wrote on in his own handwriting.
They also said to me that I could fly to Spain on this same visa from the UK from mid May, surely this contradicts themselves.
The two of them said on several occasions go home and contact customer services When I asked for a refund they told me i had lost the ticket. even though there was still 2 hours until takeoff time. This suggests to me they knew they were wrong but wanted to get me as far away as possible before I found out they were wrong.
On arrival back at home I contacted Ryan Air Customer Services.
1153am Sat. 24 April 2021
The 1st assistant asked security questions, and after every answer he said I had given incorrect answers and could not help me. This went on for several minute’s, he refused to pass me to speak with a supervisor, refused to answer any questions, refused to do anything to help. He then told me he would shut the line and did so.
12:15pm Sat 24th April 2021
I called back immediately, the 2nd operator, followed much the same path, although he was good enough to admit that all the security question answers I gave were correct. The same answers I had given assistant 1.
However he too refused to pass me to a supervisor. He then put me on hold, and then shut the line.
12:32pm 24 April 2021
Assistant number 3 didn’t even get to make any mistakes. I immediately asked to speak to a supervisor, Mr. Daniel, line supervisor, (employee number HCC192) came on the line and was very helpful.
First he ed to me that yes indeed my Schengen visa was indeed valid for my flight from the UK to Spain even though it was issued in France, and yes indeed it was very wrong for the check in assistant to tell me other wise.
He was also a little shocked and surprised to discover that the check in assistant had entered No Show onto the system.
He has also promised to look into the 2 call center assistants I spoke to first.
I will be calling Daniel again tomorrow for a follow up.
Following my conversation with Daniel, I contacted a few other airlines and all of them without fail ed to me that it does not matter which embassy issued the Schengen visa, if you have a valid Schengen visa you can enter any of the Schengen states.
I would like to know how you are going to compensate me for my time, money and stress that your incompetent staff have caused me.
Your check-in assistant at the airport was rude, arrogant and just plain wrong with his information.
His incompetence has cost me not only my flight, but also the cost of the Covid Test and 2 taxi rides from Wroxham in Norfolk to Stanstead airport, a cost of 110 GBP each way.
Your call center assistants (excluding Daniel) where also rude, unhelpful and dishonest when I gave the correct answers to the security questions.
Further to that. I am now stuck in the UK still. I was supposed to travel to Spain to join my husband in December, due to the covid situation I have been stuck in the UK until now.
Finally I could continue my journey and join my husband and your incompetent staff giving wrong information have put me back again, and cost me almost 500GBP.
I would like a full refund for the flight money along with compensation for the taxi journeys and Covid test.
141.96 GBP – Flight
220. GBP – 2 x taxi’s
85. GBP – Covid test for Travel to Spain
—————-
446.96
I would also like to be kept informed of disciplinary action and training given to the assistants involved to make sure they do not cause undue stress hurt and anxiety to anyone in future.
This information given by your employees was incorrect and amounts to little more than a lie.
This problem can easily escalate if I do not receive and satisfactory compensation and apology from Ryan Air.
Regards
Maryam Al Shaikhani.
Suggested solution:
I would like a full refund for the flight money along with compensation for the taxi journeys and Covid test.
I would also like to be kept informed of disciplinary action and training given to the assistants involved to make sure they do not cause undue stress hurt and anxiety to anyone in future.
