Monday, 28 July 2014

Know your rights - with Ryanair customer service

This morning it was breakfast on the terrace with apricots and peaches in hazy sunshine with the Mediterranean somewhere in the distance.  But it almost didn't happen due to huge thunderstorms that deluged the area around Pisa, closing the airport for hours.  The Ryanair plane I was due to fly on was still stuck on the ground at Pisa at the time it was due to take off from UK.  7 hours in Liverpool airport is no joke!!  There was very little information on the ground - a lot of rumours, but I found their customer service impeccable.  Ryanair get a lot of knocks, but I'm a frequent flyer (sometimes 2 or 3 times a month) and have been for years and this is the first time I've encountered real problems. They may not be lovable, but they are certainly efficient - I can usually rely on them to be on time.


I'm registered with Ryanair, which makes it easier to book since they have all my details already, and was pleasantly surprised that I got regular text messages updating me on the progress of the flight which were far more accurate than the departure board.  I was even able to tell fellow sufferers what time the flight had left Pisa!  After a 2 hour delay, they began giving out vouchers for food and drink at the Ryanair gates, which you could get by showing your boarding pass. At 6.30pm I was sent an email telling me the estimated time of the flight departure and telling me that I could cancel and get my money back immediately if I wished, or that I could transfer free of charge to any other Ryanair flight that had seats.  In the end I waited, arriving in Pisa in the middle of the night, facing a long taxi ride home (which I can claim on  my travel insurance).  I'm copying the info at the bottom of this post, just in case anyone wants to be sure of their rights in a similar situation.

I got back to the house in torrential rain to find branches off trees, water everywhere, no electricity and a stinking fridge full of mouldy food - apparently a storm earlier in the week had kicked out the power. Not the kind of homecoming I'd planned, but all is back to normal this morning.  And I have no complaints about Ryanair's customer service - they've obviously been listening to critics.  It must have been a nightmare for them, because 12.30am Sunday  morning they had a plane and crew in Pisa that were supposed to be in Malta and lots of other planes around Europe all in the wrong places, not to mention a lot of disgruntled passengers! Spare a thought for the operations manager.

Now, I'm off to enjoy the sun before the next storm due to arrive early tomorrow......

Dear Customer
Ryanair sincerely apologises for the delay to your flight the FR9626, from Liverpool to Pisa on the 26-07-2014.
Please see below the 2 options available to you:
1. Transfer from the delayed flight to another Ryanair flight - Free of Charge
When a flight is delayed more than 2 hours after its scheduled time of departure, you can (if you wish) transfer from the delayed flight free of charge (subject to seat availability) to an alternative Ryanair flight to/from different departure or destination airports or via another airport served by Ryanair, please contact Reservations (subject to opening hours) or go to the airport ticket desk/handling agent desk.
If you transfer to a new Ryanair flight on the same or following day and cannot re-print your boarding pass it will be re-issued free of charge at the airport ticket desk.
2. Apply for a refund if you choose not to travel
If due to the flight delay you wish to cancel your reservation and claim a full refund of your unused flight(s) please go to the ticket desk in the airport or contact our Reservations Department (subject to opening hours). Refunds will be
processed in 7 working days back to the form of payment used to pay for the original booking
FREE PHONE CREDIT
Click here www.callcardpins.com
 to view the access number from your country then dial that number and enter the following unique 10 digit pin 5964363761 to receive your free phone credit valid for 24 hours from the time of issue.

Click on the following link for information on Passenger Rights under EU Regulation - EU261/2004 – 14.2 NOTICE
We again sincerely apologise for the inconvenience caused by this flight delay.

Yours sincerely
Ryanair Customer Services

1 comment:

  1. So good to see you put a positive gloss on what must have been a tiresome experience, And good for Ryanair for making it the least worst experience. It is so easy to complain when no-one is at fault. I related to your post because we are travelling home from Marseillan by Ryanair in Thursday, Though we don't fly as frequently as you we have found Ryanair a useful and efficient airline,
    As for me I am just looking forward to my secong last apricot and peach breakfast and am sad to go, Bon Appetit! wx

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