Exceptional Customer Service

Ryanair - www.ryanair.com
★★★☆☆
2.6
From 947 reviews
46.0% of users recommend this

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rhodes169's review of Ryanair - www.ryanair.com

“Exceptional Customer Service”

★★★★★

written by rhodes169 on 03/04/2014

I know that there's a lot of poor reviews of Ryanair. Often it's their ground handling staff who are to blame and usually these people work for other companies who are contracted to Ryanair.
I have flown with Ryanair many times and do accept that they have many rules which you need to follow if you are to avoid any hassle. I have flown with them twice recently and since they changed their hand-luggage and reserved seating policies. What a difference that has made and travelling with Ryanair is now a much more civilised experience.
I must particularly commend the cabin crew on the last flight from East Midlands to Alicante as they went out of their way to be accommodating - the steward even helping everybody to put hand luggage into the overhead lockers.
What I really want to praise Ryanair for though is their care and consideration when I had to cancel flights recently after a family bereavement. I phoned them up and explained the circumstances. The call-handler was very helpful but she said I would need to write in. This I did and a couple of days later I got a full refund. I am well pleased as this has saved me making a claim on my travel insurance.
It's all too easy to knock Ryanair but important I think to remember that they have revolutionised air travel across the whole of Europe and I for one could not enjoy my present lifestyle without the cheap flights they provide.

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Seminara's Response to rhodes169's Review

Written on: 12/04/2014

Sadly my experience was quite different. Last year I was flying from sanstead to Sicily to visit my father who was terminaly ill. I had a small case that was smaller than the size allowed.
I had a small hand bag with my tickets, purse etc in, I had a duty free carry bag with two box of chocolates roses in . I was told I had to put everything in the case. I did put my hand back into the case. However I did not put the chocolates in the case (I did not want them to squashes them) the young man at the gate told me as I had disobeyed I would not be flying that day.( I handed the chocolates to the ground staff at the gate and left them behind) When I got to the entrance of the plane had to unpack to get my tickets out. Once on the plane it was apparent they had over booked and one person was left standing. After a lot of arguing they found the gentleman a seat (one that had been sectioned off at the front) Then the guards came on the plane and asked me to get off. (Their only reason was the young man at the gate wanted me off) I refused. Four armed policemen came on and took me off . I did not fly that day. I did not fly for another two weeks. Fortunately I did get to see my father just before he died but it could have been a very different story.
Ryanair throw me off the plane because I had tried to take two boxes of roses on knowing I was going to visit my dying father.
Shocked at their behavior.

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Rhodes169's reply to Seminara's Comment

Written on: 12/04/2014

Sorry to hear your story. Ryanair have changed their hand luggage policy recently and having flown with them 5 times in the last 6 weeks, I have noticed that things are considerably more relaxed. You can now take a small bag as well as your hand luggage case although some hand luggage gets put into the hold (at no extra charge!) but I've always been able to get mine into the cabin.
The problems you had at the gate are probably down to the ground-handling staff who are not Ryanair. Some of them are really offensive and I know they can be difficult. From what I've seen things are a lot easier now and although this won't help you it might persuade you to give Ryanair another chance.

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