| Name of Complainant | |
| Date of Complaint | March 28, 2019 |
| Name(s) of companies complained against | Ryanair |
| Category of complaint | Airlines |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Hello, my name is Zheni Ivanova and I would like to file a complaint against Ryanair DAC.
Today on the 28th of March, I purchased to airplane tickets from https://www.ryanair.com/se/sv/ from Sofia – Bulgaria to Stockholm Sweden on the 21st of April 2019.
While making the purchase I did receive a quote of a price I am supposed to pay which was not mentioned anywhere on the website, including my receipt later to be anything else than in SEK. I did complete my reservation and paid the required amount which according to the screenshots I will provide was 276SEK. A couple of minutes later I noticed that my card had been charged with 3175,86 sek for the same trip. I immediately went back on the website and double checked my receipt where just a number 285,88 was indicated and no mention that it is in any other currency.
Realizing that something was wrong I retraced my steps and the whole time no indication of price in any other currency was present ANYWHERE. I took plenty of pictures.
I decided to contact via live chat the company and asked to cancel my purchase, they informed me they do not do that but I could change my chosen dates and pay a fine.
I called the company via phone where the customer service agent said that it could possibly be a bug with their website and I should email all the proof I had. I did that and several moments later I received an answer which required me to send a copy of my bank statement. I did that and just a minute later I receive an answer that they symphatize with my situation but are unable to help me. I did log onto my online account at https://www.ryanair.com/se/sv/ and I noticed that my original receipt – the one I had already mentioned earlier, has been changed and the amount in euro is now clearly present.
I feel incredibly mislead as a customer. Prices and currencies should be available and easy to understand and see. I did notice now that the correct price of all tickets is now shown to be in euro, which was not the case at the time of my purchase.
I did go on a website that was in my language, all advertising was in my language, prices were in my language and all of a sudden I get charged in another currency without being informed that that’s the case. An hour later the faulty website is corrected and everything shows correctly.
It is incredibly disappointing that I have to pay for a big corporations mistake and I cannot simply accept that there is nothing to be done and let other more unfortunate people to have the same experience but maybe with a larger sum of money that will affect their lives negatively.
I attach proof of everything I mentioned in my email.
Sincerely,
Zheni
Image Uploaded by Zheni Ivanova: