| Name of Complainant | |
| Date of Complaint | June 5, 2019 |
| Name(s) of companies complained against | Ryanair |
| Category of complaint | Airlines |
| Permanent link of complaint | Right click to copy link |
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I have an upcoming flight for this weekend and I wanted to add priority and 2 cabin baggage options. In the app, I have selected this option, and when it asked me if I want to add this for all passengers and all flight, I indicated yes ( by clicking on the button.)
The amount was 12 euros, which seemed ok, as not having used this option before, on their website they mention that the priority and 2 cabin bags option is between 6-10 euros per way, so it seemed ok that the two ways are 12 euros. However, after having paid this amount, I received the confirmation and my extra service which I had just purchased was only added to the 1st flight.
I contacted customer services and explained the situation. They told me that the service of priority and 2 cabin bags option was sold out for the flight back. I explained to them then in this case the option of adding it to all flights should not be available, as clearly, even me, a frequent ( although not Ryanair) traveller believes that both ways are covered.
Also, if the return option is not available, I might not even chose the outgoing option. Their solution was to add another service ( the 10 kg checked in baggage for only 12 euros) for the way back.
When I asked for a refund for the amount I paid, they told me that the services are not refundable. They also stated that sometimes they have a bug in the app. Please see attached screenshots from conversation.
Image Uploaded by Nora Revesz: