Scott sent a message to Michael O’Leary – CEO, Ryanair – Email Address that said:
I write to express the appalling service I have experienced this evening from your Live Chat Team. My request is to make a simple name change on my booking which I am unable to do online as your system is not fit for purpose.
I initially raised the matter yesterday with Alexa who agreed to charge a total of £110 to make the name change to my inbound and outbound flight bookings. I advised Alexa that as I needed to collect the cash from my friend, I would make the payment within 24 hours. I therefore tried to telephone your Customer Service Centre this evening and found out that the office closes at 7pm. This is not clearly published on your website.
I proceeded to request a live chat and after waiting for 20 minutes, I encountered an appalling response from Gideon who insisted that I had to cleanse my browser and use Google Chrome. He threatened to increase the name change fee to £160 and ended the chat without giving me an opportunity to request a transcript. I queued again for another 20 minutes and connected with an operator whose name begins with the letter O. He ended the chat immediately without giving me an opportunity to introduce my enquiry.
Following another wait of 20 minutes, I then received a prompt advising that the service is not available as all operators are busy. This is another example of a misleading statement as a further navigation around your website reveals that the live chat service ends at 9am.
I demand immediate action from your team to complete a name change from Alex Blackmore-Davey to Oliver Osborne on the following flights:
ISR64H Outbound from EMA to Barcelona and IVJTFB Inbound from Barcelona to BHX.
You claim that your organisation has a commitment to service. You have failed to meet this commitment on more than one occasion tonight.
Yours frustrated
Scott
