Sarah sent a message to Michael O’Leary – CEO, Ryanair – Email Address that said:
Dear Sir
It is with sadness I must write this complaint.
After what I thought was a fantastic service I thought I was being provided by your company,
And I reviewed your company as such on this service.
In August my 13 year old son became very unwell in Germany and I contacted you chat room because I needed to swap my flights as my son was to be taken into emergency surgery.
Your operative was lovely he explained that he could not reschedule booking but explain I needed to purchase alternative tickets and then request a refund of the tickets originally purchased. I asked him was he sure this would be okay and he said yes and said refunds are normally processed within 14 days. So I booked alternative flights for the 12th August.
I was overwhelmed at the wonderful service I was being provided especially given it was such a worrying time.
I received a very prompt response from your customer service department and it was requested of me to send doctors letter which I did on our return, but then I heard nothing.
I contacted your chat service again and asked had they received the letter I was told yes and I was to wait 21 days because you were very busy.
I understood this but again I heard nothing I contacted your customer services several times and was told repeatedly I should hear within 7 days but I heard nothing,
Then on Wednesday of this week I contacted you again and received a response the same day saying they could not accede to my request and that they had sent me a letter on the 28th August.
I can categorically say I never received this letter and if this was the case on my continual contact surly someone would have informed me of this - I cannot understand why after all the assurance from your agent about re booking our flights this should now be your response.
I tried to change the flight within 12 hours of booking but was not permitted to I did exactly what was instructed of me and received assurance that there would be no problem with this refund.
This was a extremely stressful experience my son was so very ill stuck in a foreign country not speaking the language and the only thing that was reassuring was the response from your agent telling me not to worry - yet this is the response I have now received.
I request as cordially as is possible that you process the refund, I cannot believe that this is not possible as I tried to change flight details so soon after booking.
I would be glad of your response.
Yours
Sarah
