Christina Gowie sent a message to Michael OLeary that said:
I am writing to ask you to help me with a complaint/request for full refund due to your employee\'s error.
I have contacted Ryanair to make a complaint on the 5th of October but have yet to hear anything which is incredibly frustrating and upsetting.
The details of the of my case are as follows:
On the second of October I booked a holiday online, I realised to my horror five minutes after booking that I had booked the wrong dates! When I contacted loveholidays.com I was informed that they could change my accommodation but I would have to contact Ryanair myself to change the flights. The office was closed so I called again at 9am and after being cut off again at 9.10 on the 3rd of October. ( I am aware that you record these calls and request you listen to the call to confirm the following) I spoke with one of your employees who informed me I could not have my desired dates as there wasn\'t flight availability. I then agreed to pay £279 to change my flights to Monday 12th returning Fri 16th October. As I had already made a mistake and paid dearly for it I checked these details with your employee before paying the £279 for the change.
I then called loveholidays.com to change my accommodation dates. When they asked for my flight number FH9PTY I checked my email to find your employee had booked me a flight out on the 16th October am , returning on the 16th in the afternoon! I contacted your helpline again sure they would quickly amend my flights.
However when I called they demanded another £241 to change the flights again. I did not have any more money to pay, I had already blown my holiday budget changing flights due to my error.
They would not allow me to speak to a supervisor and told me that if I wanted to make a complaint it would take up to ten days to receive a reply-past my flight dates. No amount of explaining that this was not my error would change their insistence that I had to pay more money.
On the 5th of October I put in a complaint but have heard nothing other than they are dealing with the situation. If the recordings are listened to you will see that this situation is your employee\'s error. I have lost a years savings and have been unable to take my children on holiday. I am deeply upset by the situation and the lack of concern shown by your staff.
I am not one for complaining but I am not willing to lose a years savings through no fault of my own.
I would greatly appreciate you speaking with your staff to ensure that this situation is dealt with quickly flights, and I receive a full refund £1279 in total.
I do not wish to take it further but will do so if necessary. It is not acceptable for your customers to be treated this way.
Thank you
