Dawn Naylor sent a message to Michael OLeary CEO, Ryanair Email Address that said:
Dear Sir,
How much do you value customer opinion? I am writing to you as I am bitterly disappointed with the lack of consistency in information received from your staff. I am due to fly with your airline this week ( booking reference NPTQ7C) and have paid £30 for excess baggage which I now discover that I dont need. I was under the impression that you had to pay for all bags and that is why I have paid. I must admit that I have found the whole online process extremely confusing. I am NOT a regular flyer - due to a severe fear I last flew 14 years ago so I dont consider that to be frequent! I am also 50 years old and find “modern technology extremely confusing!
I work as an Immigration Officer at Birmingham Airport so I went to speak to Ryan air there about my problem. They told me that I could get a refund but I had to go online to do it. Today I have done this but was told that it is non- refundable. I am very disappointed that I cannot get my £30 back for baggage allowance that I will not be using. Why not? And why are your staff giving conflicting information. It is in sharp contrast to last year when my husband travelled with Ryan Air and a kind member of your staff at Birmingham Airport gave him extra baggage allowance for free! I am simply requesting that I get my money refunded for baggage allowance that I have not and will not be using.
I could understand if I had travelled and not used the allowance but I have discovered my mistake in advance. Please dont rip me off!
Yours sincerely
Dawn Naylor
