Anne Ryder sent a message to Michael OLeary CEO, Ryanair Email Address that said:
Dear Sir
I am writing to you with regards to a complaint that I am not getting any satisfaction from and I feel my only option is to contact you direct or go to the press.
Our flight from Alicante to Manchester was cancelled due to air traffic control albeit that was not Ryanairs fault I feel the customer service I received was totally unacceptable.
I was given less than 24 hours notice via a text. I rang Ryanair and they confirmed there were no further flights available until 4th November!!!.
The lady I spoke to was very rude, totally unhelpful and showed no interest or compassion to our plight with regards to my elderley parents and put the phone down on me.
My parents are 81 82 years of age and my sister 54, all are on serious heart medication alongside other various serious medical conditions. None of them had sufficient supplies with them to carry them through over 3 weeks!!!! delay. I had to get them home at the earliest opportunity to ensure their health did not deteriorate.
There were no direct flights for over a week with other airlines, therefore we had to take an interconnecting flight with Vueling to Amsterdam and then Flybe to Manchester. The total cost for the flight on the Wednesday 12th October was £910.00.
When I got home on Wednesday 12th October I got a text at 5 pm saying we may be able to get on one of their additional flights on 12th to East Midlands, not Manchester, but no guarantee. As this text was received two days later we were already home by then as we couldnt wait until 4th November which is the original date your very unhelpful customer services rep had advised us.
My father had to pay the additional flight costs (£910.00)on his credit card and I feel very strongly that this should be covered by Ryanair as you advised an alternative flight was until 4th November. If you had confirmed we would only have to wait for a guaranteed return flight within 2 days we would more than happily have waited that period of time. As this information wasnt forthcoming I had no alternative but to get my parents home for their dependent medication.
Each time I am told this will not be covered.
I have read an article from the Independent which states if they cannot get you a replacement flight within a reasonable time i.e. within 48 hours the company have to refund the cost of alternative flights. This is clearly the case for us as we had been told we had to wait 3 weeks.
I would therefore appreciate your consideration of this matter and seek to reimburse the cost of the additional flights to my father.
Kind regards
