James sent a message to Michael OâLeary CEO, Ryanair Email Address that said:
Hi
I have an on going complain with your airline detailed below. But your customer service teams are a disgrace, there is no personal interaction and I just get the same pre programmed response again and again. Please see what i have sent to them with no response (despite chasing for a month). Your customer service is terrible! Your company just wants to take customers money and brush problems under the carpet! Please help me....
Dear Customer Service Department,
Booking reference and/or flight number OR if you don't have these, other relevant details. On the next page you will be able to attach any evidence to support your claim, eg boarding passes or receipts for expenses.:
Account Reference:
I am experiencing the following issue: I went to book some tickets online to fly out to Berlin on the 1/1/16 and return on the 4/1/16. I had several browsers open and had been looking at other flights to on other days to Berlin as well. I booked the tickets, double checking the dates and times and as soon as I got confirmation the dates for the outbound flight was different, it had booked 1/12/15. I immediately went on to the online chat and tried to stop the transaction and they said they did not do refunds but they would change the flight for me. The guy changed the flight to the correct date and then I got a confirmation through and it was the wrong time. I told him this and he said the time I wanted was available and ended the on line chat.
I then had to call up and I go a very helpful person that said the flight I wanted was;t available and to get a refund I would have to apply for it through their system. He asked if I had several browsers open as there is sometime a fault with this on google chrome. I looked this up on the internet and it indeed seems that sometimes when people use google chrome there is this issue. He seemed positive that I could get a refund for this.
So I applied for a refund and make a complaint about the appalling service I had had. I got a standard email back from you saying we do not do refunds and no response to my specific complaint or refund, seeing as it is a fault with you ryanair, why should you just charge me. Its basically steel money off me for something that I didn't think I was buying.
I rang back up and managed to speak to a supervisor in sales (you won't actually let you speak to anyone in customer service or complaints, so they can just ignore any queries and complaints and take your money) after a lot of complaining he said I could change the flight any but only if I changed the return flight as well! I needed to be on that return flight and by this point no other flights were available (as you had damaged out the complaints process0 around that time and was were cost more that £200 extra. So they were offering me something they know I couldt take as I needed the flight home. He told me to take it up with my travel insurance as he wasn't going to do anything and was really rude. An absolute disgrace!!!
I then had to go back on the online complaint system and explain everything again, this time I had an email (on 1/12/15) telling me that it was being looked into and I would get a response in 7 days. I heard nothing. On the 20/12/15 I spend over 2 hours on the online chat going round in circles, people not helping and not reading the case details (again this is with sales as you wont let you deal with the complaints team. Two people cut the chat off (they said their was a fault) and passed it on the someone else say there was a fault but I don't think they wanted to deal with it (again, lazy and rude staff). Then finally an operator said they would escalate and I would get a response in 7 days. I still haven't heard.
If I speak to the online sales team or call up you tell me to check the online claim tracker, if I do that it just says it is being processed.
The flight that I want a refund for has now been and gone. I didn't check in or use it as I couldn't fly at that time. This is total fraud. You have dragged this complaint so that I can't use or swap the flight. I have no idea how to resolve this or how it can be legally allowed. How can a company not let anyone speak to the complaints to discuss an issue.
Everytime I contact you, your staff do not read the notes and just repeat the same preprogrammed responses over and over again. Anything not to deal with the issue. I have never been treated so badly by a company. Its like dealing with a criminal entity not a major airline. Shameful!!!!.
To action this I would like you to I would like a refund for the two outbound flights that I did not want and have not used. I would accept a credit note to resolve the problem. I also want to actually speak to someone that deals with complaints and speak to me about the the staff responses.
I have also attached some screengrabs of the online chats that just go round in circles
I look forward to a response within 7 days of this correspondence.
Please reply to my resolver email account as I would like to keep all of my communications in my personalised complaints case file.
Yours faithfully
James
