William sent a message to Michael OLeary that said:
Dear Mr O'Leary,
I have a booking from Krakow to London (on my return flight) and I was seeking to book with priority (since it is what I did in my outbound journey London-Krakow). As I was doing my check-in no options popped up for priority until the check-in was finalised.
At this point I attempted to research my options on the FAQ and wasn't able to find anything related to my problem, so I joined the online chat with 'Alfred D'. He told me the priority option wasn't available anymore and that I had to add a 10kg checkin luggage. The only option available on the screen was 20kg so I asked him where to find the 10kg suitcase and without responding he ended the chat.
Therefore I called your customer service and firstly there was a really strong background noise so I could hardly hear your operator. Then when I explained my problem the operator responded in a rude way that once the checkin was done there was no going back and I had to pay extrato add the 10kg suitcase (£20 per person). When I tried to explain that there should be a better indication when priority is finished instead of completely excluding it as an option without any indication that it would not appear further on in the checkin process, he interrupted me completely disregarding my opinion and continued to the payment process. At this point I payed and because I have no other option since I came here with 2 boarding suitcases per person and we are in 2. When the transaction was finished I went on to voice my opinion and again he interrupted me saying 'is there anything else I can help you with?' When i asked his name he did not reply so I cannot indicate the person who spoke like this to a customer who flies Ryanair at least once a month for the last couple of years.
At this point I write to you because there is no one else I feel I can write to, to be listened to. I would like to point out that there should be a better indication when priority is finished for the flight so I can find another option (since I have never realised priority has a limit). Also something should be done about your customer service because I cannot imagine I am the only one who has been treated like this and frankly I am very disappointed and I will probably find other options in the future. I have had to pay extra £50 due to these problems and as a student I do not have this money to throw away pointlessly.
I hope you are willing to listen to me.
Thank you for your time,
William
