Lisa Lunam-Cowan sent a message to Michael OLeary that said:
Hi Mr O'Leary
I'm hoping you can help as I'm at my wits end with your customer service team who are as useful as a drunk pilot. My friend & I, independently, booked your Flexi Plus tickets from Bournemouth to Malaga because it included everything we wanted - hold luggage, priority, fast track (although not at Bournemouth) and 2 cabin bags. However, we've now found out that hold luggage isn't included and you want to charge me £300 for the benefit - of something I've already paid for. Your team are saying Flexi Plus did include hold luggage but this changed in either May or June (depending on who you talk to), however, it had definitely not changed on your website on 10th June when we booked. Is there a chance that a broker (skyscanner) did not have the updated page or is it the new way of doing business - pay for something and then remove it?
Please help
Thanks
Lisa
