Mike sent a message to Michael O’Leary – CEO, Ryanair – Email Address that said:
Sir, Please find below a response to the poor customer service reply to my query about priority boarding in Malta. A lot of people were very angry about this at the time (it has happened before) and I feel that your staff are taking this complaint seriously. For your Information:
Dear Sir/Madam
I'm completey disgusted with this reply. How dare you spam me with an 'off-the-shelf' stock reply.
Had you the courtesy to have read my e-mail, I specifically stated that I was NOT after a refund of my booking fees but for you to have had the professionalism to sort out the problem with your handlers at Malta International Airport. These handlers are employed by you and therefore represent your company and company rules.
The 'Priority Boarding Service' that your customers purchase is just that...Priority boarding. It does not mean first on the bus that takes you 100 yards to the plane where a free-for-all breaks out for overhead luggage space. These 'partners' you speak of have a duty to follow your rules and as such treat your passengers with the respect and importance that should be enshrined within your Customer Care Policy. I asked that you speak to your 'partners' in Malta to ensure that customers who had purchased 'Priority Boarding' ensured that this, paid for, service be honoured (contractually).
I would be extremely grateful if you could staff this complaint to a more senior member of the Customer Care Management Team for their take on the legalities and protocols relating to this, so as to ensure that proper procedures are followed in future.
I look forward to an early response to this (ongoing) problem.
Yours Sincerely
Mike
