Money Blog: Ryanair Leaves Thousands of Passengers Grounded
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Home » Money Blog » Money Matters » Ryanair Leaves Thousands of Passengers Grounded
Ryanair Leaves Thousands of Passengers Grounded
By Nic Cicutti
Aug 11, 01:38 PM
I’ve never been a fan of Ryanair. Yes, the company is one of the cheapest when it comes to booking a flight abroad. Yes, I use it as often as I need to when booking a flight. But it also happens to be one of the nastiest airlines to deal with.
It’s not just the ever-more-inventive methods it has of charging people. What annoys me is its inability to deal effectively with complaints: the slightly sneering, dismissive, bullying tone used for almost any query – and that’s assuming you can get them to reply to it in the first place.
But what really got my goat last week is the way it has told price comparison websites that they won’t be able to sell tickets for its flights using so-called “screenscraping” technology.
This is a system whereby a comparison website’s own booking tool marries up to that of Ryanair and other low cost airlines, and executes a sale, without the need to go to the firm’s own site.
Even worse, what Ryanair has done is to cancel thousands of its customers’ bookings after they were made through these rival websites.
The reason for this is that Ryanair says such activities are “illegal”. It also claims the technology used slows down its site for other users. It also leaves those who book through a comparison website at risk of being charged more for the flight than they should be, through additional service charges and handling fees.
This last is ironic, given, so that just about everything connected with being on Ryanair plane involves yet another cost: they’ll be setting up a cash register outside their loos next – and selling toilet paper to passengers at £1 a sheet.
In any case, experts point out that “screenscraping” websites account for about 0.5% of Ryanair’s bookings, equivalent to about 1,000 a day.
So why do companies like Ryanair hate having their prices compared with others and bookings for flights made via rival websites? After all, Ryanair refuses to pay any commission to these sellers, so it doesn’t lose financially in that sense.
There are a number of reasons. The first is that no-one likes having their prices compared unfavourably with others – and as a regular user of flight comparison websites, I can certainly vouch for the fact that Ryanair isn’t always the cheapest to particular destinations.
Second is the fact that many of the sites Ryanair has been taking legal action against are on the continent, where it is competing for bookings against rival low-cost carriers, with whom price comparisons on from regional flight hubs like Frankfurt or Milan are not always so favourable as from UK airports.
Third, one of the key ways in which Ryanair makes money is to sell ancillary services, such as car hire and hotel rooms, to its customers. A comparison website makes this much more difficult.
Finally, like most businesses Ryanair hates “intermediation”, having others get in the way of its relationship with the people it flies from A to B. Now, I can understand this, but not the way it then responds to competitors – such as cancelling thousands of flights already booked by customers.
Maybe we should do what a good friend of mine does. He travels abroad a few times a year, twice for longer holidays and two or three times for weekend breaks.
His rule of thumb is that every time before he goes, he checks the cost of flights to his destination by several carriers, including Ryanair. If the total cost of any flight is £10 or less than going with Ryanair, he books the other one instead. Sometimes, he’s even been willing to pay £15 more.
As he told me: “I’m happy to fork out £50 or £60 a year for the sake of flying with someone who will be more polite and provide a million times better service than Ryanair could ever do.”
Sounds like a great idea to me.
User Comments
elaine lynch 26 August 2008, 09:08
reading all this i am now dreading sept when i fly to spain with ryanair with my husband and 2 tooddlers.
will let you know.
I have already encountered problems trying to contact someone who knows about the baggage charges, so i am hoping i have booked our bags correctly..there information is not clear, if not missing.
keith Higham 22 August 2008, 09:26
On a recent flight from Blackpool to Girona on Ryanair I found that my seat was soaking wet so I reported this to a flight attendant who after a few minutes delay gave me a handfull of paper towels then walked away when I said that it was not my place to dry the seat she said ‘well it cetainly isn’t mine and flounced off’.Also during the flight all the attendants were surly and unhelpfull except when selling scratch cards or duty free.On arriving at Girona and before I left the plane I tried to make a complaint to the Senior Steward but was told quite bluntly that I had to write to Head Office as the stewards had to get the plane ready for the next flight.I did write to thier Head office at the end of June but as yet have had no reply “Well done Ryanair”
P Docherty 13 August 2008, 23:30
Any one thinking that you dont need good customer service if flying on a short, cheap flight with Ryanair must be buttoned up the back. Just wait until the flights delayed as they often are or they cant get the doors open on the aircraft.
Honestly are people so thick these days that they cant see the dreadful, appauling service offered by this company?? Your man strikes the nail right on the head – if its a few quid dearer – fly with someone else who offers PROPER customer service!!!
mark(everton) 13 August 2008, 23:27
we flew twice with ryanair to watch everton abroad we didnt have any problems at all flights on time and friendly helpful cabin crew we will certainly be flying again with them this time aswell well done ryanair keep up the good work
Michael Smith 13 August 2008, 21:53
Ryan Air , never again! we flew with Ryan air for the first time this year with our 6 month old infant (for which we paid a £50 fee, not free) Although we paid this fee, no luggage allowance is permitted for an infant. we only took 2 cases and ended up paying £84 outbound and £60 pound inbound. Complete rip off!!!!! If you pay a fee you should be given some allowance expecially for a baby.
garry 13 August 2008, 21:42
about ryanair we were told online to pay £18 per case to travel so i decided to travel without a case but the site would not accept my payment unless i ticked to pay £18.i paid but i did not travel with baggage.i later complained but i got no reply.they also charged me more for checking in on line than at the airport would have charged.never again
Jonboy Coulsdon 13 August 2008, 20:13
My Wife and I used Ryanair to Shannon recently and our holiday was given a sour ending by the £48 luggage surcharge as we were 4Kgs over. Going out from Gatwick our cases weighed in at 15.9Kgs and no charges were made. I am still seething at this extraordinary difference and wonder if anybody ever checks Ryanairs scales at Shannon. Reading all the above condemnations I would not put it past them to doctor the scales in order to make extra cash out of unsuspecting customers!!!! add to this the in flight messages that sounded like someone speaking in Chinese which was completely inaudible and we say STUFF RYANAIR — NEVER EVER AGAIN.
Colyn Nicholls 13 August 2008, 20:09
Yes, you have to pay for service but hold on, I book a flight, turn up on time, fly for an hour or so and get off. Thats it! Why do you need this so-called customer service? Just don’t be late and be sure to book a flight that won’t be changed. Bring your own food and drink and don’t take the kitchen sink. Don’t expect anything.
Oh, and if you do need to change the flight, it’s always cheaper to book a new one rather than change an existing one. Otherwise pay £400 for a flexible 90-min flight with the major names.
John Steel 13 August 2008, 19:03
Flying to Germany with Ryan air. The flights cost absolutely nothing but when you add on taxes, insurance, baggage charges and credit card charges the total cists for three adults is over £275.00 SOME SERVICE THAT
Jackie Dilley 13 August 2008, 18:48
What do you expect for what you pay. I found them very helpful when we flew in July with my husband who was disabled temporarily. The phone call I made asking for help produced a very polite lady who organised wheelchair etc. I am more disgusted with the taxes I pay to the government. In some cases its more than the flights. 15klgs was enough for two of us plus a 10klgs hand baggage which incidently could be for each person. We included quite a lot of medical equipment in this. We flew with emirates to New Zealand in March. They lost my case for 48 hours the flight attendants were generally rude and one breakfaast was green thai curry when I asked for something else the answer was we have nothing madam! All for £1,000. air fare!! Oh and the luggage allowance was 20klgs only 5 more than with Ryanair. and 5 klgs for hand luggage. I find the airc aft clean and adequate for the short flights to Europe.
Steve Broadhead 13 August 2008, 17:20
We have now flown several times with ryanair and whilst its fair to say that they get you there cheapest i ask myself if sometimes cheapest is best.I constantly tire of the add ons here and add ons there.I sit in their monstrous yellow cabins which is wall to wall advertising on the luggage lockers and everytime i say this is the last time but it never is. Why ?.Price.They are always the cheapest but until people start voting with there feet nothing will change.So today i have booked flights with easyjet for november.Thats my bit. What about you.Remember customer is king.
Jeanne 13 August 2008, 09:45
i fly at least 5 times a year to visit my daughter in Spain. The only thing i have problems with is the miserable cabin crew.
I have flew with many other airlines to different parts of the world and always found the cabin crew pleasant and nothing is too much trouble
Helen O'Neill 13 August 2008, 09:25
I have just returned from Sardinia, flying with Ryanair. I have to say that this is the 4th time I have flown with this company and not experienced any problems, infact they have been the most punctual airline to date! Yes, they do charge for every additional service i.e. airport check in, hold baggage etc and the planes may not be the cleanest and the staff not the friendliest (I have yet to find an airline with pleasant cabin crew!). However, if like me, you are a traveller who is quite happy to check-in online and carry only hand luggage it provides a cost effective way of travelling.
samantha howard 13 August 2008, 09:00
i must admit i have not had the pleasure to fly ryanair, but my husband has in the past, and thought it ok, he only went to ireland to visit his family, but what i would
like to comment on, is the comment that was made about the goverment legislation, i was under the impression that they were going to step in and stop these flight companys charging absolute stupid prices when the children break up, which i must add, they havent, we seem to be getting ripped off, it is all to get more and more money, seat allocation, baggage, etc etc.
i dont think it is just ryanair that rip people off, i think its most of them, ie easy jet who i would never fly with anyway!!! to many horror stories!! monarch are now doing it, and when you email them and complain they blame it all on the fuel prices!!
i just think we are all getting a bit fed up with our country ripping us off, on everything!!!!
Charles Isaac 13 August 2008, 07:55
I haven’t been able to use Ryanair as they don’t operate from South Wales, but I am sure that their Customer Disservice can’t be any worse than the non-existent one offered by BMIbaby. You cant get hold of them at all. Their website tells you to contact them on their website, you cannot e-mail them. When you try to phone their booking line it tells you to phone some other day because they are experiencing too many calls. When I once got to speak to a supervisor last year, the supervisor did not understand their own booking rules, and gave me the name and address to write to the Customer Services Manager – my letter was returned marked “not known at this address”.
Mike Wilkes 13 August 2008, 07:55
I must say I agree with most of the adverse comments being made, especially with regard to the extra (hidden) charges as it seems that they are being deliberatly imposed. We have used Ryan air twice now and hopefully will not have to again. On each occasion we flew our with a normal suitcase and encounted no problem on the outward journey, however, on both the return trips we were required to pay excess baggage charges due to the suitcase being overweight !!.
No extra items of any kind were brought back so the weight would have been the same yet charges were enforced. A crafty way to make yet more money – get you out there then charge you extra to come back!
On one occasion the plane was dirty with rubbish left on the floor from the previous flight. If flying Ryanair can be avoided it should be.
Ivor Martin thin 13 August 2008, 07:06
Im all for charging extra for baggage i go on holiday with my two children (for whom i have to pay an adult fare) and all we take is one holdall of clothes. In fed up with paying the same as fat people who can just about squeeze into a chair and get the same fare as my three stone 8 year old.
John Horn 13 August 2008, 02:03
I would not touch Ryanair with a barge pole. More fool anyone who books with them. I would rather pay more than go with that unprofessional outfit, and at least get a minimum level of service. Ryanair ? – NO WAY!!!
Christine Brennan 13 August 2008, 00:31
I am flying with ryanair, on the 22nd of this month to spain the first time for me so I hope we don;t have any problems I am really sorry now after reading so many bad reports will let you all know when I get back CHRISTINE.
brenda charnlay 12 August 2008, 23:54
brenda charnley
After reading these letters i am terrified. We are going to spain wyth ryan air in september (or at least i think we are). This is the first time i have flown with them.As for the hidden extras my family had to pay £128 for airport check in and baggage allowance on top of what we had paid for our seats. With two small grand children and us being in our 50s i am dreading the run to get seats. We could do the priority boarding but that would cost an extra £48. We will have to hope for the best and see what happens.
June Lynam 12 August 2008, 22:48
We flew wit Ryan Air for the first time (and last) at Easter. We experienced a seemingly endless delay, with little information / explanation. The plane was scruffy, the staff rude and unhelpful. NEVER AGAIN!
peter 12 August 2008, 22:45
Budget airlines like ryanair are becoming more and more unfavorable with the traveller given the extracharges that they add to your flights, I was shocked the other week that whilst trying to book flights for myself and family ryanair was charging 4.00 per person per flight for paying with a debit card in total it was an extra £32.00 in card chrges, I dont think that is justified this is obviously one way in which they gain extra cash help to maintain there low cost fares, most banks would only charge the retailer an average of 2.5 to 3%, yet for example you book flight totaling £150 for 4 return flight with ryanair they then slam on the extra £32 yeah flight are cheap but why not just be open and giving a true flight price rather that having over inflated extras.
SHAUN 12 August 2008, 22:37
I have lost count how many times my family and I have flown Ryanair to Ireland and Italy WITHOUT a problem (touch wood!) in my experiance they are cheaper and much more reliable than BA and Aerlingus.
I have just booked return flights in November to dublin for £45 each return and they are not silly dates and times as BA might have you believe, (have you ever got a cheap flight off BA that didn’t leave at 6.30 am?) 10 years ago if you got a flight to dublin for £150 you were lucky.
If you want an allocated seat and 20kg of luggage dont fly Ryanair, I do believe people forget no one is forced to fly Ryanair, I know I see my family more often beause of Ryanair and remember next time you book a cheap flight with someone else it is probably because of Ryanair!
James Hanna 12 August 2008, 22:37
I saw this article and was so relieved to see that it wasnt just me who was so disappointed and totally annoyed with Ryanair. I have flown a few times with them to European detinations and althouth the service was never ‘great’ I thought to myself ‘well its only a budget airline, what do you expect?’ But then on a recent trip to Spain, I realised that Ryanair really are a deceiving bunch of amateurs. Firstly I had to change my flight (own fault admittedly) but they charged me far more than other airlines for this service as well as premium rate customer services who were less than helpful. Then the final straw came at check in when I was told i had excess baggage and was going to be charged £12 per kg over the allowance of 15kg – i challenge anyone to pack a suitcase that weighs less than this! They make their money on hidden extra costs and dont feel the least bit bad about it. How come other budget airlines like FlyBe (who I have found very good) can get the right balance of economy and good service. I will NEVER fly with Ryanair again, I would rather swim to Eurpoe.
Sarah Martin 12 August 2008, 21:46
Ryanair don’t play fair! I used this cheap budget flight company last year and will never use them again. On my outbound flight, I was overweight with my luggage by 2lbs on each bag (2 in total) and as family dropped me off, could easily have removed some items but I was told by Ryanair staff upon book in that it was not a problem. However, on my return, when checking-in in Spain, I was told that there was an excess weight fee that I would have to pay as I was over. When I informed staff that their English counterparts had informed me it was not a problem, I was ignored and told to pay up or else! I believe that I was (and everyone else on that flight) treated underhandedly as Ryanair knew we would need to get home. Never again, I would rather pay double than use Ryanair.
Peter Allen 12 August 2008, 21:12
I have travelled with Ryanair many times, and cannot fault their aircraft or their service.
They are the best no-frills carrier by a long way.
Scott Walker 12 August 2008, 20:31
Ryanscare more like! I will never fly with them again, flybe/BMI Baby and Easyjet are far more superior.
Peter Daulby 12 August 2008, 20:28
As a regular flyer to mainly european cities Ryan air should be my first port of call, However after several bad experiences I refuse to fly with them any more, I agree whole heartedly with other comments about their complaints dept whose customer skills are apalling.
I would also agree that Ryan air is billed as a budget airline, but budget should not mean it can treat the fare paying customers badly because of its cheap fares?
Terence A Bryan 12 August 2008, 20:20
I tried to confirm flight details for my son flying stanstead duesseldorf. 1. Premium rate £1.50 pre minute. By the time the idiot has bothered to answer (don’t forget the charge is as soon as connection. Not with a person, click 1 click2 click3 ETC)
They they remind you of how much the call is costing. I was ready for this (stupid) then questions on details credit card dates and and and and I finally told my son that it would heve been cheaper to book with any other airline than Ryanair.CON
These scam artists make me sick. Why is there no Government Legislation against such obvious swindlers
Darren Walklate 12 August 2008, 19:45
We have just flown with Ryanair and can’t fault them. Staff were very accomodating and helpful. Phoned them up with a query a few days before we were due to fly and got the information which I required. Haven’t got a bad word to say about the company but people must realise that air travel is a taxi service, gets you from A to B and that is that. The aircraft was clean, tidy and on time….a lot better than most other airlines and travel services which we could mention.
richard rogers 12 August 2008, 19:40
james Martin – of course you get what you pay for – but the point Im making is that Ryan Air are not the cheapest – other carriers are close – but even so I would pay the extra 10 quid or so for an airline not to cancel a flight and leave you stranded – and then get the ryan air shrug of not my problem guv
If this is being a cry baby well let them tears flow
Tony Martin 12 August 2008, 19:39
I take on board peoples annoyance with Ryanair who have had genuine major problems and I sympathise, but at the end of the day they have got me to a few destinations and back at minimal personal expense and dare I say trouble -free.
It’s no good complaining about things such as seat allocation – if you all want to sit together get to the airport early enough, it’s usually the people who hold the aircraft up that find it amazing that there aren’t seats left for them to sit together.
I also dont care what Ryanair think of me as a customer as I am not on the aircraft long enough to be bothered – I dont expect radiant smiles bearing in mind the Cabin crew have a hectic schedule, it’s not all glamour like long haul destinations. I just want to reach my destination and enjoy my Break with all the money I have saved by not going with most other airlines.
This is a no frills service – you get what you pay for.
James Martin 12 August 2008, 19:10
You get what you pay for!
£20 to fly to Dublin from Stansted inc taxes?! I’ll take that and any attitude that comes with it! People these days are cry babies. Stop treating a flight as though its a luxury. Ryanair aren’t baby sitters, they’ve cracked the market for cheap air travel and I for one admire this. OK they’re not smiley faces and probably don’t really care about your welfare – but have you flown BA recently?! T5 anybody??
Graham leverton 12 August 2008, 18:58
I’ve travelled Ryanair many times and always been pleased. If I was Cheif Executive I would want to keep the dominant position that the company has worked so hard for. Comparison websites are often dodgy, another sort of commission creaming parasite, like credit cards. All adding another layer of so called ‘service’ which really means extra cost. Power to RYANAIR.
p lindsay 12 August 2008, 18:45
after reading about the ryan air rip off i will never ever use ryan air and i hopr the directors and owners sales plummet and they disapear forever
Martin Thomas 12 August 2008, 18:03
I recently had a nasty bathroom incident on a Ryanair flight between Stockholm and Liverpool. Lets just say that I wasn’t looking at what I was doing and it resulted in a ‘trickle’ down the isle. I was distraught at the time and couldn’t apologise more to the airline. I now feel quite glad this happened, as I feel they were literally getting a taste of their own medicine.
freddie hopkins 12 August 2008, 17:23
you get what you pay for other carriers will get you there ryanair do cancel flights and
will leave you stranded
Mike Connor 12 August 2008, 17:12
Ryanair are fine until you encounter a problem, then they have the worst and most obstructive customer service of any business I’ve ever dealt with. Cheap as they are, if they went belly up tomorrow, I’d shed no tears.
The staff at Ryanair are simply moulded in the image of their master. Mr O’Leary has trained them well.
J Gibson 12 August 2008, 16:49
Amazing that there is such consensus. A clear message to other airlines, indeed businesses generally that Ryanair’s customer service model (or should I say lack of), is not one to be followed. Decent service is infinately preferable to the diabolical shambles provided by Ryanair.
Its so diappointing to see Ryanair’s have issued a profits warning!
Hal Kerr 12 August 2008, 16:37
RyanAir don’t deserve to be called an airline, I’ve flown with them to Limouge three successive years but this is the last time, each year it has been progressively worse booking our flights. The mythical extra taxes by far outway the economy factor, Easyjet is far superior with a simple booking plan and a minimal additonal tax on the flight.
This year after continuing through several pages of additional charges I arrived at the final price (or so I thought) and was asked to confirm agreement which I did, only to be hit with yet another mythical tax called a handling charge. It’s criminal.
The staff on the plane are fine. It’s those at the top who cause the resentment.
steven cleary 12 August 2008, 16:36
I loathe Ryanair. What I cannot understand is that it would take nothing to be pleasant, offer a decent level of service perception to travelling public, and give due care and attention to the proper and adequate training of staff. I am a pilot, and I sit in wonder on the rare occasions I fly Ryanair, what on earth some of their staff are on. I have witnessed staff go out of their way to be awkward and cruel.
O,Leary should sit back, take note of the industry perception of his airline, and fix it. Because it is ‘‘cheap’‘ does not mean that people are treated like cattle. He modelled the business on Southwest, the American carrier. He appears to have selective amnesia when it comes to customer service. Life is tough enough, go another carrier and give yourself less hastle.
richard rogers 12 August 2008, 16:27
nasty nasty nasty – ryan air just dont do it – same with easy jet – these people just dont want to know – they treat you like muck in the belief that you will say I will not fly again with them – but you will because the price is so cheap.
Well I have news for you – you are not the cheapest – have a good look at all the other carriers – on popular routes other carriers are cheaper or within 10 pounds or so
try monarch, fly be hapag lloyd they are all cheaper that these shisters
Mick 12 August 2008, 15:58
My wife and I recently had a short brake away and flew with Ryanair, NEVER again even if it meant not going abroad. The fact it is a fight for your seat policy leaves families in the predicament of having to split up as was the case on our flight where a family had to sit at least 8 rows apart. When asked the hostess replied harshly you will have to sit where there are seats available.
At the airport coming home again very poor customer relations. As the baggage allowance is only 15kg’s at least 12 people had to try and rearrange their luggage. What made it laughable was their was a family who’s cases together averaged 15kg’s each but were still made to go to the back of the queue and split their luggage up, when they reached the front again 1 case was 1.5kg’s over so they paid the 15 euro’s per KG. There was also a group of 3 young women in front of us and they were made to take out 1/2 kg from their case. At the rate they were sending people away to reshuffle their cases I am surprised we even caught our flight home.
The general chat around the departure lounge was that of how poor the service was that Ryanair provide and that people would not be flying again and would rather pay more money for another flight company.
They also have the cheeck to slate Easy Jet on the side of their planes. Give me Easy Jet any day.
Dawn Dickson 12 August 2008, 15:48
I think I will make the journey to Heathrow next time. I was disgusted with the hidden charges. Hopefully the new ruling at the end of the year will eliminate this, but even so it’s a bitter pill to swallow.
David Evans 12 August 2008, 15:47
We boarded our Ryanair flight at Cork airport and were told that there was a problem with one of the door lights but it would be repaired within 15 minutes. One hour and twenty minutes later we were still sitting on the tarmac and were told that it would be another twenty minutes. Two and a half hours later we were told that unless 18 people got off the plane it would not take off. Because they put this down to safety reasons we accepted it. One and a half hours later we took off for Gatwick ( or so we thought). We were then told that we should arrive at Gatwick in about fifty minutes. 10 minutes later we were told that the plane was now flying to Stanstead to have the light repaired. On arrival at Steadstead we were told this would take 15minutes. 2 hours later we took off for Gatwick and the light had still not been repaired.Alltogether the flight took seven hours and forty minutes.
What rearlly annoyed us was the fact that they told us lie after lie. I tried to complain to Ryanair but they refused to answer my emails. I then tried telephoning them but gave up in the end because no one would answer my complaint. This is the first and last time I shall use Ryanair I would rather pay the extra and fly with a decent airline.
Tony 12 August 2008, 14:59
I’ve used Ryanair many times over the years but if I can find an alternative I try and use some one else.
I tried to book some flights for Dublin and there were problems with there website.
It is near impossible to speak to or email anyone to get any help.
In the end I booked with Aer Lingus and it worked out cheaper and there website was much more user friendly.
The Ryanair website is constantly adding on things that you don’t want ie insurance etc.
Mike Kane 12 August 2008, 14:24
I agree that Ryanair is the nastiest airline to use.
They have absolutley no comprehension of good customer service and their prices are never as good as they first appear.
As a regular business traveller making at least 20 trips a year, if I have the option to use another airline I will do so, even if it means paying a few pounds more.
A pet hate of mine is the inevitable bun fight to get a seat, which is so unnecessary when we could easily select our seats when booking even if it means paying a premium as with say, Flybe.
The priority seating system is a joke.
In these times of extra security and the longer queues the last thing the business traveller needs is the added stress of fightng for a seat.
Then there is the unfriendly baggage allowance policy with the punitve penalties.
sjors prince 12 August 2008, 14:19
Well £32. 00 of debit charges fees for one transaction because I fly with a family of four makes me wonder why I chose Ryan air, next time I will look more serioussly into other airlines.
Carmel O'Dell 12 August 2008, 14:00
Completely agree with your friend, we are quite willing tp pay more NOT to fly with Ryanair, who treat their customers like cattle and are absolutely pants when it comes to customer service. We have even gone to the lengths of driving one and a half hours up to Heathrow to avoid flying with Ryanair, rather than going from our local airport Gatwick!
Other airlines please note: customers are willing to pay more for good service!
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