Suggestion Box for Ryanair
Americans traveling with Ryanair: Make sure your boarding pass gets stamped.
Ryanair: Get a suggestion box
I was just about to send a suggestion by e-mail to Ryanair, but after 30 minutes of searching for such a connection, I have given up. All they give on their website is a postal address for Complaints, Cancellation and Delay Complaints, and Refunds.
Mine does not address any one of them. I wanted to send a suggestion to help improve their services as we had just used the airline ten days ago.
The upshot is I cannot contact anyone unless I put it under complaints, (or any of the above) and this is not my intention. This good intention seems to be turning into a complaint after all…
Here goes the e-mail I do not get to send:
Reference No. AG7CNE
Trapani – Frankfurt
Passenger names:______
To customer service,
On 07 April, our five- family member group boarded a flight from Trapani to Frankfurt with your airline. My husband, the only American in our group, was held back by a flight attendant. The rest of us proceeded to take our seats and I could only look back to see my husband being escorted of the plane when it seemed ready for take-off.
He was given no chance to inform his family of where he was being taken to and for what reasons. I watched him being escorted across the airfield and had to wonder why. As we were one of the last ones to board, this gave me reason for anxiety. I tried to work my way up front to inquire, but it was difficult with the very last passengers coming down the aisle.
Why was he taken without the staff inquiring whether he was traveling with someone? Why were his flight companions (wife and children) not informed by a flight attendant? If they thought it was standard procedure, it surely was not standard for us to see my husband being taken off the plane without a reason.
We found out later, after he got on board as the very last passenger, that he had been missing a certain stamp on his boarding pass. At the luggage check-in, the clerk had failed to stamp his boarding ticket and we now know that Americans need this extra stamp.
My suggestion: Please inform your staff to insure that the escorted passenger’s remaining party is informed of the reason. These questions might help:
“Are you traveling alone?”
“If you travel with company, please point them out, so we can inform them that this is just a matter of routine.” (for Americans who did not get that extra stamp on their boarding pass)
I can see how somebody forgot to him him this stamp. No problem. But for all of us staring out the window to see when/if my husband is coming back at all, was a bit too much. Ryanair staff needs to learn to communicate.
Tags: Americans, boarding pass, Ryanair, stamp
April 19th, 2010 at 9:50 pm
Perhaps Ryanair are so used to receiving complaints, that they can’t imagine someone wanting to contact them for other reasons?
Seriously, this is annoying, but not limited to Ryanair.
I needed to contact Apple about an internet order for software that got billed but not delivered a few weeks ago and it is also impossible to find an e-mail address on their web site. (In the end I had to phone their call center in Ireland, and they were able to help me very efficiently after that).
April 20th, 2010 at 11:33 pm
Perhaps you forgot to book the optional “informative staff” as an extra?
Seriously though, if I can’t find the address of a company anywhere else on their site I send it to the one in the Impressum.
If that fails (because they haven’t got one!) then I look up the domain at the DeNIC and get the address that way.
April 24th, 2010 at 3:47 pm
@ John,
Thanks for sharing your experience.
@Graham,
Yes, I could have written to the Claims (complaint) Department by using the postal address or as you suggested by looking up the domain at the DeNIC.
I wanted to give something constructive and felt having a suggestion box would make commenting easier.