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The Travel Journal - travel news
http://www.holidayco.co.uk/holidaycoblog.html
- Author: TravelBuddy
- Listed in: Travel Newswires
- Tags: travel news blog hotels travel tips vacation
- Added on: Jan 18th, 2008
- Country: United Kingdom
- Language: English
everything related to travel, from travel restrictions, top holiday destination rankings, travel tips, travel industry news to celebrity spotting.
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Comments & Reviews
This blog is currently rated a 4.00 out of a possible 10 based on 2 comments.
Bochica Said:
VirginAmerica=AWSOME but 1 BAD employee#135101 name=IAN
There was two of us with ONE 75 pound lugage checking in an Over weight lugage in San Francisco (SFO)
So, I stepped aside to re-packed it, then weighed 68 pounds. Only to be hassle again and then asked to weigh my carry on.
The carry-on weighed 35 pound for two of us.
The pushy IAN forced us to check our carry-on in because that too was overwieght. Split between two people would have been 17.5 pounds easily.
My Question is "Did IAN have a bad day with his boy friend or girl friend?"
IAN, Doing a job you don't like is worse than losing your job.
A Ryanair victim Said:
Hello,
Instead of comments, I'll publish my mail exchange with Naomi McEvoy from Customer Services Department of
Ryanair.
Morals: DO NOT FLY A BUS
There we go:
Dear Missis McEvoy,
Your reply arrived immediately after my complaint was sent. I sincerely thank you. After the Beauvais events, such a kind letter remains unexpected. I have enclosed a copy of my original fax as well as one of your reply, so as you can easily keep track of our previous correspondence.
As I mentioned before, my hand luggage -corresponding to what your Web Site states- didn’t fit into the sizer regardless the 2 additional cm. It wasn’t over-packed, it wasn’t over 10k. I insisted to call a supervisor to verify all this, but gave up when I understood that I was about to miss the flight. Therefore, the only possibility left is that something is wrong at Beauvais where the queues of people in my same situation where enormous. Passengers wouldn’t prefer to pay twice more for their bags at last minute… Through your letter you don’t seem to have analysed these elements.
“Furthermore, we pride ourselves upon the high standards of service and professionalism provided by all of our staff and as such we do expect the same level of professionalism from our handling agents”, but in fact Ryanair doesn’t have its own supervisor to control what ACTUALLY takes place at different airports! Definitively, handling agents at Beauvais don’t seem to be willing to defend the reputation of the Company. On the other hand, I don’t find neither honest nor professional to pride on imaginary or virtual qualities.
You mention that my comments about Beauvais have been forwarded to its Operation Manager. I would like to be informed of her/his reaction. Could you forward me the mailing address and phone number of the person you contacted at BVA?
I talked to several passengers, who said not being able to write to the Company because of the language barrier. I understand that you can’t afford having a multilingual team to answer to complaints, but would like you to know that I am not the only passenger astonished by chaos, insolence and robbery.
I look forward to hearing from you soon.
Yours sincerely, (my letter ends here)
This is their reply:
Dear Mr XYZ,
I acknowledge receipt of your letter dated 15th May 2008.
On behalf of Ryanair, please accept our apologies for any inconvenience suffered whilst checking in for your recent flight from Beauvais Airport.
Please be advised that the hand luggage sizer at any of our airports are all the same size. I have been informed that the sizer is slightly bigger than the dimensions shown in our Terms & Conditions by approximately 2cm in each way to allow for bags that have wheels to fit comfortably.
Given the above, the dimensions provided on our website are correct and bags do fit within the sizer comfortably, providing they are not over-packed. Therefore, we are unable to consider your refund request.
Furthermore, we pride ourselves upon the high standards of service and professionalism provided by all of our staff and as such we do expect the same level of professionalism from our handling agents. We maintain these standards with regular retraining programmes which ensure that not only our own staff but also our handling agents are constantly reminded of their most important function; to be friendly and professional at all times. I do sincerely regret that this was not reflected to you on this occasion and as such I have forwarded your comments to our Operations Manager at Beauvais Airport to ensure that such a situation does not recur.
Additionally, please be advised that there is a turn-around time of 25 minutes, which is sufficient time to get all pre-flight checks and preparations done. Therefore the safety of the passengers is not at any time being compromised.
Whilst your comments and dissatisfaction have been noted, we regret that we are unable to be of further assistance on this occasion.
With renewed apologies.
Yours sincerely
For and on Behalf of
RYANAIR LIMITED
________________________
Naomi McEvoy
Customer Service
And now, my first letter of complaint:
Dear Sir,
This letter concerns my experience on Friday May 9th 2008, code JCJK8U, Paris – Rome, fr9636 at 21h20 pm. Hereby, I ask for a refund of the unexpected last minute fee paid for checking in my hand luggage, as well as a reply to the following:
-How can a cabin luggage corresponding to what you state on your website (40-55-20cm, under 10kg) do not fit into the seizer at the registration desk? It seems that a correction must be made on your web site, otherwise this lack of coherence in your service is taken as an organized robbery.
-My hand luggage fulfilled all Ryan Air’s requirements. How can the lady of the registration desk oblige me to check it in? I insisted on measuring it together. This request was ignored. Instead, I was cynically advised to give up flying by the same person. This is an insulting suggestion. I hope this obvious intimidation practice is not an instruction given by Ryan Air to its employees. Some passengers fly for pleasure, some HAVE to fly.
-I asked to see a supervisor. The answer was that there wasn’t one for the Company. Is this information right? After so much insistence (I remained about one hour at the registration desk) a supervisor was called, and stated not being at all responsible for Ryan Air but for the whole Beauvais airport.
I don’t think you are aware of how much chaos exists at BVA. The lines of passengers in my situation were enormous, due to what the registration for the flight lasted until 20 minutes prior to departure.
Another surprising fact is that we boarded an aircraft which had just landed. Isn’t there a minimal span of time to be respected between flights? Is an aircraft safe when treated like a bus?
I think you are relying on incompetent and insolent employees.
