Reclamo N° 151038

Ryanair mi ha fatto pagare il check in nonostante ampiamente dimostrato che il check in online non avesse funzionato per disservizi imputabili esclusivamente a Ryanair. Ho fatto reclamo a Ryanair in data 2 Maggio (vi riporto di seguito il testo da cui ho tolto I riferimenti personali). "Good morning. I booked the flight from Milano (Bergamo) to Athens in January 2019 (flight code G4ZZMQ) for me and my family, composed by XX, 16 years old, YY, 14 years, and ZZ, 10 years. Flight to go on 22 April, flight to go number FR1270, flight back on 27 April number FR1260. In the booking phase I had problems to confirm the flight for the 2 youngest because in the Ryanair website I couldn’t select an year after 2003, so I could book for me and XX, but I had to phone your assistance to have confirmation of the booking for the 2 youngest, YY and ZZ. However at the end I had all the 4 confirmations, flights booked, payment done. Of course I have no advantage to declare a wrong date of birth or a wrong passport number for my family just to workaround the software bug where I cannot select an year after 2003. The payment is the same and Ryanair received the payment in full, despite the clients are considered as adults or teen agers or child!! At the time of the check in, 48h before the flight, I tried to check in via Ryanair website, but it was not possible. On the 21st of April, in the afternoon I was trying again to check in. Again an error message. So I tried with the Ryanair app, but the same I received another error message, so I decided to call again your assistance, but it was too late and I discovered that assistance is only 9am to 7pm, so I decided to try again in the early morning (the morning of the flight). On 22nd of April, while I was driving to the airport, I tried again to check in via Ryanair website and Ryanair app but I received same error message, so at 9am I immediately called the assistance again and the operator told me that she could see the issue in the dates and arranged/corrected so that I could check in. Here I have a question: if I couldn’t check in because of any mistake in the dates/documents, it was not me to create the mistake but the first operator when I booked the flight. However, after the correction of the second operator I tried again to check in but an error message again. It was too late to try to call again the operator of the assistance (the flight was at 11.40am) so I wend to the check in desk and the madam told me I had to pay for 2 check ins out of 4. She also told me that she could see an adjustment in the flight details regarding documents/dates, so she confirmed to me that an operator the same morning had modified something. She prepared a receipt and told me to leave the check in queue, have another queue to a payment desk, and after that to come back with my family for the check in. I paid and the casher told me that – not being my fault – I could ask for a reimbursement. She provided me a form. Unluckily all the links that are in this attachment 4 provide guidance for reimbursements except for my case, so I decided to write you this letter. Of course it would be better for me to use an internet link but (the casher probably doesn’t know) there is no link that I can go through for this kind of issue, so I have to write a letter and print and go to the post office and pay for a stamp….. I wasted a lot of time and money to check in because of inefficiencies of the Ryanair website and/or application and/or assistance. I know you have all phone calls recorded so please check the phone calls, discover who was the operator missing their duties and please reimbourse me because paying 110€ for the check in that I tried to do so many times was not nice. I had another story for the check in on the flight back. The check in madam (flight Milan to Athens) told me that the documents/dates details were now correct and, even if I had to pay for the check in to go, I could check in on line for the flight back only for me and ZZ while I had to check in at the check in desk for XX and YY but without paying nothing. So 48h hours before the flight back I tried again to check in with the Ryanair app and it didn’t work. So I tried to check in for me and XX and worked! (while the operator had told me to check in online for me and ZZ….). After that I called again the assistance. I tried several time and spent more than 20 minutes waiting for the music. When an operator responded I pushed to understand why I couldn’t check in. I was angry and asked for the name of the operator, she was not happy to tell me her name (Camelia) and I had to insist a lot to know also her surname (Castom?) if I heard well her surname is Custom, Camelia Custom, at the end I could check in online for all 4 of us! That means that to check in online I have to threaten the assistance operator each time? That I’ve to be angry and threaten for a claim? I attach all the evidences of the phone calls and error messages during these days and the form. You can see how much time and money I spent to honestly check in and – at the end – I wasted time and money – both for the check in payment and for the international phone calls I had to pay and for this letter! You can also listen to the recorded phone calls for further details". Mi han risposto via email il 13/5: "If a customer does not check-in online, despite our repeated communications, then an airport check- in fee of €55/£55 per person is applied. As all customers are advised and reminded to check-in online and the requirement appears in our Terms and Conditions, agreed to at the time of purchase, we are not in a position to refund the amount requested.I hope that my explanation clarifies the situation for you". Ho risposto subito: "I think it was absolutly clear in my letter that it was not my fault, if Ryanair does not provvide adeguate information when I called the assistance in January to book the flights. I think it is necessari to access to the record phone dalla because there you Will here clearly that the Assurance operator assurde the booking was ok, and also all the Luther Times I called I received Assurance. And sta in when I was in the airport, but there I was in person and I didn't record, however all the other calls are record and for my benefit I want to access and listen with my layer". Mi han risposto il 14/5: "Whilst we sympathise with your view, we regret that our position as set out in the letter dated 13/05/2019 remains unaltered. We are sorry that we cannot be of further assistance with regards to this matter. I hope the above has clarified this matter for you". Ed io ho subito risposto: "This doesn’t clarify at all. I think it is in my rights to have access to the recorded phone calls since January! Please provide me that. It is in my rights to demonstrate in front of a Court that you put unpreparad assistance operators that make clients make a lot of effort and waste a lot of time and at the end pay for your inefficiencies! I had to pay for the phone calls, I had to pay for the check in and I also had to pay for the letter that I sent you and I paid for all the time that you make me loose!!". Il 15/5 mi han riscritto: "Please be informed, that we cannot process data requests through this email address. If your correspondence relates to a data subject request under the new GDPR, such requests must be submitted through Ryanair’s dedicated web-form (click here http://bit.ly/Ryanair_GDPR_Form ) in order to be processed. All data subject requests must be accompanied with either a copy of your current passport or national ID in order that we can verify your identity before Ryanair can act on your request. Please see Ryanair’s Privacy Policy for more details on your data protection rights, Privacy Policy under the section ‘Your Data Protection Rights’ Please be aware that requests to unsubscribe from our mailing or push notification list can be made by clicking on the “unsubscribe” link in any of our marketing emails addressed to you or by disabling push notification in your phone settings. You can also make changes to your personal data in your MyRyanair account directly in the account. We encourage you to exercise your rights via our recommended channels, which will ensure swift, secure and efficient handling of your request". Al che ho subito fatto richiesta tramite il canale che mi indicavano: "I want to receive a copy of the recorded phone calls that I carried out to the assistance phone number (02 89980500) from my mobile (0039 335 462970): there was an initial call in January 2019 (I cannot remember exactly the date it was at the beginning of January), then other calls between 20 and 27 of April". Mi rispondono il 17/5: "Our call centre has been unable to trace any calls with the details provided. Calls are deleted after 90 days so the January call would have been deleted. Can you provide more information in relation to the April calls". Al che chiarisco e chiedo: "I had other calls, at least 3, between 20 and 27 of April. I need to have at least that recorded calls . One was on the 21 of April at aprox 20:39, and another one was on the 22 of April at aprox 10:26 and then other two calls at 11:53 and 16:24 on the 25 or 26 of April. Moreover, could you please provide me evidence of your internal policy and terms and conditions that make me aware about that limit of 90 days after which the phone calls recorded are cancelled. I think it is a too short period for Italian Law and the client has no visibility at all about that. In addition there are several cases where the period between the booking of the flight and the flight itself is longer than 90 days...". Per il momento non è successo altro, certo che prendersi 55€ per ogni check in su un volo che ne costa 100€ significa guadagnarne 100+55+55 ovvero più del 200%. Moltiplicato per tutte le persone che viaggiano....è una bella somma....come posso fare per avere giustizia? Nel mio caso e nel caso di tutte le persone che come me si trovano nell'impossibilità di fare il check in on line e telefonicamente gli vengono raccontate fandonie....peccato che poi il coltello dalla parte del manico ce l'hanno loro....mi date un suggerimento? La cifra non è abbastanza grande per andare a spendere per un avvocato e fare causa, ma se moltiplicato per tutti gli altri passeggeri....