General Question

koesac's avatar

How can I get hold of Ryan Air?

Asked by koesac (148points) May 30th, 2008

I am in the UK

Observing members: 0 Composing members: 0

10 Answers

koesac's avatar

Sorry I guess I should have explained a bit better, I have tried there, I have faxed them, and I have emailed all the contacts I have found here. When I call them they put the phone down, they don’t answer their emails, and they ignore the faxes. :(

PupnTaco's avatar

Is there a UK equivalent to the Better Business Bureau or an agency that handles consumer affairs?

osullivanbr's avatar

That’s a good point.

Maybe you should just go ahead and contact a consumer affairs agency.
Contacting BERR or DETI, or even the citizens advice bureau can’t be a bad idea.

Response moderated
richardhenry's avatar

@koesac: Please tell us more about the situation, and we will probably be able to help you better. I’m assuming that you purchased something from Ryanair, and then things went sour? Under the Supply of Goods and Services Act 1982, Ryanair are required to complete their side of the contract, so if they are breaching it, then you’re on pretty good grounds (provided you didn’t breach anything yourself).

Firstly, collect all evidence, such as emails, invoices, reciepts, letters, telephone recordings, tickets, and bank statements showing charges from them.

Then, send them a recorded letter that requires a signature on delivery (ask your post office about this). Keep a copy of the letter, keep your checkout receipt, and print off the ‘delivered’ tracking notice. The following is a template from the Trading Standards website, from the perspective of a consumer who has bought a car that developed faults within the warranty period and the garage are refusing to act. You can probably model it to work for you:


(Customer Services Manager, or any other relevant person) (Full name and address of the trader)


Dear Sir or Madam (or name of the relevant person)

Re: (Insert subject matter as title)

On (insert date), I brought my vehicle (insert vehicle details) to your garage and asked you to service it.

When I collected the vehicle from you later the same day, I was told that you had carried out a ‘full service’ and had adjusted the timing, replaced the air filter, spark plugs, distributor cap and cam belt, and carried out a complete oil change. The bill for this work was (insert amount) which I paid by (insert method of payment).

On (insert date), the vehicle developed faults. It would not start when I turned on the ignition and, when it eventually started, the engine cut out every time I slowed down. An independent inspection by a qualified mechanic has shown that the timing had not been adjusted correctly and that the leads to the spark plugs were not in the correct firing order.

Please find enclosed copies of the relevant documentation.

Under The Supply of Goods and Services Act 1982, you should carry out the service with reasonable care and skill and for a reasonable price, using parts that are of satisfactory quality and fit for their purpose. The above faults indicate that you have failed to do so. I therefore request that you either rectify the faults, free of charge, or pay the costs of an independent mechanic to put the faults right.

I would be grateful if you could let me have your comments and intentions within the next fourteen days.

Yours faithfully

(insert your name)


After receiving this, Ryanair will certainly be compelled to resolve the situation in fear of being sued for breach of contract and failure to provide services. But if they do not, then take a look at your options with a legal counsel.

In addition, contact television shows such as ‘Watchdog’ and the media such as your local newspaper. They are likely to be very interested in any stories of consumer woe and will almost certainly help escalate your case at Ryanair to the ‘throw money at it and hope it goes away’ stage.

Seesul's avatar

Wow, rh, wish I could doublelurve you on that one. You sure put a lot into that answer.

wildflower's avatar

So here’s the 2 cents from the customer service veteran:
If you’re calling them – you say they hang up on you – are you giving them reason to? In every customer service organisation I’ve worked in, there will be a policy that agents are not required to endure verbal attacks or abuse and can terminate the call if they’ve given warnings to stop using inappropriate language.
Also, you get a lot further by being nice and sympathetic. The customer service people will be more inclined to want to help you if they sympathize with you. After all, they’re human too.

Of course, failing all this, take richardhenry’s advice and send a letter to the manager of Ryanair’s customer service, with a copy sent to trading standards.
Don’t bother with the likes of watchdog unless your situation is something new that others out there may have started experiencing. They generally don’t care to repeat themselves.

koesac's avatar

@wildflower I wish that were the case, that would mean that I was actually able to talk to them. The truth is they pick up the phone and put it down straight away so that you can’t even talk to them.

I think that the only way is going to be the email way.

wildflower's avatar

Sounds like you should stick to writing at this stage and keep records and don’t forget about small claims court if it comes to it.

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