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Duncan's complaint against Ryanair

Duncan Morgan-Russell


Lost case

Complaint against Ryanair

14/2/16 - Stansted Ryanair Flight No FR9044. Our bag is weighed at the baggage drop, labelled with barcode, and left with the Ryanair employee We have this label. Arrive at Barcelona – no bag. We report the missing bag and have a baggage irregularity report. 18.13pm on 14th, I receive an email from Lesma Handling acknowledging missing baggage report (BCNFR11903) Evening of 14th, my husband receives voicemail from Stansted acknowledging missing bag report, giving a number to call and an email address ([email protected]) 15/2/16 I email the above with further details about the bag, and thank them for voicemail. I ring the number given (00448708500038) 6 times during the day as we have had NO contact from anyone. A recorded message started and asked me to wait as ‘someone would be with me shortly’ – never answered. 16/2/16 email again as by now we have had no choice but to go and buy clothes, toiletries and a new charger for phone and iPad. Still no phone call / email. 17/2/16 phone call at 8.24pm from Scott (who says he is a Ryanair employee), explaining he has just come on duty and seen my email of the 16th. He actually does something and goes to Lost Property at Stansted where he finds our case, complete with baggage label, clearly stating our name and destination. Scott phones us with the news at 9.30pm. 18/2/16 arrive back in UK and go to Luggage Pickup in Arrivals. There we are shown our case, complete with label, and told we have to pay £10.00 for the privilege of getting it back. We are also shown the report that states it was found in Zone E by a Ryanair Customer Ambassador and taken to Lost Property on the 14th at approximately 11.00 in the morning = as soon as we left it with Ryanair and nearly 2 hours before our flight left! After many many onlinecomplaints (Ryanair does not have a Customer Service email address or phone number), Ryanair refuses point blank to repay the £10 or explain how they dumped our case in Departures, which surely is a security issue as well as ruining our holiday!

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