Ryanair should reimburse passengers who have been accused of incorrect changes to their reservations due to a "technical problem", the expert on saving money, Martin Lewis, said. Lewis wrote a letter to Michael O & # 39; Leary, Ryanair's CEO, asking that the budget airline act like a "nice airline" and pay back customers with the wrong charge . The Chief Executives of Ryanair and its regulator, the Civil Aviation Authority (CAA), were presented with a dossier of over 160 Ryanair passengers who were hit by the "technical problem". MoneySavingExpert.com reported the problem for the first time in December 2018 and has since received complaints from angry customers traveling with partners or friends with different surnames.
They said that they were penalized after the surnames of their classmates were changed automatically even if the correct data were entered at the time of booking. The mistake has cost many customers £ 115 each to be repaired.
If they did not identify the mistake within the 24-hour grace period of Ryanair, they were slapped with a charge of £ 115 to change it to travel.
According to Lewis, Ryanair "insisted that there is no problem despite convincing evidence, and said it will not reimburse customers for what appears to be their own mistake."
In the letter itself, Lewis wrote: "The commitment and response that we had from Ryanair were flaccid, it seems that there is a blase attitude towards these customers who feel in difficulty."
He added: "The behavior of your company, in refusing to repay customers who have been affected, but with them having no choice but to pay if they want to travel, does not seem to be the behavior of a" good airline ".
"I'm sure you'll be shocked to hear that this is happening and will want to correct it, rather than wait for regulatory efforts."
Express.co.uk contacted Ryanair for further comments on the situation.
Ryanair's passengers have recently dubbed the budget airline the worst in the UK in a stinging Which? poll.
It marks the sixth consecutive year the company has been awarded the derogatory title from the consumer champion watchdog.
Passenger grips ranged from the comfort of the seat, to food and drink options and to the boarding process, and all received the lowest possible score.
The totals showed a sad 40% customer service level – with many vehemently claiming they will not fly in blue and white aircraft yet.
More than 70% of those on the grid were firmly convinced that they did not want to swell the airline, with other easyJet and Jet2 budget options nodding.
The low-cost airline has recently, and quietly, increased the rates for hand baggage only two months after the introduction of new strict rules in November.
Previously, passengers who wanted to carry more luggage had to pay £ 6 more to benefit from priority boarding, which could carry both a small bag and a larger bag for the locker above the head.
Ryanair travelers could also pay to take a suitcase on board measuring no more than 55 cm x 40 cm x 20 cm. He could not hold more than 10 kg and would be left at the airport desk. Previously this check-in baggage costs £ 8 during booking or £ 10 after booking.
However, passengers who book now will find, after going through the flight selection procedure, that priority boarding has increased from £ 2 to £ 8.
Meanwhile, the extra 10 kg suitcase now costs £ 10 when booking.
These new sums can only be viewed after selecting flights. Ryanair's cockpit policy page continues to show prices for "From £ 6" for priority and "From £ 8" for the 10 kg bag.
There were no official announcements regarding these higher taxes. Express.co.uk contacted Ryanair for a comment on the price increase, but at the time of writing there was no response.