The pressure increases on Ryanair to reimburse passengers affected by a fine of 115 pounds for the change of name – en.live-feeds.com

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In Ryanair, pressure is growing to reimburse passengers affected by a name change problem – with a renowned consumer champion who has complained directly to the airline and the civil aviation authority.

Approximately 160 angry Ryanair passengers traveling with partners or friends were slapped with 115 pounds of taxes after their companions' surnames were automatically changed to incorrect versions, even if the correct details were entered at the time of booking.

So far, the no-frills airline has refused to reimburse passengers affected by the technical problem, and now the money expert Martin Lewis has appealed directly to Ryanair for being a "gentler airline" and ensuring that people hit are "not left out of the pocket".

Pressure on Ryanair is increasing to reimburse passengers affected by a name change problem - the renowned consumer champion Martin Lewis complains directly to the airline

Pressure on Ryanair is increasing to reimburse passengers affected by a name change problem - the renowned consumer champion Martin Lewis complains directly to the airline

Pressure on Ryanair is increasing to reimburse passengers affected by a name change problem – the renowned consumer champion Martin Lewis complains directly to the airline

The problem appeared when passengers booked flights for a second person (or more) with different surnames, for example their partner or for a group of friends.

These customers regularly claim that the Ryanair reservation system has automatically changed the surnames of their classmates to match the surname of the owner or account holder.

Those who did not identify the error within the 24-hour grace period of Ryanair for changes to the free name were left with a charge of £ 115 to change it to the correct name.

The expert on saving money Martin Lewis, in the photo, who has directly appealed to Ryanair to be a "most beautiful airline"

The expert on saving money Martin Lewis, in the photo, who has directly appealed to Ryanair to be a "most beautiful airline"

The expert on saving money Martin Lewis, in the photo, who has directly appealed to Ryanair to be a "most beautiful airline"

In a letter to Ryanair's CEO, Michael O & Leary, the founder of MoneySavingExpert.com wrote: "I know that in recent years you have said that you want to make Ryanair" a more beautiful airline. " to keep this promise in this case.

"Unfortunately, my personal letter for you is our last resort, and we've raised this issue with your press team since December, yet the effort and response we've had has been flabby.

"There's a seemingly blurry attitude to customers who feel distressed, so we've also presented today a dossier of convincing evidence of over 160 complaints addressed to the Civil Aviation Authority. .

"These customers tell us that they were penalized for incorrect surnames on their bookings, despite having correctly entered these details at the time of booking.

"This mistake seems to be repeatedly not the customer's fault, yet Ryanair has charged the affected 115 pounds to rectify what appears to be his mistake.

"The behavior of your company, refusing to repay customers who have been affected or saying they can not travel, does not seem to be the behavior of a" good airline ".

"I'm sure you'll be shocked to hear that it happened – and you'll want to correct it – rather than wait for regulation."

So far, the no-frills airline has refused to reimburse passengers affected by the name change problem

So far, the no-frills airline has refused to reimburse passengers affected by the name change problem

So far, the no-frills airline has refused to reimburse passengers affected by the name change problem

Mr. Lewis also stated in the letter that some customers who were facing the tax due to the technical problem actually rebooked their flights as it was cheaper than paying the tax.

He added: "We hope that you will find out what led to the problem, preventing it from happening again and ensuring that the impacts are not left out of your pocket.

"If you feel that our trials are wrong and there are no technical problems, we would be delighted with a detailed explanation of why this happened on such a large scale."

Meanwhile, in a separate letter to the Civil Aviation Authority, Lewis said he believed it was time for "regulatory action to protect customers".

He wrote: "We have had more than 160 Ryanair customers to date claiming to have encountered the problem, who are willing to be included in a dossier, which is attached to your attention.

"Given the repeated and widespread nature of these errors and the clear reluctance of Ryanair to tackle the problem, we believe it is time for regulatory intervention to protect customers.

& # 39; Ryanair must be forced to find out what the problem is, to prevent it from recurring and ensure that impacts are not left out of the pocket.

Last week, Ryanair quietly raised the rates for priority boarding and baggage. In the picture there is a table on the Ryanair website, which shows the new rates

Last week, Ryanair quietly raised the rates for priority boarding and baggage. In the picture there is a table on the Ryanair website, which shows the new rates

Last week, Ryanair quietly raised the rates for priority boarding and baggage. In the picture there is a table on the Ryanair website, which shows the new rates

The letters arrive a few days after the Dublin-based airline quietly raised the priority boarding and baggage charges a few months after the introduction of a new baggage policy.

The rules introduced on November 1 established that passengers could no longer put small suitcases in the hold for free and had to pay for any bag that did not fall under the seat in front.

Passengers could pay between £ 6 and £ 8 for priority boarding, which meant they could take a second bigger bag in the cabin, or pay between £ 8 and £ 10 for check-in a baggage up to 10 kg, or £ 25 for a bag bigger than that

However, it emerged that if passengers want to check in in baggage up to 10 kg, prices have risen between £ 10 and £ 12.

Similarly, the maximum price for priority boarding has increased from £ 8 to £ 10.

MailOnline Travel contacted Ryanair for comment.

LETTER OF MARTIN LEWIS FULL IN RYANAIR ON GLITCH OF THE SURNAME

Dear Mr. O & Leary,

I am writing to inform you personally about what appears to be a serious and important abuse of consumer rights by your airline. I know that in recent years you have stated that you want to make Ryanair "a most beautiful airline". I hope you are able to keep this promise in this case.

Unfortunately, my personal letter for you is our last resort. We have raised this problem with your press team since December. Yet the commitment and response we had was flabby. There is an apparently blasé attitude for customers who feel distressed. Therefore, we have also presented today a dossier of convincing evidence of over 160 complaints addressed to the Civil Aviation Authority.

These customers tell us that they were penalized for incorrect surnames on their bookings, despite having correctly entered these details at the time of booking. This mistake seems to be repeatedly not the customer's fault, yet Ryanair has charged the affected £ 115 to rectify what appears to be his mistake.

The behavior of your company, refusing to repay customers who have been affected or saying they can not travel, does not seem to be the behavior of a "good airline". I am sure you will be shocked to hear that it has happened – and will want to correct it – rather than wait for regulation.

From the evidence gathered by MSE, a clear pattern emerged, which probably indicates a systemic error:

  • Passengers booked flights for a second person (or more) with different surnames, for example their partner or for a group of friends.
  • These customers regularly claim that the Ryanair reservation system has automatically changed the surnames of their classmates to match the surname of the owner or account holder.
  • Those who did not identify the mistake within the 24-hour grace period of Ryanair for free name changes were left with a charge of £ 115 to change it to the correct name – many have already paid it.
  • Some customers had to rebook their flights entirely as this was cheaper than paying.

We hope that you will find out what led to the problem, preventing it from happening again and ensuring that the impacts are not left out of your pocket. If you think that our tests are wrong and there are no technical problems, we would like a detailed explanation of why this happened on such a large scale.

I'm waiting for your answer.

Sincerely,

Martin Lewis, founder and president, MoneySavingExpert.com

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