In March, a traveler and her daughter faced significant delays while flying from Berlin to Rome with Ryanair. Their flight, scheduled for 8:50 p.m., was postponed to 6 a.m. the next day, prompting the airline to provide hotel accommodations, transportation, and meal reimbursements per European air passenger protections. However, the hotel was fully booked, leading them to secure a nearby alternative for 61 euros.
To cover potential cancellation, the traveler purchased a "Flexi Plus" ticket for a future flight at a cost of $908. After their flight departed at 9 a.m., attempts to rebook using the Ryanair app were unsuccessful due to a malfunction. Seeking assistance, the traveler entered a customer service queue but ultimately faced long wait times. A phone call to Ryanair revealed a 180 euro fee to reschedule, which the traveler declined.
Upon returning home, the traveler attempted to resolve the reimbursement issues but received unclear responses from Ryanair. The automated replies failed to address her queries, particularly regarding the need for an International Bank Account Number (IBAN), which American banks do not possess.
Experts indicated that under European law, passengers are owed compensation for delays exceeding three hours, potentially amounting to 600 euros for the described circumstances. Alternative solutions were suggested, including opening an account with an international financial services provider that offers IBANs for euro payments.
The traveler experienced difficulty obtaining assistance from Ryanair, highlighting the challenges often faced by customers of low-cost airlines, where responses may be automated and less helpful. The situation raised questions about the effectiveness of the customer service systems employed by such carriers, especially during complex travel disruptions.
In this instance, the traveler’s overall experience emphasized the potential drawbacks associated with budget airlines, including service quality and responsiveness in times of need.