- ‘Prime example of issues faced when customers book flights through OTAs (online travel agents) and not directly with the airline. Ryanair did not cancel the seats’
A mix-up at Alicante-Elche airport lead to passengers being told to pay for tickets they alleged had already been paid for.
“On arriving at Alicante airport for our flight home we were told by the Ryanair attendant our seats had been cancelled and it would cost us another €30 each to get onto the flight – we had already paid for,” alleged Sue Graham.
Ryanair said the problem was because Sue had booked with ‘On the Beach’ travel company – rather than directly with the airline.
Sue, who was returning to the UK after spending time in Benidorm, said: “When I told the attendant we had no money I was told, ‘It’s not my problem,’ either pay a further €30 each or sort yourself out.”
She said that the return seats were allocated to someone else following her trip to Spain with husband Eric, from who she is separated, and step-daughter Sophie, 22.
Problems began as they were about to embark on their return flight to Liverpool John Lennon Airport.
“I suffer with depression and anxiety – so can you imagine my state of mind, thinking we were going to be abandoned at the airport,” said Sue.
After the mishap they eventually secured their seats but only after Eric paid the money.
“I’m disgusted. I have been told that this has happened to other travellers, due to the airline over selling seats. If someone gets there before you, they will sell them your seats,” she alleged.
She also alleged her husband was charged another €46 after his hand luggage, which he had taken with him on the flight out without a problem, was turned back at the boarding gate. He had to pay for it to go in hold, or else leave it behind.
A spokesperson for Ryanair said: “This is a prime example of the issues faced when customers book flights through OTAs (online travel agents) and not directly with the airline.
Ryanair did not cancel the seats. Ms. Graham was charged a standard airport check-in fee of €90 (€30 per passenger) as she failed to check-in online two hours prior to the scheduled departure time.
Ryanair urges customers to always book directly, as OTAs may provide Ryanair with incorrect email addresses, contact & payment details, which block Ryanair from communicating directly with the customer to share essential flight information and updates, including check-in prompts, potential departure time changes, delays, cancellations, and refund updates.
To protect our customers, Ryanair has developed the Verified Seal and Price Checker to guarantee customers that they are booking directly with Ryanair. However, to avoid unnecessary complications, “Ryanair advises customers to always book directly on the official Ryanair website/app.”
