AFTER reading Kirsty Nutt’s letter of complaint about Ryanair (Travel Weekly January 27), I would like to tell readers about my ordeal.
Following a call from a client about the cost of excess-baggage charges, I checked the information pages in EasyRes – but I didn’t find anything. I then tried to get some information from Sabre but it seems Sabre is about the only global distribution system you cannot book Ryanair through.
In the end, I had no choice but to call the travel agent booking line for assistance. I tried for over 45mins and got either engaged tones or a recorded messages saying, ‘Sorry there is a fault’.
I got the operator to check the line but he said I couldn’t get through because the number was in heavy demand.
I persisted and eventually got through the famous Ryanair holding queue. Over 41mins later, my call was answered and it took me less than 30secs to find out the information I needed. (In case anyone has the same question as me the rate is ú2 per additional kilo).
Where is the sense in keeping people in a queue for this long? Calls cost 6p a minute so it cost us ú2.49 – we were only making ú15 on the ticket cost anyway.
I would suggest Ryanair reduces the number of calls it has in the queue if it doesn’t have the staff to handle them.
Or perhaps Ryanair should consider upgrading its systems (including access from Sabre) to provide agents with better information.
As always Ryanair is thinking of number-one.Oh, and what’s all this ú2 ticket-on-departure fee business?
Daniel Freeman
Account Executive – Business Travel
Travel Management
Leamington Spa