Ryanair passenger wins support of 357,000 Facebook users after €300 charges

Facebook anger over Ryanair fees as passenger gets huge supportUPDATE: There seems an almost inexhaustible supply of people wanting to share their unhappiness with Ryanair. The number of Facebook likes now stands at more than 387,000 and comments at 19,475.

TUESDAY – Ryanair is a brand that barely exists in social media, but it is one that is possibly one of the most talked about. Certainly in the UK and Ireland.

The story of a woman who was charged €300 by Ryanair for printing six boarding passes, and won the support of more than 357,000 users after she posted on Facebook in just five days, is a prime example of that.

But what of Rynair’s response in social channels? Absolutely nothing, not a peep, it chooses not to engage and acts like an analogue rather than a digital brand. It begs the question is Ryanair a socially toxic (but successful) brand?

Suzy McLeod from Newbury, Berkshire, posted on what she probably thought was the budget airline’s page (it has 171,000 likes and has official pictures) after being charged €60 a piece for each boarding pass.

But with a strapline that reads “Ryanair is an airline with a great sense of humour! If you have none it is your own problem, not ours – ; ) ” it is pretty clear that it is not a real page. Or else it was setup and quietly forgotten about.

Real or fake it really doesn’t matter. This story has made a massive splash. The noise in social channels has spilled right across the media with reports in many newspapers and websites.

McLeod simply asked Facebook users to “like” her comment if they thought it was unfair and they did in their tens of thousands.

This is what McLeod posted on Facebook:

“When flying from Alicante to Bristol yesterday, I had previously checked in on-line but because I hadn’t printed out the Boarding Passes, Ryanair charged me €60 per person!!! Meaning I had to pay €300 for them to print out a piece of paper! Please ‘like’ if you think that’s unfair… : – ( “

The unprecedented number of Facebook likes was accompanied by more than 18,000 comments most of which were supportive — although there are the odd few pointing out that the airline does warn about its charges.

However, there appears to be no response from Ryanair, which appears largely to avoid social media or engaging with customers where ever it can.

Ryanair does warn passengers to print their own boarding passes if they are checking in online, but it is the size of the bill for printing six sheets of paper that has shocked many.

The airline is famous for its charges and in addition to the €60 fee for issuing boarding passes passengers are charged a €6 per person per flight “admin fee” and a €6 “web check-in fee”. Add to this the cost of checking in a single bag, which can cost between €15 and €50, and the budget airline looks increasingly less budget.

The only response from Ryanair has been a statement in which it reminds passengers that: “As clearly outlined in the terms and conditions passengers agree to before a Ryanair booking can be completed, and in emails sent to the passenger before travel, passengers must check-in online and print their boarding card before travel as failure to do so will result in a boarding card re-issue penalty.”

The amazing thing about the story is that Ryanair is one of those brands whose reputation can seemingly withstand a social media assault like this. It just brazens it out and sticks to its T&C despite the almost certainty that stories like this will encourage many to switch, where they can, airline brands.

It doesn’t listen and it really doesn’t appear to care.

It would be so simple for it to respond and wave the charges, but because it levies such unreasonable charges in the first place that seems like an unlikely outcome.

On its website it is probably one of the world’s few western airlines not to have any social media presence listed.

It is the same on Twitter. Its only official Twitter feed is for press releases and it doesn’t engage. There are no @replies.

As Richard highlights below one of the few times it has engaged with social channels it ended like this, as CNN reported in 2009:

Ryanair attacked “idiot” and “lunatic” bloggers Wednesday after a customer highlighted what he said were flaws in the budget airline’s Web site.

Dublin-based Web developer Jason Roe was booking plane tickets online when he discovered what he thought was a glitch that allowed him to book free Ryanair tickets.

“Ryanair can confirm that a Ryanair staff member did engage in a blog discussion,” said the airline’s spokesman Stephen McNamara. “It is Ryanair policy not to waste time and energy in corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again. Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel.”

  • Dave

    Oh look, a retard is supported by many retards. Learn to read.

  • Dylan

    I hope more cases like this happen. Ryanair may offer ‘seemingly’ lower prices however they often use bad practices like that and give terrible services to their clients. They also hurt many other well run airlines.

  • Al

    What is the limited to the size that the boarding passes can be printed at?

    Next time I check in I am thinking of having a billboard sized pass but then I am fearful of the charge they would levy because of the size and weight.

  • Joe

    Charging to print a ticket at the airport is acceptable. Maybe the passenger doesn’thave a printer at home, or ran out of ink at the wrong time, or has forgotten or mislaid their tickets. Maybe they simply didn’t understand. It’s not the charge that has upset people, but the level. £60 to print a single A4 sheet of paper, most of which is adverts for Ryarair or it’s partners, is obsence. To the person who called those that support this lady’s frustration retards, I suggest you find an inhabited island and go live there.

  • Mike

    “Ryanair is an airline with a great sense of humour! If you have none it is your own problem, not ours ;)”

    Might want to rethink their company description…

  • http://www.uknetmonitor.com Richard Brown

    This from 2009:
    “Ryanair can confirm that a Ryanair staff member did engage in a blog discussion,” said the airline’s spokesman Stephen McNamara. “It is Ryanair policy not to waste time and energy in corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again. Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel.”


  • Simon

    It’s simple. Just don’t fly with them. Ever.

  • Tonyoung

    Such negative publicity will never hurt Ryanair, whilst they remain the cheapest option. Just remember to print your boarding pass and check the weight/size of your cabin luggage. Simples.

  • http://www.georgeonthego.org George

    Firstly, Ryanair states repeatedly that you need to print out your boarding pass and that if you don’t they will charge you simple.

    Secondly, the Web check in fee isn’t on all flights so that isn’t a compulsory fee like the article makes out.

    Thirdly, the £6 card fee is the same fee that Easyjet and many other airlines charge.

    Finally, if you don’t like Ryanair’s term and conditions don’t fly with them. If you choose to fly with them then don’t complain!

  • http://www.oursocialtimes.com Jeremy Taylor

    I thought RyanAir didn’t have a Facebook page. Are you sure it’s actually their page and not a fake?

    Please see http://www.conversocial.com/blog/entry/ryanaira-s-neglect-proves-social-customer-service-is-no-longer-an-option

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  • mumbaipete

    Why is it such a surprise that social media alone can’t change a company’s mind. If you want to get companies like Ryanair to respond organise 357,000 people to boycott their flights.

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    I too was charged €120 for printing 2 boarding cards, which took 2 seconds at the check in desk which we had to use anyway to check in our bag which had cost £70. We use Ryanair a lot and find their customer service usually good and on this occasion had already checked in and printed our boarding passes for an earlier flight, it’s just that we had to return early from Rome and had no means of printing them off before getting to the airport. A bit unfair as we always stick to their rules but couldn’t on this occasion.

  • mick

    Whilst o’Leary’s attitude is despicable and Ryanair cleary hold their customers in contempt it’s also very misguided to think that posting a complaint on their Facebook page should result in them reversing their T&C’s. That’s not how business works or should work. So what if they don’t engage – it doesn’t seem to be harming their business. They have millions of customers who don’t waste their time looking at Ryanair’s unofficial Facebook page!

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  • Ujsagos Marika

    Pluuuuuuuuuuuuu jamais!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Help Help!

  • Ujsagos Marika

    Soha tobbe nemutazom ezzel a repulovel az egesz egy tiszta atveres szar az egesz nemajanlom senkinek

  • Clush PR

    After reading this article, I decided to write a blog post on Ryanair and how they use conflict as a PR tool. Despite the fact that they often get accused of misleading advertising, hidden costs and poor customer service, they are still one of the most profitable low cost airlines. How do they do it? I am really interested in your opinions and comments on the article: http://clushpr.wordpress.com/2013/03/03/conflict-as-a-pr-tool-ryanair/

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  • Ian Reddin

    A man is alone in an airport lounge.
    A beautiful woman walks in and sits down at the table next to him.

    He decides because she’s wearing a uniform, she’s probably an off-duty flight attendant.
    So he decides to have a go at chatting her up by identifying the airline she flies for, thereby impressing her greatly.

    He leans across to her and says the British Airways motto: ‘To Fly. To Serve’?
    The woman looks at him blankly. He sits back and thinks up another line.

    He leans forward again and delivers the Air France motto: ‘Winning the hearts of the world’?
    Again she just stares at him with a slightly puzzled look on her face.

    Undeterred, he tries again, this time saying the Malaysian Airlines motto: ‘Going beyond expectations’?

    The woman looks at him sternly and says: ‘What the fuck do you want?’

    ‘Aha!’ he says, “Ryanair” !

  • Theresa

    Please bring back service from Bristol to Shannon,this is a big loss to all of us and the west of Ireland.