I had a disappointing experience with Ryanair recently.
I was charged €110 at the airport for check-in because my wife, who is a non-EU passenger, could not complete online check-in due to document verification requirements. This effectively made airport check-in mandatory, yet the fee was still applied. I find it unreasonable to charge passengers in situations where no alternative is realistically available.
To make matters worse, the condition of the aircraft was not acceptable. The seats were visibly dirty and it appeared that the cabin had not been properly cleaned after the previous flight. This is below the basic standard of hygiene and comfort that passengers should expect.
I raised both issues with Ryanair, but received only standard responses referring to their policies, with no real consideration of the circumstances.
Overall, very disappointing customer service and lack of flexibility. I understand low-cost airlines operate differently, but basic fairness and cleanliness should not be compromised. They just simply could not care less!
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