Review Time
I am extremely disappointed with how Ryanair handled my baggage on my flight from Agadir to Vienna. I had Priority and a small soft cabin suitcase that meets the official dimensions. The exact same bag was accepted without any issues on the outbound flight. It also fits perfectly into the overhead locker.
At the gate, the staff member insisted—without any reasonable explanation—that my bag “would not fit,” even though it clearly fit in the sizer when gently pressed (which is completely normal for soft luggage). He refused to even let me remove items, saying it “still wouldn’t fit,” and it was obvious he was simply trying to force an extra fee out of me.
The attitude was rude, unprofessional, and felt like pure money grabbing.
In the end, I wrapped my soft suitcase in plastic foil at the airport. Suddenly it was thinner than my partner’s hard-shell case and magically “acceptable.” That proves it was never about the actual size.
This experience was humiliating, stressful, and completely unacceptable. I have never been treated so unfairly by an airline. If Ryanair expects customers to follow their rules, they should also ensure their staff apply them consistently and without this kind of aggressive upselling.
I am extremely disappointed with how Ryanair handled my baggage on my flight from Agadir to Vienna. I had Priority and a small soft cabin suitcase that meets the official dimensions. The exact same bag was accepted without any issues on the outbound flight. It also fits perfectly into the overhead locker.At the gate, the staff member insisted—without any reasonable explanation—that my bag “would not fit,” even though it clearly fit in the sizer when gently pressed (which is completely normal for soft luggage). He refused to even let me remove items, saying it “still wouldn’t fit,” and it was obvious he was simply trying to force an extra fee out of me.The attitude was rude, unprofessional, and felt like pure money grabbing.In the end, I wrapped my soft suitcase in plastic foil at the airport. Suddenly it was thinner than my partner’s hard-shell case and magically “acceptable.” That proves it was never about the actual size.This experience was humiliating, stressful, and completely unacceptable. I have never been treated so unfairly by an airline. If Ryanair expects customers to follow their rules, they should also ensure their staff apply them consistently and without this kind of aggressive upselling.
Whilst traveling with Ryanair on Monday a lovely gentleman (NOT) said put you suitcase in there which I did my suit ase fitted in the baggage size box but the wheel turned round when putting it in. He said U need to pay I said can I just turn the wheel then it will fit and he said no just go pay. Asked to see my priority boarding pass 4 times Reply back from ryanair was if you didn't have priority then U would have to pay. I had paid for priority. I travel with Ryanair at least 4 times a year and have never had a problem with the suitcase before when I told him this he just said well uve been lucky.My suitcase measurement including wheels are 50cm X 35cm x20cm. Please explain why this is too big
Customer Service Complaint Regarding Hand Luggage PolicyTo: Ryanair Customer Service / Management TeamSubject: Formal Complaint: Highly Unsatisfactory Service and Inconsistent Hand Luggage Measurement at Berlin Airport (BER)I am writing to express my extreme dissatisfaction with the service I received from Ryanair staff regarding the measurement of carry-on baggage at Berlin Airport (BER).I recently flew with Ryanair, and the experience at the Berlin gate was unacceptable due to the subjective and unprofessional handling of the hand luggage policy.• The Problem: My standard backpack, which I use for all my travels, was deemed too large by the staff at the Berlin gate. The measurement process felt arbitrary and the staff were uncompromising, forcing me to pay an excess fee.• Inconsistency: Crucially, this exact same backpack passed the carry-on control and was accepted without any issues whatsoever just a few days earlier on a Ryanair flight departing from Lisbon (LIS). This clearly indicates a severe lack of standardization and consistency in policy enforcement between airports.The difference in treatment suggests that either the measurement cage/stand at BER is improperly calibrated or damaged, or the staff in Berlin are applying the rules subjectively and overly strictly, contrary to the standard procedures used in other hubs like Lisbon.I demand an investigation into this matter. I strongly urge Ryanair to:1. Replace or re-calibrate the luggage measurement stands at Berlin Airport (BER).2. Provide immediate and thorough retraining to the BER ground staff on consistent and fair application of the hand luggage policy.As a paying customer, I expect fair and consistent service. The subjective and inconsistent enforcement of your baggage policy severely impacts the customer experience and is a disincentive to choose Ryanair in the future.Please provide a written response confirming receipt of this complaint and outlining the steps you will take to address this inconsistency.• Flight Route (BER Incident): Berlin (BER) to Gran Canaria • Flight Date (BER Incident): 23.11• Flight Number (BER Incident): FR 2502• Reference Flight (LIS Success): Lisbon (LIS) to Berlin Sincerely,Alexander Shim
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