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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