Ryanair responds – says its my fault

I received a response from Ryanair about their thievery.  Hilariously it starts by saying that I can only reply to the email by fax, which is a different number to the one I sent my complaint to, and is not listed on their website.

Essentially it says that because I didn’t open my bag and check that nothing was stolen before leaving the airport, that there is nothing they can do, and that I should claim it from my travel insurance.

Unfortunately, email replies to this address cannot currently be accepted, responses can be sent by fax to Ryanair Customer Services on +353 1 5081702


Ryanair baggage response header
10/12/2009

Private and Confidential

Mr Jacob Hawkes
4/41 King Edward Rd
Osborne Park
6017
AUSTRALIA (AU)

NRNSVQ
Our Ref. 289334/DFNQHE
jacob.hawkes@telvent.com

Dear Mr Hawkes,

I acknowledge receipt of your letter dated the 9th of December 2009.

Unfortunately as no loss was reported to our representatives immediately upon collection of your baggage, I regret that we are not in a position to proceed with your claim.

Perhaps generally it would be helpful if I referred you to the Ryanair General Conditions of Carriage 15.1.1 where it states:

‘Acceptance of Baggage by the bearer of the Baggage Identification Tag without complaint and without completion of a Property Irregularity Report at the time of delivery, is prima facie evidence that the baggage has been delivered in good condition and in accordance with the contract of carriage”

Given the above, I regret that we cannot consider your claim. We would suggest that any compensation be claimed from your travel insurance policy.

I am sorry that I cannot be of further assistance.

Yours sincerely

For and on behalf of
RYANAIR LIMITED
Ryanair signature
_______________________
Maciej Ostrowski
Customer Services

7 thoughts on “Ryanair responds – says its my fault”

  1. Way to go RyanAir for just making you more angry, it makes me angry just reading about it. Do they expect all of their guests to make a full inventory of their baggage while at the airport? Grrr customer service – FAIL.

  2. Well they didn’t deny that thieves when through your luggage and stole things, they just said that you didn’t catch it in time.

    He’s basically saying that you’re right, but due to a technicality they’re not going to act on it.

  3. For all you may say about Ryanair. They are the cheapest, most efficient there is. I’ve flown with them about 30 times now. I once had a damaged case, which I reported at the desk at the time of picking it up. 3 weeks later I had a cheque sent to me to cover the damage. No inquest, I filled the form in at the desk and that was the end of it. Long may they stay in service.

  4. I’m happy for you Mike. Lets just hope that you never have something stolen from inside your luggage. If my luggage had been obviously damaged or tampered with, I too would have made a complaint right then and there. Do you check all your belongings inside your luggage every time you fly? Didn’t think so.

    Are they the cheapest? Not always. [from here. You cannot simply compare flight costs, but also all the other “hidden” costs. The most glaring being the online checkin fee. There are no other options to checkin, so why is there a fee? This should be included in the advertised flight price. In 2009 ancillary revenue was at €598 million, compared to a total revenue of €2,942 million.

    Bottom line: Michael O’Leary is a thug, and make’s no apologies for it. You fly Ryanair at your own risk, and if you do and can get away with it, good luck to you.

    Chances are, I will never fly them again.

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