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

Robbed by Ryanair Baggage Handlers

December 9, 2009

Ryanair Customer Service Complaints Department
PO Box 11451 Swords, Co Dublin
Ireland
Fax +353 1 8121676

Reservation Number: XXXX
From: Dusseldorf (Weeze)(NRN)
To: Sevill (SVQ)
Flight: 8622
Depart: Dec 8, 2009 16:55
Arrive: Dec 8, 2009 19:40

Luggage Tag Number: 00006XXXX
Excess Luggage Reference Number: 0000XXX
Excess Luggage Fee: EUR120

Re: Theft of item in Checked Luggage

To Whom It May Concern: I am writing to report the theft of a personal item that was inside a piece of checked baggage on a recent flight from Weeze to Seville.

The ryanairbaggage.com website does not include an option to report this.

The item in question was a 125mL bottle of Davidoff Cologne, valued at EUR40, and was taken from my shaving kit. It was obvious that the thieves inspected the camera case that was also in the bag, but not finding a camera, took nothing.

Both the camera bag and the shaving kit were left opened. I have attached a photo of the inside of my bag as I found when I opened it after arriving at my hotel.

It is extremely upsetting to have ones bag interfered with, as anything could have been taken or added.  In these days of heightened security concerns, this is a gross violation of personal security.

I demand an apology, replacement of the stolen item, and a reimbursement of my full fare, including the excess baggage charge.  To think that I paid extra for the privilege of having my baggage rifled enrages me to the extreme.  You can be sure that you will never see me on your airline again, and I intend to make this experience known to as many people as I can.

Yours in extreme dissatisfaction,
Jacob Hawkes
December 9, 2009


Ryanair Luggage Theft Markup
This photo was taken after arriving in the hotel, and opening the bag for the first time since the flight.  The black shaving kit is opened, as is the blue camera case.  The cologne was taken from the shaving kit.  Both were left open.