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Ryanair defends actions toward 'stranded' Swedes

Ryanair defends actions toward 'stranded' Swedes

Published: 18 Sep 2012 13:36 GMT+02:00
Updated: 18 Sep 2012 13:36 GMT+02:00

Ryanair has responded to the Swedish family "forced" to find their own way home from Croatia after a cancelled flight, explaining that the budget airline company had indeed emailed them with alternate arrangements.

The Axelsson family from Nyköping, eastern Sweden, complained Monday that they had been forced to make their own arrangements to get home after their flight from Rijeka was cancelled to due high winds in the northern Croatian city.

“I never thought they would behave this badly,” Mirva Axelsson told the Aftonbladet newspaper at the time, hoping for a refund for the whole affair, which cost the family around 8,000 kronor ($1,220).

However, a Ryanair spokesperson has since defended the Irish airline, claiming that the family had indeed been notified of alternative arrangements.

“Ryanair sincerely apologized to the passengers and offered them a switch to the next available flight, re-routing through another Ryanair base or a full refund,” explained Stephen McNamara, Head of Communications at Ryanair, in a statement.

“Ryanair also immediately emailed passengers information to allow them to change their flight free of charge via Manage My Booking, or via our reservation agents. Passengers who experienced additional accommodation or meal expenses, as a result of this cancelation, should send copies of all receipts to Ryanair for refund.”

Furthermore, McNamara stressed that cancellations aren’t typical of Ryanair.

“Ryanair flight cancelations are extremely rare, with just 10 out of over 150,000 Ryanair flights cancelled in the last three months.”

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Your comments about this article

15:58 September 18, 2012 by Snood
The previous report on The Local about this story stated that the airport that they were at had no internet. So how on earth were they supposed to have access to this e-mail? Well done Ryanair, once again as useful as a chocolate fire guard.
16:30 September 18, 2012 by peecee_uk
Not necessarily something that everyone has a good understanding of but most mobiles these days can be configured for email.

Not entirely impossible to get mail without the airport providing the internet access.

Technology eh?
17:42 September 18, 2012 by skogsbo
pink of salt required, the family also said they were dumped, clearly they weren't. I think their conditions say you should check online prior to arriving at the airport etc. Besides they were offered another flight and expenses, from a budget airline when they probably paid less than 1000kr per seat, probably much less, what did they expect, a private jet?
18:44 September 18, 2012 by sparc
@peecee_uk: Most people aspire spending their vacation detoxing from daily routines, like regularly checking email; take into account the astronomical charges for data roaming and I believe you belong in a very small group of people mate!
20:33 September 18, 2012 by peecee_uk
Roaming rates were recently forced down while I get your point, I think that roaming rates would have cost less and saved the hassle of the incredible lengths they went to to get back to Sweden.
22:12 September 18, 2012 by Beavis
The family were stupid enough to hire a taxi to Italy!! Across Croatia and SLovenia- when there were cheap flights available to Cologne, Zagreb and Barcelona at the same airport to connect to. What happened all the other passengers??? Were they all as stupid?? Im guessing they all took ryans alternative. Logic dictates if your sitting at a gate and the flight is cancelled, the first thing people do is go to ask at the check in desks etc what to do. Bad as Ryan are it seems these were just a very stupid family, who at least could have asked all the other people waiting on the flight what was happening. They deserve to get zero...
22:41 September 18, 2012 by Grokh
lol "we emailed them" is everyone supposed to have internet and email on their pockets nowadays?

cool let me tell all the slave like work force of Foxcoon in china, they will love to hear their iphones and ipads demand will skyrocket together with their suicide rate.
09:51 September 19, 2012 by mkdh
Ryanair has much less qualities as other airlines offer to much more, i have heard also that they are responsiple for the lost baggage ,so why one should take the risk and fly with them? they should thik againe about their policy.
10:02 September 19, 2012 by peecee_uk
I used them once recently. I thought to try the less convenient to reach but cheaper flight from Stansted.

It isn't worth the hassle.

I was having a pretty crap day anyway so this may have just been part of that but I got myself seated, second to last row from the back, window seat.

An attendant then asked if I could swap seats with a disabled lady who was sat in the row behind me, I agreed but then wondered what possible benefit would come from putting a disabled passenger at the window side of a row of seats.

As I stood up to move, somebody was taking my bag out of the overhead locker in order to fit in their own.

I asked what they were doing, they explained that they needed to put their bag somewhere. Well as it happens, I now need to find somewhere for my bag. stupid.

I got seated in my new location and the lady that had moved then turned her head and looked through the gap in the seats to tell me that she could have stayed in her original seat that I now occupied. gggrrrrr.
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