Ryanair attacked for failing to refund passengers £115 amidst booking error claims

Martin Lewis is putting the pressure on Ryanair to refund customers over a ‘glitch’ which has left some passengers having to pay £115 to change the name on a booking.

The MoneySavingExpert (MSE) guru says he has presented a dossier with over 160 passengers claiming to be affected, to both the airline’s chief executives and regulator the Civil Aviation Authority.

The dispute comes after a number of Ryanair passengers have claimed that an issue on the airline’s booking system has left them facing the airline’s £115 fee to change names on a booking.

That’s because when they were booking for a second person (or more) with different surnames, they claim the system changed their companions’ surnames to that of the lead passenger/account holder automatically.

Ryanair does offer a 24-hour grace period after booking for passengers who spot an error and want to fix this, where it’s free of charge.


Martin Lewis has presented the airline and CAA with a dossier of passenger claims

Unfortunately, passengers who didn’t spot the mistake in time faced the £115 fee which the budget carrier charges for changing the name on a ticket.

That’s £115 each way, for a mistake which passengers are claiming they didn’t make.

MSE says that while some passengers had already paid the fee, others chose to book a new set of flights as it worked out cheaper.

It also says that despite a number of passengers complaining, the airline has insisted there isn’t a problem or glitch, and that it won’t be refunding customers who paid the £115 fee as a result of the name changes.


Martin Lewis, who says MSE has been trying to engage with the airline over the issue since December, has now shared an open letter to the carrier in which he has called on the chief executives to “investigate the root of the problem”, or to offer a “detailed explanation” if the carrier continues to affirm that there is no glitch or error within the booking system.

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