✅ Trip Verified
| Stansted to Rome. Terrible experience today! Not very pleased to say this is not my first with Ryanair. So we book our flight in March for today, 20th April 2019. We checked in yesterday and paid for the selected seats (after already having acquired Priority and 2 Cabin Bags) for 2 travellers. We leave Wales at night and get to the Stansted airport more than 3h prior to departure. The flight was scheduled at 6:25. At 5:10 still nothing is showing on the screens, so I go to the toilet and then we head straight to security. As soon as we get through security we look at the screen again (around 5:40) and the screen says "Final Call". Being in a a rush we run through the queues and head to gate 59. When we get there we get told that it's actually gate 91 (other side of the airport) and the lady says "there's only 2 minutes left, you won't make it". We ask whether she can make a call to advise we are on our way and this obviously was declined. So we start running again, with backpacks and hold luggages, to get to the right gate. This was very difficult to find and the airport staff we asked weren't that helpful. As expected we don't make it on time. We make our way to the "Returning Customers" gates and the airport lady did not even give advise on where to go or what to do, but simply cancelled our boarding passes and wished us a "lovely weekend". Lovely Easter weekend: stuck in an airport and our families waiting for us overseas! Ok, so we lose the money paid (around £90) but we don't give up on spending our holidays with our relatives and friends! So we buy the next available flight from Stansted to Rome: 13:25 same day, with Ryanair. We pay the tickets, pay for the 10kg bags and do the check-in straight away. Having travelled with Ryanair for many years I knew that they are able to refund part of the original ticket price (€100 or £79), to use this money towards the cost of the new booking. This is apparently only applicable in certain circumstances, one of which is if you show up at the Ryanair desk not later than 1h after the original departure time. We get into the queue 15/20 min before the deadline and wait for about 30 min, to then be told by the two very unhelpful and disregarded agents (who had not a clue of what this process is), that we had to speak to the Money Exchange team. We leave the queue and wait to speak to this lady who, obviously, said "I have nothing to do with flights". Customer Service was terrible to say the least. What happened to the "Gate Open" and "Boarding" announcements on the screen? Is it a new trend to jump straight to the last call? To cause people stress, sickness, anxiety and everything else that comes with missing a flight, including massive extra financial expenses? Or is this just the way airlines operate today? Playing sick games to ensure people miss flights and spend extra money? Initially I mentioned that this was not my first misfortune with Ryanair: 3 years ago, summer time, my flight was delayed by 3 hours...my solicitors told me that my claim for refund/compensation has been placed on hold due to Ryanair having too many complaints and not dealing with them. We are currently about £300 short due to failure to follow the process on the screen, failing to call our names for the last call (we had priority, there was plenty of time!), plus the hours lost hanging around waiting for another flight.