We’ve been inundated with complaints since we first covered claims from passengers that they had correctly inputted names when making a booking only to find Ryanair’s system inadvertently changed them. By the start of January we’d had reports of the problem from at least 44 different passengers, and a clear pattern emerged:
- Passengers were booking for a second person (or more) with different surnames.
- They claim Ryanair’s booking system automatically changed their companions’ surnames to be the same as the lead passenger’s or account holder’s surname.
- Those who didn’t spot the error within Ryanair’s 24-hour grace period for free name changes have been left facing a £115 charge to change it to the correct name – some have already paid it.
Ryanair insists there is no ‘glitch’ with its booking system but hasn’t given us any further comment, despite us contacting it several times to point out there is a consistent pattern. It’s told us it won’t waive the fee for those affected.
After seeing our story, one passenger decided to set up a petition asking Ryanair to refund affected customers, and it’s reached over 1,050 signatures in just a few days.
See our 20 Ryanair tips for help mastering the airline’s mega-strict rules and charges.