‘It was our anniversary – now we can’t afford to go’
Jon Hill, 27, from Nottingham, and his partner Rachael Smith, 24, booked a trip to Berlin for their anniversary next month after spotting a deal on Ryanair flights.
Rachael booked several weeks ago using the automatic dropdowns on the Ryanair app and says the details initially appeared correctly. But the couple later realised Jon’s surname had been changed from Hill to Smith on their booking – and Ryanair refused to waive the £115 fee to correct it.
Jon told us: “Ryanair are adamant we need to pay £115 to change the name, when the flights were originally only £9.99 each for each way. We’d planned a trip for a romantic anniversary – now we can’t even afford to go and will need to get a refund for our hotel.”
In its response to the couple’s complaint, seen by MoneySavingExpert, a Ryanair customer service agent wrote: “Although we sympathize [sic] with this unfortunate situation, we regret that it is not the responsibility or liability of Ryanair… It is each passenger [sic] responsibility to verify the information before completing a booking.
“Our internet reservations procedure is such that all flights are booked by the customer themselves and once all details have been ascertained they are displayed for verification, (including flight numbers, times, dates, destination etc.). Customers must then check a box to confirm they have read all of the restrictions, and the booking is not confirmed until such verification is received.
“Given the above, Ryanair cannot accede to your request for a free of charge name change in this case.”
Meanwhile, other Ryanair customers have reported similar problems on social media: