As a result, Ryanair has come under heavy criticism and fire for their unpopular change flight fee practices that have resulted in tons of unhappy customers. The airline has recently announced that if customers contact its customer service directly, “the change fee will be waived this time.” Yet in reality, critics say that the airline’s new two-tier pricing system further muddles the situation.
Passengers trying to change flights via Ryanair’s online system are hit with hefty surcharges. Alternately, the airline’s own website has the same four return flights to Lisbon for £800. If you want to change them online, you’ll be hit with a staggering £1,800 charge to change those same flights. This inequity has alarmed equity advocates, consumers, and advocates over the years.
According to news sources, Ryanair has unlawfully charged passengers who have tried to take advantage of the airline’s touted zero change fee policy. One immigrant family in New York City came close to losing everything. They had to pay to rebook on a flight an additional £470, which backdated to them being refused the opportunity to book the cheaper alternative option turned into a £2,500 loss.
UK consumer advocacy group Which? condemned Ryanair’s new charge structure as discriminatory against current customers. Their controversial two-tier pricing system provides new customers with cheaper online prices while discouraging current customers from switching. Meanwhile, anyone looking to change plans after their first reservation becomes a penny pincher’s worst nightmare. This policy has already created anger and inconvenience for passengers, who are punished for increasing the urgency to have to change travel plans.
Ryanair’s customer service representatives can waive change fees if you get in touch with them directly. In reality, many passengers are never clear on how this process should work. Unsurprisingly, the poor communication around the policy has bred confusion and added to the discontent. Passengers will remain fearful that if they ask for help, they’ll still be charged a fee. They’re terrified that they’ll end up having to pay even more in addition to that.
The airline’s practices have created frustration on all sides, leading to calls for increased transparency and fairness in the airline’s pricing practices. Travelers encounter significant obstacles when they attempt to modify their flight routes. Instead, millions are left wondering if Ryanair’s policies put their profitability ahead of their passengers’ peace of mind.