To: Customer Service, Ryanair +353 1 8121230
Date: 15 April 2008
Routes: Zaragoza-Stansted, Stansted-Zaragoza
Dear Ryanair Customer Service
Some weeks ago, I booked two Ryanair flights: on Friday 2 May from Zaragoza to Stansted and on Wednesday 7 May from Stansted to Zaragoza. There is only one flight a day between these destinations.
On 27 March I received an email from Ryanair Schedule Change (email@example.com) titled 1st Notification of a change in departure/arrival time of your flight
informing me that the times of the flights had changed. I accepted these changes by clicking on the link provided and indicating my acceptance in the manner requested.
I expected to receive some sort of email confirmation: but none arrived. Instead, on 5 April I was surprised to receive a second email titled 2nd Notification of a change in departure/arrival time of your
flight informing me of the same change that I had already been informed of and requesting that I carry out the same acceptance that I had performed already. I did so, and again, no confirmation arrived.
Today, 15 April, I received a third email, though it was in fact titled 2nd Notification of a change in departure/arrival time of your flight
rather than 3rd
as one might have expected. I have accepted as well, and again have received no confirmation.
By this stage I had become a little nervous that my acceptances were not being confirmed because they had not been received, and I therefore attempted to call Ryanair Customer Service in order to check that everything was in order. However, attempts to call these numbers were in vain. I have tried to call both your Great Britain number (0871 246 0000
) and your Spain number (807 220 032
) but each instance, after the message informing me of how much the call will cost, there is a voice telling me that the number is not recognised.
I therefore urgently need confirmation, by email, that my acceptance of your flight changes has been received. I find it extraordinary – and extraordinarily frustrating – that, when you can require a confirmation from me for a change which you yourselves have made, that you can continue to send requests after I have done precisely what has been asked of me, and that when I try to call yourselves about it – on lines that would not be cheap even if I could get through - the numbers are unavailable. It puts me in an impossible situation where I neither know whether I am going to be permitted to travel, nor can check. Could you please urgently send me a confirmation that I am a passenger on these flights and if possible see why your phone numbers are inoperative. Thank you.