I am writing this in deep state of anguish to describe the state of events we (Me and my lady) had to go through during our last flight Lisbon (Portugal) to Eindhoven (Netherlands) on 16th Feb 2016.

It is no wonder that Ryanair operates low cost flights. But it may come in as no surprise that the quality of service and attitude of ground staff is even low-rated that the quality of the flight itself.

Even though you have checked in online, on-time, their staff has been instructed to pick random passengers at the boarding gate, in some random priority who would then ask you to check-in your hand luggage due to the fact that there is not enough space on the flight.

This would happen on a regular basis and they would try to sell this mismanaged act as “we offer a free check-in” of your hand luggage. If you resist, they would forcefully have you check it in and if you don’t comply you wouldn’t be allowed to board the flight.

Case 1: Eindhoven to Lisbon – 12 Feb 2016

We were at the boarding gate and some 20 minutes before the flight ground personnel came to us and asked to check –in the hand luggage as flight was too full to accommodate the hand luggage. We tried our best to explain that we choose such flights in the first place as we have fewer luggage and that we can save time on check-in and check-out of baggage. But the staff insisted on checking in our hand luggage. We thought such incidents could happen from time-to-time therefore cooperated with the ground staff and had our bags checked-in. When we entered the flight, we clearly noticed that there were more than enough cabin space and some of the cabins were even completely empty!!! So obviously there was “no coordination and synchronization” between the ground staff at boarding gates
and the in-flight crew.

Case 2: Lisbon to Eindhoven – 16th Feb

The flight was delayed for more than 30 minutes. Again the ground staff randomly picked up some people including us and insisted to checking-in the hand luggage. This time we resisted as my lady had an crucial medical appointment in Amsterdam. Since the flight was already delayed, checking-in of the hand bags would mean additional time spend. So we tried to explain our situation and requested if the staff could rather ask someone else. The ground staff at Lisbon was very rude and was not even ready to atleast listen to our request or the situation. The officer kept saying if we don’t comply he will NOT allow us to board the flight. We could clearly see that the staff was frustrated. We spoke to his supervisor hoping he would understand our situation but he had the same attitude.

We had a heated argument with the supervisor at boarding gate which was based on following rationale
1. Why are we forced to check in the hand bags when they are within allowed size and weight dimensions? If the flight gets overloaded then that is an issue that Ryanair needs to address by “upgrading” the flights.

2. The fact that passengers would need to check-in hand luggage otherwise they would not be allowed to board is “not clearly displayed” on flight’s website while purchasing tickets. While all other non-relevant miscellaneous add-on paid services are clearly displayed. Why?

3. On what basis are passengers picked up at the boarding gate? The supervisor said this is airline's policy. When I asked him does the policy says specifically to take my luggage or is there some logical FIFO order to follow ? He had no answer of course. What if someone really has a situation and needs to arrive somewhere fast? Can we not make an exception for such passengers and possibly request someone else who is not in a hurry. It should be noted that during our argument couple of other passengers kindly offered their hand bags to be checked-in but the supervisor was hell-bent on checking our bags in.

4. Why is their “no communication” between ground staff and in-flight crew? We gave an example that on our last inbound flight we agreed to check in our bags while clearly there was cabin space on board for luggage.

5. I never had this “compulsory hand bag check-in” issue with other low cost airlines (Easyjet or German wings for example). Looks like this is a “Ryanair-only” problem.

Eventually the supervisor agreed to our request and said that can I tell the security personnel who load the baggage (they stand next to the flight at baggage drop-off point) to allow us however he did placed a tag on our bags anyways. So we went towards the flight but to our misery faced the same crisis again.

The officer who was responsible for loading the baggage again forced us to check-in the luggage or refuse to board. When I told him that the supervisor at the boarding gate allowed us to board with the luggage he did not listened to me at all.

This time I really had it so I took my smartphone out and asked him loud and clear as to why there are torturing us and not refusing us to board based on invalid grounds. I made a recording. Now the officer got quite conscious and scared, tried his best to avoid the camera and threatened me that he will not allow us to board unless we

1. Deleted the video
2. Checked-in the luggage (despite the fact the boarding supervisor had allowed us)

My lady started to cry and the whole situation was becoming a mess. He told us if we even want to leave Lisbon then we should comply. Only to convince him I deleted one of the many videos I made of him but saved this one which I decided to share on social media to reveal a classic example of being mistreated by Ryanair staff. Even if one person decides to avoid Ryanair after reading this, my struggle won’t go in vain.

The in-flight crew was witnessed all the drama but did not dare to offer any support. Later in the flight she came and apologized for everything and also suggested us to raise this issue to higher authorities.

The video is hereby shared.. The fire yet burns!!!

Funfact: I posted a complain on Ryanair's official page and several times their employees tried to delete my comments.
https://www.facebook.com/puneetjaanu/posts/10154721379378636:0