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The high price of low cost airlines
Low cost airlines are awesome - they have completely changed the way people fly, but they also helped redesign the entire aviation world, sending a powerful wakeup call to the legacy carriers.There is however a nasty side to them - in their drive to cut costs and keep prices low, they have started to alienate customers and take on a very nasty attitude.
When flying with a low cost carrier, you need to pay very close attention to their rules, regulations and fees.
A good example of the inflexibility of the low cost carriers (Ryanair in particular) comes from The Netherlands. When Mrs. Raaijmakers and her family arrived at Weeze Niederrehin airport, she was told that since she had not checked in online, she'd have to pay a EUR160 airport check-in fee (about $230). Since she did not have that kind of cash, the airline simply told her that her family could not fly with them, and departed without her.
Now in the defense of Ryanair, these rules are spelled out quite clearly, and are published right on the main page at Ryanair.com. That said - to tell a passenger that they can either pay, or miss their flight seems quite rude. A Ryanair spokesperson said that the airline is "sick and tired of people who don't read the rules", and that "not paying means not flying".
Because Mrs. Raaijmakers will arrive later at her destination, she and her husband are going to lose their jobs (in a bar). When confronted with this, Ryanair said "that is not our problem".
I'm not one to blame the consumer, and it doesn't seem right to blame Ryanair for this either, but it really should be a valuable lesson for anyone trying to save some money by picking a low cost carrier - the hidden cost is that not paying attention will cost you a lot more in the long run. Things that make sense on legacy carriers (like checking in at the airport) do not work with the low cost carriers, so be sure to read their site and check up on user experiences on aviation web sites before clicking "buy now".
Filed under: Europe, Netherlands, Airlines, Airports, Budget Travel
Reader Comments (Page 1 of 2)
Moody75 Jul 23rd 2009 3:06PM
I recently planned a multi-point journey in Europe and was considering Ryanair until I read all the hidden fees. For example, fees to use your credit card to purchase the ticket and fees even if you do check in online (though much less than at the airport). Adding that to the baggage fees and out-of-the-way airports Ryanair came to the same price as using BA, Air France and Iberia...which give me Frequent Flier miles!
Noah Jul 23rd 2009 7:10PM
I have to side with Ryanair on this one. The rules are clearly spelled out and it is not Ryanair's fault that the couple lost their jobs. This all boils down to personal responsibility. It was the couple's responsibility to read all the rules surrounding their ticket, they chose not to and didn't get to fly.
Doug Jul 24th 2009 1:01AM
I encourage anyone to avoid Ryanair. It's not worth it. There are many other low cost carriers. Avoid Ryanair like the plague!
Bob Jul 24th 2009 9:28AM
I too have learned to simply avoid Ryanair. As others have alluded to, there are plenty of other low-cost carriers in Europe, which all things considered, are ultimately better or similar deals, but much more convenient. Many of their destinations are laughable (if your destination is a major city, for example). Beauvais has little to do with Paris, just like Venice and Treviso; there are lots of similar examples. Some VERY simple research beforehand goes a VERY long way.
Jonathan Jul 26th 2009 2:12PM
Remember that many flights in Europe are short--one hour or less. Fares on Ryanair affiliate Aer Lingus are as low as 15 - 25 Euro each way. So put up with their rules and follow them and you are flying almost free!
And you can get away with no extra fees--just ask for "galley water so I can take my meds" since all drinks cost extra. And just have a the allowable carry on bag.
My problem was I missed a flight and had to pay much more to replace it--but that was my fault.
marcgoohs Jul 26th 2009 2:30PM
I am confident most of the US passengers I run into are aware of new rules, restrictions and charges but most of them are also conditioned to "it's close enough" when it comes to carry-on sizes, baggage weight etc. That's due in fact that most US Airlines have proven they can be forgiving. They have exceptions and grey areas whereas for various reasons where RyanAir definitely does not. My suggestion if you plan to fly RyanAir....read, read, read, check-in online, print the boarding passes and make sure you are in 100% compliance. If the baggage restricitions are 20x34 and 15 kilos then don't be 20.5 or 16 kilos because you will be required to pay or not fly. (By the way, these are not actual allowances but for fun you should check out their website rules. My last Europe trip was a Venice cruise and my family of 5 traveled with a 1 US regulation-size carry-on each and 3 larger (not giant by any means) checked suitcases. Total price upon check-in: just under $1200 US Dollars due to our carry-ons being oversized and everything over weight. I think it was some outrageous number like 50 euros PER KILO over the limitations. Pretty much anything larger than 1, full, large, carry-on backpack...and you're probably going to pay. That being said, RyanAir has definitely built a customer base out there willing to comply...but it's not me.
LJ Jul 26th 2009 2:44PM
I just flew Jet Bue a few days ago, an airline that I have liked very much up until now. As my flight, delayed TWO HOURS, began to board, they switched the staffer who was taking the boarding passes to some rude fat woman. They had called the back rows, but it was clear those passengers had all pretty much boarded as the waiting area was near empty.So I stepped up and handed her my boarding pass. In a very rude tone she said " you are in row 4, we are not boarding that row now". Then she nastily asked me and other front row passengers to step back, as we were "in the way" . Exactly TWO more rear row passengers boarded after this incident. Then she stood there as NO ONE boarded for about 2 minutes, apparently enjoying her little power trip before she called the front rows and allowed the rest of us to board. What annoyed me more was that most of us front row passengers have paid more money than the rear passengers just to fly like a human being with more legroom. In my case $40 a flight more. Note to Jet Blue staff: Manners are free. I usually have a nice flight with jet Blue, but after a two hour flight delay, I was not in the mood for this high handed treatment. As others have noted, there are plenty of other airlines out there.
Jonathan Jul 26th 2009 3:36PM
There's may be a reason for that "no one more boarded for two minutes" other than a power trip, which is to allow the jetway leading to the airplane to clear out. In the gate area, you may not be able to see the backup.
James Bond Jul 26th 2009 2:48PM
Value equals price, cleanliness, service, fairness and convenience. It seems RyanAir thinks price is the only attraction. I think once the other airlines improve their service and cleanliness RyanAir will be out of business.
James Bond 007 Jul 26th 2009 3:04PM
LJ, you hit the nail on the head. Too many of these employees are drunk with power. They make it very difficult to report these abuses because they hide their name badges. Use your camera phone and post their picture on the RUDE blog and send a copy to the airline. I'll bet some attitudes will change!!!
glenn Jul 26th 2009 3:02PM
for any airline to put that kind of penalty on a passanger is absolutely criminal... I SAY, SCREW RYAN AIR AND ANY OTHER AIRLINE THAT TRYS TO PULL THAT CRAP ON ANY CUSTOMER...THEY ARE ULTIMATLTY PUT THEMSELVES OUT OF BUSINESS, BECAUSE ANY RIGHT MINDED PERSON IS GOING TO BOYCOTT ANY AIRLINES THAT PULLS THAT KIND OF OUTRAGIOUS CRAP
ron Jul 26th 2009 3:50PM
you're an idiot! stop screaming jackass!!!
Mia Jul 26th 2009 7:55PM
I'm in no way defending the ridiculous amount of the fee but the airline didn't "pull" anything. So many consumers--especially American consumers--don't take time to read the rules. Either that or they just think they're exempt from them. If the airline's website mentions the fee then that's that. I honestly don't blame Ryanair for their to these people losing their jobs. They're right, it's NOT their problem. Please read folks.
Tammy Jul 26th 2009 3:14PM
Unfortunately, I have to agree with the airlines on this one. As much as I don't want to. In an economy when most airlines are going out of business because of the lack of travelers and the high cost of overhead, they have to keep thier staff to a minimum. So if people still want to have any airlines available, let alone cost efficient ones, then they have to keep up there end of the bargain. They only have so much time to get everyone checked in and settled for flight. They don't have the staff to go back and help do what the customer should have done in the first place. Just like when your a kid and given your rules and handbook in school. The teachers and principal don't want to hear that "you didn't know". It was your responsability to know, so you have to suffer the consequence. Guarenteed, after they get hit with either a large fee or travel inconvience just like what happened, they won't do that again or any other mistake. They will make sure taht they read it and complain to other people about it. Those people will make sure they read also, and etc...The airlines have then accomplished what they meant to do. Its not fair to thier staff who are over worked as it is now.
Liza Jul 26th 2009 3:28PM
LJ...that is rediculous....and not to make a joke out of your example, but isn't that EXACTLY what happened in Meet the Parents, with Ben Stiller, the airport waiting room scene? As I was reading your post, I could visualize word for word what was coming next. You know it is rediculous when they make a MOVIE of your example of bad service!!!
dorothy moore Jul 26th 2009 3:31PM
i feel i was done wrong by contintial airlines . i made resevations for three round trips from kc to san diego three months in advance , it was my understanding when they gave me my rates i had 24 hours to cancel at that rate . well 2 weeks ago i had to cancel the trip and was told my tickets were unrefundable that was 7 weeks in advance. i really did not know i couldnt get a refund, im almost 70 years old and was going to take two of my grandsons to san diego to see their brother graduate AS A MARINE .the people that do the bookings and the ones you talk to talk so fast and over your head we old people cant keep up with them ,i think i was totaly ripped off , they told me i had one year to use the tickets , i will never have any use for tickets again . i have only flown twice in my life . i feel they are thieves
LennyNY Jul 26th 2009 7:28PM
Don't let yourself be intimidated by a sales agent's brusque manner. FIRST: write down the sales rep's name as soon as they pick up; ask them to spell it. Before you close the deal, ask them where on their web site you can find a printed copy of the terms & conditions related to your purchase; have them go through it w/you point-by-point. Ask for additional explanation of any point you don't understand; repeat it back to them in your own words to confirm that you understand it. If they're going too fast, ask them to slow down &/or wait a minute while you write down what they're saying. If the person becomes impatient or annoyed at this, say, "Oh, I'm sorry. I didn't mean to waste your time. Maybe I should speak to someone else [or the manager]." They'll either apologize & slow down (if they're smart), put you through to another rep or a manager (meaning they lose the commission on the sale) or, if they're *really* dumb, hang up on you. If the person is dumb enough to hang up on you after giving you their name, call back & report them to a manager. In most cases this will get you to someone more skilled at accommodating customers; if not, you've found out what it's like to deal w/this compny in time to take your business elsewhere. IN ANY CASE, once you've purchased you should receive in writing by email all the terms & conditions (I'm not a lawyer, but I think this is the law); if you don't, start complaining.
NG Jul 26th 2009 3:43PM
RYANAIR SUCKS!!! When in Europe try Easy Jet. There will be a slight delay but at least the staff is friendly.
judy Jul 26th 2009 3:58PM
Read everything is so right on the mark! Recently i purchased two rd trip tickets through a popular multi-ailine site. My mom wasn't feeling well and opted to pay for a one way ticket the next day on another airline for a direct flight there.I told the airlines this and they said thank you and sold her outgoing seat right then.This was fine until the return trip home.Apparently if you don't show up for the first leg of your trip [even though i told them this ]they had cancelled her return trip and wanted the full one way fare home.I did get the fare down some after a hr but still pd extra for a trip home she had already pd for.It is in the rules and regulations so it was my fault .I read about the extra baggage fees etc but hadn't read that common policy amongst airlines. I'm sure plenty of sick people flying know this rule and that's why they don't miss a flight. See ya next flight i'll be the one who read all the rules with the vomit bag and in the bathroom the whole flight.
Ernest Jul 26th 2009 4:32PM
Once having flown on Ryanair you´ll never fly them again. The low cost is the worth the extra charges and the poor service received. The Dublin airport staff have to be the rudest and least helpful of all the low cost airlines. Avoid at all cost not worth the supposed savings!