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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 2 of 2)
Paula Jul 26th 2009 4:28PM
I FLEW FROM FLORIDA TO KENTUCKY ON AMERICAN WITH A LAYOVER IN DALLAS. IN FLORIDA, I HAD TO PAY A $10.00 BAGGAGE FEE, NO PROBLEM. I GAVE THE ATTENDANT A $20.00, HE GAVE ME MY BOARDING PASS BUT NEVER GAVE ME MY CHANGE. WHEN I ASKED FOR IT, HE TOLD ME I GAVE HIM A TEN DOLLAR BILL. I HAD SOMEONE FLYING WITH ME WHO SAW THE INCIDENT. I FILED A COMPLAINT RIGHT AWAY AND WAS GIVEN A COMP. COUPON GOOD ONLY FOR 24 HOURS AND ONLY IN THAT AIRPORT. I HOPE THE ATTENDANT HAD A NICE LUNCH, ON ME!
Elaine Jul 26th 2009 4:35PM
What do you expect on the cheap.
pete Jul 26th 2009 9:13PM
Used to fly a TON every year. Not so much any more. You dam near have to be a lawyer to interpret the conflicting instructions posted for on-line ticket purchases, or have the eyesight of superman to read the fine print on printed tickets. Between government lawyers on one side and all their rules and regulations, and corporate lawyers on the other side and their greed for big annual bonuses when greedy corporate offices get their annual bonuses, the flying public might as well just bend over and grab it's collective ankles. There's no way for them to even break even, much less win.
Marcel Matley Jul 26th 2009 5:01PM
As long as we who travel search for the cheapest fare, we will be treated cheaply, since the air lines cannot afford to give quality service on sub-quality remuneration. As long as we acquiesce in deregulation (= lack of the public's sense of responsibility) of airlines and similar public services, we show how little we care publicly for high standards, and thus we will be given what matches our level of care.
Respectfully submitted,
Marcel B. Matley
LJ Jul 26th 2009 5:01PM
To Jonathan,
actually, there was NO backup in the jetway leading to the airplane on my recent flight. I could see that from where I was standing. That was part of the reason I decided to step foward to board, even though my row had not been called. The Jet Blue staffer who treated me rudely was evidently having a bad day. She was rude from the get-go, sweating, and acting annoyed as she took her post, even before she interacted with me. I don't know what her issue was, and frankly it is not my concern. All I know is that for what I paid for my seat, and having endured a two hour delay prior to a long cross country flight, courtesy was the LEAST I could have expected from the Jet Blue employees. Her attitude was unprofessional and was most certainly not a positive advertisement for Jet Blue
Robin Jul 26th 2009 5:08PM
It is not always possible to check in online, especially when on travel. Perhaps the hotel or B&B or camping location doesn't have a working internet connection or some other issue? AirTran wants you to check in online, but also has kiosks there at the airport for online (but at the airport online) check in. I believe that Ryanair should do similarly. Whether or not the airline Ryanair was "right," I believe that they handled it poorly at least in terms of what we're hearing. $230. penalty? Ridiculous.
petebenard Jul 26th 2009 5:16PM
I recently flew Ryannair for the first.... and last.... time on a very, very last minute trip to from Edinburgh, UK to Dublin. I'm quite an avid traveler, having done so just about every week for the last 7 years - all over the world - and I'm quite convinced now that Ryannair is the rotten apple that was rejected from the tree. Having booked my flight online just two hours before departure, I didn't see the verbage regarding the check in fees because it's hidden in about 100000 other words. When I checked in at the counter, they charged me 40.00 UK, and then 30.00 for my two pieces of luggage, and then 15.00 for every kilo over 15 kgs. I was 13 kgs over! So when all was said and done, I paid 275.00 in fees for a ticket that cost me 238.00 online. BUDGET CARRIER MY ASS!!!! Next time, I'll gladly swim across the sea, at least the water would have been more warm and receptive than the entire staff was.
It's a damn shame that there just seems to be no way to keep the airlines accountable for the way they treat their travelers. Do any of you ever get the feeling that your sometimes being herded like cattle to a slaughterhouse?
Karen Jul 26th 2009 5:17PM
It is just not fun to travel by plane any more. I recently flew to Las Vegas from SC on United, and while everyone was nice and friendly, it just wasn't a pleasant experience. If you want to do a carryon, you have to put your whole life's into a quart sized bag! You can carry on cigarette lighters but not a whole tube of tooth paste! It is just ridiculous! Then there is nothing to eat on board, and the planes are starting to show their wear. No pillows, and the movie on the way back was a kiddie movie...Alien VS. Monster or something stupid like that. The seats are way too cramped for modern sized people, and in Chicago, we had to walk about a mile to another terminal with NO moving sidewalks or trams. The airport seats are uncomfortable, and the food is too expensive, but you can't bring your own water bottle (unopened) into the terminal, so you're forced to buy their food or starve in your seat and smell your neighbor eating Burger King sitting beside you.
The bathrooms in planes are not made for normal people. I'm 5'10", and I have trouble turning around, and my head almost hits the ceiling in the plane itself.
If there were any alternative to using air travel, I'd recommend you do it, and maybe if we all stop flying, they will improve their services.
Oh, and if you want to check a bag, expect to pay, and then expect them to LOSE it! Either way, you're screwed!
I understand about people not being able to check in online. I couldn't figure out how to do it, and I didn't have several hours of time the night before my trip to read every line of fine print. The websites are confusing, and trying to book online is a nightmare. There are so many sites with so many choices, and the bottom line is that Priceline, Expedia, and all the others all have the same prices. It is a scam.
And we booked at the Flamingo in Vegas asking for a non-smoking room with two beds. I confirmed 24 hours in advance and called the day of check in. Well, when we got there, they didn't have they type of room we needed...but we could UPGRADE for 30 + dollars a day!!!!!!!! The fine print said they didn't quarantee the type of room you thought you bought, even if you confirmed it!!!!!!!!! Talk about a SCAM! The FLAMINGO is a nasty old hotel, and I would NOT ever stay there again. They are crooks. The carpet was filthy in the halls and in our room, and they would not make it right.
Hadara Jul 26th 2009 8:09PM
I just checked out Ryanair's website and the on-line check-in requirement is not immediately obvious. There is a prompt that you have to click on to get to the information. The bottom line is, for the stripped down price, you are going to have to expect stripped down, shabby service. Buyer beware.
JG Jul 26th 2009 5:48PM
Weezie Jefferson airport? The Noodlekrootzer family? From the land of wooden shoes, tulips and gouda cheese. Another lame-a** attempt by AOL to enlarge some totally insignificant non-story into one that sounds very, very urgent. The odds are only one in every 3 gazillion readers will EVER fly the dreaded Ryanair. And what's with the name? I wanna fly on a plane with a solid-sounding name painted on the tail, not "Nick & Tony's Airline". "Ryanair"...named for some goober's grandson. Or the inventor of synthetic goat semen. Of course, it's probably better than "Air Out My Connie Lingus".
ex-travel agent Jul 26th 2009 5:52PM
I read all of the complaints above. It is true that in this age of technology, the airlines have cut their service and perks to try to make a profit- or just to break even sometimes.
Before the internet came along, Customer Service was a necessity for the airlines. Clients purchased their tickets either from the airline directly or from a travel agent. Airlines paid commission to agency's for their sales, usually a flat percentage across the board. Once airline tickets were available on the internet, customers felt that they could book travel themselves, even though they never paid agents originally, the airlines took care of that. Airlines have since done away with ALL payments to travel agents. Now agencies charge a service fee directly to you for their services, or go out of business.
So, to save a few bucks, John Q. Public purchases his airline tickets online. But what happens when there is a problem durring the trip, you have to cancel, or if you need those airline rules explained to you in more detail?? Who do you call to stand up for your rights?
There are reasons to use travel agents. ESPECIALLY if you are not a 'seasoned' traveler who knows their way around the industry. If one of my clients misseda flight, or became sick and needed to make a change, I was able to help out on thier behalf. While not every problem was resolved exactly as the client wished, usually things worked out.
Back in the day, airlines used to have representatives to cover your territory. If you had a good relationship with them, you were able to get help in an emergency. No need to have customer service now when everyone just hits a button and makes a purchase.
Sometimes its worth paying for someone to help out. Hopefully everyones trips go smoothly, but just n case- wouldn't it be nice to have someone on 'your' side?
Travel agencies are a dying business now. Airlines have found they no longer need to pay them and it works out to their advantage. No middleman to stick their nose in, so they can do what ever they want and the inexperienced travelers suffer.
While there are good and bad in every profession, a GOOD agent is worth their weight in gold!
Sorry for rambling on like this, but....
Kassie Jul 26th 2009 5:54PM
I recently flew on Allegiant, from Orlando/Sanford to Knoxville and I know that if you are not checked in 45 minutes from boarding, they will not let you board...I was lucky to get there just before the cut off...It clearly states this on the site.
darbar Jul 26th 2009 6:29PM
Isn't Ryanair the company that's installing pay toilets on their planes? At first, everyone thought it was a joke, but now that's it's going to happen, they will be the first to charge for potty breaks. If men were smart, they'd pee in the vomit bag and had it to the flight attendant. That would stop the pay potties.
Air travel sucks everywhere. Perhaps they'll start charging for workers who are polite. If you don't pay, you get the rude ones. Airlines are trying harder to make flying the most unpleasant experience. If you want great air travel, go Singapore, JAL, Cathay Pacific and any other Asian airline. They haven't forgotten the meaning of customer service.
CAROLYN Jul 26th 2009 6:32PM
MOST OF THESE CHEAP DISCOUNT TICKETS ARE RIP OFFS. WE PURCHASED ONE FOR MY HUSBAND THRU PRICELINE. WE PAID FOR THE INSURANCE . HE HAD TO CHANGE FLIGHTS BECAUSE THE DOCTOR CHANGED HIS APPOINTMENT. I CALLED PRICELINE THEY PUSHED ME OFF TO DELTA AIRLINES , THEY REFERED ME TO AIG. GUESS WHAT . YOU HAVE TO BUY ANOTHER TICKET ,SEND THEM THE BILL, COPY FROM THE DOCTOR AND THEY DECIDE. WHICH MEANS SCREW YOU. MORAL WE PAID SIXTEEN BUCKS TO A PIMP.
NailbiterHank Jul 26th 2009 7:22PM
First off, there's no excuse for any carrier to require anyone to use the Internet for any part of the process, it's just a way to rob customers.
Over the years I've taken greyhound and other bus lines as well as a couple of train trips. They all beat the hell out of flying.
LennyNY Jul 26th 2009 7:39PM
Not a rant at all -- you made some really good points. A travel agent has saved my ass a coupleof times -- even when the screwups were due to *my* error. As far as I'm concerned, she earned every penny.
gserlin Jul 26th 2009 8:09PM
I fly Jet Blue all the time. I love their service and aircraft. I guess if you fly often enough, you will eventually have a bad experience. So far, I have not had one on Jet Blue. My next scheduled flight is in Sept., 2009. I hope for and expect another good experience.
dare Jul 26th 2009 8:09PM
all fees should be quoted and required to be paid upfront, with the exception of luggage fees. This way passengers won't be caught short at the time of flight. Even before a bad economy, who could drop and extra 200 dollars for anything.