No-frills airline Ryanair has been slammed for refusing to waive its £55 airport check-in fee on Thursday, despite passengers being unable to do so online for free for a 12-hour period up to 5am on that day.
The carrier confirmed yesterday that its online services including its website and mobile app will be closed from 5pm on Wednesday, November 7, for 12 hours for an upgrade.
The airline encourages all passengers to check in online or on the mobile app, charging a £55 fee for those who forget and have to check-in at the airport.
No-frills airline Ryanair has been slammed for refusing to waive its £55 airport check-in fee despite the fact that it will close its website and mobile app for 12 hours later this week, where checking in is carried out for free
The fact that it won’t waive its fee following the system shutdown has been described by Rory Boland, the Which? Travel editor, as a stance that’s ‘wholly unfair’.
He said: ‘Hot on the heels of a summer of cancellations and confusing changes in baggage policy- this latest bit of bad news won’t do much for the airline’s bad reputation.
‘It’s wholly unfair that Ryanair refuses to waive its airport check-in fee for the period its free check in via the website and app is unavailable. Some passengers will almost certainly get unexpectedly stung with this £55 charge at the airport.’
Criticism over the airline’s attitude was also voiced by Hannah Maundrell, Editor in Chief of money.co.uk.
She said: ‘There are obviously occasions when websites need to have some downtime to carry out essential maintenance, and it’s good that Ryanair have given customers prior notice.
‘What isn’t acceptable is the fact passengers will face a £55 fee if they don’t check in online early and try to do so at the airport.
‘Considering the downtime is being forced upon customers, I would have expected the fee to have been waived for passengers, or at the very least reduced. £55 is extortionate – travellers who are in the middle of trips and don’t have access to their emails may miss Ryanair’s communication.’
And Ryanair customers took to Twitter to vent their anger at the airline not waiving its airport check-in fee.
Christian Hankins said: ‘Ryanair to shut online operations for upgrade (12 hours on Wednesday/Thursday) > But don’t worry, if you need to get your boarding pass during this time, Ryanair will still kindly charge you £55 to print it at the airport.’
Ryanair customers took to Twitter to vent their anger at the airline not waiving its airport check in fee after its website shutdown
Anthony J Myers added: ‘Ryanair will charge people for boarding passes even through it is shutting down its website and app for an upgrade.’
Tony Swanson wrote: ‘So, get this right. @Ryanair will be doing an upgrade to its systems which means that customers will not be able to check-in online as required, however they will still be charging customers £55 if they don’t check in prior to the T&C’s and are forced to do so at the airport wow.’
And Katie Conlon tweeted: ‘Ryanair not allowing customers to check in online for 12 hours because of system updates is fair enough. But to then charge them €55 to check in at airport when the customers have no choice in the matter?’
However, a spokesman for Ryanair told MailOnline Travel: ‘Our existing boarding card reissue fee will apply, which is why we’re giving customers travelling on Wednesday and Thursday sufficient notice to check-in for their flights before the website closure.’
Announcing the temporary shut down of the website and mobile app yesterday, Ryanair’s Robin Kiely said: ‘As part of our continued digital development, a web closure and system upgrade will take place for 12 hours, from 17:00hrs (UK time) on Wednesday November 7, until 05:00hrs (UK time) on Thursday November 8, during which time our online check-in service will not be available.
Ryanair say they are giving customers sufficient notice to check in for their flights before the web closure
‘Flight bookings and changes will also be unavailable during this period. Customers travelling on Wednesday or Thursday should check-in for their flight on Tuesday 6th November.
‘We sincerely apologise for any inconvenience caused by this upgrade, which will further improve Ryanair.com, Europe’s largest travel website.’
News of the web closure follows chaos at the airline last week when it introduced its new luggage policy.
Ryanair no longer allows passengers to take a small suitcase in the hold for free, forcing them to pay a minimum of £6 for any bag that won’t fit under the seat in front.
But following widespread confusion at airports across Europe, the carrier waived some of the controversial new baggage fees.
A spokesman for the airline said: ‘While our new bag policy has come in to effect, we have briefed our gate agents to take a reasonable approach while customers get used to the new rules.’
RYANAIR’S FEES IN FULL
Extra legroom seats (row 1, 2 and 16-17) – €15.00 / £15.00
Front seats (rows 2 – 5) – €13.01 / £13.01
Standard Seats (rows 6-15 and 18-33) – €4.00 / £4.00
Boarding card re-issue fee – €20 / £20
Priority boarding from (per person/per one way flight) – from €5.00 / £5.00 (An increased charge is applicable for priority boarding on selected routes.)
Airport check-in fee – €55 / £55
Infant fee – €25 / £25 (per infant/per one way flight – must be under two years for both outbound and return flight)
Infant/child equipment (car, booster, travel cot) – €15 / £15 online and €25 / £25 at the airport
Bike – €60 / £60 online and €75 / £75 at the airport
Large sports item – €55 / £55 online and €65 / £65 at the airport
Sports equipment – €35 / £35 online and €40 / £40 at the airport
Ski equipment – €45 / £45 online and €50 / £50 at the airport
Golf clubs – €35 / £35 online and €40 / £40 at the airport
Musical instrument – €55 / £55 online and €65 / £65 at the airport
Flight change fees – from €35 – €65 online and €50 – €95 at the airport
Name change fee per passenger – €115 / £115 online and €160 / £160 at the airport
Government tax refund administration fee per passenger – €20 / £17
Booking fee at the airport – €20 / £20
Therapeutic oxygen reservation fee – €55 / £55
Missed departure fee – €100 / £100
Hold fare fee – €3.00/£3.00