On our last flight with Ryanair , our luggage was damaged. This experience report shows how a complaint process should not be.

Actually, my overall impression of the flight was positively considering the price. Crucial for this experience report, was next to a couple of minor complaints process opaque.

The check-in and the flight:
Arriving at the small Allgäu Airport Memmingen, I was pleasantly surprised by the very cheap parking. First, we have abandoned our stroller or buggy as free baggage. That sounds great, but was given the fact that each additional baggage (with max. 15kg) other fees, costs only a small consolation. Therefore we decided to carry two medium sized bags as hand luggage for several days. Upon checking in we were subjected to a major security check, which was even more thoroughly equipped than from my trip to the United States. So I had even a small bottle of my son in front of the airport staff to open and drink from, so make sure the lady could see that it contains no other substances.

Ryanair plane went in there now - I'll tell sometimes sloppy - too much like a joyride. The covers of the storage space above the heads of the passengers were with Vodafone and advertising with "funny" slogans of the shops on board for vodka or other spirits, such as "buy two - pay one" fill up the cracks. The staff distributed coupons for a win-win game Ryanair (of course in order to generate addresses) and distributed the magazine Flight. Although this can be read on that it was a personal copy is free, which could take you, collected the stewardess these scarce after one hour again. That any type of catering only for cash was available, of course by itself, the staff apparently came from the island (yes, finally, Ryanair is based in Dublin), and so were - even though it was a domestic flight - most of the dialogues in english that safety training was also first performed in English, and this was only in the aftermath of German on tape - but without the illustration of the staff - replayed. Ok, the announcements of the pilots as "We have about 10 minutes late," "The weather is as bad as in Bremen in Memmingen" etc. were in German.

The landing and damaged luggage:
After a very skillful landing in Bremen, there was a cheesy trumpet sound on tape, together with thanks to all passengers that they have flown with Ryanair. Right next to the airplane now lay our buggy. Beside it was a grind sender man who obviously had unloaded the stroller. With horror, we found that a cross-brace of the stroller was broken. The man said only:

"You know, that can happen if the plane is flying curves, then drops the luggage back and forth!"

fail # 1, I thought I do not listen right! That would mean that the baggage was not secured or tied down! In retrospect, I tend to trust this guy to have unloaded the luggage rudely. We now had to ask where we could protest, because by itself, it was this man not in the sense to tell us where we should go with it. He just said that someone at the baggage carousel with a red jacket would know more. It began to rise from a flight attendant who told me in English that we should run after her. So we went to the airport building, where they showed us a door through which we should obviously go. A few doors down, however, we waved a lady of Airport staff, however, into another door.

The Damage Report:
How should it turn out, the guy with the red jacket was unfortunately not the appropriate contact person. He pointed to a not very distant Ryanair switch, which is responsible. With luggage, son of man, and a broken buggy under his arm, we went to the switch. The local ladies sent us again but continued to decline, to a switch of the ARS in the adjacent terminal. Once there, annoyed, we also had "only" 15 minutes (feels like 30 minutes) to wait until the lady from the adjacent Northwest, KLM and Air France desk quickly moved the bar and our assumed (which I call personal sharing). We described our problem her, she took on our data, noted the make and model of the buggy and what he had once tasted, which was damaged it and then gave us a small note called "Damage Report"! This we should send it by fax to Ryanair. The embarrassment was that I could call the lady no fax number. Quote:

"That yes, you can search on Google!"

Fail # 2! Finally, you told us we would have the Damage Report within a week sent to Ryanair, not later claims were possible. Then you would get answer within 20 working days!

The online complaint form:
As I researched now at home after Ryanair fax number, I quickly found a page specifically for Baggage Claims , which, however, instead of a fax number is now a link to an online form offers! fail # 3! This is to report an abandoned and lost or damaged baggage ".

Now totally confused, I've filled in all fields of the form. By the way, this form will be offered only in English. In the comment box I have - of course in English - should be noted that we already have a Damage Report. Also funny: The form you have to specify an email address. Later, it means you get an answer by mail.

Ryanair's response:
A few days later, we get a first answer by email. In this it was said, we should still exist if the original invoice or a copy of a credit card bill which has to send the purchase price of the buggy by fax or email response! Since we are neither the one nor the other had, we have the good clerk a screenshot of the article including the purchase price sent from that shop, where we had purchased them. Only a few weeks later we heard from Ryanair. This time by mail. In this letter it means now that you treat this matter due to lack of evidence just the way you dealt with lost luggage, so you would get compensation in the amount per kilogram of around 18 €. Great, I would have known that before, I would have searched intensively for the bill. Fail # 4! Was attached to this letter also been a cashier's check. What in plain text meant for us: Ryanair has picked out an item description of the damaged stroller, which indicates the lowest possible weight and have it multiplied with the 18 €. In our case, was so badly rounded, that it was going to take any math teacher's sandals. Also great that we had then bought this stroller because the he was one of the most space-saving and easily. Accordingly, low was the amount you are reimbursed.

Conclusion:
In Nervt of the entire complaint process opaque, then it was too stressful for us to sit up again because of one or two kilograms a letter (and frankly, I would not know whether I should now this by email, send by mail or fax). I enschieden instead to write down my experience with Ryanair, and here the buggy to even makeshift taping - certainly looks beautiful *****, but holds. Some people might trust Ryanair that such a vague way complaints are not entirely unintentional. Finally, I must say that I will, however, despite this experience to fall back again on Ryanair, should agree the price. But only for domestic flights and for flights in which I must give up any baggage.