At our last flight with Ryanair , our luggage was damaged. This review shows how an appeals process should not be.

Actually, my overall impression of the flight was positive in the light of the price. Crucial for this review was, among some other things the non-transparent appeals process.

The check and the flight:
Arriving at the small Memmingen Allgäu Airport, I was pleasantly surprised by the very cheap parking. The first thing we have abandoned our pram or stroller as free baggage. That sounds great, however, 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 few days. When checking in we were subjected to an extreme security check, which was even more thoroughly than by equip my trip to the USA. So I even had a small bottle of my son in front of the airport staff open and drink from, so make sure the lady was that it contains no other substances.

In the Ryanair plane went there now - I'll tell sometimes sloppy - too much like a walk in the park. The covers of the compartments over the heads of the passengers were with Vodafone advertising, "funny" slogans of the shops on board for vodka or other spirits, such as "buy two - pay one zugekleistert. The staff distributed coupons for a profit Ryanair contest (of course in order to generate addresses) and distributed the magazine Flight. Although it is written on this that it is a personal free copy of these, which should take you, collected the stewardess those scarce after an hour again. That any type of dining was available for cash only goes without saying the staff obviously 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 , safety training was also carried out first in English, and only in the wake of German was on this tape - but without visualization of the staff - again played. I like the announcements of the pilot, "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 the very skillful landing in Bremen, there was a kitschy trumpet sound on tape, with thanks to all passengers that they have flown with Ryanair. Right next to the aircraft now was our buggy. Next to it was a grind sender man who had unloaded the buggy apparently. With horror, we found that a cross bar of the stroller was broken. The man just said:

"You know, that can happen when the plane curves flies, then falls the luggage up and down!"

fail # 1, I thought I do not listen right! That would mean that the baggage was not secured or lashed! In retrospect, I tend to trust this guy to have unloaded the baggage roughly. We now had to ask where we could complain, because by itself, there was this man not in the sense to tell us where we should go with it. He said only 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 terminal, where they showed us a door through which we should obviously go. A few doors away but we waved a lady of the airport staff but in a different door.

The Damage Report:
As it turns out, the guy with the red jacket was unfortunately not the appropriate contact person. He pointed to a not far distant Ryanair switch, which is responsible for it. With luggage, son and a broken buggy under his arm, we went to the switch. The local ladies sent us but again further, and to a switch of the ARS in the adjacent terminal. Once there, annoyed, we had "only" 15 minutes (wind chill 30 minutes) to wait until the lady from the adjacent Northwest, KLM and Air France switches quickly moved the bar and our assumed (which I call personal sharing). We just described our problem, you took on our data, noted the make and model of the stroller and what he had once tasted, and what was damaged it and then gave us a small piece of paper called "Damage Report"! This we should send it by fax to Ryanair. The embarrassing was that I could call the lady no fax number. Quote:

"It can search in Google you yes!"

fail # 2! Finally, you told us we would have the damage report within a week sent to Ryanair, claims are not possible later. Answer one would get you within a maximum of 20 working days!

The online complaint form:
When I got home after the Ryanair Fax researched now, I quickly found a site especially 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 have filled in all fields of the form. By the way, this form will be available only in English. In the commentary 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 a reply by mail.

Reply from Ryanair:
A few days later we received 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 stroller by fax or email response! Since we are neither one nor the other had, we have the good clerk a screenshot of the article, including purchase price sent from that shop, in which we had purchased it. Only a few weeks later we heard from Ryanair. This time by mail. In this letter it is said now that you treat this matter due to lack of evidence just the way you treated lost luggage, so you would get per kilogram to compensation equal to about 18 €. Wow, I should have known that before, I had intense the bill for. Fail # 4! Letter attached to this was already a personal check. What in the clear for us meant Ryanair has picked out a description of the damaged stroller, which gives a light as possible and have it multiplied by 18 €. In our case, was rounded off so bad that it would pull out all the mathematics teachers sandals. Toll also that we had bought this stroller at that time, the space-saving and because he was one of the easiest. Correspondingly low was also the amount you are reimbursed.

Conclusion:
Angenervt of the whole non-transparent appeals process, we were then too stressful to put on again for one or two pounds a letter (and to be honest, I would not know whether I should now this by email, send by mail or fax). I have instead enschieden that, my experience with Ryanair down here and the buggy itself makeshift taping - may look sh *****, but sticks. Some people may Ryanair confident that such an unclear way complaints are not entirely unintentional. Finally, I must say that I will fall back but, despite this experience back to Ryanair, should agree the price. However, only on domestic flights or flights, in which I have to give up any baggage.