Denied boarding although I have proper visa and documentation. To whom should I make a complaint?
I was traveling from Germany to Ireland, with UK tourist visa. I am a Turkish citizen and I am allowed to do so. (Visa waiver programme)
I checked in to the flight, and made my boarding pass signed from Ryanair's counter. Then during boarding, at the last check before we enter the plane, as the responsible officer was not aware of the waiver programme, she said I can't enter to Ireland with UK visa and denied me from boarding.
She also refused to show her badge number, and she told me instead. (Possible gave me a fake badge number to get rid of me.)
As my papers are good to enter to Ireland, I had to book another flight from another airline, and enter to Ireland without a problem the same day.
To make a complaint, I contacted with Airline first, and stated that the officer denied me from boarding. They replied "People at the last check are not our officers, you should make a complaint to the airport authorities."
I find it hard to believe, because the airport won't be fined for people travelling with wrong documents, airlines will. And Only Ryanair hires this type of people who denies me from boarding without consulting anyone and hide their badge number like a child.
Do you have an information about who should I contact with? Or how can I sue them?
Edit: I contacted with Ryanair, they said "Those people are Airport's staff you should make a complaint to there." I am not buying it and I don't want to lose time trying to figure out who is responsible, as it is limited.
23 Apr '19: Ryanair Replied my last correspondence with legal documentation, and denied again. I will either continue with EU Complaint Form just in case, then sue them. Ryanair gives me pain each time for this case, and most likely many others suffers from it, so I will let you know about the progress.
11 June '19: I found several websites which contacts with the airline companies about your dispute, and Ryanair answered to my complaint on resolver.co.uk. They will reimburse €250 Euro according to EU rights.
So if I accept, the story can end there, although on the previous case they reimbursed my ticket too.
And is there anything can be done against the rude officer? I am sure she will be playing other people's lives if she got away with this.
Best Answer
Did you buy your flight ticket with a credit card relatively recently? Check your credit card terms and conditions and benefit programs. You may be able to file a claim through the credit card company for the original (probably less expensive) ticket which should at least get somebody's attention at RyanAir.
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How do I claim compensation for denied boarding?
Accepting the airline's offer will mean that you voluntarily agree not to fly on that flight. According to denied boarding rules, you can only claim compensation in cases in which you were involuntarily refused access to the flight. This is why, in most cases, we would recommend that you refuse the airline's offer.Can an airline deny boarding?
Some of the non-discriminatory reasons airlines can deny a passenger boarding on a plane include: Being intoxicated or under the influence of illegal drugs. Attempting to interfere with the duties of a flight crew member. Disrupting flight operations or engaging in unruly behavior.What is denied boarding regulation?
This regulation establishes passengers' rights if: they are denied boarding against their will; their flight is delayed; their flight is cancelled.What does denial of boarding mean?
Denied boarding occurs when a passenger has a valid ticket for a flight, but is not allowed to occupy a seat on board the aircraft because the number of passengers who have checked in and are at the gate on time is greater than the number of available seats that can be occupied.TOP 7 Reasons Why VISA APPLICATIONS are DENIED (Filipino w/ English Subs)
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Answer 2
Regarding your desire to sue, the Ryanair terms and conditions of carriage state
2.4.2 – You are entitled to bring a claim against us in your local court, except that Irish courts shall have exclusive jurisdiction in relation to claims under EU Regulation 261/2004 where you have not complied with Articles 15.2.1 to 15.2.7 of these Terms & Conditions of Carriage and in relation to non-consumer (i.e., business to business) claims.
so the most practical legal resolution probably involves the civil courts in your country of residence (Germany?). Since Ryanair were the people you had a contract with, then they are the best point of contact for you, even if the gate checks are subcontracted. Note that this may end up costing more in time and money than you win.
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