Ryanair has faced severe accusations of negligence after dozens of British passengers, including vulnerable individuals, were left to sleep overnight on the floor of a Polish airport just weeks before Christmas. The incident occurred at John Paul II International Airport in Krakow when flight FR451 to Newcastle-upon-Tyne was cancelled on 27 November due to heavy fog.
Passengers Abandoned in Freezing Conditions
Initially, travellers were instructed to remain in the terminal while emergency accommodation was supposedly being arranged. However, according to multiple passenger accounts, Ryanair then abruptly ceased all communication, effectively abandoning them in the terminal as outside temperatures plummeted to a chilling -3°C. Among those affected were pregnant women and pensioners, many of whom had no choice but to sleep directly on the airport's hard floor.
"They Just Ghosted Us"
Jayne Stark, a 45-year-old from Newcastle, was among the stranded passengers and described being 'ghosted' by the low-cost airline almost immediately after the 10pm flight was grounded. "They told us to sit tight, then totally disappeared," she reported to the Daily Mail. "I was travelling with my elderly parents who both have health conditions, so I couldn't possibly expect them to spend the night in an airport - especially in the depths of winter. Sadly, Ryanair didn’t care. They just ghosted us without a second thought."
Consequently, Ms Stark was compelled to book a hotel at her own expense, costing £250, plus additional travel costs. She remarked, "I'm lucky. I could afford it, but many others could not, and they were seriously let down." This situation underscores ongoing frustrations with budget airlines during weather-related disruptions across Eastern Europe.
Regulatory Obligations Ignored
While fog is classified as an 'extraordinary circumstance' under EU passenger rights regulations (EC 261/2004), which typically exempts airlines from compensation payments, carriers are still legally required to provide a 'right to care'. This duty includes offering meals, refreshments, hotel accommodation, and transport when an overnight stay becomes necessary.
Despite this, when Ms Stark later sought reimbursement for her expenses, she claims Ryanair failed to engage, stating, "They didn't even bother to respond, which shows their contempt for customers." She is now pursuing her case through the Small Claims Court, highlighting a broader pattern of alleged corporate indifference.
Profit Versus Passenger Welfare
Ms Stark pointedly noted, "I fully understand that flights get cancelled, but Ryanair reported a €2billion profit for 2024. This means they can afford to look after their customers - especially the most vulnerable. Quite frankly, Michael O'Leary should be ashamed." Her comments reflect growing public scrutiny over airline profitability juxtaposed with customer service failures.
Ryanair's Official Response
When approached for comment, a Ryanair spokesperson stated, "This flight from Krakow to Newcastle on 27 Nov last year, was delayed overnight due to adverse weather conditions at Krakow Airport. Passengers were notified and advised of their options to either receive a full refund, change flight free of charge, or to wait for the rescheduled flight."
The spokesperson continued, "To minimise disruption, affected passengers were advised of their options and provided with overnight accommodation and transport to/from Krakow Airport. Passengers who chose to wait for the rescheduled flight were kept up to date via email, SMS and PUSH notifications and provided with refreshment vouchers. Once weather conditions improved, this flight departed for Newcastle at 16:05pm (28 Nov) local time."
This statement directly contradicts the experiences reported by passengers like Ms Stark, suggesting a significant disconnect between corporate policy and on-the-ground reality during crisis situations.
