A Ryanair flight from Bristol to Dublin became a nightmare for passengers when it was diverted to Manchester due to severe weather during Storm Amy in October last year. The aircraft, unable to land in Dublin after two failed attempts, ended up stranded at Manchester Airport, where travellers were left sitting on the plane for a gruelling six hours without any complimentary refreshments provided.
Passengers Abandoned Without Support
Upon finally being allowed to disembark close to midnight, passengers were told that Ryanair staff would arrange taxis and hotel accommodations. However, no crew members exited the aircraft with them, and the terminal was completely deserted. One passenger, RC from Bishop’s Tawton in Devon, along with others, was forced to take a taxi to a hotel at their own expense for the night.
No Communication or Available Flights
There was no follow-up communication from Ryanair, and no alternative flights showed as available the following day. Consequently, RC had to take two buses back to Bristol, with the entire abortive trip costing approximately £900. Despite this, Ryanair initially failed to offer a refund for the ticket and refused a £240 claim for hotel and transport costs, bizarrely recording the flight as having landed in Dublin.
Surreal Customer Service Experience
Communications with Ryanair’s customer service were described as surreal. Agents first insisted that claims be submitted via an online portal, which did not list the flight as cancelled or delayed. After two weeks of back-and-forth, the airline suddenly claimed that passengers had been rebooked onto a Dublin flight that supposedly departed while they were still stuck on the diverted aircraft.
Since passengers failed to board this phantom flight, Ryanair asserted they were not entitled to any expenses. Requests for evidence of the communication about the replacement flight or the number of passengers on it were ignored, with the airline doubling down and washing its hands of the matter.
Refund Finally Issued After Intervention
Only after external questioning did Ryanair admit that the passenger had been incorrectly advised. The airline has now refunded the cost of the flight and offered to cover hotel and transport expenses. Regarding the lack of refreshments during the six-hour delay—where airlines are legally obliged to provide free refreshments if delays exceed two hours—Ryanair initially claimed disingenuously that the bar was open, later admitting it was a paying bar.
Passengers were told they could claim back costs via the online portal, a process likely to be fraught with difficulties. This incident highlights significant issues with passenger rights and airline accountability, particularly during adverse weather conditions like Storm Amy.
