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Ryanairboarding refused due to broken arm

My wife and I have just been refused boarding East Midlands to Nantes FR1634 as she has one arm in plaster. Apparently she needs a doctor's note before she can fly. No one at the check-in or customer service desk could tell us why, including a supervisor who was all of 12. They said it was a rule as it is 'on our web site' and was for 'Health and safety'. They said that we could not have a refund and would have to pay to book onto a two-day later flight.

The irony is that my wife actually broke her other arm a couple of years ago while we were away and we travelled back Ryanair from Tampere to Stansted in exactly the same conditions with no problem.

I have now looked at their site. It is not mentioned in the terms and conditions, but is in a 'tips' section. I am now down the cost of flights, parking and two all-inclusive tickets in Nantes, plus I'm having to fork out for the replacement flight.

We spoke to another airline who said providing the cast has been on for 48 hours no problem. We have booked with them to Paris instead. They also said (but this is of course heresay) that Ryanair staff are incentivised to bump people off flights in order to make them pay for a later flight.

I travel a lot for business and have been a staunch supporter of Ryanair and the low-cost airlines. I think they have done a great job breaking the mould, but I now think that this particular company have gone too far. They are now aggressive in their relationship with their customers and I don't like that - not when I'm paying. I am never ever going to buy anything from Ryanair.


  • Sy
    Sylvie - South East Area Nov 27, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I am in a similar position, my husband booked Ryanair flights from Luton to Cork on 17/10/2018 for us to go stay with good friends for Christmas in Drimoleague for period 21-27/10/2018, for 2 passengers the flights have cost us £489.62.

    I have a problem with my shoulder, MRI on 22/10/2018 diagnosed a large tear to the Supraspinatus Tendon. On 23/10/2018 had appointment with surgeon to discuss MRI outcome and further requirement. This being surgery, which took place on 05/11/2018, after rehabilation being slow and careful over a 3-month period. Arm in a sling day and night for first 3 weeks, then Passive Physiotherapy, so assisted therapy, not me actually carrying out movements but therapist supporting left shoulder and arm with both hands and doing start of rehab movements for me.

    After week 3 (which I am now at) and at my appointment tomorrow possibly going on to next stage to take me to week 6 all being well if progressed enough to do so. I have been instructed via the surgeon that due to my illness I am not able to fly - moreso as I could undo all the good work he has carried out and I would be in much pain again, along with being not so easy a second time around.

    I have had some bone removed, the torn tendon has been attached to a small plastic plate with medical glue, the plate with tendon attached has been place within area where the bone has been cut out, 4 small plastic screws attach the plate to bone in rotator area, then medical cement is used to infill and seal the plate firmly in place - the next part is up to me to do what I have been instructed to carry out/do rehab wise over the next 3 months.

    Upon this taking place, I knowing the circumstances I applied for a Refund for 1 passenger only, not for both of us booked on this trip. I completed the Ryanair Refund Form under Article 10 - Refunds / Section 10.4 Serious Illness, further submitted all documentation required from surgeon along with rehab schedule - I received 'Standard' responses back via Ryanair Support Zen Desk!!! I am now on my 7th email, it would seem that Ryanair possibly does not refund under any circumstances...

    I have now written to Ryanair asking for the following information to be supplied:
    1) Please advise how many requests total Ryanair has received from Customers over the past 5 years under Article 10 - Refunds / Section 10.4?
    2) Of those total received 'Refund' requests under applicable area/section has Ryanair actually refunded monies to Customers?

    I am still awaiting a response! Ryanair has a legal obligation to keep this information for tax and claim purposes i.e. Ryanair actually making a claim themselves for reimbursement of certain funds under their insurance cover.

    I am actually disgusted at what Ryanair is allowed to get away with via Governments and all other Travel Parties that are in place to protect Customers - we have rights as Customers, but it would seem Ryanair can get away with all - they should be fined to the hilt and better still, made to comply with Customer Human Rights - my current situation is totally out of my control and I have to abide by what has been set before me, otherwise I will be back where I started.

    I currently have a lot of pain, movement is limited (this will become better with time, rehab and I doing what I have been told to do) - I am presently administering pain management of Tramadol and Paracetamol at the same time, again hopefully only for a period of time until movement becomes better.

    Now the above review has advised that Ryanair have stated this lady cannot fly because she is in a sling - well bingo, so am I and have put in a claim the opposite way and guest what, Ryanair have changed their Terms & Conditions to suit them, not to pay out - it would seem a lot needs looking at reference their trading rules and Customers Legal Rights, of which they seem to have none with Ryanair - I hope this airline goes under, especially with Michael O'Leary's latest brain waves he's been thing of: to charge for using WC's in flight, for passengers to carry their own baggage to the plane, to charge for overweight passengers - the man is greedy.

    One thing I do hope, is that Aer Lingus or BA can come up with some flight deals to compete with Ryanair, as their services are far, far better, they have respect for Customers and it's not a "Cattle Market".

    Hunt Residence - South East Area

    0 Votes
  • Ha
    Hayley McKeown Jul 27, 2009


    0 Votes

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