Chief marketing officer, Kenny Jacobs, posted on LinkedIn about being stuck on a runway in Dublin “because of air traffic control shortages”, in a comment that was screen-grabbed and tweeted by his company’s official account.
Rather than eliciting agreement and calls for more action from the EU, angry Ryanair customers instead regaled Jacobs with their tales of woe at the hands of the company for which he works.
Delayed over an hour on the outgoing Stanstead to Kraków flight with no updates and then left clueless and delayed for over 3 hours on the return fro Kraków yesterday! Horrific experience with Ryanair and will never use again, complete con of an airline!!— Harriet (@hattie_x) June 12, 2018
Nice one @Ryanair. You retweet your CMO’s “caring” tweet about delays to holiday goers but left the tweets about being stuck at Gatwick for 11 hrs yesterday unanswered and did not have a representative available for customers #badservice#whatcustomercare— Aoife Crowley (@aoifehcrowley) June 12, 2018
Poor Kenny Jacobs being delayed!! We were delayed 3 hours on our outbound flight 5 hours on our return flight! No food or drink given! Even though @Ryanair tweeted their own terms stating food and drink after 2 hours!!!— Tracey Winterton (@traceywinterton) June 12, 2018
The Ryanair Twitter account was forced to switch to damage-limitation mode, apologising and posting links to the forms needed to make compensation claims.
That didn’t quite go to plan either.
Thank you so much for sharing your passenger rights with me!!! As I am sure you are aware it states food and drink after 2 hours! None given!!!! Please tell me why after this sort of delay you then charge for food and drink in your flight?? Surely this should be given free!— Tracey Winterton (@traceywinterton) June 12, 2018
Hi Carol, we're very sorry for the inconvenience and your recent experience, our flights have been affected by ATC strikes and their staff shortages, could you please DM us your booking reference? JC— Ryanair (@Ryanair) June 12, 2018
That's not what your pilot said, so which version is true? It was more than an inconvenience, and neither your story nor his justifies your inexcusable failure to provide the most basic level of updates to your passengers. DM on the way.— Carol Butler (@camot42) June 12, 2018
One Ryanair customer recently took even more drastic action after experiencing delays - he got off the grounded plane via the emergency exit.
The incident occurred on New Year’s Day at Malaga airport, and saw the man throw open the emergency exit and clamber onto the wing of the plane, ensuring to bring along his hand luggage too.
Fernando del Valle Villalobos, who filmed the incident, wrote on Facebook: “After leaving London an hour late, arrive in Malaga and being left 30 more minutes on the plane (without any explanation from Ryanair)… this gentleman decided that the wasn’t going to wait any more, activated the emergency door and ready… he got out from the wing… surreal.”