A Portuguese passenger reported on Portal da Queixa that she was almost prevented from boarding a Ryanair flight departing from Budapest, after a succession of problems with paying a fee and verifying her identity. The episode that took place at the end of September ended up causing him physical discomfort, due to a chronic illness aggravated by stress.
According to the published testimony, “although my backpack fit in the size check room, I paid 60 euros which I was asked to pay by credit card, which I had not taken”. The passenger also explained that, given the rigidity of the employees, “another passenger, uncomfortable with the aggressive way in which I was treated, offered to make payment with her card”.
From fee to passport: a check that almost prevented the passenger from boarding
After the fee was regularized, the employees asked him for an identification document. “I gave my citizenship card, requiring the passport that I had taken, despite not being necessary,” he said on Portal da Queixa. The passenger also stated that “the employee threatened to be detained without boarding because he had to confirm my identity, which was proving difficult as I had many names (I have five), which is a ridiculous justification”.
According to the same report, the episode had physical consequences. “I have a chronic disease (lupus) that doesn’t react very well to high levels of stress, which made me feel ill. I was mistreated and disrespected”, he concluded. At this time, the case awaits a resolution.
What Ryanair’s rules say
According to Ryanair, payment procedures are defined in article 18 of its general conditions. The carrier explains that “in the interests of public health and hygiene, due to the risks associated with handling cash highlighted by the Covid-19 crisis, we only accept payments by credit and debit card”.
According to the Irish airline’s regulations, this policy is also due to “the high administrative and security costs” associated with cash payments.
A problem between norm and practice
The company adds that “some airports may have local conditions to accept cash” and recommends that passengers contact the airport infrastructure in advance to confirm which payment methods are available. In this case, it was not clear whether Budapest Airport had such an alternative, nor whether the situation resulted from excessive application of the rules by the employee.
The incident exposed the difficulties that can arise when airlines’ internal policies collide with unforeseen circumstances. The Portuguese passenger’s report does not add to other cases of tension reported by users of the same platform, often associated with the rigidity of the carrier’s rules and the lack of flexibility in service.
Between rigor and passenger discomfort
Similar situations have been generating debate among consumers, especially around restrictions imposed by payment methods and identity verification. The lack of alternatives at certain airports and the pressure placed on passengers contribute to episodes of stress and public complaints.
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