Flight experts out there

[Welshie35]

Good morning

We have just returned from a Ryanair flight to Lanzarote. The issue was that we were asked to move seats by the cabin crew. We were in seats 2 A,B and C and our daughter requires special assistance as she has CP, Autism and Epilepsy. We would have preferred the extra legroom seats in 2 DEF but the Ryanair website wouldn't allow us to book this as an a passenger with reduced mobility cannot sit in these seats.

After we had boarded the flight and settled and just 10 minutes before take off the cabin crew said we couldn't sit in the seats we had pre booked and asked us to move. This caused an issue as I had to carry our daughter as special assistance had left. When I asked for help the crew suggested that if they called special assistance back then we would delay the flight for everyone. This left us in an awful position as some of the other passenger's overheard this and were grumbling.

They then asked us to move to seats 2 DEF which we were not able to prebook. This was only for take off and landing so this caused us loads of problems.

I contacted Ryanair as to why this had happened when we landed and they said it shouldn't have and they cant see any reason why we were moved. To add to this we were not moved on our inbound journey.

On returning to the UK I registered a complaint to which they returned the seat booking fee. I said I was not happy with this and wanted to escalate the complaint. Ryanair said I couldn't and closed the complaint.

The question I have is there any other avenue I can complain to? I am not on any social media so it cant be done through there.

Thanks for reading and any help we may receive.

[katiec68]

What are you looking for Ryanair to do?

They have already refunded your seats? Surely that is an acknowledgement of the issues caused?

Not saying you shouldn't ask for something else... but what?

[Bootrip2]

I think they want detailed reason as to the need for disruption to their daughter.

[CABLECAR1974]

Originally Posted by katiec68

What are you looking for Ryanair to do?

They have already refunded your seats? Surely that is an acknowledgement of the issues caused?

Not saying you shouldn't ask for something else... but what?

See more...

I would think at least a sincere apology and some assurance that the staff involved had been spoken to/retrained (in that OP said Ryanair confirmed they shouldn't have been moved).

[Welshie35]

Thank you for your replies.

I am not after compensation or any sort of refund. I just want to know why we were moved. This was embarrassing for my daughter having to be carried over from seat to seat (DDis 19).

An explanation as to why we were treated like this and how one set of cabin crew can get something so wrong.

[Claudette]

Originally Posted by Welshie35

Thank you for your replies.

I am not after compensation or any sort of refund. I just want to know why we were moved. This was embarrassing for my daughter having to be carried over from seat to seat (DDis 19).

An explanation as to why we were treated like this and how one set of cabin crew can get something so wrong.

See more...

There isn’t an explanation though is there, you were told it shouldn’t have happened. I do always think that before spending any more of your own head space on these thing, you need yo think about what is your objective and is it realistic.

As an aside, if I had been told that they would have to call special assistance back in order to move my relative, I would have told them to go ahead and do that. The other passengers I am sure were grumbling at the airline not you.

[Cantcook]

To close a chapter for you, the most plausible reason would be weight distribution for take off and landing.

[spenners]

Originally Posted by Claudette

There isn’t an explanation though is there, you were told it shouldn’t have happened. I do always think that before spending any more of your own head space on these thing, you need yo think about what is your objective and is it realistic.

As an aside, if I had been told that they would have to call special assistance back in order to move my relative, I would have told them to go ahead and do that. The other passengers I am sure were grumbling at the airline not you.

See more...

I agree with the last part of your post but not your first. As parents of disabled adults/children these things do mess with your headspace and it cannot just be switched off. For me this would be what if this happens again, do cabin crew require additional training etc.. I have seen a few posts lately telling autistic people to "let it go" when something has happened to them, easier said than done. Unless you are in the position we, parents of disabled children, are in it is difficult for the general public to understand. Perhaps the OP would have been better posting on the special needs boards rather than a general chat one.

[ERICSMUM]

Originally Posted by Welshie35

Thank you for your replies.

I am not after compensation or any sort of refund. I just want to know why we were moved. This was embarrassing for my daughter having to be carried over from seat to seat (DDis 19).

An explanation as to why we were treated like this and how one set of cabin crew can get something so wrong.

See more...

Too right, this is exactly what I would want. Good luck and let us know how you get on.

[jim jehosofat]

Here's an article that explains why you might be asked to move seats for take off and landing.

https://simpleflying.com/aircraft-weight-and-balance/