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Donna Gee - Spain's Grumpy Old Gran


Flying to Spain: The best service - and the worst
22 August 2014 @ 03:39



IT'S common knowledge that I'm no fan of Ryanair – and I doubt there's anything the Irish fly-boys can do to change my feelings.
Even their outspoken boss Michael O'Leary admits his company has ‘p***ed off’ too many passengers, which suggests he has finally realised that customer relations is a vital part of a company’s image and consequently its success.
Perhaps he should look at a rival airline like Monarch, who treated me so royally earlier this summer that I felt like a queen.
Ryanair’s business ethic is based on price – which is clearly what matters most to the vast majority of travellers.
They´ll queue all day rather than fork out that extra tenner for priority boarding and a reserved seat.
On my few trips with the O'Leary line, I thought I’d get the best of both worlds by paying for priority treatment. And all went well until I fell foul of their devious handbag scam.
My heinous crime cost me a €50 fine. It also lost O'Leary a potential regular customer...for life.
I believe Ryanair  have now relaxed the ludicrous ‘one item only’ rule, which forced women to jam their handbags into their hand luggage.
It operated purely between the departure gate and boarding the plane, at which point the cabin would be hit by gangway gridlock and the mass reappearance of handbags.
O’Leary’s change of heart is no consolation to me.
The way I was singled out and humiliated ranks among the most embarrassing experiences of my life.
Indeed, the abrupt hostility of the boarding steward who fined me is something I will never forget.
I was so traumatised that the easy option, creating space for my handbag by-dumping the Jeremy Clarkson hardback I’d bought in a charity shop for £3, didn’t even cross my mind.
So I reluctantly forked out €50 - and forked off into the welcoming arms of their rivals.
That is evidence enough  that low fares alone do not create happy customers.  A blend of good value and   good service is much more effective.
As a Ryanair passenger, I felt like a pauper. Now I travel by royal ascent with Monarch and feel like a princess.
I pay a little more for my seat, but the fear of falling foul of petty rules has gone. The cabin crew last time I flew were a perfect example of what customer relations are all about - and why Monarch are my No.1 for flights to and from the UK.
Cabin chief Vicky Toll and her colleagues were so happy and helpful that I did something I have never done before. I wrote and told their bosses.
The special treatment began early in the flight as the pre-booked hot meals were being distributed. I was hungry and ushered Vicky over as she passed my aisle seat halfway down the cabin.
“I presume it's too late to book a meal now,’’' I said to her.
“I'm afraid so, madam,’’ smiled Vicky. '”But I can get you a hot baguette if that helps’’.
Within a couple of minutes I was tucking into a tasty toastie.
The ‘can't do enough to help’ attitude persisted throughout the flight, with Vicky’s infectious enthusiasm rubbing off on her colleagues Jacqueline, Lyndsey, Nadia and Paul.
Now I'm not saying Ryanair's service is bad. But I suspect the O'Leary book of cabin-crew commands places customer satisfaction some way behind flogging scratchcards and that irritating jingle informing us we've landed on time.
What the jingle doesn’t say is that the schedule invariably allows at least half an hour more than the flight actually takes.
Ryanair ostracised me for life by hitting me with that €50 fine for an ‘offence’ which has since been removed from their rulebook.
Until last year, women travelling with Ryanair were not permitted to carry a handbag as well as hand luggage from the boarding gate to the plane.
With only one piece of hand luggage allowed, I jammed my handbag into my main case, making it marginally too wide to fit in their entrapment rack. Cue bad-mannered Ryanair agent to relieve me instantly of cash.
Ryanair supporters argue: ''It serves you right if you didn't abide by the their rules.''
My response is that the prime reason for that handbag rule was to raise money to subsidise low fares. Every woman needs a handbag. And what better than to make her squeeze it in with everything else at the best place for an easy-money scam – namely, the departure gate?
Unfortunately, Ryanair saw sense €50 too late to prevent  this old bag and her luggage winging off to a rival.
And I feel fine about it.

Like 6


casperruby said:
22 August 2014 @ 09:17

When you purchase a ticket you put a tic in the terms and conditions box which means you have read there contents which at the time stated one piece of cabin baggage only.
What gives females the devine right to carry handbags and even when they do they are generally stuffed full of rubbish! I fly very frequently and have looked at monach but im not paying double for the privilege of smiley service.

hugh_man said:
22 August 2014 @ 21:37

Where is your appraisal of EasyJet or even Vueling or Iberia?
Not a fair comparison, discussing only 2 competitors.
Also Monarch do not fly to as many destinations as Ryanair or others, should this be a consideration?

Fartharder said:
22 August 2014 @ 23:24

Having petty rules is one thing, falling foul of petty rules is just stupid. I've flown with Ryanair many times and I've never had a problem, but that's because I make sure I've read and complied with all their terms and conditions, and it's not like there's a million of them to read through. It's basic stuff that adults shouldn't be getting wrong.
Every time I go to the airport check-in desk, there are people on their knees emptying half their suitcases into their hand luggage because they were several kilos over. Others are stamping on their hold baggage to make it fit into the entrapment rack. It will will fit!!!!
Don't get me wrong, I'm not suggesting for a minute that I like Ryanair, but by doing things right when I travel with them, I have no reason to hate them either. Their staff are always friendly and polite, their flights are almost always on time because, as you say, they put an extra half hour on the flight times in order to achieve this, but is this really something that annoys you?

Donna773 said:
23 August 2014 @ 03:28

This article was meant to highlight the best and the worst in air travel from my personal experience. I wish I could have widened the piece to include all the airlines operating between the UK and the Costas but I don't feel strongly enough about other operators. And what gives Casperruby the divine right to write sexist rubbish about handbags?

kernaghan said:
23 August 2014 @ 04:42

I don't mind Ryan Air though I don't like how they insist on charging in your home currency and make an extra $15 on the ticket, I have travelled all the budget carriers and find Vueling the best, they don't cancel flights as often as Easyjet

HAWKINGS111 said:
23 August 2014 @ 08:30

Sorry Donna but i do agree basically with the comments above. Generally speaking the flight time from the UK to the Costa's is about two and a half hours. After ticking the rules and abiding by them, most people are then only interested in the bottom line, the nett price. Sometimes one can beat Ryanairs price, but i must say, not very often. I can live with the fact they they may not smile at me for a miserly two and a half hours, but in actual fact they DO.

GerMac said:
23 August 2014 @ 08:32

I also share a dislike for all things Ryanair. My only difference is that I'm not so hard over with them that I wouldn't ever fly with the O'Leary looters. They are certainly cheaper but it depends on what price anyone puts on their comfort and enjoyment?

I am a frequent flyer to the Costa Del Sol and I prefer Jet2. Why is that? Their check in desks are fast and efficient. When it's busy extra staff are on. This is unlike Ryanair or Easy Jet, where I have seen chaos at Malaga with huge queues of concerned passengers as their boarding time gets closer and closer only to open up a check in for specific destinations at the last minute. Then watch further chaos as people jostle and push their way forward.

Jet2 board by seat number. So, the boarding is quicker and less chaotic. The flights leave on time. In the air the staff do their job well, pleasant and efficient.

There is more leg room than other airlines too.

As for price, it's a gamble. Off season or out with school holidays there are plenty of bargains.

As with all the low cost airlines, they take advantage of families with school kids. Now that's a practice worth complaining about.

The good thing in all of this is....choice. It's having such choices in the low cost airlines that maintains competition and keeps the costs down.

The one piece of hand luggage applies to other low cost airlines and I believe they should follow O'Leary's climb down and allow a medium sized hand bag on board. My wife needs her hand bag to carry all her essentials for the flight; make up, hairbrush, sandwiches, sweets, books, phone, bicycle pump, parachute and spare child.

On the whole I agree with Donna.

casperruby said:
23 August 2014 @ 08:33

What gives donna the devine right to think she is above the rules to carry one, but of course if a man dares to say anything about female attire he is always branded sexist, stop playing the hurt female card you were wrong got caught and so suffer the punishment.

lee halliday said:
23 August 2014 @ 08:45

I use Ryanairs business model vs South West Airlines at work to highlight the difference in customer / colleague strategies.

SW prioritise colleague engagement, recruiting the right people, who prioritise customer experience from the top down. They choose employes who will focus on consistently delivering a high level customer service resulting in a customer and colleague emotional attachment, which leads to great advocacy. Voted top American airline for many years and there also proven to be the most efficient airline.

Ryanair has openly admitted in the TV programs that their model is about cost and efficiency, something which ticks a lot of boxes for many but the way they treat the employees in my opinion is quite disturbing and will ultimately have a knock on effect as to how they deliver their processes (or terms and conditions) when they come into contact with their customers.

Of course, everyone has a choice and I would say if you choose to click on the t&c button, then of course you accept their rules. What your not accepting is poor customer service which you obviously feel you received and perception is reality.

What I would say is that it's this type of policy change that quite clearly leads to a poor customer experience and its quite clear what was going through the decision makers heads when they made this change. It would of been obvious that it would lead to conflict which as a business you try and avoid at all costs.

Hand bags have been a ladies accessory for many years and in the grand scheme of things, is it such an issue? I have benefited from what women have in their hand bag many times at the last minute, tissues, mints, hand hygiene and having one is no doubt a benefit when traveling with children. As I bloke I stick to what fits in my pocket and that's it.

For the many that choose Ryanair, to be fair a lot are happy to receive a service which gets you up and down for the cheapest price and accept that the customer is probably is not in their latest business strategy.

Personally for me, I prefer dealing with companies that look after the customer and employees and make a conscious decision to create strategies that lean towards the above rather than just cost and efficiency.

It's not for everyone though.

These days I look at experience reviews before I buy anything.

STEVEE said:
23 August 2014 @ 08:57

I have never used Ryan Air but have just recently flown with Monarch and booked my car hire through Monarch on their web site and had a terrible experience as my flight was cancelled and I was not informed until I arrived at the airport. I was offered a flight to Manchester instead of East Midlands as planned. I was told that I could not use the land line to cancel my car hire at East Midlands as stated in the info letter given to me at the checking desk and told to use my mobile which I was not able to do on the 0875 number, I enquired if Monarch were to provide transfers only to be told no and get a taxi but save all receipts as I would be reimbursed this I did. As the arrival time at East Midlands would be after 1am by taxi the car hire would be closed so I would not be able to get the car hired so went to my destination and hired a car locally the next day. The car hire at East Midlands was cancelled and informed me that I would not be refunded as I did not cancel or collect on time . As my new hire was over an hour from East mids I had to have a taxi on my return to replace my hire car journey as planned . On my return back in Spain a week later I went through the process of claiming back my car hire and taxis that I had to pay for only to be told by Monarch that the will not pay for my lost car hire and only one taxi from Manchester, leaving me 300€ + out of pocket all due to a denied phone call.

Peggysboy said:
23 August 2014 @ 09:40

I use both Ryanair (when flying into Valencia) and Monarch when flying into Alicante and have never had a problem with either. Ryanair is absolutely fine if you accept that you are flying on a budget airline with the limitations involved. I agree with previous comments that falling foul of published rules is down to the stupidity of people not familiarizing themselves with what and what is not acceptable and to suggest that ALL women should be allowed to take an extra bag is complete nonsense and totally sexist. It is your loss by denying yourself another flying option because of a mistake you made Ryanair flights are usually full so I don't think they are missing your €150 particularly.

catalanbrian said:
23 August 2014 @ 10:05

I just wonder why it is that women expect superior treatment to that of men by being allowed to carry on an extra bag.

bilbo.s said:
23 August 2014 @ 10:46

I cannot speak of Monarch,as they do not fly to any Scottish airport.

bapcav said:
23 August 2014 @ 11:09

Ryanair - on time, good value. No complaints. Just obey their rules.

Bored to death with carping criticism from people who can´t be bothered to read their terms & conditions.

jsevanbergen said:
23 August 2014 @ 11:28

A lot of comments about this Donna.
It seems the world is split into two camps.
Personally I'm with you.
I'd far rather have a nice experience, with reasonable people than feel as if I'm an inconvenience.
After all it's all part of my 'me' time and I like to feel that I can relax. I don't think it's unreasonable to need your handbag, we don't have pockets, so that's where we keep everything we need for the journey.

I use Easyjet, who are fine, except that they have this silly rule and now that they have made their carry on bag allowance smaller are beginning to get unreasonable too.

ziggyblue said:
23 August 2014 @ 12:30

I avoid Ryanair whenever possible and haven't flown with them for quite sometime because of their rules. I abide completely by terms and conditions but found the stress of being treated like a criminal just wasn't worth it. As for the stupidity of the comments about handbags for goodness sake!

norm2002 said:
23 August 2014 @ 12:52

The easiest way to carry out more than anyone could need on the flight is to wear one of those jackets/vests with multiple pockets, such as are available from Scott-e-vest or from AyeGear (and others). I have an AyeGear vest and on my last weekend trip back to London, it allowed me to carry a hardback book, my Nexus tablet, passport, wallet, pens and numerous other items on my body. Really you can take about as much as the weight you can manage to wear. Even O'Leary has acknowledged there is nothing he can do about these vests. They may not look great but why should I care what I look like at the airport. It's also easier at security as you just take off the jacket and put it in the tray for xray. Another benefit is that if you don't put it in the overhead rack, you have easy access to the things you want on the flight without having to scramble to get your bag down after the seatbelt sign has gone off.

robertt8696 said:
23 August 2014 @ 15:09

I do not feel a need to mention either way, all airlines provide a service, but Donnas last remark somewhat underlines her whingeing,"And I feel fine about it." Obviously she doesnt, or she wouldnt be venting her anger here

sooz said:
23 August 2014 @ 15:32

Oh boy! We have had many conversations on here regarding Rudeair. Donna I agree wholeheartedly with you. I use Monarch and find them far superior with lovely manners and a general air of professionalism that Ryanair cannot come close to. O Leary is far too arrogant, which is why he has had his bad attitude for so long. I have skimmed over the other comments and Neanderthals never fail to let me down ie "What gives donna the devine right to think she is above the rules to carry one". I will tell you what gives women the "divine" right to think they should be allowed to carry on a handbag, ladies accoutrements are often needed, especially when travelling. And use your imagination on this one.
Many people can only survive with rules, but some of us prefer as little as possible in our lives. I think the latter are most likely made up of free thinkers.

casperruby said:
23 August 2014 @ 16:25

Ha ha ha, all of the above comments definitely prove "men are from mars and women are from venus" its amazing how up themselves the female members get when one mentions their precious handbags.

23 August 2014 @ 17:37

I am a close friend of Donna and have had many a contrary conversation with her on this subject, I have to defend Ryanair. As a frequent flyer I have to say, despite the arrival time being generous, not one of my flights in the past 3 years has departed late. The planes all seem to be new. and the staff are always pleasant. If I had to criticise any flight it would have to be the Monarch flight I took to return to Spain in May, when I was seated at the rear of the plane. The staff were more interested in keepimg a very rowdy and almost unruly bunch of 8 lads in great supply of booze. They were even served a further round of beers just 15 minutes before landing. This group of lads were dotted among many older travellers who did not have to hear the filth and disgusting conversations being shouted across to each other. I am a man of the world even I was offended by what I heard, At no time did any member of staff ask them to keep it down or control their language.
When I and two other individuals approached the stewardess in charge, who was working the same area, she merely said she did not hear a thing, which was ludicrous. She was working for the duration within 10 feet of where these guys were sitting. She had served much of the alcohol herself. I personally felt that she and her staff let a lot of passengers down - all for the sake of a sale.

rowdyyates said:
23 August 2014 @ 18:57

You get what you pay for. As an Air Traffic Controller for some 35 years I can assure everyone that Ryanairs aircraft are as safe to fly on as the British Airways fleet, and the crews have to meet the exacting standards demanded by the UK Civil Aviation Authority. Simple as that. Would I fly Ryanair? NO. Air travel is stressful and the Ryanair staff make it more so. So if you possibly can fork out a few extra pounds and don't get treated like cattle. (Apologies to cattle)

Fartharder said:
23 August 2014 @ 19:22

I'm interested to find out how someone who abides by Ryanair's terms and conditions manages to get treat like a criminal by them. What are you doing to let this happen and how on earth do they treat you like a criminal? Even airport security don't treat me like a criminal, they just check my stuff.

KeyserSoze said:
23 August 2014 @ 19:57

Well honestly Donna,I don't know what! When my pal and I tried to carry our Louis Vuitton manbags onto a Ryanair plane,we had the same problema or is it problemo (I do SOOO have difficulty with this male/female malarky).

Best don the old Poundland spectacles,read the small print and anti up with a bit more moolah.

Think Rolls Royce or Lada Donna.

Me?like lots of other bloggers,I'm thinking "toys and pram"

jsevanbergen said:
23 August 2014 @ 20:55

This really has got everyone going!

Horses for courses, but I'm with Donna, I'd rather pay a bit more for a pleasant experience.
I'm not rich, - never will be, but it's worth a few quid extra to be comfortable, and I hate the whole money grabbing ethos of Ryanair, I would rather walk than fly with them.

Patdean said:
23 August 2014 @ 21:08

Men's clothes are filled with pockets and they have lots of space to carry their essentials. Women's clothes rarely have useful storage and that is why we go nowhere without our handbags. The first time I travelled with Ryanair after they introduced the one piece of luggage rule I felt totally lost. Nowhere to put my passport and no purse to buy any drinks or snacks. My purse, driving licence, phone and travel money all in an overhead bin many seats away from me. A most uncomfortable feeling indeed and only one men could understand if all their pockets were stitched closed and they had nowhere on their person to carry even their wallet. I was one of the well behaved travellers and did not hold up the queue on board so I could remove my handbag from my case. My only consolation was that Mr O'leary lost out on my on board custom and continued to do so until he changed the rules.

I no longer enjoy air travel because of all the 'rules' that I am afraid of infringing and when booking a flight I am in fear of making a mistake, just like Mrs Buckets nervous neighbour in the situation comedy.

kernaghan said:
23 August 2014 @ 21:54

About time you all went too bed

ziggyblue said:
24 August 2014 @ 07:42

Fartharder, it's perception. If someone is treating you in a certain way, it makes you feel that you are in the wrong even if you aren't. And that is how Ryanairn made me feel. It is the attitude as much as anything. If you have someone smiling and friendly approach you it makes you smile and relax but when someone is bearing down on you with a cardboard box to put over your case and looks like they want nothing more than to sneer at you then this is where the problem lies. It always stems down from the top. I have been flying with Flybe now for a few years because of exactly this. Unfortunately this will not be the case now as my local airport of Exeter will no longer be flying to and from Spain, so it will be interesting to see how and if Ryanair has changed. Ps a handbag is essential. I have two pairs of glasses, two purses, passports, kindle, tissues. Oh my husbands glasses because they don't fit in his trouser pocket!

ziggyblue said:
24 August 2014 @ 07:42

Fartharder, it's perception. If someone is treating you in a certain way, it makes you feel that you are in the wrong even if you aren't. And that is how Ryanairn made me feel. It is the attitude as much as anything. If you have someone smiling and friendly approach you it makes you smile and relax but when someone is bearing down on you with a cardboard box to put over your case and looks like they want nothing more than to sneer at you then this is where the problem lies. It always stems down from the top. I have been flying with Flybe now for a few years because of exactly this. Unfortunately this will not be the case now as my local airport of Exeter will no longer be flying to and from Spain, so it will be interesting to see how and if Ryanair has changed. Ps a handbag is essential. I have two pairs of glasses, two purses, passports, kindle, tissues. Oh my husbands glasses because they don't fit in his trouser pocket!

Fartharder said:
24 August 2014 @ 09:09

Ryanair have changed their policies and it seems they've changed their attitude to customer care too.
They now allow handbags, manbags and gladrags on board, they don't bear down on your hand luggage with a cardboard box making you feel like a serial killer and their staff even smile sometimes. They're not American smiles but you know, you get what you pay for.
What I find funny is that we are mainly people who either live in or spend a lot of time in Spain, where customer service is dreadful, where companies couldn't care less about their customers, where staff in so many places are impolite, unfriendly and in many cases, incompetent. And then we come on here and talk about Ryanair as if everything they do is unacceptable.
Strange world.

ziggyblue said:
24 August 2014 @ 10:14

How I agree about customer service in Spain or non customer service! But Ryanair are not a Spanish company hence we expect more. Hopefully they have now improved.

ziggyblue said:
24 August 2014 @ 10:14

How I agree about customer service in Spain or non customer service! But Ryanair are not a Spanish company hence we expect more. Hopefully they have now improved.

bilbo.s said:
24 August 2014 @ 10:51


nrosullivan said:
24 August 2014 @ 22:18

I am a former airline pilot and my father was chairman of the British Airline Pilots Association (BALPA) and the United Kingdom Flight Safety Committee so I had better be very careful what I say since I have very strong feelings about (and against) Ryanair. It is very easy to end up in court these days ! So I will just say that I ask my son not to fly on Ryanair (I live in Granada these days) and always offer to make up the difference. Not that there is much difference between Ryanair and Iberia or even British Airways once you take into account all Ryanair's extras.

According to the Daily Mail (!!!), British Airways actually work out cheaper than all other airlines to Málaga. And they don't fly in the middle of the night to an airport miles from anywhere. And there is a fair chance that the pilot had a good night's sleep in a bed !

I know that you can be "lucky" with Ryanair occasionally and get a flight for £1 but generally Ryanair is a con ! If it costs ten quid more to arrive in comfort, safely and where you want to go then I reckon that is ten quid well spent ! I have never been able to understand Ryanair's success; I suppose it is the same mentality that made Fawlty Towers such a massive hit ! I repeat, this comment has been massively, heavily self-censored !! O'Leary has got much more money than I have !

nrosullivan said:
24 August 2014 @ 22:24

PS. It is true that Ryanair have a good punctuality record but that is not only because they add extra time to the schedule; it is also because aeroplanes don't make any money on the ground. O'Leary gets them back in the air as soon as possible, even if the aeroplane has not been properly cleaned and the toilets have not been cleaned. I am not being libellous; there are many, many videos on You Tube on this subject and many others regarding Ryanair.

kernaghan said:
25 August 2014 @ 00:18

@nrosullivan, I am surprised that being an ex pilot that you don't have free airline travel for you and your immediate family?

bapcav said:
25 August 2014 @ 11:21

Funny, I travel on Ryanair six times a year and have never experienced any of these problems.

Sounds like Sandi Toksvig and her upper-class lefties on the BBC, who slag off the "plebs" who travel on Ryanair while they travel first class on B.A.

RayD said:
27 August 2014 @ 19:06

Evening all.

Wow this has certainly sparked some debate! In fact, so much so that I am inclined to chip in with my pennies' worth.

I have been back and forth to Malaga for around 15 years, and fly between 20 and 26 flights per year. I have tried all the major "cheapies" including Ryanair, Easyjet and alike, and currently use Monarch for absolutely no reason but their "loyalty" scheme, for which Gold membership gives e extra luggage allowance, dedicated check-in and free extra legroom seats. I have have very good customer service with Monarch, but have also had appalling service, for which I have written to complain.

I think we need to look at the root cause of the cabin luggage issue, which is the insistence of ALL airlines to charge ridiculous rates for carrying hold luggage, which means for a weekend away with my partner, I would have to add about £70 to the cost just for a case each. Needless to say, we all try to pack as much as possible in hand luggage as it's "free". I remember the days before the hold luggage charge, and we never ever had issues with numbers of bags or finding all the overhead bins full.

Ultimately whichever airline is selected it is literally a choice of what suits your personal circumstances. You can't blame a family of 5 travelling with Ryanair based on cost alone, irrespective of service levels, as the savings could be significant. However, if like us you count the flight as an integral part of your trip, and you can afford it, you may be prepared to pay out for the additional benefits (if there are actually any) of using Monarch or BA.

There is no definitive right or wrong as a single very bad experience, which Donna has undoubtedly had, can change your whole outlook on that airline forever. Last year I carried a young lady's Mother's ashes on a Monarch flight for her in my half empty hand luggage bag as she was told she could not take on 2 pieces of hand luggage, and couldn't fit them in her bag as her handbag was in there. This was relayed to her totally indignantly on the air bridge in full view of everyone. This is simply an example of the fact the Monarch are no angels, but one bad apple................

I guess what I am saying is that no one posting here is right or wrong as we have all had good and bad experiences I'm sure, but it is a very competitive market, so I suppose where costs are an issue, they are all as bad as each other.

Best wishes


kernaghan said:
27 August 2014 @ 19:30

I agree with Ray, I fly with whoever is going my way though have been let down by Easyjet a lot when they can't full flights and try to bump me off on a later flight, I never accept and get refunded.

I like Easyjet only because you can book multiple flights on one booking not for any other reason.

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