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WORST experience EVER
Visitor's Terrace Cologne-Bonn Airport的点评
点评：I have been a loyal customer to Ryanair for many years, please take time to read the following and take it seriously as our situation was completely out of order and I never usually file a complaint unless it feels absolutely necessary or if I felt threatened.
Just before boarding the 23:10 return flight to Manchester 8th April 2026, flight code- FR6631 at gate D40 Cologne airport at around 22:30 we was told the luggage is an inch over the line which placed us in a shock as on the way to Germany there was no issue with this. This suitcase has been used for previous trips with Ryanair and there has never been an issue since we purchased this specific suitcase so we always use it for our priority baggage. Then they asked us to pay 75 euros when we already paid for priority baggage (we were not refusing to pay, we were asking if it could be cheaper as we already paid priority) . This was with 2 members of staff, an Asian male (black shirt, black pants, was wearing an Apple Watch and black and white shoes) and an Asian Female ( hair half up half down, long sleeve clothing) i noticed they had an attitude/unwelcoming manner with the passengers in front of us. I asked them for their name to file a complaint as the price was extortionate and we wanted to make certain this was the correct process but they was not providing this, the male even turned his name badge around as he saw me trying to read it. However, I vaguely made out that his name had or started with the letter “A”. I then asked for their Employee ID number or surname which they are usually mandated to provide and they still would not provide this and we were going back and forth for quite a while, keeping it respectful as possible. my mother even asked for a manager twice and the male staff said there is no manager. The male said “take a picture if you want” so I assumed he gave permission to take a picture of him, I was clearly wrong… before he confirmed what to take a picture of I took a photo of the suitcase with him in the background in order to identify the staff to file my complaint showing how little the suitcase is over. The male shouted saying he meant for me to take a picture of the suitcase so this escalated in him becoming aggressive in his tone of voice while walking away from the till towards me and getting close to my face and started accusing my mum of touching him when she was only trying to defuse the situation by getting in between myself and him as the way he was acting made us think he was about to become violent (we were just 2 women, one having vulnerabilities) Once the male started shouting at my mum saying “don’t touch me!” (When she only tried to stand in between us) he was also shouting close to my face saying I’m not getting on the flight. this caused for me to get into a state of panic in front of the other passengers who can witness this. I panicked as my mum has health conditions and with him speaking to my mum this way ontop of talking to me aggressively I knew I could not do anything about it and it overwhelmed me. Another passenger had to help me get in control of my breathing while both of the staff members were completely unfazed by the situation and did nothing to help. After my mum said I had a panic attack to the Asian lady, she responded with “ I don’t care” and started laughing looking at her male colleague like I’m a piece of trash. After I got in control of my breathing, I started to say to her she should be providing me customer service and she responded with “ no I shouldn’t, why are you still even here it’s been 20 minutes” in a loud and angry tone (we were still there because they were the ones keeping us there to pay for the suitcase asking for our bank card and passports AGAIN). I thought this was absolutely disgusting behaviour and I have never ever experienced anything like this. After I made the comment on her customer service and she said her response she also said something under her breath in German with the term “dummkopf” which I believe means “stupid” as I have travelled to Germany on numerous accounts and picked up some words. At this point, I was shaking and lost all my energy to even argue with how much stress this caused us, the male then forced me to delete the pictures and using this as blackmail saying if I don’t do this then I cannot get on the flight, this was an invasion of my privacy as he had access on my camera roll while also making me delete it from my “recently deleted” which is an even bigger invasion of privacy. I felt pressured, violated, humiliated and no one deserves to feel this way over a suitcase being over by an inch. this is the 3rd time flying with Ryanair with this type of issue and not being given any name to go off which make my complaints useless. I truly will be taking this further if the necessary actions are not taken on your side and to do this I would kindly request for you to provide me with both of their names as this whole situation seemed personal. If you are unable to provide this I will still go ahead with this through legal forces as it was extremely disrespectful. I would like a written apology from both of them directly or have some sort of confirmation they will be dealt with promptly along with a compensation due to the distress this caused. we did not see them check ANYONE else’s suitcase, it was just ours they asked for us to put on and all of this can be checked through any cameras that was around. There was even a suitcase bigger than ours which they let through without checking. In general, taking a photo of someone in a public place is not illegal in both the UK and EU and all this made my whole experience on the flight uneasy, the whole time on the flight I had to purely concentrate on my breathing. I hope you can understand the frustration this has caused us as we are not people who look for trouble however something needs to be done about this before I take it any further.
Just before boarding the 23:10 return flight to Manchester 8th April 2026, flight code- FR6631 at gate D40 Cologne airport at around 22:30 we was told the luggage is an inch over the line which placed us in a shock as on the way to Germany there was no issue with this. This suitcase has been used for previous trips with Ryanair and there has never been an issue since we purchased this specific suitcase so we always use it for our priority baggage. Then they asked us to pay 75 euros when we already paid for priority baggage (we were not refusing to pay, we were asking if it could be cheaper as we already paid priority) . This was with 2 members of staff, an Asian male (black shirt, black pants, was wearing an Apple Watch and black and white shoes) and an Asian Female ( hair half up half down, long sleeve clothing) i noticed they had an attitude/unwelcoming manner with the passengers in front of us. I asked them for their name to file a complaint as the price was extortionate and we wanted to make certain this was the correct process but they was not providing this, the male even turned his name badge around as he saw me trying to read it. However, I vaguely made out that his name had or started with the letter “A”. I then asked for their Employee ID number or surname which they are usually mandated to provide and they still would not provide this and we were going back and forth for quite a while, keeping it respectful as possible. my mother even asked for a manager twice and the male staff said there is no manager. The male said “take a picture if you want” so I assumed he gave permission to take a picture of him, I was clearly wrong… before he confirmed what to take a picture of I took a photo of the suitcase with him in the background in order to identify the staff to file my complaint showing how little the suitcase is over. The male shouted saying he meant for me to take a picture of the suitcase so this escalated in him becoming aggressive in his tone of voice while walking away from the till towards me and getting close to my face and started accusing my mum of touching him when she was only trying to defuse the situation by getting in between myself and him as the way he was acting made us think he was about to become violent (we were just 2 women, one having vulnerabilities) Once the male started shouting at my mum saying “don’t touch me!” (When she only tried to stand in between us) he was also shouting close to my face saying I’m not getting on the flight. this caused for me to get into a state of panic in front of the other passengers who can witness this. I panicked as my mum has health conditions and with him speaking to my mum this way ontop of talking to me aggressively I knew I could not do anything about it and it overwhelmed me. Another passenger had to help me get in control of my breathing while both of the staff members were completely unfazed by the situation and did nothing to help. After my mum said I had a panic attack to the Asian lady, she responded with “ I don’t care” and started laughing looking at her male colleague like I’m a piece of trash. After I got in control of my breathing, I started to say to her she should be providing me customer service and she responded with “ no I shouldn’t, why are you still even here it’s been 20 minutes” in a loud and angry tone (we were still there because they were the ones keeping us there to pay for the suitcase asking for our bank card and passports AGAIN). I thought this was absolutely disgusting behaviour and I have never ever experienced anything like this. After I made the comment on her customer service and she said her response she also said something under her breath in German with the term “dummkopf” which I believe means “stupid” as I have travelled to Germany on numerous accounts and picked up some words. At this point, I was shaking and lost all my energy to even argue with how much stress this caused us, the male then forced me to delete the pictures and using this as blackmail saying if I don’t do this then I cannot get on the flight, this was an invasion of my privacy as he had access on my camera roll while also making me delete it from my “recently deleted” which is an even bigger invasion of privacy. I felt pressured, violated, humiliated and no one deserves to feel this way over a suitcase being over by an inch. this is the 3rd time flying with Ryanair with this type of issue and not being given any name to go off which make my complaints useless. I truly will be taking this further if the necessary actions are not taken on your side and to do this I would kindly request for you to provide me with both of their names as this whole situation seemed personal. If you are unable to provide this I will still go ahead with this through legal forces as it was extremely disrespectful. I would like a written apology from both of them directly or have some sort of confirmation they will be dealt with promptly along with a compensation due to the distress this caused. we did not see them check ANYONE else’s suitcase, it was just ours they asked for us to put on and all of this can be checked through any cameras that was around. There was even a suitcase bigger than ours which they let through without checking. In general, taking a photo of someone in a public place is not illegal in both the UK and EU and all this made my whole experience on the flight uneasy, the whole time on the flight I had to purely concentrate on my breathing. I hope you can understand the frustration this has caused us as we are not people who look for trouble however something needs to be done about this before I take it any further.
翻译：我多年来一直是瑞安航空的忠实客户，请您务必认真阅读以下内容，因为我们遇到的情况完全不合理。我通常不会投诉，除非我觉得绝对必要或者受到威胁。
2026年4月8日，我们搭乘航班号为FR6631的返程航班，于晚上11:10在科隆机场D40登机口登机。大约晚上10:30，我们被告知行李超出限高线一英寸，这让我们非常震惊，因为去德国的途中并没有出现任何问题。这个行李箱之前乘坐瑞安航空的航班时都用过，自从购买以来从未出现过任何问题，所以我们一直都用它来托运优先行李。之后，他们竟然要求我们支付75欧元，而我们已经支付了优先行李的费用（我们并没有拒绝支付，只是询问是否可以便宜一些，因为我们已经支付了优先行李的费用）。当时有两名工作人员，一名亚裔男性（黑衬衫、黑裤子，戴着Apple Watch，穿着黑白相间的鞋子）和一名亚裔女性（头发半扎半披，穿着长袖衣服）。我注意到他们对前面的乘客态度冷淡，很不友好。由于价格过高，我们想投诉，所以询问了他们的姓名，但他们拒绝提供。那名男性甚至在我试图看清他的姓名牌时，还把牌子翻了过来。不过，我隐约看到他的名字以字母“A”开头。之后，我又询问了他们的员工编号或姓氏（通常情况下，他们必须提供这些信息），但他们仍然拒绝提供。我们来回交涉了很久，尽量保持礼貌。我母亲甚至两次要求见经理，但那名男性工作人员都说没有经理。那名男子说“想拍照就拍吧”，所以我以为他允许我拍他，显然我错了……在他确认要拍什么之前，我先拍了一张行李箱的照片，他当时也在背景里，这样我就可以找到工作人员，向他们投诉，证明我的行李箱有多小。那名男子大声嚷嚷说他本来是要我拍行李箱的，于是事态升级，他语气变得咄咄逼人，一边从收银台走向我，一边凑近我的脸，指责我妈妈碰了他。当时我妈妈只是想挡在我们中间，缓和一下气氛，因为他的行为让我们觉得他要动手（我们只有两个女人，其中一个比较脆弱）。那名男子开始冲着我妈妈大喊“别碰我！”（当时她只是试图挡在我们中间），还凑近我的脸大喊，说我不能登机。这让我当着其他乘客的面惊慌失措。我当时非常恐慌，因为我妈妈身体不好，他不仅用这种语气跟我说话，还对我恶语相向，我知道自己无能为力，这让我彻底崩溃。另一位乘客不得不帮我平复呼吸，而那两位工作人员却对此漠不关心，什么也没做。我妈妈告诉那位亚裔女士我刚才恐慌发作后，她竟然说“我不在乎”，然后看着她的男同事哈哈大笑，好像我是个垃圾。我平复呼吸后，开始跟她说她应该为我提供客户服务，她却大声愤怒地回答说“不，我没必要，你为什么还待在这里，都20分钟了！”（我们之所以还待在这里，是因为他们让我们付行李费，又一次要我们的银行卡和护照）。我觉得这种行为简直令人作呕，我从未遇到过如此恶劣的事情。在我投诉她的客服服务后，她回应时还低声用德语说了句“dummkopf”，我猜是“笨蛋”的意思，因为我去过德国很多次，也学过一些德语。当时我浑身发抖，精疲力竭，根本没力气跟她争辩这件事给我们造成的压力。那名男子强迫我删除照片，并以此要挟我，说如果我不删就不能登机。这侵犯了我的隐私，因为他可以访问我的手机相册，还强迫我从“最近删除”里删除照片，这更是严重侵犯了我的隐私。我感到压力巨大、被侵犯、被羞辱，没有人应该因为行李箱超重一英寸就遭受这样的对待。这已经是我第三次乘坐瑞安航空遇到类似问题了，而且他们没有告诉我具体是谁，所以我的投诉根本没用。如果贵方不采取必要措施，我一定会将此事追究到底。为此，我恳请贵方提供他们的姓名，因为整件事似乎与个人恩怨有关。如果您无法提供这些信息，我仍将通过法律途径追究此事，因为这极其不尊重人。我希望他们二人能直接书面道歉，或者确认他们会立即处理此事，并就此事造成的精神损害给予赔偿。我们没有看到他们检查其他任何人的行李箱，他们只要求我们把行李箱放上飞机，而所有这些都可以通过周围的任何摄像头进行检查。甚至有一个比我们的行李箱还大的行李箱，他们也没有检查就放行了。一般来说，在英国和欧盟，在公共场所拍照并不违法，但这一切都让我的整个飞行体验非常不安，在飞机上我只能全神贯注地呼吸。我希望您能理解这件事给我们带来的困扰，因为我们并非故意惹事，但在我采取进一步行动之前，必须对此进行处理。
2026年4月8日，我们搭乘航班号为FR6631的返程航班，于晚上11:10在科隆机场D40登机口登机。大约晚上10:30，我们被告知行李超出限高线一英寸，这让我们非常震惊，因为去德国的途中并没有出现任何问题。这个行李箱之前乘坐瑞安航空的航班时都用过，自从购买以来从未出现过任何问题，所以我们一直都用它来托运优先行李。之后，他们竟然要求我们支付75欧元，而我们已经支付了优先行李的费用（我们并没有拒绝支付，只是询问是否可以便宜一些，因为我们已经支付了优先行李的费用）。当时有两名工作人员，一名亚裔男性（黑衬衫、黑裤子，戴着Apple Watch，穿着黑白相间的鞋子）和一名亚裔女性（头发半扎半披，穿着长袖衣服）。我注意到他们对前面的乘客态度冷淡，很不友好。由于价格过高，我们想投诉，所以询问了他们的姓名，但他们拒绝提供。那名男性甚至在我试图看清他的姓名牌时，还把牌子翻了过来。不过，我隐约看到他的名字以字母“A”开头。之后，我又询问了他们的员工编号或姓氏（通常情况下，他们必须提供这些信息），但他们仍然拒绝提供。我们来回交涉了很久，尽量保持礼貌。我母亲甚至两次要求见经理，但那名男性工作人员都说没有经理。那名男子说“想拍照就拍吧”，所以我以为他允许我拍他，显然我错了……在他确认要拍什么之前，我先拍了一张行李箱的照片，他当时也在背景里，这样我就可以找到工作人员，向他们投诉，证明我的行李箱有多小。那名男子大声嚷嚷说他本来是要我拍行李箱的，于是事态升级，他语气变得咄咄逼人，一边从收银台走向我，一边凑近我的脸，指责我妈妈碰了他。当时我妈妈只是想挡在我们中间，缓和一下气氛，因为他的行为让我们觉得他要动手（我们只有两个女人，其中一个比较脆弱）。那名男子开始冲着我妈妈大喊“别碰我！”（当时她只是试图挡在我们中间），还凑近我的脸大喊，说我不能登机。这让我当着其他乘客的面惊慌失措。我当时非常恐慌，因为我妈妈身体不好，他不仅用这种语气跟我说话，还对我恶语相向，我知道自己无能为力，这让我彻底崩溃。另一位乘客不得不帮我平复呼吸，而那两位工作人员却对此漠不关心，什么也没做。我妈妈告诉那位亚裔女士我刚才恐慌发作后，她竟然说“我不在乎”，然后看着她的男同事哈哈大笑，好像我是个垃圾。我平复呼吸后，开始跟她说她应该为我提供客户服务，她却大声愤怒地回答说“不，我没必要，你为什么还待在这里，都20分钟了！”（我们之所以还待在这里，是因为他们让我们付行李费，又一次要我们的银行卡和护照）。我觉得这种行为简直令人作呕，我从未遇到过如此恶劣的事情。在我投诉她的客服服务后，她回应时还低声用德语说了句“dummkopf”，我猜是“笨蛋”的意思，因为我去过德国很多次，也学过一些德语。当时我浑身发抖，精疲力竭，根本没力气跟她争辩这件事给我们造成的压力。那名男子强迫我删除照片，并以此要挟我，说如果我不删就不能登机。这侵犯了我的隐私，因为他可以访问我的手机相册，还强迫我从“最近删除”里删除照片，这更是严重侵犯了我的隐私。我感到压力巨大、被侵犯、被羞辱，没有人应该因为行李箱超重一英寸就遭受这样的对待。这已经是我第三次乘坐瑞安航空遇到类似问题了，而且他们没有告诉我具体是谁，所以我的投诉根本没用。如果贵方不采取必要措施，我一定会将此事追究到底。为此，我恳请贵方提供他们的姓名，因为整件事似乎与个人恩怨有关。如果您无法提供这些信息，我仍将通过法律途径追究此事，因为这极其不尊重人。我希望他们二人能直接书面道歉，或者确认他们会立即处理此事，并就此事造成的精神损害给予赔偿。我们没有看到他们检查其他任何人的行李箱，他们只要求我们把行李箱放上飞机，而所有这些都可以通过周围的任何摄像头进行检查。甚至有一个比我们的行李箱还大的行李箱，他们也没有检查就放行了。一般来说，在英国和欧盟，在公共场所拍照并不违法，但这一切都让我的整个飞行体验非常不安，在飞机上我只能全神贯注地呼吸。我希望您能理解这件事给我们带来的困扰，因为我们并非故意惹事，但在我采取进一步行动之前，必须对此进行处理。
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