Paddy Clarke from Dublin got in touch to complain about Ryanair gift vouchers. He received two with a value of €200 each, but his experience in trying to redeem them has left him “very, very frustrated and indeed poorer.” He says there are two phoneline options to redeem vouchers but on the day he tried “and indeed several times since”, the cheaper option, which is chargeable at national rate, “was either not working or on the one occasion it was simply of no assistance as the menu options did not cover gift vouchers, nor indeed did it offer general live operator assistance”.

So Clarke had to call a premium rate number which costs €1.75 per minute. This number was answered immediately. “Although I had established the relevant flight numbers for my three short holiday flights, the operator persisted in dragging out the call for approximately 30 minutes at a cost to me of €50 plus.” He explains that because the expiry date on the vouchers was the end of this month he was in a “catch- 22 position in that to terminate the call would result in even more expense on a necessary repeat call”.

Part of the delay was due to the operator requesting a reference number from the gift voucher which unhelpfully was not the printed reference number on the actual voucher. To further complicate matters, “Ryanair chose to convert my two €200 vouchers into eight €50 vouchers, with a consequential phone-time delay in relaying eight alpha/numeric numbers to an already bewildered customer. I presume that this attitude is generated by company policy.” He still has some vouchers left and is dismayed that there appears to be no alternative to using the premium number again. “Ryanair will not accept complaints via e-mail yet will reply in this way, if they choose.”