Swissport International
Reviews and Complaints

Flight OS 0798 30th October
I was booked on flight OS794 at 21.00 got to the airport and was told that the flight had been cancelled. I was not informed about this. The ground staff passed me from pillar to post until finally getting me on the 18.10 flight. Had I not got to the airport very early I would have missed my connecting flight.
very poor service

The service of Swiss port staff is terrible! it was at Sydney International Airport, counter J at around 7.30 pm local time on 19th October 2019

I checked in and we had issue with checked baggage because we booked via agent and there was a technical issue thus we need to purchase checked back again at the airport

The process was fine, however, the service was terrible. As I just asked for the receipt to claim to the agent and
1. Just wanna make sure she wrote down that it was baggage claim to make it clear... She said of course I'm professional
2. She wrote the detail correctly but the sum up was wrong, luckily that I checked so I got back again and ask her to correct it, fine she said sorry but she refused to make the new one instead just rewrite on the same receipt. I was even fair enough to be ok with it as she said it is subjected to regulation .so I just wanted her email in order to contact in case we could not claim with the agent and may need another confirmation from the airport but she did not give us her email and said that every human being should be able to sum up this correctly

You never know how strict the agent would be, thus in order not to mess things up I think it is very reasonable just to make things as clear as possible

this is far worse than I could imagine how airline staffs should act to their customers!
I would not recommend anyone to use this service if you have choice

Even finally we got NEW receipt from supervisor but it could not offset with our bad experience prior to the front desk officer!

Dear Amanda Hope,

Myself and my partner arrived at Manchester airport on Tuesday 24th September to board a flight to Gran Canaria. Flight Number: FR3803 to board at Gate 44. We arrived at the gate early, where there was a large queue, which we joined the back of. We showed a member of your staff our boarding passes and was advised to queue up to the left as we had priority tickets. Whilst in the queue, the last call for our flight was made over the tannoy, as we had already been directed to a queue, we assumed this was the queue to our flight. When we reached the front of the queue, we were advised that this was the queue for Alicante and NOT Gran Canaria. The member of staff then pointed us to the gate that was next to the Alicante flight. Where we were greeted by an extremely rude member of staff who advised that we had now missed our flight and that the gate was closed. We advised the woman that we had been directed to the wrong queue by a member of the RyanAir staff but she shrugged this off as if it wasn't her problem. We also pointed out to the lady that there was infact still people queuing up outside of the plane and waiting to board - we only had hand luggage and so asked if we could just join the back of the queue. The lady was adamant that we were not there in time and advised that she would ask for the CCTV to be checked. We are more than happy for the CCTV to be checked, as it will show that we were at the Gate on time and that there was no way to distinguish the separate queues and the complete lack of organisation around both gates. The member of staff that we spoke with was very condescending and offered no help whatsoever! I am appalled at the lack of customer service we received! We were advised that we needed to wait for immigration to come and collect us and escort us out of the airport!

During our hour wait for immigration to arrive, it was brought to our attention that because of the lack of organisation, there were six people in total that had missed their flight due to the same reason as us. There was a family of three people, one of the ladies was in a wheelchair and she was waiting for assistance from RyanAir to help her onto the plane, but the member of staff never showed up and so they missed their flight! This is disgraceful! I am disgusted in how the same member of staff (lady in her 50's/60's, short, blonde hair, white shirt and a hi-vis) spoke to us and the lady in the wheelchair. The family were extremely distressed as they had missed their flight, due to negligence from RyanAir, which also meant they had missed their connecting flight to Morocco. They were also not offered any help whatsoever. Whilst waiting for immigration, the four other passengers had checked baggage in and rather than allowing us onto the plane, this was unloaded whilst we waited for immigration!

Immigration never arrived and a member of RyanAir escorted us out. This member of staff was just as rude (young male, with a foreign accent), when asking him what we should do next, he just advised that he couldn't do anything to help us and couldn't even point us in the direction of customer services.

When we eventually found the customer service desk, the lady tried to help us as much as she could, she checked for any other flights and advised us that there was one from Liverpool tomorrow (25/09/19) at 18:05, but we would have to pay for this flight ourselves and then go down the complaints route to claim our money back. When explaining our situation to her, she advised that she knew exactly which Gate we were talking about as she has received many complaints in the past about this area of the airport and it's about time some changes were made.

We have now booked the flight from Liverpool to Gran Canaria (Reservation number: X5UTJJ and Flight Number: FR3801) this has cost us in total for two people, flights and cabin bags, £205.98. Due to missing our initial flight, we have also missed our transfer from the airport to the hotel which cost us £27.62 and are now going to have to pay to find our own way to the hotel from the airport, which will be much more expensive in a taxi! We had also paid to sit next to each other on our initial flight, due to the short notice we are having to sit separately on our flight from Liverpool, which is causing us great distress as we are both nervous fliers. We have also lost two days of our holiday as the new flight doesn't land until 22.30 and have paid for our hotel for the night we have missed. I expect compensation for this and the fact that we are now missing two days of our four-day holiday.

I have also attached an extract which shows our consumer rights and how we are entitled to a refund.

I am utterly appalled at the service we have received and expect to hear back from you as soon as possible to discuss a refund. From the service we have received so far, we will not be flying with RyanAir again and if suitable action is not taken, we will be writing our reviews on social media and contacting a solicitor.

Kind Regards,

Ashley Barrow

[protected]

Good evening

I would like to log an official complaint at the incompetence of your crew that emptied the airplane that I was on last night from Krakow.

We landed at 11.40, almost half an hour ahead of schedule from Ryanair which was great.

We then had to wait quite some time for our cases.

Some cases were unloaded and placed on the carousel and then nothing for a while.

Another flight arrived and their luggage was placed on the carousel.

There was no one member of staff from a Ryanair or your company about to ask for help.

I saw a staff member from Jet2 and asked him for help.

After a lot of communication with his supervisor, we were eventually told that our luggage had been sent to another part of the building and was on the carousel there and that it would need to be retrieved and driven back round but no time scale could be given.

As we were only collecting one case I left the arrivals and came looking for a member of staff at your desk, but unfortunately there was a sign stating closed till 4 am.

By this time my lift had been waiting 50 minutes. As we were still unsure of a time I told my son to just go and we would get a taxi home.

If it had not been for the kind member of staff from Jet2, myself and other travelers would have been waiting a lot longer.

As explained due to the incompetence of your staff I had to arrange a taxi which cost £14.90, I have a receipt for this. I would like this reimbursed together with some distress and inconvenience payment, as your company managed to soil the end of a lovely break.

I look forward to hearing from you

Regards

Derek Lawrence

Hi,

I would like to raise a complain against your company and company employee who was in gate 20 at 6:10am on 18/09/2019 for Lisbon flight from Luton airport.

I have been discriminated on based of my origin and my country.

I was flying to Lisbon on flight EZY2365 and your employee when she checked my passport and found that I got refugee status in UK valid until 27 November 2019 she refused to let me into the plane saying my passport has to be valid for more than 3 months so I can flight to Lisbon.

Before I booked my flight ticket i called the home office asking if I can flight with that validity and they mentioned is ok as it is valid for duration of my stay.

Also I called the Portuguese embassy and they mentioned that is ok to flight as my passport valid for duration of my stay.

In addition to that I checked your website mentioned that the passport should be valid for the duration of my stay and I was intending to stay 6 days and I got my return ticket below.

On that base I will raise complain as I the only one refused to be in that flight due to my country of origin and passport.

The UK equity act 2010 mentioning It is direct race discrimination to treat someone less favourably than someone else would be treated in the same circumstances, because of race.

http://www.legislation.gov.uk/ukpga/2010/15/content

It is illegal for anyone providing goods, facilities or services in the UK to discriminate because of race.

Someone providing goods, facilities or services must not:

refuse to provide you with goods, facilities or services because of your race
provide any of these things on less favourable terms or conditions because of your race
It is illegal to discriminate regardless of how the goods and services are provided or whether you have to pay for thatm.

On that base I will raise a legal claim and I will go to court to sue your company.

Regards

Yousif Elamin

Sales and Proposal Engineer

Master of Business Administration (MBA) Newcastle University

Bsc of Science (Mechanical Engineering

On the 14th September, Edinburgh to Pisa flight, my parents cases were missing. They were located 2 days later and now we are day 4 and still no luggage whilst in Italy. Horrific customer service, no one answering telephones or replying to voicemails. GET THIS SORTED!

How is anyone expected to go over 4 days without their belongings in a foreign country. The holiday is ruined and it's a much deserved break away for them. The customer service has been non existent.

I would like to put in a formal complaint about one of the Passenger Service Agents who was working in Manchester Airport on 12/09/2019. She was working on the departure gate for Ryanair, my flight number was FR4007. We was waiting to check in when the PSA stopped us regarding our baggage, she said it was too big and that we needed to pay for it, this wasn't an issue for us however the PSA started to get really arrogant towards us and being very unprofessional. She was calling us names such as 'a silly little [censored]'. I do not appreciate being spoken to or spoken about in such a shameful manner. Me and my family of 6 had paid good money to fly with Ryainair. This appalling behavior had started off my sisters hen do in a very unpleasant manner!
I would like some sort of compensation in regards to the issues that happened whilst us boarding the plane.

I look forward to hearing from you. My email is [protected]@outlook.com to respond to this.

Ellie Mae Oldroyd

On Friday 13th September leaving Birmingham on the 17.10 flybe to Edinburgh. We were subject to near 2 hours of waiting due to what we were told was a lack of swissport staff. 1st the plane was ready but we had to wait on the boarding queue for 25 minutes for a bus, then another 30 minutes on the bus for a driver. Then when we boarded at least 45 minutes for the pilots paperwork to show and finally 20 minutes for a push back as there was no one there. This is wholly unacceptable to the airlines and the customers. If you were short staffed you should have dealt with it and not impact your customers. You would have staff on stand by and at other airports that should have been used.

At around 09.50 hours at Newcastle Airport I approached the check counter to be informed I needed to go to the new system for checking luggage in. Fine I went to the area and placed my bag on number 9 terminal. I scanned my boarding ticket and the screen went back to its original screen. Not knowing the system I thought ok that's the job done, so I put removed my bag and started to walk to the check in counter.

The same man who had direct me to the area stop me and told me I hadn't completed the process so he took me to another terminal and told me to place my bag on the terminal again. Fine I thought until he started to talk to me as if I was a child. Im a 65 year old man with no disabilities or attitude.

His attitude was disrespectful to say the least. He said it's not hard a child could do it if you just follow the instructions. I tried to explain to him that the first terminal hadn't gone to the second stage where it requires you to agree you are not carrying prohibited articles in you luggage. At this stage he decided he didn't want to hear what I had experienced and told me to do it myself and walked away.

Things got heated at this stage and I raised my voice and told him once again the first terminal hadn't worked as the second one had. I also told him I would be making a formal complaint about his attitude. I then approached the check in counter and tried to explain what had occurred only to find another person who didn't want to listen and had already decided I was in the wrong.

The start on my journey has been upsetting due to rude staff. Both these people who should be polite and courteous to the public need some customer service training. If they are contacted please say thank you very much ruining my day.

Flight no TOM7224 to Pula on 27/08/19 at 06:00:

I was provided special assistance by a rather large lady with dark hair, she struggled to push me up the slope to the gate, she came with me in the ambulift where I transferred to an isle chair. A male colleague of the assistance team helped her to lift me in the isle chair over the threshold to reach my seat 3E. The assistance lady was not happy with her colleague which showed in her behaviour. My daughter who I was travelling with put my new wheelchair less than 3 weeks old into my wheelchair bag ready to go into the hold. The male special assistance person asked the lady special assistance to take the wheelchair to the hold, she was very unhappy with this. From being seated on the plane my daughter and I witnessed the special assistance lady drag my wheelchair bag along the tarmac on its side at an angle, there was little we could do as we were seated on the plane and the side door had closed.
Upon reaching our destination we found the bottom of the wheelchair bag had been ripped to shreds. The wheelchair initially seemed ok until we came to use it. Upon inspection we found the tyre edge was damaged as was the hand rim, anti tips and footplate, The wheel spindle which holds the wheel on was also damaged, the bearings casting was detached from the centre of the spindle meaning the wheelchair was not safe to use and the wheel does not run true and catches on the side panel. The wheel would not attach properly and would become loose and fall off in use. This wheelchair is a multi-terrain one which has 24" mountain bike tyres on it.
I spoke to your desk in Birmingham airport on my return file ref: BHXBY17295/03SEPT19/1201GMT who stated it is likely the wheelchair will need to be replaced. The lady at the desk asked me to call tel 01279 813000 option 2 which I have done they have said I will need to get an estimate for the repair! I advised them I would be charged for the assessment; I do not see why I should be the one trying to source someone to assess the damage on my wheelchair because of something your employee did, it's difficult enough being day to day without being able to use it. Surely you would have CCTV footage of the Special Assistance lady dragging my chair.
The TUI rep in resort has reported the details on their system. Obviously this caused havoc on my holiday which was far from a relaxing break but instead was stressful due to the actions of your employee; I was staying on an island where there was no wheelchair hire available and no real shops to speak of except the small gift shop.
I have attached photos of damage done to the bag and wheelchair, details of purchase from Mobility and Lifestyle, also details for purchase of wheelchair bag.
Desired outcome :-
Replacement of wheelchair exact same type Excel G Explorer 24" wheel, Silver, made by Vanos.
Replacement of Drive wheelchair bag.
Corrective action of staff member and proactive training of others as well as reassurance that this situation will not occur again to myself or others in the future.

Hello,
I had a ticket of the flight on 30 august from Barcelona To Istanbul Flight no: PC1092 and then 31 august from Istanbul to Tbilisi Flight no: PC314
Unfortunately my bus had an accident and I arrived late to the airport. But I had online check in and run to the gate and I want to make a complaint that the staff that worked there, two girls, did not even tried to help me.
I simply asked them to call someone, to the pilot for example or to somebody and explain that we where 5 passengers outside and if it was possible to do something. She refused to call and even insulted me by saying: " Who are you, are you a queen of Spain or what? "
I'm shoked, one of the girls, treated me so rude, I could not even believe that it was happening, she didn't care about anything, talked to me aggressively and impoliteIy!
I asked her name, she answered that she is not obligated to give me her name .
Then I asked her what I had to do in this case, if she knew the next flight by Pegasus, if she would advise me something, and she did not even listen to me. It's amazing, I've never had this kind of problem, I was asking things about solution and she didn't even respond me anything :))))
Seriously, , I can't believe it!
I asked in airport information center and they told me that the flight representative had to call to the pilot and ask if it was possible to get in the airplane, or to change the ticket, I could not do enithing because the representative did not like or was on bad humor or I dont know why she spoke to me so badly, but she
I lost 2 flights, instead of helping me, the representative just insulted me and didn't give me a minor answer or solution or a normal word. So I had to buy another ticket on another airway .Now I checked in my bolbol account and don't even have any points for the next flight.
Please give some solution and refund me the ticket price
Thank you for your attention and hope to have another flight with Pegasus next time
Best wishes,
Tamta,

On 19th August 2019 I was travelling to Crete from Belfast International Airport. The baggage handler, ‘Daniel' then came on board the plane to inform us he had ‘torn' the top of my partners suitcase but said it would be fine. When we received the luggage in Heraklion it was wrapped in a plastic bag. When we finally opened the case when we arrived everything in the suitcase was ruined. Everything. There is absolutely nothing salvageable in it. And we are here for another 2 weeks. I will be making sure this is dealt with correctly because this has ruined our holiday.

To whom it may concern,

I would like to inform you that the airplane shuttle service provided by your company at Thessaloniki Makedonia Airport is sub-standard and a disgrace to your brand.

Vehicles are clearly in need of maintenance, air conditioning is either not operational or never used even during the hottest days of the summer season, making the entire experience the worst part of any journey.

I do hope that immediate steps will be taken to remedy this situation and no further action will be required in relation to this particular service contract.

Good morning.
On Friday 9th August I boarded Brussels airways flight sn2824 12:15 flight Budapest to Brussels, then the sn2177 16:45 flight Brussels the Manchester.
The first leg of the flight was fine but the second leg was absolutely horrendous- we were held up in Budapest for 30mins, then forced to sit on a stifling hot plane eventually we arrived in Manchester and once again were forced to sit on the tarmac.
This made us already over 1 hour later than our scheduled arrival time.
The worse part, however was still to come when we had to endure a further 2 hour wait in the baggage area until our bags were unloaded off the plane. During this time we received very little information about what was happening, how long our wait would be- eventually over the tannoy it was explained to us that there was a technical issue unloading the bags but again we were given no indication of how much longer we needed to wait.

My elderly father was waiting to pick me up and accrued a parking bill of 18gbp, please arrange compensation for this.
Thank you,

Hi we flew back to UK from Santorini I was a little late getting back to airport as our taxi broke down. However once at airport we g ad to pay a bag charge not really bothered about that we paid and got checked in.
There was this little jumped up Greek fellow who was rather ignorant and useless at his job. He was arguing with me that my 2 perfume bottles exceeded 100 ml. When one was 60ml and the other 50ml. He needs retraining in job and customer etiquette. I awad a speady boarder however he still wanted me to hand in my hand luggage. The little man was power mad. No wonder you are a 1 star company. Cheap nasty and useless

Shuttles in Thessaloniki Makedonia Airport have no air-condition. This is at least unacceptable for a country that during summer the temperature rises up to 40 oC and passengers have to wait up to 20 minutes in that heat to be transferred to their airplane for boarding. And above all swissport employees are realy rude when it comes to deal with disappointed passengers as i was. The answer I got from one of them was that neither his office was air conditioned.
I hope that my complaints are going to be taken into account by your company and the services will improve because it is a shame to force 30 to 40 human beings to stay in a shuttle for 20 minutes in 40 oC in 2019 in a European country.

Poor customer information and handling at Belfast international airport.
Failure to advise customers of information / updates/ contact information for carrier.
Unaware of procedures for exiting after flight cancellation and use of announcement system
Failure to be aware of policy for refreshment vouchers or alternative arrangements in their absence
Failure of the duty officers and duty leader to advice of the correct complaints procedure I.e complaintsboard.com vs swissport.com

By way of introduction my name is Paula Lloyd and I travelled with my husband and two children on flight MT1312 1400hrs Cardiff to Larnaca on Sunday 28th July 2019.
Back in January 2019 I purchased 4 x extra legroom seats in row 25. Upon check- in using online the system jammed and seats were accidentally reallocated. When I enquired immediately through Online Chat service, I was assured that if I cancel the check in on line then the seats would be released. The agent confirmed that the seats had not been changed as she walked me through the system to cancel the check in.
On the day of the flight at the check in we were given our boarding tickets and made our way to the departure lounge. It was then we noticed we were given the wrong seats. We were not allowed to return to check in downstairs but was told to wait until the gate was open where our issue would be resolved. Immediately at the gate we explained the situation to a member of the Swissport team, (the same female that issued us with our boarding passes) that we were given the wrong seats. We were meant to be row 25 that were purchased in January). The rows allocated to us were 26 and 28- thereby losing the extra legroom seats I purchased, and this error also separated my family on the flight.
At this point, nobody had boarded the plane and we were told to sit down and wait behind the red taped off barrier. Then the staff allowed everyone to board apart from us, then came across and told us there was nothing they could do; the seats we purchased in January were showing free on the system and therefore given away and that there was nothing that could be done. My husband and I disputed that nothing could have been done as at the time nobody was on the plane and the female had given away our seats. When we suggested the could easily recall 2 sets of passengers in rows 26 and 28 to exchange seats. One female told me, "well perhaps they had booked them as well!". I said, that that can't be true, and she had already admitted they were free in the system on check in which is why she allocated them.
My husband and I asked the 2 females from Swissport to try to fix it, they reluctantly made an enquiry on board, but a lot of passengers had boarded by then and we were left waiting behind barriers at the gate. The two females returned to say they could only give us 2 original seats back. My husband and I were both outraged and challenged this decision and we asked to see the manager. A young man arrived who threatened with "unless we board the plane, it will leave without us!
I explained we needed a seat as my husband needed to stretch his leg out occasionally, being 6ft 2 with a hereditary blood condition (which by the way there are no effects), the one lady dealing with us became argumentative and aggressive towards both my husband and I, and told us my husband would not be allowed to sit in the seat because of his condition. That fact was untrue, he is medically fit. Another argument ensued as she used the information, I gave her as a reason not to sort out the seating error. It was the same female that told us she gave the seats away and that she not prepared to change the seating and at least try to rectify. I showed my booking to her at the check in, it clearly stated 4 seats in exit row 25.
In all the years flying across different airlines, my family have never been so ill treated by Swissport staff. A problem that could have easily been resolved was totally disregarded. My 14-year-old daughter is a nervous flyer and was separated from me and was on the other side of the plane. To be treated with such disrespect is appalling. Once boarded I was so upset had to be comforted by Thomas Cook Manager on board by the name of Sophie who was very understanding and couldn't have been more empathetic.
We were informed in flight by two of the crew that there had been multiple complaints with Swissport staff at Cardiff. Regarding the female at the Cardiff to Larnaca check -in on MT1312, she most certainly does not uphold any of your "Three Ps" as here behaviour towards customers is sub- standard
As such, we focus on the principles of sustainability and compliance, living by the "Three Ps":
• People
• Professionalism
• Partnership
The ongoing professional development of the people within the Swissport family ensures that:
• We show respect towards our people and their values; we do not compromise on safety and work with enthusiasm and enjoyment.
• We are pioneers; working constantly on achieving sustainable results, we creatively explore new options and improved solutions.
• Continually striving to exceed the expectations of our clients and our commitments, we deliver excellent service; in any place at any time.

The female involved showed us no respect, moreover she had no intention of finding a solution, she fell way short of exceeding expectations and delivered a very poor customer service. In summary we were ill- treated. This was a problem that could have easily been resolved but it escalated to the point where myself and my husband were bullied.
If that wasn't enough, upon collection of the suitcases at Larnaca, one of our cases was found to be very badly damaged. A hard-shell case had been mishandled, there was a large hole in the shell of the case, punctured mosquito spray that contacted with ink from a carrier bag that dissolved on our clothing!
I cried for the best part of the flight along with my teenage daughter who was separated from me for nearly 5 hours. No effort was made to resolve the predicament, it wasn't difficult to do, the Swissport staff particularly the check in female (dark hair with dark frame glasses) were certainly not upholding your company principles. Our whole airport and boarding experience was dreadful- what an extremely upsetting way to start our holiday. I hope something can be actioned as a result of our experience.
Regards, Paula

To whom it may concern

I would like to write a formal complaint about one of your check-in staff (swissport) about an incident on 23rd May 2019.
My friend and I were rejected to fly on our trip from Edinburgh to Malaga,
we reached the gate on time and with no alcohol in our systems.
As standard we queued at the gate to board. A group of 5 passengers had a disagreement and had been arguing with the check-in staff at the gate over the fee for their carry on luggage.

As we reached the the gate the staff member was very clearly upset and angry at the previous passengers. I was not aware we had to pay for the additional carry on case, the seat that I paid for was an extra leg room enough for a carry on case to fit under the seat or in the overhead. I can confirm that my suitcase was within the sizes for carry on luggage 40x25x20.

I then told the staff member I was not happy with paying extra and also think it's wrong to charge people at the gate for a hand luggage case. I then said I will pay but it's a joke. Not raising my voice, swearing or pointing fingers at anyone.

She told me if I don't like it take it up with Ryanair or don't get on flight and if I argue I won't be boarding. She told me that she will not take abuse and that I am rude and I'm a disgusting person. After I then said I'm sorry but all I'm saying is it's not fair we need to pay more for this.

She then slammed the check-in door in front of I would say around ten customers waiting to board and said you won't be getting on the flight and to take myself away. Also all passengers behind can stay and won't be flying. Then shouted over the desk calling me rude, horrible and a disgusting person.
We hadn't ever once said we would not pay. We said we will pay but she then said it's too late.

I then asked for a manager or someone above to come and help sort this situation. Rather than waiting for a manger she said no called security and then said you are going no place and your return flight will be removed as I'm going in to your booking so don't ever fly with Ryanair then closed the gate laughing.

A manager soon arrived after 4 minutes of asking. As I told her the situation you can see in my video the girl at the gate shouting over at me interrupting my conversation while I was explaining what has happened. The manager asks to have us put on the flight when she replies it's not happening they are checked off.

I have videoed the tail end of the argument and only wished I had from the start. You will see at the start of the video her telling me that I won't ever fly with Ryanair again! And my return flight is cancelled. Then you will see me asking another staff member if I once swore or or raised my voice to her. He confirms I did not but I was rude. Then you will see the manager coming to help.

I know this is not any fault of Ryanair but it's totally wrong to stop me and a friend getting on our flight for nothing and to be made feel very small and bullied by one individual that clearly can't handle a high pressured job. It's now cost us £600 for new flights and a long drive to Newcastle.

We are in great disbelief that a 2 minute conversation regarding a bag can have use refused our flight for the first time ever in my life. I use Ryanair also with my company to fly 5 times a year and never have we ever experienced something so ridiculous.

I'm not prepared to attach the whole video if we can have our money refunded back and also the very rude disrespectful member of staff removed from working at any of your gates. I have attached a 20 second video of the full 5 minute video I recorded.

I am prepared to post them on Twitter, Facebook, Instagram and also at my work The Edinburgh Evening news if we can't resolve matter. I will also contact the ombudsmen and write to the daily mail online to show this video.

Please can you assist me in resolving this matter

Fabio Milazzo
Fabio.[protected]@gmail.com
Flight details NVCGGV
Thursday 23rd of May 16:40