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RYANAIR'S LOWEST FARES AND PASSENGER SERVICE CHARTER

Ryanair believe that any worthwhile passenger service commitment must involve a commitment on both pricing and punctuality, that's why Ryanair is committed to publishing Customer Service Statistics each month and these confirm that Ryanair is No. 1 for Customer Service with unbeatable prices and punctuality.

RYANAIR PASSENGER FARES, PUNCTUALITY AND SERVICE COMMITMENT

Ryanair commits to:

1. Offer the lowest fares at all time on all routes:
   1. Ryanair will continuously offer the lowest available prices to all our passengers, on all routes on which we operate, regardless of which other airlines compete with us on those routes.
   2. Ryanair's ‘Double the Difference’ Fare Guarantee ensures that on these rare occasions when a passenger finds a lower air fare on a competitors flight to the same route at the same date/time then that passenger will be repaid double the fare difference between the Ryanair and competitors ticket price as long as they book to travel on Ryanair.
   3. Passengers will always be offered the lowest available fare for their particular journey and itinerary at the time of booking when they book through our website at Ryanair.com.
   4. Ryanair will inform the passenger about the Terms and Conditions which apply to the fare chosen and any applicable taxes, fees and charges.
   5. Where we become aware from time to time of any competitors special offer fare which is lower than Ryanair’s, we will immediately lower our fares to ensure that we are lower again.
2. No fuel surcharge guaranteed
   
   Ryanair will not impose a fuel surcharge on any fare.
3. Honour the agreed fare after payment.
   
   After payment for the ticket has been made, no fare increase will apply.
4. Notify passengers of known delays, cancellations and diversions.
   
   Ryanair will notify passengers via the internet, email, text messages, at the Airport, or on board flights if they are affected by flight delays, cancellations or diversions.
5. Minimise the numbers of passengers facing delays.
   1. Ryanair will continuously strive to be the No.1 on time airline on all routes on which we operate. Comparisons with the punctuality statistics released by the Association of European High Fares Airlines (AEA) confirm Ryanair's position as No.1 in Europe for punctuality. Passengers flying with Ryanair can be confident that they will suffer fewer delays than flying with any other major airline in Europe.
   2. Minimise lost or delayed baggage. Ryanair presently misplaces less than one bag per 1,000 passengers carried. This figure is the lowest in the European airline industry. Ryanair will continuously strive to further reduce this figure with an ultimate target of zero lost/mishandled bags. In the case of any mishandled bag, Ryanair will make every reasonable effort to deliver the mishandled bag to the passenger within one working day of its arrival at final destination, free of charge.
6. Allow reservation changes.
   
   Unlike the high-fare airlines, Ryanair permit all tickets to be changed upon payment of the requisite change fee and any fare upgrade amount (if applicable). This ticket flexibility allows Ryanair customers to change their, flights times, dates, route (within the same country) or the names of passengers travelling.
7. Respond quickly to passenger complaints and provide prompt refunds.
   1. Under normal circumstances Ryanair will provide a substantive written response to complaints within 7 working days from the date of receipt. We will not expect passengers to wait over 28 working days, as is the case with other high fare airline’s (B.A.) passenger service commitment.
   2. Where a passenger claims and is entitled to a refund, Ryanair will issue that refund within 7 working days of approval.
8. Take measures to speed up check-in.
   
   Ryanair now operate an Online Check-In facility which allows passenger avoid airport check-in queues and go straight to the boarding gate where they will enjoy priority boarding onto the aircraft. Online check-in is available up to 5 days before travel. Ryanair will continue to refine and implement measures to speed up passenger check-in, and reduces transit times through terminal buildings.
9. Minimise the number of passengers who are involuntarily denied boarding.
   
   Ryanair is the only airline in Europe that does not overbook its flights; therefore Ryanair has eliminated the possibility of passengers being denied boarding as a result of overbooking. However if for technical or immigration reasons, it becomes necessary to accommodate passengers on another flight, Ryanair will seek to prioritize the needs and minimise the delay of those passengers effected and provide compensation in line with Regulation EU261/2004.
10. Provide Passenger Information
    1. Ryanair will provide all information to their passengers at all times through its website at www.ryanair.com.
    2. Ryanair will endeavour at all times, to ensure that all of its passengers are travelling on a Ryanair aircraft and are provided with a Ryanair service.
    3. Ryanair will not enter into alliances with other airlines so that we can pretend we fly to destinations that we actually don't.
11. Ryanair will provide the following information to passengers at the time of booking.
    1. The scheduled departure and arrival time of the flights
    2. The Airport/Terminal of departure and arrival
    3. The Terms and Conditions attached to the fare to be paid

Summary

We call on the European Governments and the European Commission to deliver to airline passengers what they really need, namely real commitments on pricing, on punctuality and on key services, by making it mandatory that all EU airlines publish their Customer Service Statistics each and every month.