Kära kund

Vi har upptäckt en möjlig dubbelbokning av din Ryanair-reservation, detaljer nedan. Betalningen kan ha dragits två gånger ifrån ditt kredit &#8211 eller betalkort.

Vänligen märk att återbetalning av dubbelbokningar inte är möjlig efter avresa.

Vänligen kontakta Ryanair om den möjliga dubbelbokningen via

Kundtjänst - Fax +353 1 8121676

Our Ref: xxxxxx

Dear ,

Following your recent correspondence to us regarding booking confirmation number xxxxx.

Ryanair tickets are fully flexible, however as stated in our fare rules, all tickets are non refundable.

As per our Terms and Conditions of Travel which are agreed to at the time of ticket purchase, passengers can change flights dates, times and routes by paying a change fee along with any fare difference applicable (subject to seat availability). These changes can made up to 4 hours prior to the scheduled flight departure time of your outbound journey online at ryanair.com or via a Ryanair reservation centre (subject to centre opening hours).

Passenger name changes are also permitted via a Ryanair reservation centre (subject to centre opening hours or at the airport for £150.00/&#8364150.00 (or local currency equivalent). Additionally this change can be made online for £100.00/&#8364100.00.

No changes can be made to a reservation once a passenger has checked in for a flight.

Whilst we sympathise with your circumstances, we regret we are unable process a refund or issue you with a credit for your booked flights.

However, we would recommend that you contact your Travel Insurance Company regarding any possible claim.

Yours sincerely,


Ryanair Customer Services.
Unfortunately, email replies to this address cannot currently be accepted, responses can be sent by fax to Ryanair Customer Services on +353 1 5081702

Dear Sir or Madam.

Regarding our booking with confirmation number xxxxxx.

When I tried to book these tickets I did not receive confirmation from Ryan Air's homepage that my booking had gone through. All I got was an error message. I did not receive a confirmation email from Ryan Air directly after the booking was attempted either. This led me reasonably to believe that our booking had not gone through.

Therefore I booked another set of two tickets, under the same names. This booking went through and we received a confirmation email.

On the 15/4 we received an email from you stating that a possible double booking had been made and that we should contact you about it by phone before departure. This we did forthwith and received confirmation that we had been double booked, that one of our bookings would be annulled and that our money would be refunded within 20 days.

We called again a week or so later, just to check that everything was as it should be, and got the same answer, ie that one of our bookings had been annulled and that our money would be returned. To be on the safe side I even checked it with Ryan Air's representative at Skavsta Airport on the day of our departure, who also confirmed that our surplus booking had been annulled.

I was therefore very surprised to receive this email from you, dated 28/5 2010. (See other page)

To summarise:

* The reason we double booked was because your home page and your routines were not functioning properly. Why would anybody book two sets of tickets for the same flight under the same names?

* We did exactly what we were told to do by the email you sent us on the 15/4 that informed us of the double booking. We called you, at a high cost I might add, and sorted it out with the woman at your call center. We were told very clearly that our money would be refunded within 20 days. We even did this a second time to be sure.

I hope sincerely that the mail sent to us on 28/5 was a case of human error. There is no conceivable reason why we should pay for a flight that you had annulled, and that we had booked through no fault of our own.
I now hereby demand in the strongest possible terms that the money that we paid for the annulled flight is returned to us as soon as possible.

I also expect an answer to this letter as soon as possible.

You can contact me at my home address, on this phone number xxxxxxxxxxxxx or at this mail address xxxxxxxxxxxxx


Yours sincerely