Mr Lloyd's confrontation with Ryanair started when he encountered confusion at the check-in desk, leading to a demand for payment to print new boarding passes. Although initially informed that he could claim a refund, his subsequent efforts were rejected by Ryanair, citing the passenger's alleged unchecking the day before the flight. This incident, critiqued by Rory Boland of Which? Travel, highlighted the unfairness of imposing hefty charges for minor mistakes, contributing to Ryanair's negative reputation in the UK.
Despite facing a contentious £165 charge for airport check-in, Mr Lloyd remained steadfast in challenging Ryanair's decision, even after losing the dispute resolution. The airline defended its stance by claiming that the passenger had checked out after initial online check-in, rendering the boarding passes invalid and necessitating a new check-in process. Nevertheless, Mr Lloyd expressed no regrets about confronting Ryanair, stating that the airline's unhelpful conduct during the resolution process only fueled his frustration. The situation escalated when a Ryanair employee at the check-in desk was unable to resolve the issue due to early morning hours and a lack of access to customer service support. Despite being advised on potentially reclaiming the fee, Ryanair rejected Mr Lloyd's refund claim by pointing out his alleged unchecking a day before the flight. This incident drew criticism from Rory Boland, editor of Which? Travel, who condemned the practice of imposing high charges for minor errors like printing boarding passes, contributing to Ryanair's poor standing among UK airlines.