Ryanair charges passenger £1,100 to change name on ticket

'Clerical error' on flight booking to Ibiza causes chaos for young mum

Updated: 

A fun-loving mum got the shock of her life when Ryanair charged her £1,110 to change the name on a ticket for a £40 flight to Ibiza.

The low-cost airline usually charges £110 to change the name on a flight but Leah Gilford was the victim of a 'clerical error' on April 28.

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The 26-year-old decided to go on the holiday with friends at the last minute after one of the group dropped out, report the Nottingham Post.

Leah made several attempts to change the name on the ticket to hers online at a cost of £110, but had no luck.

She then decided to call Ryanair instead and spoke to two call operators.

Leah said the first person she spoke to cut her off but she called back and spoke to a woman who processed the change - but with a costly mistake.

She said: "It went quiet for a few minutes. She said 'I've made a mistake - I've charged you a little extra, it will be back in your account in a few minutes'."

Credits: SWNS.comMum-of-one claims she is unable to pay her rent after Ryanair accidentally charged her £1,110

The estate agent, who has a two-year-old son, said she was then told that she had been charged £1,110 instead of £110. She said she asked to speak to a manager but was told that one wasn't available.

She said: "My rent was supposed to be paid on Friday. I couldn't pay that. I owe my sister money.

"It's just caused me a massive amount of problems. I've filled in all the complaint forms. They [Ryanair] have said they will contact me within 28 days.

"It's not £10 or even £100, it's £1,000. They have left me with £90 in the bank now. I've got a two-year-old as well."

Leah, from Draycott, is due to fly to Ibiza at 2pm tomorrow from Birmingham Airport but said she will be unable to go on the trip unless the money is returned to her.

A spokesman for Ryanair said: "We apologise for any inconvenience caused by this clerical error and the outstanding balance was immediately refunded to the credit card used at the time of booking. We would advise the customer in question to contact their bank.

Credits: SWNS.comLeah, from Draycott, is due to fly to Ibiza at 2pm tomorrow from Birmingham Airport

"The payment has been processed from our side and can take up to take five working days to reach the account."

A spokesman for Natwest said: "After the transaction was requested by Ryanair, £1,110 was ring-fenced for Ryanair to claim, as is normal procedure.

"On investigation, it appears Ryanair has not completed the transaction, but has not sent a cancellation request to NatWest, meaning the money has remained ring-fenced. The money has now been released back to the customer's account."

The money was returned to Leah's bank account on May 4, and she was able to join her friends on holiday.

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