2. Learning Objectives
At the end of this course, participants
will be able to:
• List Ryanair's policies and procedures.
• Apply these policies at the front line.
• Explain why these procedures are in place.
6. Data Protection Act (1988)
This Act was passed to deal with privacy
issues arising from the increasing amount
of information kept on computer about individuals.
We cannot disclose personal details about a passengers
travel arrangements.
7. Card Security
PCI DSS – Payment Card Industry Data Security standards
are in place to help ensure the safe handling of sensitive
information and protect customers against identity fraud.
Both data storage and transmission of cardholder
information that are not secure (manually written down)
constitutes a security breach.
This will be deemed, by Ryanair, as fraudulent activity and
will/may result in your access to NewSkies being
suspended pending investigation or termination of your
NewSkies user ID.
8. Fraud Procedures
Due to fraud issues on certain routes we have
introduced an advance purchase on the following via the
internet and Call Centre:
• 7 days advance purchase on any route to/from RIX.
• 4 days from KUN and VNO.
• 1 day advance purchase on PMI-MAD-PMI.
• These may only be booked via an airport ticket desk
only.
• 3 days advance purchase on routes to/from TLL.
• These may only be booked via an airport ticket desk or
Call Centre.
9. New Bookings - fees
• Booking fee - charged per booking on all new
reservations made through call centres and ticket desks.
• Delays & Cancellations Fee - CANX - charged per
passenger per sector.
• Fuel Emissions Fee – ETS - charged per passenger per
sector.
• Web check in Fee – WC - charged per passenger per
sector.
• Booking administration fee – BADM – charged per
passenger per sector.
10. Other fees
• Uncheck fee – UWCI - charged per passenger per sector
to uncheck in order to change booking after check in –
Call centres only.
• Airport Boarding Card Re-issue Penalty fee- ACI -
charged per passenger per sector – Airport only.
• Priority boarding – PB - charged per passenger per
sector.
• Reserved seating – Charged per reserved seat per
sector.
11. Forms of payment
Credit Cards: Visa and MasterCard.
Debit Cards: Delta, Connect, Electron,
UK Maestro (GBP only) and Solo (GBP only).
Laser card (EURO only)
Pre-paid MasterCard and Ryanair Cash Passport
An credit card fee of 2% of the booking total cost is charged on all new
bookings made using MasterCard or Visa only.
Cash is accepted in local Currency only.
ELV – Electronic bank transfer for German pax.
Gift vouchers
12. Infants
• 8 days–under 2 years: Travel on adults lap.
• Subject to an Infant fee – INF - per infant per flight
sector.
• One infant per adult. Maximum 18 infants.
• No personal baggage allowance however no charge for
one piece of baby mobility equipment e.g. buggy/pram.
• Additional item - BABY - charged per item per sector
max weight 20kg
• Baby/car seats not permitted on board
13. Children
• The age of a child is between
2 years and 15 years old.
• Unaccompanied children are not permitted on Ryanair
flights.
• All children under the age of 16 years MUST be
travelling with an adult.
14. ‘S’Class Standby Tickets
• Can only be sold at the airport on day of departure if a
flight is fully booked.
• Travel is not guaranteed – Standby basis.
• No ACI fee applicable.
• If passenger cannot travel due to full flight the ticket is
refundable or can be changed at no extra charge.
15. General rules
• Spanish domestic flights can only be booked via
Ryanair.com.
• Only 2 flight sectors permitted per booking.
• Only 2 countries permitted per booking.
• Passengers full address and contact phone number is
mandatory, e-mail address if available.
