270 Chiswick Village

W4 3DF Chiswick
London
ENGLAND

22 August 2008

Ryanair Refunds Dept

Ryanair Head Office
Dublin Airport
Co Dublin

Dear Sir/Madam

I am writing to inform you of my dissatisfaction with the services provided your airline. I
would like you to know about problems with my sister’s flight ticket.

On 24 July 2008 I booked flight ticket for my sister and paid for it by my VISA debit
card.

The first negative experience was, that she did not received an email about confirmation.
I am disappointed because straight after she found it out, I send you an email in which I
asked you to send her email itinerary but there was no answer.
Fortunately we checked necessary information through confirmation number LBFCSN
and there was everything all right.

The second problem was that when she came to Stansted airport she was told that
confirmation number she presented was on name (cardholder’s name) and she had to pay
name change fee 120 GBP. I think there was a problem in your system and it was not our
fault. It was frustrating for her and she was not able to defend herself so I had to make
phone call and spoke to one of the airport employee who told me to ask for refund. We
love traveling a lot but we are afraid of next flight through your airline because our
friends had this problem as well.

To resolve the problem I would appreciate it if you could refund. Enclosed is a copy of
flight details.

I look forward to your reply and a resolution to my problem as soon as possible. Please
contact me at the above address or by phone +447930181404.

Your sincerely

Enclosure: Flight details.