CombatCritic's TravelValue™: Ryan Air's Conflicting And Confusing Carry On Policy Deciphered (1 NOV 2018)

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Friday, October 19, 2018

Ryan Air's Conflicting And Confusing Carry On Policy Deciphered (1 NOV 2018)

Ryan Air's carry on policy is confusing with conflicting information on its website.

Some current web pages claim that there is a 35 x 20 x 20 cm (13.75" x 7.85" x 7.85") maximum for small bags:

https://www.ryanair.com/us/en/plan-trip/flying-with-us/baggage-policy

But, if you dig into the FAQs, you will find a new 40 x 20 x 25cm (15.75" x 7.85" x 9.75") maximum for small bags ("New Baggage Policy" - Effective 1 November 2018):

https://www.ryanair.com/us/en/useful-info/help-centre/faq-overview#2-0.

So I asked: "Which is it Ryan Air?"

Here is the answer I received from Zamasiba, a Ryan Air Support Agent:

Zamasiba: Hi, my name is Zamasiba, welcome to Ryanair Customer Support. I would be happy to help you with your query. Please stay connected while I review your query and reservation details.

CombatCritic: Your new online baggage policy (eff 1 Nov 18) does not state the maximum dimensions of a “wheelie bag” allowed as cabin baggage for priority customers. Is the max still 55x40x20cm?

Zamasiba: Yes, it is.

CombatCritic: Thanks! One of the screens on your website (with opposing information – on one it says that the small bag must be 35 x 20 x 20cm and on the other its says that you have increased it to 40 x 20 x 25cm) has the following note:

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Please note: Flights to/from Israel

If you have purchased "Priority & 2 Cabin Bags" or Plus/Flexi Plus/Family Plus you can carry the following on board:

• One small bag e.g. handbag, laptop bag etc. not exceeding 35cm x 20cm x 20cm

If you have not purchased "Priority & 2 Cabin Bags" or a Plus/Flexi Plus/Family Plus and are flying to/from Israel you can carry the following on board:

• One cabin bag, not exceeding 55cm x 40cm x 20cm in size and up to 10kg in weight.

• 1 small bag e.g. handbag, laptop bag etc. not exceeding 35cm x 20cm x 20cm

Customers travelling to and from Israel who present at the airport with a 2nd larger cabin bag (exceeding 35cm x 20cm x 20cm) may drop this bag off at the check-in/bag drop desk, for an airport checked bag fee of €40 or at the boarding gate, for a gate bag fee of €50.

--------------------------

My question is: Are the max dimensions on small carry ons to/from Israel 35 x 20 x 20cm or 40 x 20 x 25cm?

Zamasiba: They are 40 x 20 x 25cm

CombatCritic: Thanks again. Will I receive an email documentation of this chat which I can print and take with me on our trip to Israel in case gate agents are as confused as customers by your conflicting online baggage policy information? You really need to update your website to ensure that all baggage policies are identical.

Zamasiba: Yes, it will be sent at the end of the chat.

CombatCritic: Finally, do you have links to Ryan Air approved cabin bags we can purchase online? Thank you very much Zamasiba!

Zamasiba: Unfortunately not.

NOTE: UNFORTUNATELY, THAT WAS NOT A TRUE STATEMENT AS YOU CAN FIND RYAN AIR APPROVED CABIN BAGS FOR SALE ON THEIR WEBSITE IN SIZES THAT ARE GUARANTEED TO BE ACCEPTED ON ALL RYAN AIR FLIGHTS (CLICK HERE).

CombatCritic: Cheers! Have a nice day (or evening)!!

Zamasiba: You are welcome. If there's anything else I can assist you with please come back to us.

Thank you for using our Live Chat Service.

BOTTOM LINE: "Priority" customers can carry on one bag not exceeding 10kg with dimensions 55cm x 40cm x 20cm (aka "wheelie bag") and one small bag with dimensions 40 x 20 x 25cm (effective November 1st, 2018).

Unfortunately, there is still conflicting information on Ryan Air's website, even within the very same FAQs:

We have increased the size of the free small carry-on bag by over 40% from 35 x 20 x 20cm (14,000 cm³) to 40 x 20 x 25cm (20,000 cm³).

All passengers are entitled to bring 1 small personal bag on board which must fit under the seat in front of you (35cm x 20cm x 20cm). Examples include, handbag, laptop bag and small back pack.

Fix your damn website Ryan Air and, please, stop posting conflicting polices!

CombatCritic Gives Ryan Air's Website And Their Conflicting Baggage Policies 1 Bomb Out Of 10 And A Spot On My WALL OF SHAME ... More Bombs Are Better!