Policies and Procedures2013

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.

Learning Objectives

Module 1Reservations

• Point to Point• Data Protection• Card Security• Fraud Procedures• Fees• Payments• Infants/Children• ‘S’ Class standby tickets

Contents

Point to Point

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.

Data Protection Act (1988)

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.

Card Security

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.

Fraud Procedures

• 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.

New Bookings - 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.

Other fees

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

Forms of payment

• 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

Infants

• 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.

Children

• 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.

‘S’Class Standby Tickets

• 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.

General rules