Ryanair's App Wrongly Flagged My Green Passport, Costing Me €110 at Check-In
For my Ryanair flight from Dalaman to Bratislava at 10:20 AM on April 3, 2026, I tried to complete online check-in through the mobile app. The app showed me a screen asking me to scan a visa, even though I hold a green passport, and because of this warning, I couldn't complete the process. Since there is no visa in a green passport, the system wouldn't proceed, and online check-in became impossible.
Because of this, I went to the airport about 4 hours before my flight. Despite this, the Ryanair staff member only came to the counter 2 hours before the flight. Since I couldn't complete online check-in, the staff member charged me and the other person with me separately — €55 each, totaling €110. They gave me a receipt and said I could make a claim for this fee later, but that I had to pay it at that moment. Even though my inability to complete online check-in was entirely due to the app's faulty prompt and the system's failure to recognize the green passport, this fee was unjustly charged to me.
Additionally, the same flight departed with approximately a 3-hour delay. Because of the system issue during online check-in, the staff arriving late, and the long delay, I experienced serious hardship.
I am requesting that Ryanair first refund the total of €110 charged to me as a result of this issue I experienced in the app due to my green passport. In addition, since the flight was delayed by 3 hours, I want delay compensation to be paid to me under the relevant regulations.
