POLICIES AND PROCEDURES – Issue 2 Rev 7 15/11/2021

MODULE 4 – RESERVATION CHANGES

All Ryanair Group flights are non-refundable if a passenger chooses not to travel; however, all flights
are changeable subject to a fee (some exceptions apply).

GRACE PERIOD
• Customers who book directly on www.Ryanair.com or a mobile device have a grace period
from the time of original booking to correct any minor errors. (48 hours for spelling of names
and 24 hours for incorrect routings/dates/times) made in their original booking.
• During the Grace Period name changes are free of charge and flight changes incur fare
difference only.
• This service is available through the Airport, Call Centre, Web Chat or on the Website.

UNCHECK FACILITY
• Once a passenger is checked in, a reservation is no longer changeable, however, passengers
have the facility to be unchecked from their flights in order to make flight changes or name
changes.
• Airports are permitted to uncheck passengers at the airport who wish to make changes to
their reservation.
• The uncheck facility is also available through the Call Centre/Web chat up to one day before
departure subject to call centre opening hours.
• Passengers should always be advised to check in again online before travel and the agent
must add comments to the passenger’s reservation stating this was advised.
• Checked in passengers can now be unchecked and change their flights online. Once
unchecked they will receive the below message advising they must check in online again.
• Passengers who fail to re-check in must be charged the ACI fee and under no circumstances
can check in closure or a flight be delayed in order to accommodate them.

©Ryanair Group Training Department 1 15/11/2021

FLIGHT CHANGES

• Flight changes are permitted subject to a flight change fee per person per sector plus any
fare difference. Customers can change the time, date and route of their booking.
• If customer is checked in, they must first be unchecked before changing the flight.
• Flight changes can be done via the Web/Call Centre up to 2.5 hours before departure or at
the airport up to 40 minutes before departure.
• If not all customers on the reservation wish to change their flight, the reservation must first
be divided. (Please refer to the Skyspeed Manual on www.groundops.com)
• If the customer is changing to a flight with less than 4 hours to departure, then free airport
check in (AACI) is added to the reservation to give the customer free check-in at the airport
and comments added to the booking.
• Domestic flights may be changed to any other domestic flights within the same country with
the exception of Spanish domestic flights on which you cannot change the route due to
varying VAT rates within Spain.
• Flight changes to Spanish domestic flights with residents/large family discount are permitted
via the Call Centre only.
• Domestic flight to international flight changes or vice versa can only be done by calling the
helpdesk.
• Airports and Call Centres can change a UK domestic flight to an international flight or vice
versa as no VAT applies on UK domestics.
• See issue 16 of our “When to, Why to, How to?” guide outlining all you need to know about
flight changes. This document can be downloaded from www.groundops.com

NAME CHANGES

• Name changes are permitted subject to a name change fee per name per booking.
• Same name must be used on all sectors of a booking, so it is not possible to change the name
on the return sector – even if customer was a no show on their outbound flight.
• If unchecking the customer, you must uncheck from both outbound and return sectors. Advise
customers to check in again and print their boarding pass for their return flight and add
comments to the booking detailing the customer was advised of this. The customer should
then be checked in for their flight today, a boarding card printed and AACI (Free Airport Check
in) added to the reservation. If the customer is on a day return add AACI to both sectors.
• Name changes can be done via the Web/Call Centre up to 2 hours before departure or at the
airport up to 40 minutes before departure.
• If it is necessary to change a passenger’s name on the inbound flight only as the outbound
airport failed to do so, contact either the Duty Gops Controller or the New Skies Helpdesk who
will then make the necessary amendments and note the Fault Outbound Airport so as to
recover loss of revenue.
• Name changes are not permitted on Spanish domestic flights that have a residents/large
family discount applied.

©Ryanair Group Training Department 2 15/11/2021

NAME CHANGE SCENARIOS

EXAMPLE FREE FEE COMMENT

Nickname/Called Name Spud Murphy to YES Uncheck the pax, amend the name and re-check in
(Dutch)/Facebook name Patrick Murphy the pax and print a new boarding card.

Marriage to Maiden- No Green to Brown Yes On return advise pax to send marriage cert to the
marriage cert. refund department and a refund will be
processed. If the customer has checked in, you
would need to uncheck the customer amend name
and recheck in the customer and print a new
boarding card.

Complete change of Mickey Mouse to Yes Uncheck the pax if necessary, amend the name and
name Donald Duck the passport details, re-check in the pax and print
new boarding card.

Dummy Name to real LKLKLKLK to Yes Uncheck the pax if necessary, amend the name, re-
Name Mickey Mouse check in the pax and print new boarding card.

Change name from Extra Mr Extra item seat Yes As the customer wishes to change name to a
Seat to revenue to revenue customer this would incur a fee. If
customer. necessary, uncheck pax, amend name, charge fee,
Mr Joe Bloggs
re-check in the pax and reprint boarding card.

Surname Initials to full Jean Claude VD to Yes Uncheck the pax if necessary, amend the name,
name Jean Claude Van charge the fee, re-check in the pax and print new
Damme boarding card.

Booked surname or first Brady Brady to Yes Uncheck the pax if necessary, amend the name,
name twice Jessica Brady charge the fee, recheck pax and re-print boarding
card.
Brady Brady

Jessica Jessica

Married to Maiden- Green to Brown Yes On Production of Marriage Cert to prove it is same
customer has a marriage person airport staff can change the name at no
cert as proof. Additional Charge. Uncheck the pax, amend the
name and re-check in the pax and print a new
boarding card.

Shortened Name Alex to Alexander Yes Once it is a known abbreviation of the same name,
uncheck the pax, amend the name and re-check in
the pax and print a new boarding card for free.
Abbreviations can be found on behindthename.com.

©Ryanair Group Training Department 3 15/11/2021

 Irish to English (Or other
language EG French to
English)
Letter Change i.e.
misspelling
Inclusion/Exclusion of
middle name
Booked Middle Name
instead of 1st name
Booked Middle Name
instead of Surname
Call centre enter
incorrect name that
sounds like correct
name.
Surname and First name
reversed
Special Characters
instead of Letters
Change revenue name to
Extra Seat
Same customers Name
to Extra Seat
First name Initials to full
name
Child booked under
incorrect surname
©Ryanair Group Training Department
Padraig to Patrick Yes Once it is a known translation of the same name,
or Jacek to Jack uncheck the pax, amend the name and re-check in
the pax and print new boarding card. Airport can ring
NSHD or GOPS for confirmation or use
behindthename.com.
Karl to Carl Yes Uncheck the pax, amend the name waive the fee, re-
check in the pax and print new boarding card.
Therese to Yes This is not necessary as we do not require middle
Therese Mary names.
Mary to Lisa Mary Yes This name change can be made free of charge once
pax can prove they are same person. If pax is
checked in, uncheck the pax, amend name, waive the
fee, re-check pax in and print a new boarding card.
No proof provided, apply Name Change Fee
Lisa Mary to Lisa Yes This name change can be made free once pax can
Casey prove they are same person. If pax is checked in,
uncheck the pax, amend name, waive the fee, re-
check pax in and print a new boarding card for free.
No proof provided, apply Name Change Fee
Butros to Petrus Yes If it is a clear error, you are permitted to amend the
name for free. Uncheck pax, amend name, waive the
fee, re-check in the pax and reprint boarding card.
Mouse/Mickey to Yes If it is a clear error, you are permitted to amend the
Mickey/Mouse name for free. Uncheck pax, amend name, waive the
fee, re-check in the pax and reprint boarding card.
ß for ss Yes If it is a clear error, you are permitted to amend the
name for free. Uncheck pax, amend name, waive the
fee re-check in the pax and reprint boarding card.
Mr Joe Bloggs to Yes The revenue name can be changed for an extra seat
Mr Extra item seat at no cost. If necessary, uncheck, amend name to
extra seat at no cost, re-check, and reprint boarding
card.
1: Joe Bloggs Yes The customer has a reservation(s) with the same
2: Joe Bloggs name twice when one seat should be for an extra
To Mr Extra Item seat. One of the names can be changed to Extra Seat
Seat
at no cost. If necessary, uncheck, amend name at no
cost, re-check and reprint boarding card.
JC Van Damme to Yes If initials match No Name Change fee applies. If
Jean Claude Van necessary, uncheck pax, amend name, waive the fee,
Damme re-check in the pax and reprint boarding card.
Joe Brown to Joe Yes Need documentation as proof to waive Name
Green Change Fee. Uncheck the pax if necessary, amend
the name, re-check in the pax and print new
boarding card.
4 15/11/2021
 • If any of the above free name change scenarios occur at the boarding gate, the customer must
be allowed to travel, and the gate agent must take note of the booking reference number to
make the necessary changes to the passenger’s reservation.
• If any of the scenarios that require the customer to pay a name change fee occur at the
boarding gate, then the customer must be sent back to the ticket desk to pay the name change
fee and missed departure fee or buy a new ticket as appropriate.

EMERGENCY RETURN

In the event a customer has already started their journey and is affected by an immediate family
bereavement or serious illness, we must do everything possible to assist the customer and travelling
companions, to get home as soon as possible.

• If the customer can provide documentary evidence (e.g. a doctor’s / hospital letter, death
certificate) you should change the customers flight free of charge adding comments to the
booking.
• If a customer is unable to provide the appropriate documentary evidence, then change the
flight charging only fare difference and add comments.
• The customer should be given the front of house letter (available on www.groundops.com)
and advised to contact Ryanair Customer Services including the relevant documentation
(doctors/hospital letter/ Death Certificate) where any fare difference paid for changing their
flight will be refunded.

Ryanair considers the following family members as Immediate: Spouse, Civil Partner, Children
(including Adopted/step children) Parents (including step parents), Brothers & Sisters (including step
siblings), Grandparents & Grandchildren, Father/Mother-in-law, Brother/Sister-in-law, and
Son/Daughter in law.
Please Note: The same consideration will be given to the travel companion(s) of the bereaved.

STAFF TRAVEL FLIGHT CHANGES

Staff standby travel bookings (White Tickets) may be changed at the ticket desk relating to
date/time and route in the following circumstances at no additional charge:

• If the flight is delayed.

• If the flight is cancelled.
• If the staff travel member wishes to travel on an earlier flight (in this case changes can only
be made on the day and if the staff member is present at the airport).
• If the staff travel member has missed the flight (in this case changes can be made at any
time on the day and if the staff member is present at the airport).
• If there are no seats available on the flight, booking may be changed at the ticket desk for
the next available flight at no additional charge.

Duty travel bookings confirmed or standby can be changed with no restrictions and at no additional
charge.

Staff travelling on confirmed Blue Tickets must comply with T&C’s as listed at the time of booking.
Bookings are non-changeable and all passengers on the reservation must travel on the same flight.
For all other changes, the staff member must contact the Ryanair Interline Department.

©Ryanair Group Training Department 5 15/11/2021

MISSED DEPARTURE

• This facility is available to any passenger who misses their flight and arrives to the ticket desk
up to 1 hour after their flight departed.
• Missed departure fee (MDF) is charged per person per sector (excluding infants, Extra seats,
Flexi Plus passengers, Duty travel and staff on standby travel).
• Passenger can be moved to the next available flight (confirmed or Standby).
• If not all passengers on the reservation missed the flight, divide the reservation first.
• Route changes are permitted.
• Free airport check in (AACI) is included with all missed departures regardless of when the
next flight is.
• MDF is only charged once, if the passenger misses the flight again, move without adding the
fee.
• Customers who arrive later than one hour after flight departure are required to buy a new
ticket (call Gops or Newskies for authorisation to extend in exceptional circumstances).
• For staff on a confirmed Blue ticket, the missed departure fee is judged case by case
depending on the reason for missing the flight. In this situation contact Interline Dublin on
01 9451393 / 1400. If there is no answer an email can be sent to interlinedub@ryanair.com
Out of office hours contact GOP’s or the NewSkies Helpdesk.

SCHEDULE CHANGES

• All flights are subject to change.

• In the event of a schedule change Ryanair will
endeavour to contact all customers via the email
address supplied at the point of booking.
• Should a customer miss their flight at the airport as a result
of a schedule change (Under 1 hour) they must be charged
the MDF fee.
• Schedule changes of more than 1 hour can be moved free
of charge -1/+1 day or next available schedule.
• Schedule changes of more than 5 hours
can be refunded.

©Ryanair Group Training Department 6 15/11/2021