“The delay was not the only problem experienced by the victims of the flight to Alicante, as well as other passengers from a Fez flight to Valence. (…) Travelers also encountered technical difficulties when registering on the company’s website, which prevented the completion of the necessary steps before and during their presence at the airport, aggravating psychological pressure and their state of tension, “said Najate Bouhou, one of the passengers, with Hespress. Faced with this flight delay, “the passengers had to wait for a replacement plane for hours, when some had come to the airport without being prepared for such circumstances, which required additional expenses and the satisfaction of special needs, which was not planned,” she added.
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Najate Bouhou deplores the absence of representatives of the Ryanair company at Fès-Saïss airport. Because of this absence, “the passengers were victims of ill-treatment on the part of the captain of the Valence plane and representatives of an intermediate company who did not know how to contact people injured, nor provide alternatives or needs to travelers exhausted by waiting until the provision of another plane to ensure their flight,” she denounced. Another grievance: “technical breakdowns have prevented complaints or reporting problems via the company’s digital platform,” she said. In the eyes of the passenger, “this negligence reflects a lack of professionalism in the treatment of customers, in particular during the period of transit which requires increased attention and effective communication with passengers”.