The Irish discount carrier Ryanair has a well-earned reputation for unapologetically burying its customers in fees, including charges for carrying their bags on board. It isn’t as well-known for its unfailingly polite defenses of its indefensible policies and their uneven implementation.
Yomna Nasr’s story probably won’t change your opinion of Ryanair. But after reading it, you may grudgingly give it points for its clever non-apologies.
“Ryanair orders passenger with bag question to “shut up” — does she deserve a refund?”