Full Breakdown
Ryanair's 'Phantom Flight' Incident During Storm Amy
3/11/2026, 2:28:40 PM
Overview of the Incident
In October 2025, a Ryanair flight from Bristol to Dublin was forced to divert to Manchester due to severe weather conditions caused by Storm Amy, which brought gusts exceeding 90 mph across parts of the UK. After two unsuccessful landing attempts at Dublin, the aircraft landed in Manchester, where passengers remained on board for six hours without complimentary refreshments before being disembarked late at night.
Passenger Experience
One passenger, who later shared their experience with the Guardian, reported that upon landing in Manchester, they and other passengers were told that Ryanair staff would arrange taxis and accommodations. However, no crew disembarked with them, leaving the terminal deserted. With no communication from Ryanair and no available flights for the next day, the passenger was forced to take two buses back to Bristol, incurring a total cost of £900. They submitted a £240 claim for hotel and transport expenses, which Ryanair initially rejected, claiming the flight had landed in Dublin and that the passenger had been rebooked on a "phantom flight."
Ryanair's Response
Ryanair acknowledged the disruption caused by Storm Amy, stating that all transport operators faced significant delays and cancellations. The airline later admitted that the passenger had been "incorrectly advised" by a customer service agent regarding their entitlement to reimbursement. Following intervention from the Guardian's Consumer Champions columnist, Ryanair agreed to refund the flight cost and cover the hotel and transport expenses.
Criticism of Ryanair's Handling
Critics have pointed out that Ryanair's customer service response was inadequate, particularly in failing to provide basic provisions during the lengthy wait on the tarmac. The airline initially claimed that a bar was open for passengers, but later conceded that it was a paid service, contrary to regulations requiring complimentary refreshments during delays exceeding two hours. The incident has raised concerns about Ryanair's customer service practices, especially in light of previous reports of passengers being left behind due to operational issues.
Conflicting Reports & Gaps
While Ryanair has stated that the flight was recorded as having landed in Dublin, the passenger's account and subsequent claims suggest discrepancies in the airline's communication and record-keeping. The lack of evidence regarding the alleged rebooking onto a non-existent flight has also been a point of contention.
What's Next
The incident has drawn attention to Ryanair's customer service protocols and may prompt further scrutiny of the airline's handling of passenger claims during adverse weather conditions. As the airline continues to navigate the fallout from this incident, it remains to be seen how it will address similar situations in the future.
Verbatim Quotes
- “We were told Ryanair staff would organise taxis and hotels, but no crew disembarked with us, and the terminal was deserted.” — Passenger from Bishop’s Tawton, Devon
- “This passenger submitted an expenses claim (16 Nov) and was regrettably incorrectly advised by a customer service agent who wrongly believed that they were not entitled to a reimbursement of their expenses.” — Ryanair Statement
- “As for the refreshments, which airlines are obliged to provide for free if a delay exceeds two hours, it told me disingenuously that the bar was open.” — Ryanair Initial Claim Regarding Refreshments
- “incorrectly advised” — Ryanair Acknowledgment After Intervention
