Una scena mai vista si è consumata ieri sera, mercoledì 10 Gennaio, al gate del volo FR4733 delle 20:45 in partenza da Milano-Bergamo per Berlino Brandeburgo.
Alcuni dei passeggeri in fila al gate non avrebbero mai potuto immaginare che, pur essendo arrivati perfettamente in orario in aeroporto – chi con 30, chi con 90 minuti di anticipo – gli sarebbe stata negata la partenza verso la capitale tedesca.
Non è servito a niente aver atteso in fila indiana che arrivasse il loro turno per l’ultimo controllo dei documenti da parte delle impiegate dell’azienda.
Le ultime dieci persone della fila, così come anche gran parte delle persone in fila davanti a loro, avevano dimenticato di compilare il modulo per registrare in rete la loro partenza verso la Germania, il cosiddetto “Digitale Einreiseanmeldung” introdotto in data 8 Novembre 2020.

Certamente una disattenzione da parte dei viaggiatori, che avrebbero dovuto leggere con maggiore attenzione le informazioni necessarie per il viaggio. Una disattenzione che, però, a queste dieci persone è costata carissima.
Mentre chi era avanti nella fila ha avuto il tempo di rendersi conto del documento mancante, ed è riuscito a risolvere il problema facendo passare altre persone avanti nella fila per compilare il modulo tramite il cellulare – operazione che può prendere un massimo di 3 minuti – alle ultime persone della fila questo lusso non è stato concesso.
Gli operatori della Ryanair, con grande scortesia, mancanza di sensibilità e forse velato sadismo, hanno deciso di rifiutare a questi ultimi passeggeri la possibilità di compilare il modulo online e ottenere così il documento necessario alla partenza. È stato del tutto irrilevante il fatto che avessero tutti gli altri documenti in regola e che avessero mostrato la completa disparità di trattamento nei confronti degli altri passeggeri in fila davanti a loro.
Nella più totale frustrazione, una persona di 50 anni inizia ad alzare la voce e a gettare i propri documenti per terra. Un’altra ragazza sui 30 anni si dispera, chiedendo di farla passare, perché l’indomani avrebbe lavorato. Un ragazzo sui 30 anni cerca di fare ragionare l’impiegata inflessibile e chiede di parlare con la responsabile. Uno dei presenti firma la scena col cellulare e l’impiegata chiama subito la polizia per far sì che il video venisse cancellato.
Le frasi che si sentono, tra grida accese di incredulità e shock sono: “non ho mai avuto un’esperienza simile con nessuna compagnia in 20 anni”; “siamo stati in fila tutto il tempo: perché non avete fatto un annuncio ad alta voce, se tante persone non avevano il documento? Avremmo potuto compilarlo mentre eravamo in fila!”; “siete dei criminali! Non potete farci questo”; “non viaggerò mai più con la vostra compagnia”; “siete dei ladri”; “abbiate un briciolo di umanità”. E le risposte dell’operatrice principale a queste osservazioni sono state: “non siamo tenuti a dire niente ad alta voce”; “non possiamo fare più niente”; “andatevene”.
I tentativi di richiamare gli operatori al buon senso non servono a nulla: l’impiegata, quasi con soddisfazione, continua nella sua inflessibilità e consiglia di parlare con la propria responsabile, che adesso, in un altro gate, dice alle persone in fila di procurarsi lo stesso modulo. E la responsabile ignora completamente le domande dei viaggiatori rimasti a terra. A un certo punto intervengono 10 persone della polizia, il cui unico scopo era quello di mantenere l’ordine e assicurarsi che la persona che ha girato il video fosse trovata immediatamente.
Essendo chiaro che gli operatori non vogliono sentire ragioni, alcune di queste persone decidono di uscire dall’aeroporto, mentre altre restano ancora un po’. All’uscita dall’aeroporto la polizia chiede a tutte le persone se sono state loro a girare il video.

Una scena paradossale, un atto criminale e profondamente ingiusto, stando al racconto di alcuni dei soggetti danneggiati.
Un atteggiamento da parte degli operatori della compagnia sicuramente comprensibile. Ryanair, come tutti gli operatori nel campo dei trasporti, ha subito una grave crisi per via della pandemia. E d’altro canto parliamo qui di una compagnia che, sì, vende biglietti a basso costo e accessibili anche alle persone con più difficoltà economiche; ma che ha certamente la necessità di trovare qualsiasi espediente per recuperare le perdite a danno dei consumatori, verso i quali ha deciso di mostrare un completo disinteresse.
Ma, d’altro canto, come ci si può aspettare qualità del servizio da parte di una compagnia aerea che vende voli a prezzi talvolta stracciati, soprattutto in un periodo in cui l’umanità e il buon senso stanno venendo sempre meno?
Un caso certamente da prendere in considerazione quando si prenota un viaggio, in quanto si rischia di incorrere nel solito rischio di fare entrare dalla finestra quello che si fa uscire dalla porta.
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